Digital in your pharmacy: how to integrate it while strengthening human connection?
Digital in pharmacies still triggers mixed reactions. Some see it as a way to save time while others see it as a risk for the relationship with patients. In reality, everything depends on the tools you choose and how you integrate digital into your pharmacy layout.
At PLUO, we see digital as a support for the human experience. Here is why and how.
In Belgium, digital in pharmacies usually serves two main purposes:
- Inform patients, for example through dynamic screens and interactive kiosks
- Automate the back office, for example with a robot
We look at these digital tools based on what we have seen work in independent pharmacies, with a strong human dimension.
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When it is designed to support the patient journey, digital does not replace the pharmacist. It helps make the experience smoother, reduces pressure in the pharmacy and frees up time for what matters most: advice.
Dynamic screens, kiosks, click and collect. These tools need to be used with care. When poorly integrated, they create confusion. When well thought through and aligned with the daily life of the pharmacy, they improve the overall experience.
At PLUO, our vision is clear. Digital should fit naturally into the space, without distracting the patient or overloading the environment.
The goal is not to increase the number of screens, but to:
• Guide patients more clearly
• Make information easier to access
• Simplify repetitive tasks for the team
• Strengthen human interaction at the counter
At Pharmacy Servais in Mont-Saint-Pont, the digital layout supports a smoother flow and improves access to services.
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Dynamic displays to inform without overwhelming
Dynamic displays are useful when they serve a clear purpose. They guide, inform and reassure, without distracting.
When used well, they support prevention messages, highlight your services and bring visibility to seasonal products or specific services such as vaccination.
At PLUO, we approach layout and digital as one coherent project. When we place a screen, it never replaces the conversation. It prepares it, by giving clear reference points before the patient reaches the counter.
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A robot supporting queue management
Integrating a robot in the back office significantly improves the team’s workflow. It saves valuable time when dispensing medication at the counter. This helps reduce queues during peak hours and strengthens patient satisfaction and trust.
Benefits of a robot in pharmacy
• Better stock management and expiry tracking
• More quality time for the team with patients
• Staying present in the front office while keeping an overview
• Autonomous order preparation and organised storage
Limits to consider
• Cost. It is a significant investment that requires careful consideration
• Space. A robot requires room, which can be challenging in smaller pharmacies
Our advice for effective integration
A robot works best when it is considered from the very beginning of the project.
At Pharmacy Saint_Pierre de Morialmé, the robot was integrated into the renovation project from the start. It supports internal operations while maintaining the human interaction at the counter. When a robot is not installed immediately, the layout should still allow for future integration if needed.
Interactive kiosks to guide patients
The goal is not to remove human contact, but to place it at the right moment.
Interactive kiosks are self service digital screens that complement the pharmacist’s role. They provide information and make the patient journey easier.
They first allow patients to access information on their own. For example, someone can explore advice on colds, allergies or sleep through simple explanations or videos. This helps them better understand before speaking with the pharmacist.
They also help with orientation. In a pharmacy with different areas such as baby care, dermocosmetics or orthopaedics, the kiosk can guide patients or highlight a specific zone.
They also make services more visible. Many patients do not realise that pharmacies offer vaccination, testing or follow up. A kiosk can present these services clearly.
They also make waiting time more useful. While waiting, patients can explore health content or discover products suited to their needs.
Some kiosks can even prepare the interaction with the pharmacist. A short questionnaire on stress, sleep or skin can help guide the advice.
They can also suggest complementary products. For example, after looking into cold symptoms, the kiosk may suggest a nasal spray, vitamins or lozenges.
Benefits for everyone!
- For the patient
More autonomy, a better understanding of health topics, a more useful waiting time and a more modern experience. - For the team
Time saved at the counter, more focused conversations, better support and a smoother flow in the pharmacy. At the end of the day, the fatigue feels right. It reflects meaningful work. - For the pharmacy
Better visibility of products and services, more complementary sales and a professional, forward looking image.
Layout and digital: one coherent approach
Digital cannot be added afterwards without thinking about uses and flows.
Screens, kiosks and automation need to be considered from the start of the project. By clarifying needs early on, it becomes possible to:
• Choose the right digital tools
• Improve the clarity of the patient journey
• Ensure consistency between the physical space and digital tools
• Maintain a balance between technology and human interaction
In PLUO projects, digital is always considered as an extension of the patient journey, never as a standalone element.
Key takeaway
Digital tools can still be added after a renovation. They will simply be more useful when they are chosen with care. Taking time to explore the options beforehand always makes a difference.
Contrary to common belief, a well designed digital pharmacy strengthens the relationship between pharmacist and patient. By simplifying the journey, reducing waiting time and improving flows, digital gives time back where it matters most.
Digital to bring people back to the centre
- Advice becomes central again
- Listening takes its place again
- The pharmacy feels calmer
What if you explored digital in your pharmacy
What if your pharmacy became more fluid, more comfortable and more efficient every day, while improving patient information and freeing up time for your team?
We are here to guide you and to integrate this thinking in a clear and thoughtful way into your pharmacy layout.