Demand for NHS prescriptions continues to rise across England. Data from the NHS Business Services Authority (BSA) shows that community pharmacies dispensed almost 1.2 billion prescription items in 2024/25, a 4% increase on the previous year.
At the same time, the number of community pharmacies has been gradually declining, raising important questions about how patients can continue to access their medication conveniently and reliably.
In response to these changing pressures, we surveyed 2,500 people across the UK to find out how they use pharmacy services today, the barriers they face, and the role online pharmacies can play in helping to bridge emerging gaps in access.
Three key takeaways
New research reveals that millions of Brits are missing NHS prescription medication each month because of access challenges.
Despite almost half of adults in the UK living within a mile of pharmacy, work responsibilities, opening hours, waiting times and long-term illness have all been cited as the main reasons for not being able to access pharmacies.
Brits said their access to pharmacies would be most improved by home delivery, easier repeat prescriptions and in-app ordering.
Two fifths of the UK have missed a dose due to lack of access
A lack of access to community pharmacy services isn’t just an inconvenience. It can have serious consequences for people’s health. We found that 42% of Brits have missed a dose of their NHS prescription because they were unable to access a pharmacy in person.
“Missing a dose of prescription medication is not a minor issue, particularly for medications that regulate mood, immune response or neurological function. For many conditions, even short interruptions can lead to withdrawal symptoms, relapse, or reduced treatment effectiveness.”
Declan Lismore, Superintendent Pharmacist at Chemist4U
This is a much greater problem for younger generations. More than 58% of millennials have missed a dose due to lack of in-person access, rising to 65% of Gen Z.
That working age Brits are missing their meds in such numbers is mirrored by the fact that work responsibilities is the most cited reason why people can’t access their prescription in person.
The problem is most pronounced in major cities like Birmingham (46%), London (45%) and Glasgow (44%),showing that proximity to a pharmacy doesn’t equate to ease of access.
The risk of missing a dose
The conditions most likely to have a missed dose due to pharmacy access are:
“When we look at the types of conditions most affected – ADHD, anxiety, autoimmune disease, contraception, and depression – it becomes clear how serious missed doses can be.
“For example, abrupt interruption of antidepressants can trigger withdrawal symptoms and the return of depressive episodes. For autoimmune diseases, lapses in treatment can contribute to flare-ups that may take weeks or months to stabilise again. And missed birth control pills can greatly increase the risk of pregnancy.
“It’s why pharmacy access isn’t just about convenience. It’s about making sure people can consistently use their prescription medication, medication that in many cases provides stability, protection and greater quality of life.”
Declan Lismore, Superintendent Pharmacist at Chemist4U
Why can’t people access their prescriptions?
From work responsibilities and waiting times, to stock shortages and long-term illness, there are a number of reasons why people can’t access their NHS prescriptions at community pharmacies.
Work responsibilities
Almost 17% of Brits can’t access their NHS prescriptions in person because of their work responsibilities, rising to nearly a quarter (24%) of millennials.
This means too many people are forced to choose between their work and their health, missing out on important medication because of how and when they can access a physical pharmacy during work hours.
Stock shortages
Even when people have been able to access their community pharmacy, stock shortages often mean they can’t access the medications they need.
And this becomes a bigger issue the older you are, when more complex medical needs can mean that pharmacies don’t carry your NHS prescriptions. It was the most common reason (13%) people over the age of 55 gave for why they couldn’t access their prescription in person.
For example, people dealing with respiratory conditions and vitamin deficiencies mentioned stock unavailability as a key reason why they couldn’t get their medication.
It was also one of the top reasons cited by Brits living in Leeds, London, Newcastle, Plymouth and Southampton. Again, this reinforces the idea that, just because you’re near a pharmacy, it doesn’t mean you have equal access to the support you need.
Long waiting times
Almost 16% of 18–24 year olds said that waiting times were the main reason they couldn’t access their prescription in person.
This may be a generational issue as much as an access one, with older Brits not as bothered by how long they have to queue at their local pharmacy.
Regardless, it’s a perception that needs to be addressed in order to help younger Brits avoid missing their medication.
Long-term illness or disability
It’s harder for some people than others to access a physical pharmacy, regardless of how close they live. People with the following conditions all cited long-term illness or disability as the main reason they couldn’t access their NHS prescription in person:
This means that people who are already facing health challenges are often among the worst affected by unequal access to pharmacies.
“It’s particularly concerning that people with long-term illness or disability are among those most likely to struggle with pharmacy access. These are patients who often require consistent, carefully managed treatment plans.
“With mobility issues, chronic pain, respiratory conditions and fatigue making travelling to a pharmacy difficult, the system must be able to provide alternatives. Healthcare should not become harder the more unwell you are, so ensuring equal access to medication is a critical part of reducing avoidable health deterioration.”
Declan Lismore, Superintendent Pharmacist at Chemist4U
How to improve pharmacy access across the UK
Giving people greater control of when and how they can order and receive their NHS prescriptions is the best way to improve pharmacy access across the UK.
“Improving pharmacy access isn’t about replacing community pharmacies, it’s about strengthening the overall ecosystem, so patients can choose the option that’s right for them. Community pharmacies play a vital role in neighbourhood healthcare, but digital services can relieve pressure and provide flexibility where it’s needed most.
“Home deliveries, app management, and prescription automation give patients control over how and when they receive their medication. That flexibility can reduce missed doses, ease anxiety, and ultimately improve health outcomes.”
James O’Loan, CEO and Prescribing Pharmacist at Chemist4U
Home delivery
More than a fifth (22%) of people said that home delivery would improve access to their NHS prescriptions. And it doesn’t matter if you live in an urban, suburban or rural area – it’s the number one thing people want from their pharmacy service.
It makes sense. Home delivery helps relieve many of the reasons why people struggle with access, including work responsibilities, waiting times, opening hours and long-term illness and disability.
Click-and-collect options would provide people with even more choice when it comes to receiving their medication. It’s actually the preferred option for younger patients, with 19% of 18-24 year olds saying click-and-collect is the service they most want from their pharmacy.
Easier way to order repeat prescriptions
After home delivery, an easier way to order repeat prescriptions is the most requested pharmacy service at 16%.
That was especially true for conditions like anxiety (24%), where someone may struggle in-person, or in situations that require requesting sensitive medication, like contraception (34%).
Online pharmacies like Chemist4U can offer one-click repeat prescriptions once chosen as yournominated pharmacy, with quick, free and discreet delivery once you’ve ordered.
App management
Greater control isn’t just about where you receive your prescription. It’s about knowing what’s going on with your prescription every step of the way.
16% of people want text or app reminders for repeat prescriptions.
16% of people want notifications when their prescriptions are ready.
15% want the ability to track their prescription status.
13% of people want the ability to order their prescriptions through an app.
It’s why we offer free home delivery on all repeat NHS prescriptions, with order tracking and prescription reminders through our Chemist4U app.
How online pharmacies can help
Currently only 19% of Brits currently use an online pharmacy. Yet those that do notice the benefits.
More than a fifth (42%) said that their anxiety around missing a dose of their NHS prescription has decreased since using an online pharmacy.
And 55% said that since using an online pharmacy, their need to visit a GP has been reduced.
When asked why they use an online pharmacy, people said it’s because:
Medication is delivered to their house – 42%
Faster delivery – 33%
No queues – 31%
Not having to travel – 29%
Better stock availability – 22%
“Online pharmacies are helping to close the gap between demand and capacity. With nearly 1.2 billion prescription items being dispensed every year, and physical pharmacy numbers declining, we need to use every tool available to protect patient access.
“Digital pharmacy services can reduce unnecessary GP appointments, ease pressure on community teams, and ensure that patients receive medication consistently and discreetly. This is particularly important for sensitive conditions like mental health, contraception, and sexual health, where convenience and privacy can directly influence adherence.
“At its core, this is about health equality. Access to medication shouldn’t depend on postcode, working pattern or physical ability. By integrating online services alongside community pharmacy care, we can build a more resilient, patient-centred model for the future.”
James O’Loan, CEO and Prescribing Pharmacist at Chemist4U
Online pharmacies like Chemist4U aren’t here to replace community pharmacies. Instead, they can help fill the gaps to ensure everyone has equal access to the medication and support they need.
Sources
GPhS England. (2025). NHS Business Services Authority. [Accessed 2 March 2026].
This survey was conducted between 18.02.2026-20.02.2026 by Censuswide on behalf of Chemist4U. The respondent pool was 2,500 UK nationally representative consumers (with a minimum 1,000 respondents who have repeat prescriptions) (weighted nat rep by gender, age and UK region).
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