MORISSE Périg/ Alamy Stock Photo
More than nine out of ten (95.1%, n=3,480) patients rated their overall experience with the Welsh common ailments service (CAS) as “excellent”, a large survey of patient experience has found.
The survey, results of which were published in Pharmacy on 3 August 2026 as part of a study, also revealed that almost all (97.8%, n=3,583) respondents reported that they were able to have their ailment managed in the pharmacy.
Of the 65 respondents who were referred elsewhere, eight in ten (83.0%, n=54) were asked to see a GP, while 7.7% (n=5) were referred to an optometrist and 4.6% (n=3) were asked to attend an accident and emergency department at a hospital or ring NHS 111, the survey results highlighted.
Between 27 October 2025 and 31 March 2026, 3,636 patients who used the CAS, across 671 pharmacies, were surveyed as part of the winter incentive scheme, which is an optional annual scheme between the Welsh government, Community Pharmacy Wales (CPW) and the Welsh Health Boards.
The CAS, which was launched in 2013, provides access to free, confidential advice and treatments for 28 common illnesses, including sore throats and urinary tract infections. Many pharmacies also offer access to emergency contraception, as well as annual flu vaccinations and regular contraception services.
Welsh government data published in March 2026 showed that pharmacy consultations through the CAS increased by over one-third (34%) in 2024/2025, with almost 462,367 consultations recorded in 2024/2025 compared with 344,376 in 2023/2024. Consultations for sore throat and tonsillitis made up the largest number of consultations with 54,747, followed by hay fever with 53,483.
According to the results of the recent survey, just under two-thirds of users (60.7%, n=2,223) had expected to use the CAS when they went to the pharmacy. Of the remainder, 21.3% (n=780) respondents had expected to buy medicine over the counter, while 17.3% (n=633) had expected only to receive advice on how to manage their symptoms.
If the CAS had not been available, nearly half (42.8%, n=1,567) of respondents reported that they would have seen their GP, while 7% (n=255) said they would have used emergency settings.
If the scheme, which provides treatments for free, had not existed, more than one-quarter (28.3%, n=1,036) of respondents said that they would have bought medicine from the pharmacy, the study results revealed.
The study authors noted that the survey findings reinforced “the focus of the scheme on equity, particularly in supporting individuals who may struggle with the financial cost of purchasing treatment over the counter”.
The study findings also showed that of the 2,216 respondents who answered a question about cost, almost four out of five (79.8%, n=1,769) stated that it was important or extremely important that any medicine they received from the scheme was free of charge.
“[The findings] suggest that a substantial number of the Welsh public view community pharmacy as the first port of call for common ailments,” the study authors added.
Liz Hallett, chair of the Royal College of Pharmacy’s Welsh Pharmacy Advisory Council, said: “It is excellent to see robust patient feedback demonstrating the value of the CAS. The overwhelmingly positive experiences by patients reinforce the vital role community pharmacies play in delivering accessible, high-quality, patient centred care, and why the sector must be supported.
“It’s also clear that timely access to medication and advice is highly valued by patients and eliminates financial barriers and facilitates care closer to home. Collectively, these benefits contribute to reducing health inequalities and promotes more equitable access to healthcare services.”
A spokesperson for CPW commented: “The findings of this survey provide further compelling evidence of the significant value delivered by the CAS for patients and for NHS Wales. As is so often the case, community pharmacies have performed above expectations, delivering high-quality, accessible care and positive outcomes for patients, while helping to reduce pressure on general practice and urgent care services.”
“The importance patients place on being able to access medicines free of charge is particularly significant. Without that access, there is a clear indication that some patients may delay treatment, seek help from other parts of the NHS, or choose not to obtain medicines they need because of cost,” they added.
However, the spokesperson noted that there were “lessons to be learned” from the process of pharmacies collecting patient feedback.
Pharmacies were originally asked to engage 85% of CAS users under the ‘Participation in CAS patient reported experience measures (PREMS) feasibility study’, but this was reduced to 50% in February 2025 after contractors said it was “challenging to achieve in the normal consultation process”.
In addition, the spokesperson told The Pharmaceutical Journal that “minor administrative errors resulted in participation payments being reclaimed”, which they said was disappointing “against a backdrop of severe financial pressures for community pharmacies”.
“Future evaluations should ensure that assurance and verification processes are proportionate and practical, focusing on meaningful engagement with the activity and minimising the risk that minor administrative errors could affect claims where the required activity and patient care has been delivered,” the spokesperson continued.
