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Community pharmacies are serving their customers in more ways than ever before but will need to continue to adapt to thrive in a post-pandemic world.
That's according to Amish Patel, who has been a pharmacist for more than 12 years, and runs the Hodgson Pharmacy in Longfield.
Based at the business in Station Road his father set up in the 1980s he explains the expanding role "chemists" or "druggists" as they were more often called, play in the local community.
"Now, as in earlier times, pharmacies are about people, not just pills," he said.
"As well as offering advice and treatment for minor ailments such as a runny nose, a rash and tummy aches, a pharmacist will refer you for a GP or hospital appointment if something needs checking out further.
"We have also taken on new roles in public health such as flu vaccinations, urgent care and managing long-term medical conditions."
And now, Amish, a board member with the National Pharmacy Association, says they are also filling in gaps left by certain services patients are struggling to access.
He explains how some customers are now turning to stores in desperation for certain treatments.
One of his most popular private procedures is microsuction for ear wax removal to treat hearing loss.
"We help patients who are are pretty desperate," he said. "When you can't hear and you have that pain you are desperate."
Utilised effectively pharmacies can ease pressure on parts of the health system, he adds.
"Community pharmacy is increasingly integrated with the wider NHS, working as a team to provide seamless patient care," he said.
"We prevent hospital admissions and millions of unnecessary GP appointments, taking the strain off the health service."
But Coronavirus has been the biggest test of all.
"With GP surgeries, opticians and dentists forced to suspend services or provide care remotely, many patients turned to pharmacy teams for face-to-face help," said Amish.
"We met the challenges head-on despite a massive increase in workload."
At the outset of the pandemic this largely meant challenges securing regular access to appropriate PPE.
Shortly after they faced problems related to shortages of certain medicines and products.
This led in some cases to confrontations between staff and certain customers who Amish felt lacked appreciation of the vital work they were doing.
"We met the challenges head-on despite a massive increase in workload."
"I have had staff members in tears," he said. "We understand the frustration from a patient's view but everyone is just trying to do their job."
More than a year on he says one of the biggest ongoing challenges they face is funding.
Community pharmacists received a £300 million cash boost from the government last year to provide critical services including including administering vital medicines and supplies.
This helped them manage costs, explains Amish, but as footfall dwindles he fears many shielding customers are staying away despite assurances it is safe to return.
"I feel we are at a halfway house," he said. "We are having to keep Covid safe it has not gone away."
He added: "Whatever happens in the future, we will always remain committed to this community and the patients who rely on us."
Pharmacists now train for five years before they can qualify and strict regulations including inspections ensure high standards are maintained.
Last year Dartford MP Gareth Johnson called on the Prime Minister to increase the powers of "these gems on our high street" to ease pressure on the health system.
Speaking in the House of Commons last September he said: "Pharmacists want to be able to offer treatments in more situations than is currently permitted and people seem to want them to, so we need to allow this to happen.
“There has never been a more appropriate time to push for a trial of pharmacists being able to dispense routine medicines, which have previously only been available from GPs."
In the weeks and months ahead pharmacists may have a more active role to play as part of the vaccine rollout.
Currently customers in Longfield are covered by a main vaccine hub more than 20 miles away at the Excel Centre in London, says Amish but he is gearing up preparations in case they are called upon to assist alongside their usual winter flu clinics.
Technological advances also mean that most prescriptions are now electronic and pharmacists can access elements of electronic patient care records to maximise medicines safety.
"Pharmacies will always provide a responsive, personal, face-to-face service in the community, but can now also offer the convenience of online ordering and digital communication with patients," he said.
"Who knows where digital developments may take us in the future? Our hope is that it will enable us to get closer to our patients, be even more efficient and provide increasingly personalised treatments."
