Mystery Shopper Pharmacy

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Please look at the questions before your visit and answer them afterwards.
Please do not take the questionnaire with you to the pharmacy.
Please do not announce yourself as being a mystery shopper or as being from Healthwatch Derby.

Please enter the following information into the box below:

Name of Healthwatcher

Visit to

Date of visit

Is the pharmacy easily accessible (walking/public transport/driving)?

Very easy

Fairly easy

Not very easy

Not at all easy

Is there a ramp or flat access?

Yes

Don't know

Can wheelchair users and people with mobility issues get in easily?

Very easy

Fairly easy

Not very easy

Not at all easy

Comments

Are there signs providing information in your first language?

Yes

Don't know

Were you acknowledged on arrival (eye contact, smiles, a greeting)?

Yes

Don't know

Did the staff make you feel welcome and at ease?

Yes

Don't know

Does the environment appear to be clean and well maintained?

Yes

Don't know

Comments

Is information available clear and visible?

Yes

Don't know

Is there hand gel available?

Yes

Don't know

Is there information about the staff members and the person in charge?

Yes

Don't know

Are security and fire procedures evident?

Yes

Don't know

Comments

How long did you wait to be seen?

Less than 10 minutes

10-20 minutes

More than 20 minutes

How long did you have to wait for your prescription?

Less than 10 minutes

10-20 minutes

More than 20 minutes

Not applicable

Comments

Was the person you saw helpful?

Very helpful

Fairly helpful

Not very helpful

Not at all helpful

Was there somewhere you could talk in private if you wished?

Yes

Don't know

Did they give you all the information you needed?

Yes

Don't know

Were you able to ask questions?

Yes

Don't know

Did they explain your treatment and/or medication and what happens next?

Yes

Don't know

Comments

How likely are you to recommend this pharmacy to friends or family if they needed similar care or treatment?

Extremely likely

Likely

Neither likely nor unlikely

Unlikely

Extremely unlikely

Don't know

Page 1

Is the pharmacy easily accessible (walking/public transport/driving)?

Is there a ramp or flat access?

Can wheelchair users and people with mobility issues get in easily?

Comments

Are there signs providing information in your first language?

Were you acknowledged on arrival (eye contact, smiles, a greeting)?

Did the staff make you feel welcome and at ease?

Does the environment appear to be clean and well maintained?

Comments

Is information available clear and visible?

Is there hand gel available?

Is there information about the staff members and the person in charge?

Are security and fire procedures evident?

Comments

How long did you wait to be seen?

How long did you have to wait for your prescription?

Comments

Was the person you saw helpful?

Was there somewhere you could talk in private if you wished?

Did they give you all the information you needed?

Were you able to ask questions?

Did they explain your treatment and/or medication and what happens next?

Comments

How likely are you to recommend this pharmacy to friends or family if they needed similar care or treatment?

Comments

Anything else? Comments

Anything else?

Comments