DIGITAL
DEXTERITY: BLENDING TECHNOLOGY WITH HUMAN CARE
Twelve years after opening on the edge of town, McCartan’s Pharmacy has grown into one of the busiest independent pharmacies in the Newry area.
P
harmacy in Focus caught up with owner and pharmacist Gemma McCartan about how the team has embraced automation,
reimagined workflow and managed the human side of technological change.
For readers who might not know McCartan’s Pharmacy, could you tell us a little about the business and the community you serve? “We opened around twelve years ago, and we were a completely new licence at the time. The pharmacy sits just off a busy roundabout at the edge of town, so we’re in a perfect spot for both commuters and for the local community. Because of that, our prescription numbers built up very quickly.”
That must create a fast-paced environment. How has technology helped you manage that growth? “Hugely. When we first opened, we had one dispensary computer. Now we have five. As volumes increased, we knew we had to automate part of the dispensing process because too much time was being spent on manual tasks - time that pharmacists could use counselling patients or providing services.
“In January 2024, we installed a RIEDL dispensing robot - it’s an Italian system - and it’s been fantastic. We located it upstairs, so it hasn’t taken any space from our retail or dispensary area. The medicines come down a chute through the floor. It has improved workflow massively.”
How has it changed the day-to-day running of the dispensary? “Before, we might have had nine people working shoulder to shoulder in a tiny space. Now we’ve got designated stations, with two people per area, so it’s calmer, safer and more organised. It feels like everyone has their own ‘home office.’
“Stock control is tighter too. At the press of a button, we can see what’s in stock, so we’re not over-ordering. The robot adds an extra layer of safety as well. The chance of near misses is lower because there’s an electronic check built in. It’s a huge improvement.”
Every new system has its teething problems. What challenges did you face during installation? “Quite a few! The robot went upstairs, which meant drilling through thick concrete. We had to
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