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Independent pharmacies must ensure they are not caught out by the Government’s national digital landline switchover, says professor Sultan Mahmud…

The Public Switched Telephone Network (PSTN) – the name for the infrastructure that underpins traditional analogue services – will be retired in January 2027 and replaced by Voice over Internet Protocol (VoIP) technology.

VoIP simply means making phone calls over a broadband internet connection instead of old copper telephone lines. This transition marks one of the biggest upgrades to the nation’s communications in decades, promising greater reliability, resilience and improved call quality.

For pharmacies, preparing for this change is not simply a technical requirement but an essential step in safeguarding patient care and ensuring continuity of service.

Many pharmacy systems and devices, from alarm systems to payment terminals and telecare services, rely on the PSTN for daily operations and without early preparation, there is a real risk that critical equipment may fail to operate once the switch-off is complete.

This is why it is essential for pharmacies to audit their existing infrastructure now. The government has encouraged pharmacy teams to contact their communications provider as a priority to arrange the upgrade or switch off services you no longer require so you can;

•        Audit systems to check which machines and processes might be impacted.
•       Prioritise prescription services that use PSTN.
•       Inform teams about the switchover.
•       Display awareness materials about the switchover and impact on telecare alarms.

By working with telecoms providers and suppliers, they can identify which services will be affected and put migration plans in place. Acting early also gives pharmacies the chance to test new systems, train staff, and ensure that patient outcomes remain uninterrupted.

Digital connectivity for better patient outcomes

The switchover offers an opportunity for pharmacies to modernise how they connect with patients. Digital infrastructure enables faster, more reliable services, as well as better integration with digital health platforms.

For community pharmacies in particular, which are increasingly at the frontline of primary care, these capabilities could strengthen their role in supporting patient access and delivering on the NHS Long Term Plan, which aims to shift more care into community settings and closer to people’s homes.

In short, the switchover is not simply a technical upgrade but the foundation for a more connected, patient-centred model of pharmacy care.

While the change may feel daunting, telecoms providers are stepping up to support businesses through the process. At BT, we are encouraging all PSTN-reliant businesses to complete their transition by the end of this year.

We know from working with customers that the infrastructure landscape can be complex, but with the right guidance it can be navigated smoothly, and we are here to help every step of the way.

Some pharmacies have already made the switch ahead of the deadline. Being Well Pharmacy in Brighton, for example, shared that they had big aspirations for growth and wanted a solution that was truly future proof.

As they explained, ‘you don’t want to be changing your service later on when you grow, by switching to digital now, you can scale simply and easily’. The move has already delivered efficiency benefits, freeing up staff time on the technology side. That extra time enables more personalised conversations with patients.

What pharmacies can do to prepare

For pharmacies, the key is to start early and take a structured approach. While the PSTN switch-off may seem a while away, preparing now will avoid last-minute disruption and ensure continuity of patient services. Here are the essential steps:

1    Audit your systems and equipment: Begin by mapping out everything in the pharmacy that relies on a landline connection. This includes tills, payment terminals, fax machines, alarms, telecare devices and even refrigeration monitoring systems. Identifying these dependencies early gives clarity on what needs to be upgraded or adapted.  

2   Engage your suppliers and partners: Speak with telecoms providers, IT suppliers and system vendors to confirm your approach to going digital. Some equipment may require a software update, while others may need replacing altogether. Building this picture now helps avoid unexpected work later down the line.

3  Develop a migration plan: Create a clear timeline for change. Factor in time for ordering new equipment, installing it, testing systems and training staff. Staggering the transition allows you to spot and resolve issues without impacting day-to-day operations.

4  Consider wider digital opportunities: The switchover is also a chance to modernise. Pharmacies can explore how emerging digital tools – from smarter communication systems to data-driven technologies like AI – might streamline operations and enhance patient support.

5  Test, train and reassure: Once upgrades are made, test systems thoroughly and ensure staff are confident in using new technology. Reassure staff too by letting them know that the change is designed to improve reliability and enhance the service they give.

By acting now, pharmacies can minimise disruption, reduce costs, and use the switchover as a springboard for stronger, digitally enabled care.

Sultan Mahmud is the director of healthcare and communities at BT Group.