The evolving role of pharmacies in the digital transformation era: a case study from Italy

The aim of the study is to explore how the implementation of a teleconsultation diagnostic solution carried out with pharmacies is able to improve quality and access of care and which are its impacts on the health service ecosystem. The method adopted is an explorative case study, preceded by a rapid theoretical focus on telehealth facilitated by information technologies and telemedicine tools. The case study refers to the project concerning teleconsultation diagnostic for heart diseases. The project, developed in Italy, involves a growing number of pharmacy and hospitals. The technology is based on real-time teleconsultation platform able to support clinicians with the telepresence of a specialist, offering different types of exams in pharmacy within the whole Italian territory. The adoption of the real-time telemedicine solution when supported by the appropriate organization design, can promote new care models, encouraging a rational and effective use of resources. In this context, a noticeable change in the role of pharmacies has been observed and provision of the services have been evaluated. The study has a normative value and its indications can be extended also in other clinical contexts that require operator-dependent diagnostic techniques.