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. Pharmacy 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 make sure the structural integrity of the floor was okay. The engineers were Italian and didn’t speak English, so communication was tricky at times – even simple wiring differences caused confusion.
“Then once it was in, we had to completely rethink our way of working. It took a few weeks for everyone to adapt, but that’s pharmacy – you adapt quickly because you have to.”
Many pharmacies are investing in 24-hour collection points. Is that something you considered?
“We did, but we decided against it. We’re already open from 8:30am to 9pm, Monday to Friday, so we offer long hours anyway. Those machines take up a lot of space inside and in a high-footfall pharmacy like ours, retail space is valuable. You have to choose technology that suits your particular business model.”
What difference has automation made for patients and staff?
“The biggest impact is time. Because the robot handles stock and picking, we’ve gained back hours we now spend with patients. When the robot’s fetching medication, we can be out front talking, advising, or counselling.
“It’s also allowed us to expand clinical services. We’ve even redesigned our space – we now have two consultation rooms. One is used for pre-booked services like weight management, travel vaccines and earwax removal, and the other is for quick walk-ins such as flu jabs or Pharmacy First consultations.”
How did you help your team adapt to such a big change?
“Training and teamwork. We were lucky to have Niall, one of our pharmacists, who’s brilliant with technology and became our robot champion. He trained everyone and helped troubleshoot issues.
“We’ve been inspired by Lean thinking, especially around reducing waste and streamlining tasks. We also created ‘Gemba Docs’ – laminated, step-by-step guides so staff can quickly see how to do things like input a split pack or reset a process.”
How has technology changed the culture of the pharmacy overall?
“The biggest change is the feel of the place. It’s calmer. People have ownership of their work areas. We can be more present with patients. Ironically, automation has made us more human, not less.”
Looking ahead, what’s next for McCartan’s in terms of innovation and service?
“With GP access becoming harder, people naturally come to pharmacies first. We need to embrace that.
“The new Independent Prescribers are going to transform what pharmacies can offer. We’ll need to upskill to deliver more clinics – things like throat swabs, UTIs, earwax removal. We have to meet patients where they are: on their phones. People want to book appointments online and manage everything digitally. That’s our next focus – creating the platforms to make it easy.
Finally, what advice would you give to other pharmacies thinking about investing in automation?
“Pick technology that fits your space and strategy. Our robot is upstairs because we couldn’t afford to lose retail area – that choice made it sustainable for us. Expect some resistance at first; it’s natural. Have a champion in your team, document everything, and keep communicating.
“When things go wrong – remember that challenges bring people together. Once you’ve been through that, nothing else feels impossible!”