Drop in adults turning to pharmacists for self-treatable conditions

Fewer adults are choosing to consult a pharmacist when managing symptoms of self-treatable conditions, despite the increasing availability of pharmacy-led services such as Pharmacy First, a new report has suggested.

The Self-Care Census 2025 published by PAGB, the consumer healthcare association, found that 51% of adults would speak to a pharmacist first for advice about self-treatable conditions – down 18 percentage points from 69% in 2022.

While pharmacists remain a trusted source of healthcare information for two-thirds (67%) of the public, the data suggests that confidence in self-care and awareness of pharmacy services has declined post-pandemic.

One potential factor behind the decline is reduced access to local pharmacy services, with 15% of adults reporting that a pharmacy near them had closed in the past year, the report, which is based on data from a census of 4,000 adults in the UK, said.

Among those affected, nearly six in 10 (59%) said it was now harder to access healthcare advice without a prescription, and over a third (34%) visited their GP instead.

The impact is even more pronounced among people with lower incomes, with 51% of those from households earning less than £10,000 annually now relying on GP services after local pharmacy closures.

The report also highlights generational differences in attitudes towards self-care, with adults aged 18-24 significantly less likely than older generations to see pharmacists as a first point of contact.

Of those in this age group who would not consult a pharmacist first, 19% said they would prefer to go to a GP in case it was something serious, while 18% said they don’t view pharmacists as being as qualified as doctors or hospital staff.

Related Article: Defect notice issued for Olmesartan medoxomil tablets due to PIL error

Mark Burdon, pharmacist and advisor to PAGB, commented: ‘Community pharmacists are highly trained healthcare professionals who can provide support, advice and treatments for all age ranges.

‘It’s concerning to see that younger adults don’t have the same awareness and trust in these services as older generations – and it needs to be addressed to ease the already too heavy burden on primary care services.’

Despite the declining first-contact use of pharmacy services, the report notes some encouraging trends, including a growing number of patients being referred to pharmacists by GPs or NHS 111.

In total, 38% of adults said they had been referred to a pharmacist by one of these services in the past year, with referrals especially high among younger adults (66% of 18–24-year-olds) but significantly lower among older age groups.

There are also signs that Pharmacy First could be having an impact. Fewer people reported seeing a GP for treatment of urinary tract infections in 2025 (32%) compared with 2024 (56%), while visits to pharmacists for the same condition rose by five percentage points.

Awareness of Pharmacy First remains fairly modest, however. Only half of respondents (50%) were aware that community pharmacists can provide prescription treatment for common conditions without the need for a GP appointment.

Commenting on the findings, Malcolm Harrison, chief executive of the Company Chemists’ Association, said: ‘It’s great to see that pharmacists remain a trusted source of information to patients and the public. However, it is concerning to see a drop in the number of adults asking a pharmacist for advice about their symptoms as their first option for self-treatable conditions.’

He added: ‘It’s clear that awareness of pharmacists’ capabilities needs to improve. The sector is undergoing significant transformation – with the NHS Pharmacy First service now embedded, and the possibility of integrated prescribing on the horizon. More ambitious NHS commissioning will be key to driving behaviour change.’

The census also found strong support for widening access to medicines through reclassification. According to the report, nearly three-quarters of adults (74%) would like to see more medicines made available over the counter.

There is particular demand for wider access to treatments for pain, short-term sleep issues, skin conditions such as acne and eczema, and even some antibiotics.

Michelle Riddalls, chief executive of PAGB – who was recently interviewed by The Pharmacist on the future of the over-the-counter sector – said: ‘Greater reclassification of medicines would support the government’s ambitions to move to community and pharmacy fronted healthcare which empowers patients to treat their self-treatable conditions at home.

‘If future reclassifications reduced NHS prescribing levels and spending by just 5%, it could save the NHS £1.4bn per year in prescription and appointment costs.’

Related Article: Alert issued over TB treatment drug shortages

PAGB argues that policy change must be matched by public education. While pharmacy services are expanding, the public’s understanding of what pharmacists can offer has not kept pace, the organisation said.

Mr Burdon added: ‘To ensure pharmacies are being utilised to their full potential in primary care, we need to see a dual approach of expanding pharmacy services and educating people on a national scale about the support pharmacists can provide.’

Chief executive of Community Pharmacy England, Janet Morrison, said: ‘A growing number of adults are becoming more confident in using OTC medicines and accessing pharmacies for their self-care needs, with the Pharmacy First service beginning to have an impact on where people go for advice and treatment.

‘However, it is concerning that younger adults are lagging behind on this knowledge and that the public’s desire to access more medicines from pharmacies without a prescription is not yet being met.

‘We can do better on self care, but the government and NHS need to both invest in the community pharmacy network and help drive patient behaviour change when implementing the 10-Year Plan.’

And president of the Royal Pharmaceutical Society, Professor Claire Anderson, said: ‘Pharmacists are experts in medicines and play a key role in supporting people to care for themselves with the right advice and treatment. It’s vital the public continues to feel confident in seeking their advice.

‘This report underlines the importance of maintaining a resilient pharmacy network so patients can continue to access the care they need closer to home.

‘We’ve seen welcome progress though initiatives like Pharmacy First, but to fully use the potential of community pharmacies, we need sustainable investment and workforce support.’

Related Article: GPhC chief executive and registrar to step down from role

A spokesperson for the National Pharmacy Association said: ‘Pharmacists are highly skilled professionals and can treat patients for a wide range of minor conditions.

‘However, we've been warning that a rise in pharmacy closures in recent years has reduced patients access to vital treatment and as a result has pushed more people to their GPs or even local hospitals.

‘To help more patients get minor ailments treated quickly and simply, pharmacies need to be fully integrated into new neighbourhood health services so that patients who pharmacists can help are routinely referred to them.’