PharmacistsUndercover operation

Most pharmacies respected our investigators' privacy

Emergency contraception

How good are pharmacists at respecting privacy in difficult situations?

What should happen

Investigators asked to ‘have a quiet word’ with the pharmacist. They said that they’d had unprotected sex the night before and wanted the emergency contraceptive pill. In some areas, it is offered free. However our investigators offered to pay for it.

The pharmacist should have taken the investigator to a consulting room to talk in private, and should have asked questions to ensure that the emergency contraception pill was suitable.

Ideally, they should have also given information about long-term contraception and sexually transmitted infections (STIs).

What we found

The results of our visit were: Good 6, Satisfactory 21, Unsatisfactory 7

Our investigators were taken to a consulting room or quieter area on all but four occasions: at two branches of national and regional chains, Sainsbury’s and Boots, they were questioned at the counter – two of these within earshot of other customers.

In four cases, not enough questions were asked to check that emergency contraception was safe and suitable.

However, on a positive note, one investigator praised a Moss pharmacy’s sensitivity: ‘The assistant took me to a private room and even put the box in two bags so no one could see what I’d bought.’

They should ask questions before handing out Imigran

Imigran Recovery

Are pharmacists asking the right questions about the migraine drug?

What should happen

Our investigators asked to buy Imigran Recovery, a medication to relieve migraines. If asked, they said they had not taken it before. Our investigators presented themselves as ideal candidates for the tablets.

Pharmacists must only sell this potentially dangerous drug if they ask questions set by the Medicines and Healthcare Products Regulatory Agency, the organisation which licenses drugs, to check the customer has a migraine and medication is suitable for them. Assistants should ensure the pharmacist is involved unless they have been adequately trained.

What we found

The results of our visits were: Good 12, Satisfactory 10, Unsatisfactory 13

All but two of the unsatisfactory visits were conducted by a sales assistant who did not involve the pharmacist. Six assistants didn’t ask a single question.

Our experts criticised one branch of Boots, where a sales assistant asked the investigator if she had taken the drug before and, when told no, sold it to her anyway, with the pharmacist looking on.

However, they did commend the pharmacists who achieved a good rating, saying: ‘Some were excellent, using the standard questionnaire well.’

Few chemists gave good advice about our diarrhoea symptoms

Traveller’s diarrhoea

Our investigators said they had diarrhoea and asked for something to treat it

What should happen

We wanted to find out whether pharmacies give correct advice. They should have asked about symptoms and whether the investigator had seen a GP. The pharmacists should have found out that our investigator had had diarrhoea for two weeks, since returning from Malaysia.

The pharmacist could have sold oral rehydration salts or possibly anti-diarrhoeal medication in the short-term. But they should have referred them to their GP.

What we found

The results of our visits were: Good 6, Satisfactory 12, Unsatisfactory 14

In 12 of the unsatisfactory visits, the sales assistant gave advice without consulting the pharmacist – they didn’t ask the right questions and 10 didn’t advise our investigators to see a GP. This could have led to delays in treating a serious infection.

One technician told our investigator that she may have irritable bowel syndrome; even after our investigator told her she’d been abroad. Our experts were astounded that the technician made the diagnosis without consulting the pharmacist.