How AI is Revolutionizing Pharmacy Care 

Adoption of artificial intelligence across the retail sector is on the rise, with over half (54 percent) of businesses reporting plans to invest major amounts in the technology over the next five years, mainly to aid in marketing operations (58 percent), according to a new report from BSI. However, the report found the healthcare industry to be the slowest in terms of AI adoption of all sectors, with only 36 percent of healthcare leaders reporting their organization plans to invest heavily in the coming years.

For pharmacies, which bridge retail and healthcare, AI is poised to do much more than just streamline operations; it has the potential to enhance patient care, foster brand loyalty, and improve overall health outcomes of customers.

As inflation continues to climb, national healthcare policies and plans face uncertainty, and drug shortages reach record highs in the U.S. this year, pharmacies have a key role to play in safeguarding the health and wellness of society. By integrating AI tools into pharmacy operations, pharmacists can confidently redefine their role as essential healthcare providers, far beyond their traditional function as medication dispensaries. These companies have a unique opportunity to gain more control and succinctly steer their businesses with a personalized model of care for patients and customers, as well as to ultimately prioritize patient well-being and efficient care delivery.

One of the most promising applications of AI in pharmacies could be utilizing it to automatically predict what medications a patient will require. Imagine your local pharmacy ensuring your necessary prescriptions are stocked in advance of submitting a refill and sending personalized reminders with updates or additional recommendations. AI-powered data analytics could accomplish this by streamlining the process of researching a patient's drug history, automatically generating lower-cost alternatives or generic recommendations. AI could also forecast future drug demands, enabling pharmacists to make informed decisions about medication needs.

Robotic process automation (RPA) is an AI-driven tool that can handle routine tasks like prescription filling and packaging, freeing up pharmacists to engage in more complex, patient-focused activities such as consultations. AI systems can also support pharmacists in this area by making quick, informed clinical decisions by providing real-time data on drug interactions, side effects, and dosage recommendations, ultimately enhancing the quality of care a customer receives.

Of course, with any technological adoption, especially concerning healthcare, which comes with sensitive patient data, AI must be approached with caution. Ethical and privacy concerns need to be addressed, and AI applications must comply with regulations and standards to ensure patient safety and trust.

When organizations adhere to regulation, patients can also be assured that AI will not become the judge and jury of decision-making, and merely a tool to aid professionals. While AI can assist by providing data-driven insights, it’s crucial that these professionals retain the final decision.

What’s clear is that pharmacists who embrace AI technology have the opportunity to solidify their role as integral members of the healthcare provider team, delivering personalized, efficient and proactive care that meets the evolving needs of their customers.

Jeanne Greathouse is senior director for healthcare and life sciences at BSI, the national standards body of the United Kingdom.