The adoption of dispensing technology: an occasion for restructuring hospital pharmacy work

Objective To understand the ways in which hospital dispensary work is being restructured following the implementation of dispensing technology. We examine the evolving role of pharmacists, technicians and assistants in their use of the technology. Setting The implementation of dispensing robots in two hospital dispensaries in a metropolitan region of the UK were examined over a 2‐year period. Method A qualitative case‐study design was used. Non‐participant observation, interviews and organisational documentary sources were the primary data sources. Analysis of first‐order themes identified common issues. Drawing on literature within organisational studies, second‐order themes were developed iteratively. Key findings Pharmacists render the dispensary less dependent on their physical presence by inscribing key dispensary practices into the robot, enabling them to move into more cognitive work roles. Technicians quickly adapt to the new dispensing process, gaining technical skills and competences through training on the robot and daily maintenance. This modernises the role of technicians and improves their visibility in the dispensary and within the pharmacy profession. Assistants become users of technology and become increasingly dependent on others for technical support. They lose autonomy as their work becomes more interdependent. The robot takes on the role as a team member, christened with a name, and referred to in anthropomorphising terms. Conclusion Dispensary workers and managing pharmacists should go beyond viewing the adoption of new technology at a functional level of efficiency and error rates. Rather, the findings highlight the changing nature of tasks and roles that are evolving with the restructuring of dispensing work. These need to be considered by those managing change processes associated with the implementation of these technologies, as they are shaped by workers' perception of the technology in use.