Over the past year, Crimond Pharmacy has implemented a bold new operating model which has allowed them to significantly increase the number of services offered to patients and grow the business.
A rising demand for Pharmacy First Plus, independent prescribing and consultations, made it clear that a traditional pharmacist dependent dispensary was prohibiting safe clinical growth. In a rural community, with constrained primary care capacity, it was evident that maintaining same day access to advanced clinical assessment was essential. Crimond Pharmacy established that without a redesign of the way they operated, this increasing demand for services risked compounding the existing operational pressures they already faced and reducing the pharmacy’s resilience.
So they designed a completely new way of working. The dispensary now operates under a structured technician led model, overseen by a pharmacy manager who is one of the three accredited checking technicians (ACT). They are also supported by an accuracy checking assistant (ACA). This four person, accuracy checking workforce has embedded technical leadership within the daily workflow rather than relying solely on a final check by the pharmacist.
Another key element of the new operating model was the introduction of universal pre-dispensing clinical screening, with 100% of prescriptions now clinically checked prior to dispensing by the pharmacist. This has created a clear separation between clinical decision making and technical verification. By ensuring that all prescriptions were clinically screened before entering the dispensing workflow, the pharmacy created a safety net that supported delegation and reduced duplication and interruptions.
Transitioning to this new model has required structural, cultural and professional change. Moving away from pharmacist dependent final checking meant redefining responsibilities and building confidence in expanded ACT and ACA roles. The implementation of the model was phased so as not to risk operational instability. Defined competency frameworks and standard operating procedures were also put in place.
During implementation the activity levels temporarily stabilised as new roles were embedded. However, once the model was fully established, it demonstrated significant growth and accelerated clinical capacity. The pharmacy has now moved beyond volume based dispensing toward structured, consultation led care.
Last year they introduced a new pharmacist led weight management prescribing service which has delivered 366 prescriptions within its first year. The pharmacy has also increased travel health prescribing by 68% year on year.
Finally, the pharmacy achieved the highest recorded monthly Pharmacy First Plus activity, with 193 items in December 2025 and 151 in January 2026. During these consultations there has also been less interruption for the pharmacist, allowing them time for more thorough history taking and improved diagnostic reasoning. Patients are increasingly managed fully within the pharmacy setting, reducing unnecessary GP referral and supporting timely access in a rural community.
Crimond Pharmacy's innovative approach has demonstrated how independent pharmacy can combine workforce innovation with measurable clinical growth. Patients now experience shorter waiting times, clearer communication and greater continuity of care.
"Over the past year, Crimond Pharmacy has implemented a bold new operating model which has allowed them to significantly increase the number of services offered to patients and grow the business..."
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