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Lloydspharmacy’s PMR system live in 85% of branches amid further complaints

Lloydspharmacy’s PMR system – LS Retail – is now live across 85% of its branches in Great Britain, with the aim of “completing the rollout later this summer”, the multiple has told C+D. 

Introduced to replace the existing 20-year-old dispensing system, Compass, Lloydspharmacy initially hoped to implement its new patient medication record (PMR) system across all branches in Great Britain by the end of 2021, the multiple previously told C+D.

However, it had paused the rollout of LS Retail into any new branches until January 2022, it told C+D in October last year, “due to the usual increase of activity in pharmacies over this period”.


Read more: Lloydspharmacy pauses rollout of new PMR system in ‘lead up to Christmas’


The dispensing system “is now live in 85% of Lloydspharmacy stores”, a spokesperson for the multiple confirmed to C+D last week (June 29).

“We are aiming to complete the rollout later this summer,” they added.


Lloydspharmacy satisfied with PMR system despite concerns


“The system is currently running as normal across the estate,” the spokesperson told C+D.

But patients have recently taken to social media to raise concerns over the new software’s technical issues, which have allegedly left branches struggling with queues of patients and disgruntled customers.




The new system had already experienced teething troubles, with C+D readers claiming in September that it had been rolled out without adequate training for staff and had been plagued with technical issues and bugs.

Later in October, Lloydspharmacy told C+D that it had previously identified a “server-related issue” that was slowing the dispensary system in around 500 of its branches. 

Responding to the latest issues flagged on social media, the Lloydspharmacy spokesperson told C+D: “Where we experience local issues, we work closely with our third-party providers and partners to ensure minimal disruption to our colleagues, customers and patients in the area.”

In branches where the PMR system has not yet been rolled out, pharmacy teams will be provided with “the necessary training and guidance”, and each branch will get a “dedicated coach who can answer any questions and provide first-hand support”, they added.


Read more: The pharmacy technician who supported seven Lloydspharmacy branches through COVID-19


“Comprehensive training”


Last year, one anonymous source claimed to C+D that locums were refusing to work in some branches where LS Retail had been implemented until all staff had received extensive training and the bugs were fixed.

At the time, Lloydspharmacy responded to the claims by telling C+D that it was offering “comprehensive training… to all retail colleagues with an absolute minimum of six weeks’ notice” prior to implementation.


Read more: Lloydspharmacy responds to claims new PMR is causing patient backlogs and cancelled locum shifts


“This includes self-directed training via e-learning modules, a test and play system that gives colleagues the opportunity to practice using LS Retail before it goes live, and daily virtual demos that are scheduled three times a day, five days a week including Saturdays, to offer as much flexibility as possible for colleagues to attend the sessions,” the multiple told C+D at the time.


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