Pharmacies to prepare for national digital phoneline switchover
The Government is advising community pharmacy owners to take action to prepare for the upcoming national switch-off of the Public Switched Telephone Network (PSTN), which is due to be fully decommissioned by January 2027.
In a letter to the sector, the Department for Science, Innovation and Technology and the Department for Health and Social Care has outlined what pharmacy owners should do ahead of the telephone network switchover.
You can view the letter in full here, but we have summarised the information below.
What’s happening?
The PSTN, which currently supports traditional landline services, is being replaced by Voice over Internet Protocol (VoIP) technology. This change affects not only standard phone calls but also other pharmacy systems relying on analogue lines, and patients telephone lines as well as patients’ PSTN telecare alarm lines.
The industry’s decision to upgrade the PSTN is due to necessity, as the network is increasingly unreliable and prone to failure. The PSTN will be completely closed in January 2027.
What pharmacies need to do
Pharmacy teams are encouraged to begin preparations now to avoid disruption to essential services:
- Check whether your telecoms provider relies on PSTN
- Audit your systems to check which machines and processes might be impacted
- Prioritise prescription services that use PSTN
- Inform your team about the switchover
- Display awareness materials about the switchover and impact on telecare alarms
Supporting patients and carers
Many patients—including those using telecare alarms—may be impacted by the switchover.
As part of the national digital phone switchover, patients who use telecare alarms—such as pendant devices that connect to emergency call centres—may be affected if their alarms rely on analogue phone lines. These devices may stop working unless action is taken to ensure they are compatible with the new digital (VoIP) systems. Pharmacy teams are encouraged to raise awareness among patients and carers, especially those who may be vulnerable or unaware of the change.
Pharmacies can play a vital role by signposting patients to contact their landline provider and confirm that their telecare device will continue to function after the switchover. If patients are unsure who their provider is, this information can be found on their phone bill. Pharmacies should also be alert to scam risks during this transition and encourage patients to seek help from trusted sources. Displaying official awareness materials in the pharmacy can help reinforce this message and support community safety.
Key timeline
- Now: Begin migration planning and contact your provider.
- By mid-2026: Ensure all critical services are VoIP-ready.
- January 2027: PSTN will be fully switched off.
Top tips: Optimising your phoneline setup
Pharmacies receiving high call volumes may consider:
- Adding an automated greeting with directions to the pharmacy website for common queries (e.g. opening hours).
- Using a VoIP system with auto-attendant features to allow patients to leave messages when lines are busy.
Further information
Our page on phonelines and the switchover.
Digital switchover resources
- digitalphoneswitchover.com
- GOV.UK: Moving landlines to digital technologies
- techUK: Digital Phone Switchover
- GOV.UK: PSTN Migration Collection
Guidance for patients and about telecare alarm impacts
- Patient-facing materials including posters (Local Government Association)
- digitalphoneswitchover.com/telecare
- Telecare device guidance regarding the switchover
- Patient-facing factsheet which you can communicate or signpost towards as needed.
- Citizensadvice.org.uk guidance about telecare alarm impacts
