Patient satisfaction with the independent prescribing service in community pharmacy across Wales: a quantitative survey-based evaluation

Abstract Introduction Independent prescribing involves decision-making, including prescribing medicines after patient assessment for diagnosed and undiagnosed conditions.1 In Wales, the Independent Prescribing Service (IPS) enables qualified pharmacists in community pharmacies to prescribe and manage care under an NHS contract.2 IPS has improved access to medicines and advice while reducing demand on general practice (GP).2 However, patients’ perceptions and satisfaction with the service remain underexplored. Aim This study aimed to explore the views of service users (patients and carers) on the IPS provided by pharmacist independent prescribers (PIPs) within community pharmacies across Wales. Methods A cross-sectional survey, available in both English and Welsh, was distributed across community pharmacies that were purposively selected using February 2024 IPS prescribing activity data. PIPs invited eligible patients following consultations and provided survey materials, thereby acting as gatekeepers to recruitment. The survey gathered demographic data (age, sex, patient/carer status, appointment type), an IPS satisfaction scale (1–10), five-point Likert items (1 = strongly disagree to 5 = strongly agree), and open-ended questions. Data were coded, entered into SPSS, and analysed descriptively. Free-text responses were summarised with content analysis. Results One hundred and thirty-eight responses were received, mostly in English (93%). Most participants were aged 65 and over (40%), female (66%), and patients (95%). Most (88%) attended by pre-booked appointment. The 1–10 satisfaction scale showed responses were strongly skewed towards the highest rating, ‘10—very satisfied’ (94%). Four aspects of IPS were rated very positively (‘agree’ or ‘strongly agree’ on the five-point Likert scale): accessibility and approachability (93%), IPS consultation (95%), reusability and recommendation (95%), and support for expanding IPS to include chronic condition treatment and health checks (71%; Table 1). Content analysis of free-text responses showed themes of satisfaction (n = 28), ease of booking (n = 12), support for expanding IPS to chronic conditions (n = 14), and suggestions for improvement/concerns (n = 4). Conclusion Participants expressed positive satisfaction with IPS. Gathering routine practice perspectives was a strength; however, low response rates and PIP-led recruitment may have introduced bias into the findings. Results support further embedding IPS into Welsh community pharmacy; future research should include a broader range of IPS users.