Central fill and GLP-1 demand expected to reshape care delivery
Canadian pharmacists are increasingly aware of artificial intelligence as a transformative force in their field, but most have yet to put it into use, according to a new industry report.
TELUS Health released its 2026 Pharmacy Trends Report, drawing on a survey of more than 150 retail pharmacists across the country. The report identifies five major forces reshaping the pharmacy sector: AI, automation, digital integration, direct-to-consumer drug availability, and the evolution of pharmacy care.
The findings reveal a gap between awareness and action on AI. Nearly half of respondents (47%) cited AI integration as the most significant driver of change in pharmacy, yet only 3% said they currently use AI tools most of the time.
Pharmacists identified reliability concerns as the top barrier to adoption, with 62% citing unreliable outputs and 45% pointing to system integration challenges. Still, strong interest emerged in tools designed to reduce administrative workloads. Three in four pharmacists said they would benefit from AI-assisted workflow automation in dispensing and drug interaction screening, while 70% expressed interest in billing and adjudication optimization.
The report also highlighted a disparity in tool performance. Pharmacy-specific AI tools were rated as 55% to 75% effective, compared with 38% for generic AI tools – a finding the report said highlights the need for purpose-built solutions.
“With approximately six million people in Canada lacking access to primary care, pharmacies are increasingly becoming a first line of support,” said Ratcho Batchvarov, vice-president of provider solutions at TELUS Health. “The next phase of pharmacy modernization will depend on reliable technology and workflows that reduce friction, improve coordination, and give pharmacists more time to focus on patient care.”
The report also flagged challenges around data use. Thirty-nine per cent of pharmacists said they never use business intelligence tools, and only 5% use them daily.
Meanwhile, the anticipated arrival of generic GLP-1 medications – a class of drugs used in metabolic therapies – is expected to accelerate demand for digitally enabled, personalized care services, creating new competitive pressure on traditional pharmacy models.
Central fill – a model in which prescriptions are processed at a centralized facility – was identified as a high-impact trend by 22% of respondents. Among pharmacists already using it, 64% reported reduced dispensing time.
Looking ahead, 70% of pharmacists expect AI-integrated central fill models to improve efficiency and speed within five years.
“Technology and new drug availability is accelerating new models of pharmacy care,” said Batchvarov. “That raises the bar for the entire sector and reinforces why connected data, smarter workflows, and more efficient operations matter so much.”
