When a pharmacy invests in automation, it’s never just about purchasing a new machine. It’s about reshaping how the team works, how time is allocated, and how patient care is delivered. For many, the move from manual blister trays to a pharmacy dispensing robot represents one of the biggest operational shifts they’ll ever experience. Yet, as we’ve seen across the UK and Ireland, it’s also one of the most rewarding.
The most compelling case for pharmacy automation solutions doesn’t come from glossy brochures or vendor promises, it comes from pharmacists themselves. Hearing their reflections, challenges, and successes paints the clearest picture of what automation really means on the ground.
Below, we share the experiences of several Totalhealth pharmacies that adopted PillPacPlus automated pharmacy solutions, showing what the first year of automation looks like, warts and all.
The Early Days: Training, Support, and Adjustments
“Installing the new robot and training us was seamless,” said Lisa Jackson, pharmacist at Brogans Totalhealth Pharmacy, Loughrea. “We were taken through every aspect, from changing paper and ribbon to producing a complete pack of patient pouches. The hands-on approach was far more helpful than a video or manual.” Lisa also emphasised the flexibility of PillPacPlus’s training, with evening sessions arranged to avoid disrupting daytime operations.
This kind of hands-on guidance was echoed elsewhere. At Bagenalstown Totalhealth Pharmacy, pharmacist Laura Phelan described her experience: “Our training day with Michele, the specialist pharmacist, was fantastic. She was incredibly patient and guided us through every step. It’s reassuring to know the PillPacPlus team is just a phone call away as we get acquainted with our newest dispensary team member”.
Pharmacists consistently highlight that it takes roughly two months to feel fully confident with the robot. As Sheena Kane from Murphy’s Totalhealth Pharmacy, Ballaghaderreen explained, “For pharmacies considering automation, we highly recommend that you include everyone in the training process. It takes about two months to become very comfortable with the robot. Know the tablet brands you want to be calibrated for your canister selection, and work closely with the PillPacPlus team”.
A Shift in Workload and Workflow
After the settling-in period, the impact on daily operations becomes apparent. At McGuiness Totalhealth Pharmacy, Roscommon, pharmacist Ollie McGuinness reflected: “Using PillPacPlus has improved efficiency within the pharmacy. We had reached a point where our technicians were spending all their time filling trays manually. The robot has automated the process for us, making life simpler and safer for both patients and staff, greatly reducing the chances of human errors. It speeds up the blistering process and has improved productivity in the dispensary”.
This theme freeing up time and reducing errors runs through nearly every testimonial. At Curley’s Totalhealth Pharmacy, Ballyhaunis, owner Mark Curley summed it up succinctly: “PillPacPlus has been a game changer. It has streamlined the dispensary workflow and made medication management for our community and nursing home patients safer, faster, and more efficient”.
Space management is another often-overlooked benefit. Several pharmacies reported how replacing trays with pouches significantly reduced clutter. More organised dispensaries not only improved workflow but also created a calmer, safer environment for both staff and patients.
Improved Accuracy and Patient Safety
Accuracy is central to pharmacy practice, and it’s an area where automation delivers measurable improvements. Sheena Kane at Murphy’s Totalhealth Pharmacy noted: “The Yuyama robot has made checking pouches much more accessible for our pharmacists, and we’ve noticed reduced medication errors. Patients love the convenience of pouch medication, especially when travelling”.
By combining the precision of a pharmacy dispensing robot with additional safeguards such as optical checking (through tools like the MDM Core), pharmacies can achieve consistency levels that manual processes simply can’t match. With each pouch clearly labelled with patient name, medication details, and dosing time, the chance of error is dramatically reduced.
This aligns with findings from wider industry reports. In England alone, an estimated 237 million medication errors occur annually, with around 16% linked to dispensing. By automating repetitive dispensing tasks, pharmacies drastically cut their exposure to this risk while ensuring greater safety for patients.
Staff Morale and Team Efficiency
One of the less tangible, but no less important benefits is the boost to staff morale. At Brogans Totalhealth Pharmacy, Lisa explained how the robot lightened workloads: “The ease of tracking who is due has been a game-changer. No more last-minute calls: I can now see who’s due and have everything ready in advance. The time reduction is massive, I can send multiple patients’ packs at once and check them at my convenience, freeing up dispensary space. Our technician has more time for other tasks. Rarely needing to do emergency supplies has significantly reduced our workload”.
That sense of relief is common. Teams no longer feel chained to endless tray-filling or emergency fixes. Instead, they can reallocate their time to patient-facing services and clinical consultations, activities that not only benefit patients but also remind pharmacists why they entered the profession in the first place.
Patient Experience: Simplicity and Convenience
Automation doesn’t just change the pharmacist’s day; it also reshapes how patients interact with their medicines. At Murphy’s Totalhealth Pharmacy, patients were quick to praise the convenience of pouch medication. “Patients love the convenience of pouch medication, especially when travelling,” said Sheena Kane.
The portability of pouches means patients no longer juggle multiple pill bottles or trays. For care homes, the clarity of pouches, each marked with date, time, and medication list, makes drug rounds smoother and safer. This, in turn, builds trust between pharmacies and the communities they serve.
Key Lessons From Year One
Reflecting on their first year, these pharmacies offered consistent advice for others considering automated pharmacy solutions:
- Plan Canister Selection Carefully – Choose which medicines to calibrate for canisters based on dispensing volume. This makes daily operations smoother and reduces refill bottlenecks.
- Include Everyone in Training – From technicians to pharmacists, involving the entire team from day one accelerates confidence and adoption.
- Allow Time for Adjustment – Expect a bedding-in period of one to two months. Familiarity builds quickly with consistent use.
- Use Vendor Support – Several pharmacies praised PillPacPlus’s responsive team, from on-site training to live chat and ticket support, as invaluable during early teething issues.
The Bigger Picture: Why Automation Matters
What’s striking about these stories is that no one frames automation as replacing pharmacists or technicians. Instead, it’s seen as a tool that allows staff to do their jobs better. As Stephen Burns, CEO of PillPacPlus, often says, “Automation isn’t about replacing pharmacists, it’s about giving them the tools to work smarter, not harder”.
For pharmacies, the benefits extend well beyond time savings:
- Regulatory compliance: Automated systems provide clear audit trails, essential for GPhC inspections.
- Patient safety: With reduced errors and consistent packaging, patients and care homes enjoy greater confidence in medicines management.
- Business resilience: With rising prescription volumes and staff shortages, automation helps pharmacies remain sustainable and competitive.
Looking Ahead
The voices of pharmacists like Lisa Jackson (Brogans), Laura Phelan (Bagenalstown), Mark Curley (Ballyhaunis), Ollie McGuinness (Roscommon), and Sheena Kane (Ballaghaderreen) offer a clear message: the first year with automation may involve learning curves, but the benefits quickly outweigh the challenges.
From reduced errors to happier staff, from more efficient workflows to safer medication rounds, pharmacy automation solutions are proving themselves as a cornerstone of modern pharmacy practice. Or, as Mark Curley so aptly put it: “PillPacPlus has been a game changer. It has streamlined the dispensary workflow and made medication management for our community and nursing home patients safer, faster, and more efficient”.
For pharmacies navigating the pressures of 2025, rising volumes, workforce shortages, and tightening regulations, these customer voices send a powerful signal: the future of pharmacy is automated, and it’s already here.
If you’d like to learn more about how a PillPacPlus pharmacy dispensing robot, eMAR Plus, or Pharmaself24 can support your pharmacy, get in touch with our team today.
