Norfolk and Norwich University Hospitals NHS Foundation Trust (NNUH) partnered with the East of England NHS Collaborative Procurement Hub (the Hub) to transform its pharmacy dispensary and stores. The existing environment was constrained by limited space and ageing infrastructure, including a legacy robotic dispensing system that occupied the centre of the room and a significant proportion of the department.
Staff faced challenging working conditions, with regular bottlenecks and up to eight team members queuing for five computer terminals. Lengthy queues for ward top-up requests and ambient noise levels reaching 80 to 90 decibels also affected the working environment. The trust recognised the need for a modern, efficient solution that would improve operational performance, support staff wellbeing and maintain safe and reliable medicines management services.
The challenge
The pharmacy department operated within a restricted footprint that limited storage capacity, constrained workflow and created operational and safety risks. The existing robotic dispensing system offered limited capacity, lacked modern tracking capabilities and was prone to mechanical delays.
Several key processes also relied on manual administration. Controlled Drug registers were maintained on paper, creating a three-week backlog, while ward-based key management required staff to spend time locating and tracking physical keys. Together, these issues increased operational pressure, reduced productivity, created risks to stock control and workflow efficiency, and caused frustration for staff.
The action
Using the Hub’s Pharmacy Automation Solutions DPS, NNUH procured and implemented a new dual-arm robotic dispensing system, equipped with ‘Dotty 1’ and ‘Dotty 2’ arms. The compact design released valuable floor space, allowing the trust to undertake a wider redesign of the dispensary layout.
The pharmacy team reconfigured the dispensing process to create a logical workflow, moving prescriptions more efficiently through dispensing, checking and collection stages while allowing staff to prioritise urgent prescriptions. Additional workstations and height-adjustable benches were introduced to improve staff experience and increase capacity.
The trust also implemented BD C2Safe electronic Controlled Drug cabinets integrated with pharmacy systems and expanded the use of automated Pyxis and Medstation ward dispensing units with electronic fob access. These improvements combined automation, digital controls and workspace redesign to modernise pharmacy operations.
The impact
The project delivered substantial operational and environmental benefits:
- Storage capacity increased from approximately 18,000 packs to around 38,000 packs within half the physical footprint of the previous robot
- Workflow redesign removed bottlenecks and established a clear dispensing, checking and collection process
- Between 30 and 40 ward top-up requests that previously accumulated each day are now completed on the same day
- Electronic Controlled Drug management eliminated a three-week documentation backlog
- Noise levels reduced from 80 to 90 decibels, creating a calmer working environment
- Self-cleaning shelves, three-dimensional visualisation and self-optimising stock placement improved automated stock management
- Electronic fob access improved traceability, reduced stock discrepancies and eliminated the need for staff to track down physical ward keys
Results
The combination of modern automation and workflow redesign changed how the pharmacy department operates. A previously crowded and reactive environment became more structured, efficient and predictable.
The East of England Collaborative Procurement Hub have supported us in implementing a new pharmacy robot from identifying our needs through to contract sign off with our awarded supplier.
Their knowledge and experience has been invaluable, and having an existing Automated Dispensing System under a Dynamic Purchasing System removed a significant amount of pre-tender procurement work.
I would definitely recommend using the hub’s frameworks to ensure best practice, regulatory compliance and implementation support.
Anna Mitchell
Pharmacy Procurement Lead
Norfolk and Norwich University Hospitals NHS Foundation Trust
Separating key stages of the dispensing process reduced congestion and the risk of human error, supporting safer working practices. Staff benefited from an improved working environment, while wards received medicines and stock replenishments more quickly and reliably. The enhanced automation also strengthened medicines management processes and supported safer out-of-hours access to medication across emergency and acute care settings.
A model for the future
NNUH’s experience illustrates how automation can deliver greater value when combined with a full review of physical layout and pharmacy processes. By integrating robotic dispensing, electronic Controlled Drug management and automated ward cabinets, the trust achieved significant improvements in efficiency, traceability and workplace culture.
The Hub’s Pharmacy Automation Solutions DPS provided a streamlined, proven procurement route, helping the trust secure a solution that addressed the pressures created by its ageing pharmacy infrastructure.
Find out more
For more information about the Hub’s pharmacy solutions, contact: [email protected]