Use of dispensing robot to enhance capacity for community pharmacy workforce

Introduction: Community pharmacists are healthcare professionals located in the heart of communities and integrated with daily life. Slaintecare [1], plans to further utilise the expertise and skills of the community pharmacist but the community pharmacy workforce is stretched beyond capacity. A pharmacy-based Workforce Intelligence Report 2023[2] identified process innovations and digital solutions as necessary for the future sustainability of the pharmacy workforce. In pharmacy, a core task is medication dispensing, which is time consuming and, as with any manual process, is open to human error. A digital solution to reduce the manual input in the dispensing process and designed to enhance capacity was implemented via the introduction of a dispensing robot. Objectives: To determine the impact of the robot on workforce capacity and operational efficiency via monitoring of pharmacy throughput and patient satisfaction within the pharmacy post implementation Method: A dispensing robot was installed in a large dispensing volume pharmacy in Dublin. In conjunction with the physical and technical installation process, a clear communication plan was implemented to support with optimisation and management of the change. This included a feedback mechanism to support, troubleshoot and address any concerns or queries, which centered on the pharmacy team. A full dispensary refurbishment was undertaken to create the infrastructure to host the robot. Training and upskilling involved the creation of guidance documents and providing of face-to-face information sessions. Metrics were identified to monitor the capacity centered deliverables of the project, which were based on volumes of both patient facing and non-patient facing activities and patient satisfaction. These were tracked over a period of two years. Results: In the two years post robot installation, the volume of both medication dispensing and pharmacist led patient consultations increased. Despite this, staffing levels remained constant, and patient satisfaction with the pharmacy increased by 9%. The dispensing robot automated repetitive tasks within the dispensing process with efficiency and accuracy. This was evident in the improvement in operational metrics. Conclusion: Installation of a dispensing robot in a community pharmacy can improve operational efficiency of the medication dispensing process and enhance accuracy. Increased patient volumes in conjunction with a rise in patient satisfaction has demonstrated its value in creating capacity within the pharmacy team and could be considered a sustainable workforce solution. Community pharmacists have a wealth of skills and expertise. With government health strategies worldwide now recognising the role of the pharmacist in an integrated care model, action must be taken to create capacity to step into this evolving role. Next steps: Community pharmacy to continue to digitally innovate to further enhance the capacity of the pharmacy team, allowing for more patient facing activities that optimise the provision of integrated patient centered care. Key Words: Dispensing Robot, Pharmacy Workforce Capacity References: Department of Health and Children. Sláintecare Implementation Strategy and Action Plan 2021-2023. Dublin, Ireland: Department of Health and Children; 2021. Available from: www.gov.ie/en/campaigns/slaintecare-implementation-strategy/ Pharmaceutical Society of Ireland. Workforce Intelligence Report and Survey Analysis Report Sept 2023. Dublin, Ireland: Pharmaceutical Society of Ireland;2023. Available from: www.thepsi.ie/tns/Publications/Publications/Workforce_Intelligence_Report.aspx