AI is rapidly transforming healthcare practice, but how will it challenge pharmacists’ identities – which are closely tied to knowledge, intelligence and decision-making expertise?
As AI continues to transform the labour market, the education of pharmacists needs to change, said Dr Louise Schaper, an internationally renowned digital health leader and Fellow of both the International Academy of Health Sciences Informatics and the Australasian Institute of Digital Health.
‘I think many pharmacists believe they just have to learn how to use a new tool and work out how AI is involved in the standard workflow,’ she said. ‘But AI is not just about replacing tasks – it’s about redefining human roles. We need to move away from the focus of rote knowledge towards teaching pharmacists to be wise interpreters of AI who have the human skills to interact with patients and customers.’
Redefining value
Like doctors, pharmacists have traditionally defined their value through deep knowledge and precision, Dr Schaper said. ‘Their sense of identity is closely tied to being an authority on medications.’
Pharmacists also feel responsible for supporting population health, especially through vaccination programs, harm minimisation services and medicines adherence support.
‘They feel quiet pride in being the unsung hero of the health system, working behind the scenes to prevent medication errors, counsel patients and collaborate with prescribers.’
But with OpenAI aiming for 1 billion users by year’s end, and ChatGPT generating information at speeds far beyond human capacity, these traditional values are under pressure.
‘Pharmacists don’t just practice the profession, they embody it,’ Dr Schaper said. ‘That’s why this disruption feels so personal.’
Building relationships and trust
While AI can process vast amounts of data, Dr Schaper stressed that it cannot deliver what patients most value: human empathy.
‘The opportunity for a pharmacist to be seen as more of a health partner is ripe. Skills such as empathy, ethical reasoning and nuanced clinical judgement will all become increasingly important,’ she said.
‘AI can crunch data, but it’s artificial and synthetic. It can’t build real touch, real trust, empathy or judgement. A machine can’t tell if it is dealing with a struggling single [parent], or an elderly person on a walker.’
‘The opportunity for a pharmacist to be seen as more of a health partner is ripe. Skills such as empathy, ethical reasoning and nuanced clinical judgement will all become increasingly important.’
Dr Louise Schaper
This, she argued, is where pharmacists must lean in. ‘Pharmacists need to focus on building relationships. Not only do they have years of knowledge and experience, but they can understand patients as human beings.’
For Dr Schaper, this human connection is irreplaceable. ‘AI may allow patients to get information, but they want to bring it to someone with years of knowledge and experience, who understands what they might be going through and who will help them navigate the information.’
Seasoned pharmacists also have an opportunity to guide early-career colleagues in developing critical relational skills, ensuring the profession remains indispensable in an AI-driven healthcare system, she added.
The march of AI
Dr Schaper’s research highlights how major players such as Amazon are disrupting pharmacy. A recent study published in JAMA showed that Amazon’s RxPass has improved medicines adherence and lowered costs. The program lists about 60 generic medicines available to Prime members for a $5 monthly fee. The tech giant is also testing a chatbot and mobile app called Health AI that can answer health and wellness questions, provide common care options and suggest products.
Dr Schaper said Amazon has already registered Amazon Pharmacy in Australia – ‘they did that years ago’.
Meanwhile tools such as ChatGPT are giving patients new ways to ‘Doctor Google’ medicines, while technology companies are developing Agentic AI – systems capable of autonomous action and decision-making with minimal human input. In the future, these tools could undertake treatment planning, remote monitoring, documentation checks and supply chain optimisation, Dr Schaper said.
Despite this, the keynote speaker at PSA25 in August believes pharmacists should stop worrying about being replaced and instead view AI as a co-pilot. She suggested starting to use AI through tools such as ChatGPT to become familiar with what it can do, and transition to using it to reduce the burden of administrative tasks so more time can be spent on customer and business development.
But, she cautioned: ‘This isn’t just about learning a new piece of kit. Pharmacists need to work out their own identity in that process and make it happen, supported by the PSA and education that delivers real-world experience.’
This moment is a reminder of what makes healthcare unique: connection and relationships, Dr Schaper said. ‘Pharmacy, too, has that added entrepreneurial spirit, with many pharmacists running small businesses and innovating to meet community needs. That mix of expertise is exactly what will help the profession adapt and thrive.’
Her message to pharmacists is clear: think about these changes now and make sure you’re ready to embrace them.
