Pharmacy The future of - Technology's role in Retail Pharmacy Transformation - HP
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The future of Pharmacy Technology’s role in Retail Pharmacy Transformation
Introduction The role of retail pharmacies, and pharmacists themselves, has undergone significant changes in recent years, and whilst pharmacies remain as convenient, accessible providers of prescription medications and healthcare related goods, they are now evolving into providers of a range of other healthcare services and offerings. This transformation has accelerated due to several factors, including the impact of the COVID-19 pandemic, shifting customer needs, and the evolution of technologies such as aggregated health data accessibility, artificial intelligence analytics (AI) and the growth of Internet of Medical Things (IoMT) devices. These technologies hold the promise of helping many pharmacies transition away from the legacy-reactive business model, freeing up pharmacy staff to focus on a more value-based approach including virtual services, health counselling, tailored therapies, and vaccinations and screenings, to drive a deeper customer engagement and improved health outcomes for their customers. In this document, we will cover some of the challenges faced by retail pharmacies today, the role that technology plays in retail pharmacy now and into the future, and how HP’s Engage range of products can help address some of today’s retail pharmacy challenges and help to transform the customer experience.
Pharmacies have undergone transformations in recent years. Today’s pharmacists are required to not only
deal with the day-to-day operational and financial requirements of running a pharmacy business. They
also have to deal with the disruptive changes experienced due to external factors like COVID-19 and rapid
technological innovation. Some of the challenges experienced by pharmacists today include:
Improving Financials
Increases in competition and pharmacy chain consolidation, pharmaceutical reimbursement rates,
staffing and increasing operating costs, and technology challenges are some of the issues
experienced in the day-to-day running of a pharmacy.
Providing diversified product offerings, having the customer “shop the whole store”, and offering
higher margin services such as clinical immunization and health screening can assist in improving Transforming Dis-Chem’s
pharmacy margins. Profitability can also be increased through a review of operating expenses, in COVID Testing Workflow
areas such as staffing costs, rent, inventory management costs, IT support and utilities expenses When South Africa’s Dis-Chem pharmacies
which are all areas where savings may be possible. commenced their COVID-19 testing service,
they struggled with customer satisfaction
issues due to testing backlog, test result
delays, and errors caused by
handwriting legibility and paperwork. Many of
these delays and errors were due to the
Impact of COVID19 manual nature of the testing process. After
engaging First Technology group, a HP
The COVID-19 global health crisis continues to have a significant impact on the pharmacy partner, a new automated workflow was
segment and has served to highlight the role of community pharmacies as frontline implemented and powered by the HP Engage
healthcare providers in the continuing response to the pandemic. Pharmacies provide a Go mobile tablet. This solution has
unique dual role, operating as both a healthcare provider by administering tests, vaccinations significantly sped up the testing process,
reduced errors, and the mobile nature of the
and dispensing medications, as well as in the role of a retailer of consumables and other
Engage Go tablet has helped to reinforce
healthcare-related products. Dis- Chem’s social distancing protocols and
protect staff and customers. Dis-Chem has
Vaccination continues to be a valued service provided by community pharmacies, providing a also implemented the HP Engage One
skilled, convenient, accessible vaccination location, reducing pressure on health systems, and All-in-One system to help streamline
Dis-Chem’s COVID-19 vaccination workflow.
helping to meet overall vaccination rates to improve community health outcomes. However, the
response to COVID-19 requires a greater amount of attention around vaccination workflows, as
well as the ability to incorporate elements like online booking, additional safety considerations, “The HP Engage Go Mobile is literally a life saver
pre-screening and the detailed tracking of individual doses and patient status. The role of in all of the Dis-Chem Nurse’s lives”
pharmacists as trusted communicators in consistent and accurate public health messages will
Ansie Hartman,
continue to be a very important part of helping to increase vaccination uptake. Regional Clinic Manager, Dis-Chem
Workforce Pressures The COVID-19 response has also served to highlight the workforce challenges already experienced by many pharmacies. Staff availability remains a concern, with the World Health Organization estimating that there will be a 12.9-million-person shortage of healthcare workers by 2035.1 The COVID-19 response has placed additional demands on staff, including new training requirements in areas such as safety, adverse vaccination reaction awareness, and vaccine storage. The role of pharmacies as one of the frontline healthcare providers during the pandemic has led to an increase in the amount of stress, burden, and frustration experienced by many pharmacy staff and pharmacists, and could lead to an impact on their mental health and wellbeing. To address this challenge, processes need to be put in place to better support staff and to develop more efficient workflows to reduce the burden on pharmacists. The expansion of virtual health delivery options and new services hold the promise of providing pharmacists with greater autonomy and an increase in job satisfaction, helping to avoid pharmacist burnout. Changing Customer Expectations The increasing cost of pharmaceutical drugs, availability of healthcare information, and social media have meant that in recent years in the pharmacy segment, as within many other industries, customer expectations have steadily grown. Expectations in areas like the im- mediate availability of required medications, the wait times within the pharmacy, ease of obtaining pharmaceutical advice, and the overall store experience have all become extremely important. These increased customer expectations, alongside the desire to enable other healthcare services within pharmacy and the growth of competitor alternatives, require that continued focus and investment be made in the area of customer experience. Data Analytics and Security Pharmacies collect, store, and share large amounts of patient data as part of making sure a patient receives the care they require. The analysis of this data can lead to insights that can assist pharmacies in areas such as monitoring the efficacy of treatment plans, tracking supply and demand trends, and facilitating more personalized treatment for patients. However, as the amount of data utilized grows, so do the security requirements. Increasingly, the healthcare sector is targeted by cybercriminals due to the value of confidential health records and associated financial information on the dark web. Several leading pharmacy organizations have been hacked recently and it is estimated that 53% of the total number of WW healthcare organizations were hacked in 20192. The data breach regulatory framework has changed in many countries resulting in significant financial penalties for organizations that fail to comply, as well as the prospect of serious reputational damage once a data breach is disclosed.
Virtual Health Opportunities COVID-19 has accelerated the adoption and expansion of telehealth services within the pharmacy segment. These telehealth services are vital in areas where patients may be in remote locations, in isolation, at risk of exposure to pathogens, as well as those who have chronic illnesses. Pharmacists now routinely offer medication reviews over video conference and provide patient equipment training and medication education. Telehealth is also benefiting from the insights generated by the latest wearables and smart devices. A recent study by PWC showed that over 49% of American consumers own a wearable device3, and the industry is expected to grow to over US$27 billion by 2022. These wearables and other IoMT (Internet of Medical Things) devices can measure key health indicators such as blood pressure, heart rate, and blood glucose making them a key part of remote patient monitoring when treating chronic health conditions. The real-time personalized health data about a patient, when combined with other information, can help provide a single health view of a customer, and the ability to generate actionable health insights. Advanced AI (Artificial Intelligence) pattern recognition algorithms are able to review patient information to provide predictive health insights and opportunities for preventative and chronic healthcare management. Emerging Technologies There will be a continued increase in pharmacy automation, with growth of automated customer refill notification services and adoption of devices such as pill dispensers and pill packagers, all of which can free up the pharmacist to practice at the top of their license in areas such as customer education, clinical services, and consultation. The evolution and adoption of 3D print in the pharmaceutical sector is expected to help in creating more targeted therapies, reduce the risk of compounding errors, assist patients with personalized dose sizes, and the promise of greater drug-efficacy through a pill’s porous printed structure.
How HP Engage
products
can assist
pharmacies.
The HP Engage portfolio of products are the choice of many of the world’s leading healthcare and retail organizations. These customers
require products that are purpose-built to meet the requirements of challenging operating environments. HP Engage products have the
performance, flexibility, safety, and security to meet the needs of modern pharmacy environments and to help transform their workflows.
Extended Lifecycle
For some pharmaceutical organizations, the cost of certifying, managing, and maintaining mixed fleets of devices across a variety
of sites, sometimes in remote locations, can result in significant costs to their business. Everyday tasks like product support,
training, product certification, and deployment of standard software images are made more complicated and costly when multiple
types of devices need to be considered. HP addresses this through an extended product lifecycle and an overlapped new model
introduction approach. HP Engage products carry up to a 10-year lifecycle,1 which includes a five-year manufacture lifecycle plus
five years of support after end of manufacturing. There is also typically a 12-month overlap period where the older model remains
available alongside its replacement. This long lifecycle and new model approach help large pharmaceutical organizations maintain
fleet consistency, transition more easily to replacement platforms, and reduce the frequency of fleet refreshes and new platform
certification costs.
Remote Manageability
HP‘s range of support tools can also assist with fleet management and help to reduce support costs, particularly important when
managing large fleets of devices dispersed over a wide area. HP Proactive Insights4, powered by the HP TechPulse platform, uses
device data to proactively identify device issues, enabling remedies at scale, and helping to reduce security threats. Additionally,
many of the HP Engage products have the option for Intel® vPro®5 which provides premium performance, hardware-enhanced
security, modern manageability, and improved stability. Intel® Active Management Technology6 (Intel® AMT) provides
manageability of Intel® vPro devices and includes features like the ability to remotely discover and recover devices, as well as
remotely push software and firmware updates.
Form and Function
The choice of point-of-sale system used in a pharmacy may impact how a customer views the pharmacy brand. Older
outdated looking point of sale terminals may have customers questioning the brand’s investment in the customer experience.
Large obtrusive point-of-sale systems can inhibit important eye contact between customer and pharmacy staff which may result
in an experience that is lacking warmth and approachability. HP Engage products feature sleek, streamlined aesthetics in modern
form factors. And lastly, consideration should be given to other design elements such as the devices’ counter footprint, peripheral
ecosystem, and cabling requirements. HP’s Engage One Pro platform features compact form factor with optional integrated
peripheral2 options, support for sleek counter mounting, robust cable management, and a range of optional standalone
peripherals with a matching modern look and feel.
What You Need, Where You Need it
New, more efficient workflows enabled through intuitive, responsive, and powerful devices hold the promise of assisting
time-constrained pharmacists and staff. However, HP recognizes that when it comes to technology, there is no one-size-fits-all
approach. Different environments use cases and needs need to drive different requirements in areas like screen size, connectivity,
and software. In consideration of this, the HP Engage products are available in many different configurations and form factors
including fixed, all-in-one, and mobile. The choice of form factors and components means that the right device is where it is need-
ed, helping improve staff efficiency, and improve productivity.
HP’s modular products are available in a variety of sizes. The HP Engage Flex Pro is available in a choice of two sizes, including
a smaller form factor which allows for easier placement in the cramped, under-counter areas sometimes found in busy retail
pharmacy environments. These products are also highly scalable, providing choice in processors, storage, and memory, enabling
the same product to be configured specifically to be used in different areas of a pharmacy.
HP Engage One
HP Engage One Pro
HP Engage Go
Expand Your Visibility
The HP All-in-One group of products feature responsive touch-enabled displays available in a variety of sizes. These devices are
capable of being mounted on walls, poles, counters, or as a self-service kiosk, enabling their use in a variety of different-use cases
and environments within a pharmacy. The HP Engage One Pro All-in-One offers a choice of sizes, including the compact 15.6”, the
versatile 19.5” or the larger 23.8” diagonal high-resolution display. The 23.8” option provides a large amount of useable screen
space often required in retail pharmacy to display many items onscreen at once or when used for customer self-service. In
addition, these displays are anti-glare and high brightness, allowing for outstanding visibility in a variety of different lighting
conditions.
Connect where it Matters most
HP’s mobile and convertible solutions help extend pharmacy-use cases even further, providing modern flexible solutions that can
be used when mobile, or easily transitioned to deliver a fixed experience. The HP Engage Go Mobile system is a tablet-style product
suitable for the demands of busy retail pharmacy environments including an integrated hand strap and outstanding battery per-
formance of up to 12 hours with HP Fast Charge technology.7,8 The Engage Go’s hardened design includes an anodized aluminum
chassis and is designed to meet MIL-STD9 standards for durability. The optional HP Engage Go Retail Case provides drop protection
of up to 4ft.10 The Engage Go tablet also offers the ability to be configured with additional data capture and connectivity including
an optional integrated barcode scanner, NFC reader, and biometric fingerprint reader for security applications.11
When the HP Engage Go tablet is paired with the HP Engage Go Dock, it seamlessly converts to a fixed solution and delivers the
functionality and connectivity required. This convertible approach means that in a pharmacy environment, one device can enable a
range of different uses. This can be a mobile-use case such as using the Engage Go’s optional integrated barcode scanner11 to scan
label barcodes, and to conduct real-time inventory audit, important due to the high value of many drugs. When the Engage Go is
docked, it provides access to attached peripherals, enabling fixed-use cases such as point-of-sale or dispense.
HP Engage Flex Pro
HP MP9 G4
Multilayered Security
The Healthcare segment is increasingly targeted by cybercriminals. Cybersecurity breaches have the
potential for not only significant business disruption, impact from penalties, and brand damage, but
may also adversely affect customer’s health and well-being.
HP systems are built with hardware-enforced security features and layers of protection, below, in, and
above the OS to proactively prevent threats and quickly recover in the event of a breach. HP Engage
includes HP’s Sure Start BIOS14 which automatically self-heals the BIOS if damaged by malware or
corruption. By ensuring only a trusted BIOS code is executed, HP Sure Start protects your point-of-sale
at its most fundamental level.
Designed for Daily Demands
Chemist Warehouse relies on
The impact of system downtime or failure can be very costly to a pharmacy, potentially impacting
HP Point-of-Sale
customers, operations, revenue, and profitability. Therefore, devices used in pharmacies need to be
able to withstand use in environments that exhibit a greater amount of variability in areas such as As one of Australia’s leading retailers,
high temperature and poor ventilation, extended operating hours as well as the potential for dust, Chemist Warehouse’s chain of retail
vibration, and knocks. pharmacies are high turnover and high
activity retail spaces. Their customers want
to choose what they need from a good
HP’s Engage products are designed and tested with durability and reliability in mind. This is range at a good price and then get on with
demonstrated by the use of high-quality components and design choices like the optimization of their day, and therefore do not want to be
air flow and the optional dust filter found on some models. Models like HP’s Engage One Pro have delayed or interrupted. Hence, Chemist
been designed to pass the US Defense MIL-STD 810H standard9 and have been tested for over Warehouse placed reliability and
performance as key considerations in their
120,000 hours of HP Total Process Testing.12 The HP Engage One Pro is IP-44 rated,12 meaning it is choice of a new point-of-sale system.
designed to resist dust and liquid intrusion. In addition, it features a water rejection and Chemist Warehouse uses the HP Flex Pro
glove-capable touch screen. modular system due to its retail-hardened
design and choice of powerful components.
FOR MORE INFORMATION, SEE HERE
Support your Safety Standards “The proof is that we now take these HP units for
granted. Our customers demand we’re there for
them when they need us; that we are always open,
HP’s design philosophy also considers how devices can be used safely by pharmacy staff and always ready to service them. So, we expect the
customers, for example, in the choice of materials used. HP’s use of aluminum chassis in many same of our retail POS system: that it just works,
of the Engage products means these devices can be disinfected with medical grade germicidal expediting transactions, without a glitch - around the
clock. As I said, reliability is essential: number one”.
wipes up to 10,000 times.13 These devices have also been certified to the ENS 60601-1-2
standard for electromagnetic interference, meaning they are safe to use around sensitive Mark Finocchiaro
equipment. Managing Partner & Director MyChemist
Reduce Energy Usage
One of the ways in which the HP Engage products can assist in reducing day-to-day pharmacy operating expenses is through offering
a lower Total Cost of Ownership. Engage products include energy-efficient technologies as standard which help reduce device power
consumption. Further power savings can be gained through the selection of lower power consumption CPUs. These processors provide
the performance and the computing power needed to run modern computing tasks, but do not have the same power usage requirements,
which can result in a significant reduction in power consumption over the life of the product.
Meet Your Sustainability Goals
Sustainability is a core principle of HP, and HP’s Sustainable Impact initiative is a commitment to create positive, lasting change for the
planet, its people, and our communities. This approach has seen HP become recognized as one of the world’s most sustainable companies.
Our sustainability approach is reflected in many of the design features found in HP Engage products, including the use of
post-consumer recycled plastic, ocean-bound plastic,15 as well as a significant reduction in single-use plastic and sustainably sourced and
recyclable packaging.16 More information on HP’s Sustainability strategy can be found here:
https://www8.hp.com/us/en/hp-information/sustainable-impact.htmlSummary
The retail pharmacy industry has experienced significant disruption in recent years. Changes in the regulatory landscape, payment methodolo-
gies, customer expectations and advancement in treatments themselves have been accelerated by external factors like the COVID-19 pandemic
and breakthroughs in technologies such as big data, artificial intelligence, and robotics.
This disruption will likely reshape the role of pharmacists and pharmacies, and provide opportunity for organizations to transform into more
sustainable structures and ways of doing business. Technology will continue to play a significant role in supporting those new structures and
enable the new services and processes required for the future.
HP’s demonstrated thought leadership and commitment to innovation in both the healthcare and retail industries means that HP uniquely
understands many of the challenges encountered in retail pharmacy and how best to meet them. Whether it is using mobility solutions to develop
new efficient workflows, improvements to customer experience through self-service opportunities, or ways to reduce cost through streamlined
management and support, HP and the HP Engage portfolio of products can help organizations meet the challenges of today and tomorrow.
With a broad portfolio of powerful, reliable, and secure devices, HP is helping transform workflows and reinvent the customer experience.
Contact your HP representative to discuss ways in which the HP Engage range of products can help your business.
Learn more at www.hp.com/go/retail
1. WHO: The world will be short of 12.9 million health-care workers by 2035; today, that figure stands at 7.2 million. Source: https://www.who.int/mediacentre/news/releases/2013/health-workforce-shortage/en/
2. Keeper Security: Number of Breaches: Comment: Cybersecurity firm Keeper Security revealed that nearly two-thirds of global healthcare organizations suffered a cyberattack in their lifetime, while 53% were attacked within the last 12 months. Source: https://cisomag.eccouncil.
org/more-than-half-global-healthcare-organizations-suffered-a-cyberattack-last-year/#:~:text=More%20Than%20Half%20Global%20Healthcare%20Organizations%20Suffered%20a%20Cyberattack%20Last%20Year,-By&text=Keeper%2C%20in%20its%20report%20
%E2%80%9C2019,employee%20records%20lost%20or%20stolen
3. The Wearable Life 2.0 Connected living in a wearable world. https://www.pwc.com/ee/et/publications/pub/pwc-cis-wearables.pdf
4. HP Services are sold separately. HP Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase. Customer may have additional statutory rights according to applicable local laws, and such rights are not in any
way affected by the HP terms and conditions of service or the HP Limited Warranty provided with your HP Product.
5. For full Intel® vPro® functionality, Windows 10 Pro 64 bit, a vPro supported processor, vPro enabled chipset, vPro enabled wired LAN and/or WLAN card and TPM 2.0 are required. Some functionality requires additional 3rd party software in order to run. See http://intel.com/vpro
6. Intel® Active Management Technology requires an Intel® AMT-enabled chipset, network hardware and software, as well as connection with a power source and a corporate network connection. Setup requires configuration by the purchaser and may require scripting with the
management console or further integration into existing security frameworks to enable certain functionality. It may also require modifications of implementation of new business processes.
7. Windows 10 MM14 battery life will vary depending on various factors including product model, configuration, loaded applications, features, use, wireless functionality, and power management settings. The maximum capacity of the battery will naturally decrease with time and
usage. See www.bapco.com for additional details.
8. Recharges the battery up to 50% within 30 minutes when the system is off or in standby mode. Power adapter with a minimum capacity of 65 watts is required. After charging has reached 50% capacity, charging will return to normal. Charging time may vary +/-10% due to System
tolerance.
9. Testing is not intended to demonstrate fitness of U.S. Department of Defense (DoD) contract requirements or for military use. Test results are not a guarantee of future performance under these test conditions. Accidental damage requires an optional HP Accidental Damage
Protection Care Pack.
10. HP drop test results are not a guarantee of future performance under these test conditions. Damage under the test conditions or any accidental damage requires an optional HP Accidental Damage Protection Care Pack.
11. Optional features sold separately.
12. HP Total Test Process test results are not a guarantee of future performance under these test conditions. Accidental damage requires an optional HP Accidental Damage Protection Care Pack.
13. Tested by up to 10,000 wipes with germicidal towelettes over a 3-year period. See user guide for cleaning instructions. Tested with Sani-Cloth® HB Germicidal Disposable Wipe (EPA Reg. No. 61178-4-9480), Sani-Cloth® Plus Germicidal Disposable Cloth (EPA Reg. No 9480-6),
Sani-Cloth® AF3 Germicidal Disposable Wipes (EPA Reg. No. 9480-9), Super Sani-Cloth® Germicidal Disposable Wipes (EPA Reg. 9480-4), CaviWipes® (EPA Reg. No 46781-8), Clorox Healthcare® Bleach Germicidal Wipes (EPA Reg. No. 67619-12), Windex® Electronic Wipes and PDI
Easy Screen® Cleaning Wipe.
14. HP BIOSphere with Sure Start available only on business PCs with HP BIOS. HP BIOSphere Gen 3 requires Intel® 7th generation processors
15. HP Engage One Pro : Contains ocean-bound plastic material in speaker covers
16. 100% outer box/corrugate cushion packaging made from sustainably sourced certified and recycled fibers. Fiber cushions made from 100% recycled wood fiber and organic material. Any plastic cushions are made from >90% recycled plastic. Excludes plastic bags and plastic foam
sheeting.
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