Pharmacy staff across the UK are enduring “escalating abuse” from patients, including racist attacks, verbal assaults and physical violence, a new survey has revealed.
The findings, published by Community Pharmacy England, indicate that around one in five pharmacy owners report verbal abuse as a daily occurrence.
The organisation is now urging for enhanced protection for these frontline healthcare workers, alongside the implementation of a zero-tolerance policy towards any form of violence or threats.
A poll of 289 pharmacy owners, collectively representing over 3,000 pharmacies, found that more than half (55%) had experienced verbal abuse within the last six months. Of these, three-quarters faced such incidents weekly, with approximately one in five (21%) reporting daily occurrences.
Respondents detailed a range of discriminatory abuse directed at staff, including racist, religious, sexist, misogynistic, homophobic, and xenophobic remarks. One particularly stark account described a patient refusing service from a pharmacist wearing a headscarf.
While less frequent, physical assaults were reported by 6% of pharmacies over the same six-month period.
These incidents ranged from strangulation and pushing to punching, with some attacks even occurring after closing hours. Pharmacy owners recounted instances of knife attacks, chairs being thrown at staff, and pharmacists being strangled by patients who had come behind the counter.
The survey also highlighted the profound impact of such incidents, with one “much-respected” pharmacy manager reportedly taking early retirement after being assaulted by a patient.
Janet Morrison, chief executive of Community Pharmacy England, emphasised the critical role of these professionals. “Pharmacy teams are the backbone of community healthcare,” she stated. “They should never face any kind of abuse, racism, discrimination, threats or violence just for doing their jobs.”
Ms Morrison added: “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. Pharmacy staff deserve to be treated with kindness and respect.
“We will continue to raise awareness and push for measures to keep pharmacy teams safe. 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.”
Mark Donaghy, professional development manager at Kamsons Pharmacy, which operates over 80 pharmacies across England, acknowledged that while most people treat staff respectfully, even isolated incidents “can have a profound and lasting impact.”
Kamsons Pharmacy has publicly supported Community Pharmacy England’s call for greater protection and a zero-tolerance approach.
Mr Donaghy asserted: “No pharmacy worker should ever face abuse or violence in the course of providing care.”
Dervis Gurol, owner and superintendent pharmacist of Healthy-U Pharmacy in Saltdean, described the “real toll” abuse has taken on his team.
“It deeply affects morale, retention, and their safety,” he explained.
Mr Gurol detailed his own investments in security, such as counter screens, CCTV, and strong links with police community support officers, but noted that not all pharmacies have access to such measures.
“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,” he argued.
“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.”
Reacting to the findings, Henry Gregg, chief executive of the National Pharmacy Association, highlighted “an alarming rise” in threats, abuse, and assaults on staff in “recent months and years”, specifically noting “a rise in racist abuse directed towards pharmacy teams.”
He criticised the often “inadequate” response from both the police and the wider NHS when pharmacies report these issues, calling for the NHS to offer pharmacies “similar support given to other colleagues in primary care, to protect their staff and their premises.”
