Choosing/changing a system supplier

When speaking to existing or potential IT system suppliers, consider asking:

• System features:
  Does the system include the features your team needs? Does it align with the Community Pharmacy IT Group (CP ITG) wishlist? How does the supplier go beyond minimum NHS requirements?
• Interfaces and efficiency:
  How well does the system integrate with other tools? Will it support efficient workflows across your pharmacy?
• Service levels:
  How quickly does the supplier respond to issues? What are the agreed response and resolution times?
  Can you contact support by email as well as phone? What are the helpdesk opening hours? What escalation routes are in place?
• Innovation:
  Does the supplier share a clear roadmap? Do they act on user feedback and keep up with wider digital developments?
• Data sharing:
  Does the supplier provide relevant data (anonymised where appropriate) to support service delivery, reporting, and commissioning?
• Pricing:
  What are the upfront and ongoing costs? Are there additional charges for upgrades or new features?
  Ensure the pricing model is sustainable for both your pharmacy and the supplier.
• Contract length:
  How long is the contract? Are there penalties for early exit?
  How easy is it to transfer your data in and out of the system? Long contracts are generally not recommended.
• Hardware requirements:
  Will you need additional hardware? Will this be supplied or purchased separately?
• Connectivity and infrastructure:
  What router and connectivity arrangements are provided? How often are they replaced or upgraded?
• Resilience and contingencies:
  What happens if the system fails? Are there back-up options such as four G connectivity or off-site backups?
  Will compensation be provided for extended outages?
• Training at implementation:
  What training is included at the start? Is refresher training available if needed?
• Ongoing support:
  What support is available after go-live?
• User involvement:
  Can pharmacy teams feed into system development and improvements?
• ODS code changes:
  How will a change in ODS code affect your IT systems and NHS services?

If you are choosing an Electronic Prescription Service (EPS) system, also consider:

• Support for services:
  Does the system support NHS services such as the New Medicine Service or digital record-keeping?
• Integration with other systems:
  Is the system compatible with EPOS, dispensing robots, or other technologies?
• Alerts and reporting:
  Does the system highlight issues such as unclaimed prescriptions?
  Can it generate useful reports, such as monthly submissions or exemption checks?

For CPCF service IT systems, consider:

Can the system show how many service claims have been submitted each month?
This helps you compare your data with NHS Business Services Authority (NHSBSA) records.

Many organisations shape local IT decisions, including Integrated Care Systems, Local Authorities, and commissioners.

The sector supports a competitive and flexible IT market, where pharmacy teams can choose from multiple suppliers. This approach:

• encourages innovation and better system features;
• improves service quality and performance;
• supports interoperability with NHS systems; and
• offers better value for pharmacy teams and the NHS.

Pharmacy teams should ideally be able to choose from at least three or four approved systems. A diverse supplier market helps ensure long-term sustainability and better outcomes for patients.

Read more at the “IT choice” section of our IT policy webpage

• Avoid long contracts where possible (for example, more than one year), as they can reduce flexibility for your pharmacy.

If you are changing systems, follow the IT and ODS change checklist to manage the process safely.

Be aware that changes can take time. For example, updating CPCF service Directory of Services (DoS) profiles may take at least 10 working days.

Your current and new IT system supplier should also advise on timescales. There are recommended timelines for system changes, including data transfer processes (see below).

If you want to change your Pharmacy First IT system supplier, the process is:

1. Contact your chosen IT system supplier to begin onboarding and complete any training.
2. The supplier adds your ODS code to the DoS switch list with a proposed switch date.
3. The supplier confirms the switch date with you.
4. The DoS and Booking and Referral Standard (BaRS) teams review and action the switch.
5. From the switch date, referrals from NHS 111 and general practice will be received in your new system.

You must meet all requirements, including having a shared nhs.net mailbox and being registered for Pharmacy First.

See also: BaRS.

Refer to the Future NHS Pharmacy PoC hub (login required) for guidance on switching suppliers for vaccination systems.

Use the discussion points above to support your decision-making.

The Community Pharmacy IT Group (CP ITG) has developed a wishlist of features based on feedback from pharmacy teams.

When choosing or changing a supplier, check whether systems meet these expectations.

Read more: Pharmacy system requested features and development.

When changing IT system supplier, it is important to transfer key patient information safely to maintain continuity of care.

A CP ITG-supported minimum dataset and transfer specification is available:

• Pharmacy patient IT system transfer (CP ITG specification);
• CP ITG Pharmacy IT system transfer specification (Appendix one dataset).

Suppliers were provided with 12 months’ notice in the leadup to the alignment date (1st July 2024 and onwards).

See also:

• System specifications;
• List of IT system suppliers and contact details;
• Reporting or feeding back about IT issues.