Leeds pharmacy cuts prescription queries using scan-to-shelf technology
A pharmacy in Leeds is freeing up more time for patient care after introducing a scan-to-shelf dispensing process that gives patients clearer updates about when their medicines are ready to collect.
The digital workflow helps the pharmacy team track prescriptions more effectively and, where available, allows patients to see prescription status information through the NHS App. The pharmacy reports fewer “Is my prescription ready?” queries, allowing staff to spend more time supporting patients and delivering services.
The pharmacist, David Broome said:
“Introducing scan-to-shelf in our pharmacy has been a real step forward. We can provide patients with clearer, more timely updates about when their medicines are ready to collect, both in person and through the NHS App. This reduces the number of ‘Is my prescription ready?’ queries we receive and frees up time for our team to focus on patient care. Patients have responded really positively because they appreciate the transparency and convenience.”
The challenge
Like many pharmacy teams, the pharmacy was handling regular enquiries from patients wanting to know whether their prescription was ready to collect.
The team wanted to provide better visibility of prescription progress, reduce avoidable interruptions and create more time for patient-facing activities.
The solution
The pharmacy introduced a scan-to-shelf workflow, where prescriptions are scanned as they are prepared and placed onto collection shelves.
The process automatically records the prescription’s location within the pharmacy system and can support prescription status updates for patients.
Introducing the new approach took time. The team agreed a shared ambition to move towards scan-to-shelf working and worked closely with their EPS system supplier over several months. Feedback from the pharmacy helped inform system improvements that better supported the workflow.
The pharmacy also reviewed its available hardware, increased the use of computers and mobile devices where needed, and refined operating procedures to support the new way of working.
The benefits
The pharmacy reports several benefits from adopting scan-to-shelf:
- Improved communication with patients about prescription readiness;
- Fewer prescription status queries by phone and at the counter;
- Better traceability throughout the dispensing process;
- Reduced risk of misplaced prescriptions;
- More efficient workflows for pharmacy teams; and
- Greater transparency for patients.
Top tips if you are considering scan-to-shelf
If your pharmacy is considering introducing scan-to-shelf:
- Check whether your EPS IT supplier supports the functionality;
- Ensure suitable barcode scanners and shelf labelling are available;
- Start with a small-scale pilot before wider rollout;
- Train all team members on the workflow;
- Promote the benefits to patients, including NHS App updates where available; and
- Gather staff and patient feedback to support continuous improvement.
Part of a wider digital shift
Scan-to-shelf is one example of how digital technology can help pharmacy teams reduce administrative burden while improving patient experience.
Better prescription tracking, improved digital communication and greater use of patient-facing tools align with wider NHS ambitions to move from analogue to digital services and make better use of digital channels, including the NHS App.
For community pharmacy, these types of developments can help support more efficient, paper-light and patient-focused ways of working, which are consistent with the principles promoted by the Community Pharmacy England.
Share your experiences
Have you introduced scan-to-shelf or another digital process that has improved patient care or pharmacy efficiency?
We would like to hear from you. Share your experiences using our IT feedback form to help inform our work with NHS organisations, pharmacy system suppliers and the Community Pharmacy IT Group (CP ITG) as we continue to support digital improvements across community pharmacy.
