The NHS Pharmacy First service has changed the way thousands of people across England access healthcare. Instead of waiting days or weeks for a GP appointment, you can walk into a community pharmacy and receive a clinical assessment, diagnosis, and treatment for seven common conditions, all free on the NHS. No appointment, no referral, no prescription charge.
If you are planning your first Pharmacy First visit, you probably have questions about how it works, what to expect, and whether it is really as good as seeing your GP. At Norfolk Street Pharmacy in Stoke-on-Trent, we have treated hundreds of patients through this programme since it launched. Here are seven things you should know before you walk through our door.
1. Which Conditions Can a Pharmacist Treat Under Pharmacy First?
Pharmacy First covers seven specific conditions. These were chosen by NHS England because they are common, well understood, and can be safely managed by a qualified pharmacist without GP involvement. The conditions are:
- Sore throat (ages 5 and over)
- Sinusitis (ages 12 and over)
- Earache (ages 1 to 17)
- Urinary tract infections (UTIs) (women aged 16 to 64)
- Shingles (ages 18 and over)
- Impetigo (ages 1 and over)
- Infected insect bites (ages 1 and over)
If your condition does not fall within these seven, we can still help. We offer over-the-counter advice, self-care guidance, and referrals to your GP when necessary. You will never leave without a clear next step.
2. Do You Need an Appointment or Can You Just Walk In?
You do not need an appointment. Pharmacy First is a walk-in service. Simply come into the pharmacy during opening hours and let the counter team know you would like a Pharmacy First consultation. At Norfolk Street Pharmacy, we are open Monday to Friday from 08:00 to 19:00 and Saturday from 08:00 to 18:00.
Wait times vary depending on how busy we are, but most patients are seen within 10 to 20 minutes. If there is a short wait, you are welcome to browse the pharmacy or take a seat in our waiting area. During quieter periods, you may be seen immediately.
3. What Happens During the Consultation?
Your consultation takes place in our private consultation room, not at the counter. This ensures everything you discuss with the pharmacist is completely confidential. The pharmacist will ask you about your symptoms, how long you have had them, any medications you are taking, and any relevant medical history.
Depending on your condition, the pharmacist may also carry out a brief physical examination. For example, if you present with a sore throat, they may use a torch to examine the back of your throat and check for signs of bacterial infection. If you come in with a suspected UTI, they may ask you to provide a urine sample for a dipstick test.
Based on the assessment, the pharmacist will either prescribe medication (which is dispensed immediately, free of charge), recommend over-the-counter treatment, or refer you to your GP if further investigation is needed.
4. Is the Treatment Really Free, Even Without an Exemption?
Yes. This is one of the most common questions we hear, and the answer surprises many people. All medication supplied through Pharmacy First is completely free on the NHS. This applies to every patient, regardless of whether you normally pay for prescriptions or have an exemption certificate.
You do not need to show proof of exemption, fill in the back of a prescription form, or pay anything at the counter. The NHS funds the service directly, so there is genuinely no cost to you.
5. What Should You Bring to Your Visit?
You do not strictly need to bring anything, but the following can help your pharmacist provide the best care:
- A list of any medications you are currently taking (or bring the medication packets)
- Details of any known allergies
- Your NHS number, if you know it (not essential, but it helps us access your records)
- If bringing a child, a parent or guardian must be present
If you are registered with a GP practice, our pharmacist can usually access your Summary Care Record electronically with your consent. This gives us information about your current medications, allergies, and any previous adverse reactions, which helps us prescribe safely.
6. Can You Use Pharmacy First If You Are Registered with a Different GP?
Absolutely. The Pharmacy First service is not linked to any specific GP practice. You can walk into any participating pharmacy in England, regardless of where you live or which GP you are registered with. If you work in Stoke-on-Trent but live elsewhere, you are welcome to use our service during your working day. If you are visiting the area, you can use it too.
We notify your GP after the consultation so they have a record of the treatment you received. This keeps your medical records up to date and ensures continuity of care.
7. What If the Pharmacist Cannot Treat Your Condition?
If your condition does not fall within the Pharmacy First programme, or if the pharmacist believes your symptoms need further investigation, they will refer you to the most appropriate service. This might be your GP, an urgent treatment centre, or in rare cases, A&E.
Pharmacists are trained to recognise red flag symptoms that require urgent medical attention. If your pharmacist refers you onwards, it is not because we cannot help, but because your safety comes first. We will explain exactly why we are referring you and what the next steps are.
It is worth knowing that our pharmacists also offer a range of services beyond Pharmacy First, including the New Medicine Service for patients starting new medications and the medicine review service for those taking multiple long-term medications. If something comes up during your Pharmacy First consultation that we can help with through another service, we will let you know.
Frequently Asked Questions
How is Pharmacy First different from buying over-the-counter medicine?
When you buy over-the-counter medicine, you are selecting a product yourself and paying for it. With Pharmacy First, a qualified pharmacist carries out a clinical assessment and can prescribe prescription-only medications, such as antibiotics, free of charge on the NHS. The level of clinical care is comparable to a GP consultation for these specific conditions.
Can I use Pharmacy First more than once?
Yes. There is no limit on how many times you can use the service. If you develop a sore throat in January and a UTI in March, you can use Pharmacy First for both. Each visit is treated as a separate clinical consultation.
Will using Pharmacy First affect my ability to see a GP?
No. Using Pharmacy First does not affect your relationship with your GP or your ability to book GP appointments. In fact, by using Pharmacy First for suitable conditions, you help free up GP capacity for patients with more complex needs.
What if my symptoms come back after Pharmacy First treatment?
If your symptoms return or do not improve after the treatment provided, come back and see us. We can reassess your condition and may prescribe a different medication, extend your treatment, or refer you to your GP for further investigation. Your ongoing care is important to us.
If you are dealing with a sore throat, sinusitis, UTI, earache, shingles, impetigo, or an infected insect bite, do not wait for a GP appointment that may be days away. Walk into Norfolk Street Pharmacy at 1-5 Norfolk Street, Stoke-on-Trent, and we will get you assessed and treated today. You can also call us on 01782 27 20 27 if you want to check whether your condition is covered before visiting.