Overview

Kingston Hospital became the first in the UK to introduce Boots Pharmacy prescription lockers. Powered by Clix Technology, the smart lockers offer patients 24/7 access to their medications, a considerable step forward in pharmacy convenience and accessibility. 

This case study analyses the first month of locker usage, drawing insights from operational data, user behaviour, and emerging opportunities, especially around medication safety and temperature stability.

Objectives

• Improve patient access to medication, including out-of-hours pickup.
  
• Reduce pharmacy queue times and improve staff efficiency.
  
• Provide a secure and convenient option for medication collection, particularly for vulnerable patients.
  
  

Key Performance Data – Month One

Locker Usage

• 41 lockers in active use, with lockers 2, 3, and 4 being the most frequently accessed.
  
• The system maintained consistent performance, with only 1 locker at a time ever being out of service — indicating strong reliability.
  

Collection Trends

• Most common collection time: 2:00 PM
  
• Out-of-hours collections: 15% of total prescriptions, a key indicator of accessibility beyond traditional pharmacy hours.
  
• Average dwell time (contact to collection): 25–30 hours, confirming rapid patient uptake and prompt usage.
  
  

Temperature Monitoring

• Total breaches: 8
  
• Average breach duration: 4.5 hours
  
• Most common breach time: 4:00 PM
  
• A pattern shows internal locker temperatures not aligning with external cooling patterns, meaning that during the colder weather the lockers were remaining at a stable temperature.
  
• Average overall internal temperature: 18°C
  

Key Impacts and Insights

Patient Benefit

• The 15% out-of-hours collection rate proves immediate value for working individuals, caregivers, and vulnerable people who may struggle to reach the pharmacy during standard hours.
  
• Lockers remove social and logistical barriers to medication access, making healthcare more inclusive and responsive to modern lifestyles.
  
  

Operational Efficiency

• By automating a significant portion of collections, Boots pharmacy staff have been able to reallocate time towards patient consultation and higher-value services.
  
• The consistently low locker downtime and intuitive UX demonstrate the robustness and reliability of the Clix system.
  
  

Growth Potential: Tackling Temperature Breaches

Temperature control is critical when dealing with sensitive medications. While only 8 temperature breaches occurred, and average locker temperatures remained at a safe 18°C, these early signals have prompted swift R&D innovation.

Next Step: Temperature Stabilising Inserts

• In response to the temperature variance data, Clix has begun developing and testing temperature-stabilising inserts to maintain optimal internal conditions regardless of external fluctuations.
  
• These inserts aim to prevent future breaches and unlock usage for heat-sensitive or life-saving medications, such as insulin or certain biologics.
  
• Once validated, this upgrade will further cement the lockers' role in supporting community healthcare, ensuring safe, secure, and round-the-clock delivery of critical prescriptions.
  
  

Why This Matters for Healthcare and Pharmacy Providers

• Accessibility: 24/7 collection supports patients with irregular schedules, mobility challenges, or who require privacy when collecting sensitive medications.
  
• Compliance: Timely, secure pickup reduces the likelihood of missed doses and improves patient adherence to treatment plans.
  
• Data-Driven Improvements: Real-time monitoring and insights into user behaviour and locker performance support proactive enhancements.
  
• Scalability: Minimal downtime and high uptake rates demonstrate that the system can be rapidly scaled across other hospital sites and high-street pharmacy settings.
  
  

Patient Voice

Overall Net Promoter Scores indicated a “Good” to “Very Good” level of satisfaction, with a huge 37% response rate to the feedback forms, compared to the 2-3% industry standard. 

Conclusion

The first month of prescription locker use at Kingston Hospital clearly demonstrates the transformative potential of Clix’s smart locker solution. By offering 24/7 prescription access with minimal disruption, the system provides patients with a safer, more flexible way to manage their medication.

Ready to Learn More?

To find out how Clix lockers can support your organisation's healthcare goals, contact our team here.

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