If pharmacy had failed to learn lessons from the three Which? investigations, the fall out from the next report could be far-reaching and damaging, NPA members were told at their annual conference on May 17.

Pharmacy Magazine editor Richard Thomas warned that, despite the Which? findings conflicting with other surveys and many pharmacists' beliefs about the quality of pharmacy service, there was a problem with the quality and consistency of pharmacy advice. The Which? reports had been published every four years, meaning the next one was due in 2016. Research was therefore likely to start this summer.

The Royal Pharmaceutical Society and General Pharmaceutical Council held two summits, in 2013 and 2014, to discuss the Which? findings, and guidance was issued as a result. "But it seemed to us that no-one was talking to those bearing the brunt of the criticism, that is, the MCAs."

As a result, Pharmacy Magazine commissioned a survey of assistants, which found a high service level and that MCAs were keen to do more training. In fact, a majority of assistants thought training should be compulsory for them.

Mr Thomas suggested that MCAs should have a more structured development plan, and funding in the contract to protect their learning time. "We will need to revisit the training agenda and place it at the centre of everything we do."