“I Felt Empowered”: Patient-Reported Experience with a Pilot National Community Pharmacy-Based Urinary Tract Infection Service

In June 2024, urinary tract infections (UTIs) were added to the list of conditions that could be treated by community pharmacists providing the national Common Ailments Service in Wales. The aim of this study was to describe patient-reported experience of UTI management by pharmacists. A positivism research paradigm was selected, with data collection through a survey. In total, 309 surveys were received between 29th June 2024 and 14th July 2025. Patients rated their experience using a scale of 1 (very poor) to 10 (excellent), with median score of 10 (IQR=10 to 10, range 6 to 10). High satisfaction was independent of provision of antibiotics, with the same median and IQR and similar range between the groups who received and did not receive antibiotics (7-10 and 6-10 respectively). Of the 309 respondents, 297 (96.1%) stated the next time they had an UTI, they would return to the pharmacy instead of trying to see the GP, and 253 (81.9%) that they understood why antibiotics are not always recommended. Community pharmacists managed patient expectations, improved patient confidence in managing current symptoms and provided information on self-care strategies for preventing future infections, demonstrating their valuable role in health promotion and antimicrobial stewardship.