Artificial intelligence in pharmacies: efficient processes, better care

Between tinctures and tablets, something else will soon be found in pharmacies: artificial intelligence. This is because AI offers numerous opportunities to make processes in pharmacies more efficient and improve patient care at the same time. Particularly in the area of on-site pharmacies, the targeted use of AI opens up new perspectives to support advice, care and administration in line with the times.

AI can support pharmacy staff with intelligent decision-making aids – for example when dispensing prescription drugs or as part of patient-oriented services such as “Pharmacy First”. In the case of minor ailments, virtual consultations using AI-supported systems enable a rapid initial assessment and decision support. AI-supported applications can also help to improve treatment adherence – for example through automated reminders, notifications and patient-friendly information on the correct intake of medication.

AI systems also offer tangible benefits in day-to-day business in the pharmacy. AI-based platforms are already automating numerous processes, such as prescription reordering, approval procedures with health insurance companies (prior authorizations) and communication with patients. This significantly reduces the administrative workload and frees up time for pharmaceutical advice.

AI-supported analyses that can predict which patients are at risk of non-adherence or complications are also particularly relevant. This allows targeted measures to be initiated at an early stage. In addition, systems can make recommendations on over-the-counter (OTC) products based on symptoms and medication history, allowing pharmacists to focus more on their clinical skills and personal advice.

AI can also optimize internal administrative processes. In a practical example from the USA, an AI-based system automatically sorts incoming faxes, reads invoices and recognizes billing options – activities that were previously carried out manually by the pharmacy team. Insurance applications and inventory management can also be automated using smart systems, saving many hours of working time each week.

With AI-supported analysis tools, pharmacies can also better understand the purchasing behaviour and individual health needs of their customers – and make targeted, personalized offers based on this.

Artificial intelligence is still a new field of experimentation in the pharmacy landscape. AI applications are still in the development or testing phase. In order to prepare the industry for the future, the Royal Pharmaceutical Society (RPS) has published a new guideline that describes how AI can be used to support pharmaceutical services. The following key points summarize some of the RPS recommendations for pharmacies:

• Skills development: Pharmacists should be informed about the opportunities and risks of AI and the relevant content must be integrated into their training. Learning time and further training opportunities should be available in everyday working life.
• Sensitive handling of data: When using AI, great care must be taken when sharing patient or personal data with third-party providers.
• Transparency about AI use: Patients must be informed when AI is involved in pharmaceutical decisions – including the limits of AI competencies.

The trend clearly shows that without digital technologies, it will be increasingly difficult for pharmacies to remain competitive. According to the pharmacy economic index APOkix by IFH KÖLN, 86% of the pharmacy owners surveyed see this as a crucial prerequisite for the future viability of their businesses. 77 percent believe that AI can improve the quality of drug supply. Nevertheless, only 13 percent are already using AI in their pharmacy – a clear sign of untapped potential.

At the same time, despite all the technological euphoria, the human aspects of care must not take a back seat. A study by the Health Foundation shows: Over half of patients (53%) fear being further removed from healthcare professionals as a result of AI. Sixty-five percent of NHS staff surveyed also share this concern about patient engagement. This illustrates how important it is to see AI not as a replacement but as a complement to human expertise.

Automation can make routine tasks easier – and thus create space for what counts: personal attention, education and genuine health advice. The key lies in the intelligent design and introduction of AI-supported systems that relieve, but never replace, pharmacy staff. Advantages and disadvantages, opportunities and risks must be examined and weighed up. The Royal Pharmaceutical Society puts it in a nutshell: “With AI tools already integrated into everyday devices and some clinical practices, we must emphasise the importance of awareness and informed decision-making among pharmacists to navigate the benefits and risks of AI deployment in pharmacy practice.”