Hema Patel is an entrepreneur and committed independent community pharmacist who runs four pharmacies – including one in Benfleet. She’s at the helm of a huge transition in community based healthcare. The Benfleet pharmacy only has about 30 patients walk in a day, an indication of the increasing demand for pharmacy services. Patel’s focus is on providing the types of medical services that are “the best use of our expertise” as doctors.
To meet this increasing demand, Patel’s Benfleet pharmacy has increased its infrastructure by adding more consultation rooms. To improve efficiency, the pharmacy has piloted an automation process for dispensing using a robotic dispensing device within its stock room. This innovative shift gives the administrative staff the resources they need to get back to patient care instead of worrying about paperwork piled high.
Patel says installing this kind of high-tech automation at her remaining three pharmacies would be cost prohibitive. The robotic system is performing miracles at the most congested intersection, providing an economically efficient intervention. Its $93 million price tag makes it a barrier for her other outlets. Patel claims that the pharmacy sector is “under siege” from funding cuts. He leads the way in calling for more and faster funding from the central government, especially now with rising inflation.
In fiscal year 2025-26, the remuneration for the essential community pharmacy contractual framework increased to £3.1 billion. That’s not enough, Patel says—the community deserves more. She is a staunch advocate for increased pharmacy funding. This support will go a long way to easing the crippling patient pressure experienced by General Practitioner (GP) surgeries.
Patel shared her worries for community pharmacies’ bottom line today as our panel opened up. And yet… business rates are going up, minimum wage going up, national insurance contributions went up, electricity up,” she explained. She understands that these increasing costs would threaten the long-term viability of community pharmacies if left unfixed.
The automation at her Benfleet automation has almost always been a benefit. She elaborated on the innovative work the robot—and the system it’s helping to operate—are doing for a majority of the tasks. Due to this, nearly half of the 11,000 prescriptions doesn’t even require a review. This major technological innovation plays a powerful role in making operations more efficient. In addition, staff have more time to interact with and assist patients.
Patel’s dedication to advancing the quality of care doesn’t stop at hospital efficiency. She loves her job. “We are making positive changes to people’s lives every single day, and so I feel great that I’m able to do this in my career,” she remarked.
Patel agrees that automation can do a lot to improve the quality and consistency of service delivery. For pharmacies to be successful in the long run, he notes that additional funding is critical. She told us, “I can’t afford to employ another robot.” That’s why, with the right funding, we can — and must — bring healthcare back to life, along with NHS, our national treasure, for the benefit of our booming population.