Customer stories
Newcastle pharmacy halves Pharmacy First consultation times with Digital Gateway
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Pharmacy First consultations at Boots in Newcastle are now taking half the time, thanks to the new Digital Gateway feature in PharmOutcomes®, Optum's market-leading referral and consultation management solution.
As a busy pharmacy in the city centre, Advanced Practitioner Linda Hameed and her team deliver a wide range of NHS and private services including, travel, chicken pox and HPV vaccinations alongside the Pharmacy First scheme.
Pharmacy First allows patients to access treatment for common conditions directly from their pharmacist, without needing a GP appointment. It’s designed to ease pressure on general practice while improving access to care—especially for people who are time-pressed or unable to get to a GP.
Managing the Pharmacy First surge
When Pharmacy First launched in January 2024, it was an instant success at the Newcastle Boots branch. “Students were too busy to go to the GP, and people working nearby just didn’t have time. We got really busy, which was great for the pharmacy and great for the GPs too”, said Linda.
But with that success came new challenges. A surge in patients meant that people were arriving all at once, expecting quick help. Staff were juggling diaries, queues, and paperwork—all while trying to keep up with regular services.
With so many patients arriving at once, we needed an effective way to triage them.”
To manage the growing demand, the team started using a manual diary system to triage walk-ins, writing down appointment times so they could better manage the flow of patients. On average, they carry out 5 Pharmacy First consultations a day, with each one taking 15–20 minutes, depending on symptoms and medication needs.
Making a real difference with Digital Gateway
That’s when Digital Gateway was introduced and started making a real impact.
Digital Gateway has basically cut the consultation time by half.”
By scanning a QR code, patients can now complete a short form before their consultation with a pharmacist. The form checks if they meet the Pharmacy First criteria, speeding up the process for both pharmacy staff and patients.
The new feature has helped with queues, waiting times, and consultation times—we absolutely love it. ”
The benefits go beyond saving time. Linda says it’s made the entire experience more professional and positive for patients: “Patients feel more in control because they understand what to expect. If they aren’t eligible for care, they’ve already seen it themselves on the form, so there’s less frustration.”
The impact on the pharmacy team has been huge as well. “The consultation has become much faster, which means for me as a pharmacist, my day-to-day workload is much better managed now than what it was before.”
Embracing technology
Linda encourages other pharmacies to embrace Digital Gateway.
“I’d say, don’t be scared of technology – just give it a try” she said. “At first, I thought, ‘Oh no, another new system!’ but honestly, it has made a huge difference. It lightens workload, improves triaging, and it makes you feel so much better about the work you’re doing.”
With tools like Digital Gateway, Boots Newcastle is not just keeping up—it’s leading the way in making pharmacy services faster, smarter, and more patient-friendly.