Digital divide and delays plaguing Shropshire pharmacy services, new report reveals
A new report published by Healthwatch Shropshire reveals a deeply divided picture of how residents access medication, highlighting significant digital progress alongside system failures.
The investigation was launched following mounting public concern, alongside formal complaints from local councillors and residents. The anxieties stemmed from noticeable disruptions to pharmacy services, sudden changes to prescription ordering protocols, and the controversial withdrawal of the Prescription Ordering Direct service.
Gathering feedback from dozens of local patients between April and December 2025, the watchdog set out to investigate widespread reports of delays, confusion, and systemic barriers to accessing essential healthcare.
The findings illustrate a stark contrast between those benefiting from technological upgrades and those left frustrated by the infrastructure. On the positive side, nearly half of the respondents praised the NHS App, noting that it made ordering prescriptions both quick and easy.
Furthermore, one in five residents specifically commended the speed and helpfulness of pharmacy staff, who were frequently described as professional and dedicated despite working under immense pressure. One resident summed up the sentiment by noting that while the system itself was awful, the staff remained amazing.
However, serious challenges continue to plague the local prescribing network. An equal number of respondents reported facing entirely unacceptable waiting times, and one in ten described the current setup as outright confusing or inefficient. For many patients, obtaining medication has become a logistical hurdle, requiring multiple trips to the pharmacy due to persistent stock shortages or processing delays.
The transition to online healthcare has also exposed a widening digital divide across Shropshire. While tech-savvy users welcome the efficiency of digital improvements, the rapid shift has alienated vulnerable demographics. Older residents and those without reliable internet access report feeling increasingly left behind by a system that favors smartphone applications over traditional communication. This digital exclusion, combined with complex administrative processes and a lack of face-to-face support, is actively exacerbating wider health inequalities across the county.
Lynn Cawley, Chief Officer of Healthwatch Shropshire, said: “Thank you to everyone who shared their experiences with us. Your feedback helps us understand how services are working in practice. Many people value digital tools like the NHS App and the support of hardworking pharmacy staff, but delays, communication issues and system changes are still causing frustration for some. This report highlights opportunities to build on what works well and improve access to safe, timely medication for everyone in Shropshire.”
In response to these findings, Healthwatch Shropshire is calling for urgent reform and better coordination between GP practices and dispensing pharmacies to cut down on delays. The watchdog emphasises that local health services must improve their communication regarding stock shortages and actively design systems that remain fully accessible to older and vulnerable patients who cannot navigate digital platforms.
You can read the full report here.
