Pharmacy technicians undervalued and underpaid, reveals study

Many of England’s pharmacy technicians are forced to endure low pay, poor job satisfaction, bullying, lack of support and stressful work environments, a study by University of Manchester researchers has shown. 

The findings from a survey and interviews provide an important context to the retention crisis for pharmacy technicians, who are leaving their current employers or the role altogether in numbers. 

Published in the journal Research in Social and Administrative Pharmacy this week, the study reveals their role is characterised by heavy workloads, inadequate staffing, and lack of support. 

A minority of the 603 respondents – 489 of which were women – also reported favouritism, bullying, and racism, especially in community pharmacies and some hospitals. 

The findings are a stark warning to policy makers that urgent action is needed to retain the 26,500-strong English pharmacy technician workforce. 

After formal recognition of the role in the early 2000s, registration was made mandatory in 2011, requiring two years of study. 

Pharmacy technicians are now regulated pharmacy professionals, who are taking on increasing levels of responsibility in community and hospitals, and increasing numbers are working in general practice. 

Government plans for newly qualified pharmacists registering as independent prescribers from 2026 and delivery of increasing levels of clinical services through community pharmacies will mean pharmacy technicians are needed to take on more responsibility to free up pharmacists’ time. 

However, according to NHS England, current workforce projections (Based on 2021 figure from Health Education England. Pharmacy Technician and Pharmacy Support Staff Workforce Development Strategy) suggest the number of pharmacy technicians will not meet the demand, which could lead to a vacancy rate of 9% across the acute and primary care sectors.

NHSE also estimates that vacancy rates in community pharmacies are even starker at 20% and rising. 

Lead author Dr Imelda McDermott, research fellow at The University of Manchester said: “Our study discovered many complexities behind the falling numbers of pharmacy technicians. 

“These include low pay, limited career advancement, lack of recognition by employers and stressful work environments, characterised by heavy workloads, inadequate staffing, and lack of support. 

“Our evidence shows that staff turnover is influenced by a multitude of factors such as career commitment, organisational commitment, job satisfaction and job stress.

“But as Government policy sees their role as increasingly important, these issues need to be resolved.”

Co-author and the study’s principal investigator Professor Ellen Schafheutle said: “There are challenges preventing pharmacy technicians from effectively fulfilling their expanded roles.

“One is the lack of clarity surrounding their roles and responsibilities, particularly in community pharmacy settings.

“But the heart of the problem could lie in the lack of adequate support and recognition of their inherent value, leading to job dissatisfaction and high turnover rates.

She added: “Employers need to address compensation disparities, offering fair and competitive wages that reflect the pharmacy technician’s extended roles and responsibilities. 

“Prioritising career development opportunities, such as mentorship, demonstrates a commitment to pharmacy technician growth and job satisfaction. 

“Cultivating supportive and inclusive work environments is equally important. This involves fostering a culture that values pharmacy technician contributions and promotes work-life balance. 

“A stable, committed workforce, will benefit the organisation, the pharmacy technician’s workforce and ultimately, patient care.”

It was sent by the NHS England funded Centre for Pharmacy Postgraduate Education (CPPE) to 11,762 people who had agreed to be contacted for marketing and evaluation purposes. 

The team also carried out 19 qualitative interviews to understand the views and experiences of pharmacy technicians and the factors that contribute to their intention to leave practice.

One of the respondents told the researchers:  “Within the career itself, I don’t think pharmacy technicians’ role is very well described. People don’t actually know what we do.” 

Another said: “I have left community pharmacy after 10 years of stress and bullying by customers, staff and management.”

And another commented: “you could get £3 an hour more stacking shelves in supermarket, which is pretty eye opening.…In pharmacy you make a mistake and you have got a whole raft of things that you need to be seriously worried about and that is only worth 30 pence more an hour.”

The paper Why are pharmacy technicians leaving?: Factors contributing to turnover intention and strategies for retention is available here