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The Government is failing to take intimidation and violence against pharmacy staff as seriously as when other public services are affected, Community Pharmacy England has warned as it called for stronger protections. 

A CPE survey of 289 pharmacy owners and staff members – who collectively represent more than 3,000 premises – found that 55 per cent had faced verbal abuse in the preceding six months, of which 75 per cent experienced this on a weekly basis and 21 per cent every day.  

While physical abuse was less commonly reported it is nonetheless a “deeply concerning threat,” said the negotiator, reporting that six per cent of survey respondents had undergone a physical assault.

These attacks ranged from strangulation to pushing and objects being thrown, as well as “violence linked to shoplifting” such as when staff attempting to challenge an instance of theft are met with “having shelves and counters smashed, doors kicked in and items thrown at them” including chairs, medicine bottles and “sharp objects”.  

One contractor reported: “(Our pharmacist manager) was assaulted by a patient causing continuing physical injury, time off work, two hospital appointments and resulting in this much-respected pharmacist, serving his community for over 20 years, to now put in his notice to take early retirement."

Another spoke of patients “damaging the pharmacy area when dissatisfied with service and long wait” as well as “throwing items in the direction of pharmacists”.

Abuse is “often triggered by prescription delays, medicine shortages, NHS interface failures and service eligibility rules outside pharmacy control” said the negotiator.  

And discrimination based on race, religion, gender, sexuality and nationality was also “widely reported” with many reporting “personal insults” being directed at them or their staff.

A pharmacy owner referred to a patient who “pointed out he did not want to be dealt by that sort of person – the pharmacist with a head scarf”.

“In many cases, verbal abuse escalated into intimidation, stalking, spitting, threats to kill staff or burn down premises,” said CPE. 

It added: “This is all the more worrying when pharmacy teams aren’t receiving the same level of system support as other parts of the NHS when serious incidents or credible threats of violence are reported.

“High risk situations often involve patients with urgent needs who have nowhere else to go. 

“As one of the most accessible parts of the NHS, pharmacies can find that encounters occur when pressure in other parts of the NHS leaves patients with limited support.” 

The negotiator called for “stronger protections” for staff and improved coordination between NHS primary care providers and community pharmacies, as well as a firm zero tolerance approach to violence and intimidation. 

Kamsons Pharmacy’s Mark Donaghy commented: “In recent months, we have seen an increasing number of reports of pharmacists and pharmacy teams facing abuse linked to late or inappropriate referrals, heightened pressures on urgent care, and unrealistic expectations”

Saltdean contractor Dervis Gurol said: “Basic security or protection should be standardised and fully funded for all pharmacy premises. It is unacceptable that staff bear the brunt of people’s anger.

"The Government needs to take a strict stance on abuse of all healthcare staff including pharmacy teams. If attacking a police officer and other emergency workers is a serious offence, the same should apply to community pharmacy staff." 

CPE chief executive Janet Morrison said: “Pharmacy teams are the backbone of community healthcare. They should never face any kind of abuse, racism, discrimination, threats or violence just for doing their jobs.  

“These findings reflect escalating abuse in one of the NHS’s most accessible frontline services and they show an urgent need for stronger system-wide protections. 

“Pharmacies have to be included on priority lists for protection and support and must remain safe spaces for both patients and the teams who serve them.”

Pharmacist Support chief executive Danielle Hunt commented: “Community Pharmacy England’s findings along with our own data highlight a deeply concerning trend across the profession related to verbal abuse and violence in pharmacy. 

“As a charity, we support individuals and advocate for positive working environments. 

“It is essential that pharmacy teams feel confident to speak up about abuse and are empowered to adopt a zero-tolerance approach when their safety or wellbeing is threatened.”

Pharmacistsupport.org