The researchers visited 84 pharmacies

Its researchers visited 84 pharmacies across Britain. They say they received unsatisfactory advice in 35 outlets.

"It's impossible for consumers to have confidence in what pharmacists or their assistants tell them," said Which? editor Malcolm Coles.

The Royal Pharmaceutical Society of Great Britain described the findings as disappointing.

Pharmacy advice

The undercover researchers presented pharmacy staff with a number of different scenarios and asked for advice.

In the first scenario, they said they had recently returned from a visit to Malaysia but had persistent diarrhoea.

The society would welcome the opportunity to investigate these incidents David Pruce Royal Pharmaceutical Society of Great Britain

This would normally be treated with antibiotics. However, just seven out of 21 pharmacists told the researcher to visit a GP. They were sold inappropriate treatments by 14 pharmacists.

In the second scenario, the researchers asked for emergency contraception at 21 pharmacies. Six were deemed to be unsatisfactory. Two failed to ask if the researcher was already pregnant or taking other medication.

In the third scenario, researchers tried to buy St John's Wort. The popular herbal remedy, which is often taken to treat depression, can interfere with medication, including the Pill.

However, five out of 21 pharmacists failed to give satisfactory advice. In two cases, the remedy was sold without advice from a pharmacist. In another case, a pharmacist assistant said it could be taken with the Pill.

Mr Coles said the findings raised questions about government plans to encourage patients to use pharmacists more often.

"While we welcome the government's plan to extend pharmacists' roles, if it wants us to rely more heavily on them it's vital they are properly equipped to provide correct information about medicines and to offer general health advice," he said.

David Pruce, director of practice and quality improvement at the Royal Pharmaceutical Society, said the results were "very disappointing".

"They suggest that the advice given in some pharmacies is inconsistent. We regret that some of the pharmacies visited by Which? did not meet the high standards that the public has come to expect and have let down the vast majority.

"The society would welcome the opportunity to investigate these incidents in order that we can offer the pharmacies involved the right help and support to improve their levels of service.

"We hope that Which? will co-operate with the society in its investigations."

Government response

Health Minister Rosie Winterton said ministers were currently discussing a new contractual framework for NHS community pharmacies with the Pharmaceutical Services Negotiating Committee and the NHS Confederation.

This will will require pharmacies to have on-going training programmes for pharmacists and other staff which will be monitored by local NHS primary care trusts.

She said: "We share The Royal Pharmaceutical Society's disappointment that not all the pharmacies surveyed came up to the high standards of care that consumers quite rightly expect they should provide.

"We are pleased to note the action the society is proposing to take to investigate these shortcomings further and provide further help and support to those who need to improve their services."