Customer stories
From paper to digital: how EPS is streamlining prescription workflows in South Wales
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In Ogmore Valley, South Wales, two local pharmacies are leading the way in adopting the Electronic Prescription Service (EPS), bringing greater efficiency and improved patient care to the community.
Gareth Rowe and his wife Claire own and run Ogmore Vale and Nant-y-moel pharmacies, where they dispense about 20,000 items every month across their two sites. With over 17 years of experience, they play a key role in providing healthcare to their local community.
As one of the first pharmacies in Wales to trial EPS, Gareth’s team was at the forefront of this transition. However, the journey wasn’t without its challenges.
“It was a challenge,” Gareth admitted. “One thing to keep in mind is that EPS is new to all of us in Wales. While we're familiar with the concept and know it's been used in England, we didn't fully understand the nitty gritty of how it actually works.”
Despite the initial challenges, Gareth and his team adapted quickly, thanks to the support of Optum and Digital Health and Care Wales (DHCW).
The training from Optum was invaluable. Their team had in-depth knowledge of ProScript Connect®, and having a trainer on-site who understood the concept well made a big difference. They spent time testing the system, answering my questions, and making sure we fully understood how everything worked.”
How paper prescriptions slowed pharmacy workflow
Before the introduction of EPS, Gareth and his team faced logistical challenges common to many pharmacies in Wales – having to physically collect prescriptions from their local GP surgery. Whilst the pharmacy’s proximity made this less of an issue compared to other sites, the manual collection and processing of prescriptions still took up a significant amount of Gareth’s time.
EPS has completely removed the need to go and wait for prescriptions. Being able to send them electronically makes things so much easier for everyone. From a logistical point of view, it’s been great.”
Improving pharmacy efficiencies and prescription tracking
The introduction of EPS has brought notable improvements within the workflow at Gareth’s pharmacies, providing the ability to track prescriptions at every stage, from dispensing to claims.
In the past, tracking down a lost prescription could be time-consuming, but with EPS, it’s much easier.”
“I can print it out, place it in the basket, and then track it as we process it”, Gareth continued. “I really value the audit trail, as it allows me to trace the prescription through various stages—new prescription, dispensed, dispensed claim, and so on. Being able to track prescriptions is the biggest aspect for me.”
Gareth's advice for other pharmacies
For Gareth, implementing EPS has reinforced the importance of collaboration and adaptability. His advice to other pharmacists preparing for the transition is simple:
It can feel daunting at first, but preparation is key. Start readiness activities early, get familiar with the system, and embrace the change—it’s better for your patients and your team.”