The use of artificial intelligence (AI) in community pharmacies is growing...to try to improve patient care, efficiency, safety, etc.
Some are worried that it’ll replace jobs.
But think of AI as a tool to enhance the work you do...NOT as a substitute for your knowledge and skills, empathy, or experience.
For example, expect to see AI features in your pharmacy system to help manage inventory and predict shortages...flag potential errors...or optimize workflow, such as by triaging calls or estimating wait times.
But your role will be essential in reviewing AI suggestions for appropriateness...and making decisions based on knowledge and expertise.
And AI agents that type and bill Rxs are being tried. But human oversight remains critical for verifying AI’s outputs to ensure accuracy.
AI can also assist with resolving issues or complaints. But your ability to actively listen, communicate clearly, and connect with patients is often what fosters trust and truly impacts care.
Be open, patient, and curious as technology and your practice evolve...and consider these tips to leverage AI safely and responsibly.
Start small and identify potential areas to lean on AI.
For instance, you may be able to use AI to streamline administrative tasks such as drafting communications to insurers, etc...optimizing staffing or training schedules...or polishing emails or performance evals.
But keep in mind, AI can “hallucinate,” make errors, misinterpret data, or provide incomplete or biased info. Always verify accuracy.
Establish and follow guardrails. Never input identifying patient info or sensitive company data or financials into AI tools. And only use tools vetted and approved by your workplace...for privacy, security, etc.
For example, some AI applications can transcribe conversations with patients into detailed profile notes...but explicit consent is needed.
Stay alert for patients using AI for medical or drug info.
AI may help with providing quick answers to general questions. But it can struggle with nuanced clinical info...or reference old or irrelevant data that don’t align with current practice or guidelines.
There’s also a rise in “deepfake doctors”...or AI-generated videos impersonating physicians to spread misinformation. Encourage verifying online medical and drug info with a trusted human healthcare professional.
Explore our new resource, Artificial Intelligence in Pharmacy Practice, for more potential uses plus other considerations.
- Roosan D, Padua P, Khan R, et al. Effectiveness of ChatGPT in clinical pharmacy and the role of artificial intelligence in medication therapy management. J Am Pharm Assoc (2003). 2024 Mar-Apr;64(2):422-428.e8.
- Munir F, Gehres A, Wai D, et al. Evaluation of ChatGPT as a Tool for Answering Clinical Questions in Pharmacy Practice. J Pharm Pract. 2024 Dec;37(6):1303-1310.
- Shin E, Hartman M, Ramanathan M. Performance of the ChatGPT large language model for decision support in community pharmacy. Br J Clin Pharmacol. 2024 Dec;90(12):3320-3333.