The introduction of artificial intelligence (AI) for planning pharmacy emergency services has apparently led to problems and chaos in several federal states in Germany. Various media report that on some days, customers have to travel long distances, while on other days, several pharmacies close to each other are open.
Theoretically, AI usage seems beneficial: it promises to ease the workload of pharmacies and ensure an even and optimal distribution of services. The State Pharmacists’ Chamber in Baden-Württemberg promotes the new regulation by stating that for citizens, little would change. “Efforts are still made to keep distances as short as possible. On average, two on-duty pharmacies are 8 kilometers apart, and in over 98% of cases, the maximum distance is 25 kilometers. Exceptions are always decided on a case-by-case basis.”
However, experiences from neighboring Bavaria tell a different story. In the district of Landsberg, for instance, there were days when not a single pharmacy was on duty. “In this example, Schwabmünchen is the nearest alternative with a 20-minute drive. It takes between 25 and 40 minutes to reach Weilheim and Schongau, provided one has a car,” reports the Landsberger Tagblatt.
Similar issues were reported from Hesse at the end of 2023. There, a reform by the State Pharmacists’ Chamber also involved AI, and pharmacists in the city of Fulda complained that on some Sundays and holidays, multiple pharmacies in the city were open. The Pharmacists’ Chamber explained, according to Apotheke Adhoc, that the AI attempts to balance the workload among pharmacies. In rural areas, where there are fewer pharmacies, the emergency service burden has traditionally been higher than in urban areas, where more pharmacies are concentrated in a small space.
There is also discontent in Baden-Württemberg. An apothecary expressed concerns in Apotheke Adhoc about the significant additional workload and the difficulty in managing these extra shifts with the available staff. He also noted the lack of a recognizable pattern between the shifts.
Heise online reached out to several pharmacists’ chambers for comments, but they did not respond immediately.
The implementation of AI in planning pharmacy emergency services was intended to streamline operations and provide a more balanced distribution of workload among pharmacies. However, the practical application has revealed several challenges. In rural areas, the burden on pharmacies can be significant due to fewer available facilities. The AI system’s attempts to balance workload sometimes result in multiple pharmacies being open in urban areas, leading to inefficiencies.
In some regions, like Landsberg in Bavaria, the lack of available pharmacies on certain days forces customers to travel considerable distances, which can be particularly challenging for those without access to a car. This situation highlights a critical gap in the AI’s current planning approach, which does not always account for geographical and logistical realities faced by customers.
Pharmacists have also expressed concerns about the irregularity of the shifts assigned by the AI system. The lack of a predictable schedule makes it difficult for pharmacy staff to plan and manage their resources effectively. This unpredictability can lead to increased stress and workload for pharmacy employees, who must adapt to the changing demands of their shifts.
The challenges faced by the AI system in planning pharmacy emergency services underscore the complexity of balancing technological innovation with practical, real-world needs. While AI offers the potential for more efficient operations, its application must be carefully managed to ensure that it meets the needs of both pharmacies and their customers.
Addressing these challenges may require a combination of technological refinement and human oversight to ensure that the AI system can adapt to the diverse needs of different regions. By incorporating feedback from pharmacists and customers, the system can be improved to provide a more reliable and efficient service that truly benefits all stakeholders.