When Amazon’s PillPack expanded to Medicare on June 3, 2025, it wasn’t just another service launch; it was a clear signal of how digital-first pharmacy models are racing ahead of traditional care. With sorted packets and caregiver permissions, it’s efficient and patient-friendly. But efficiency has its costs.
A Missing Conversation
Uriel Barrena, a frequent traveler managing HIV, had a tense experience with mail-order CVS Specialty in May 2025. Running low on medication mid-trip, he spent hours on the phone only to hear that no local refill could bridge his care gap.
“The weirdest thing,” Barrena says, “is that CVS, Caremark, and CVS Specialty were not listening the whole time…” In the end, he was saved not by the system, but by friends locating extra pills.
Barrena’s ordeal is a stark reminder that scale doesn’t equate safety. Two-thirds of Medicare members take two or more medications daily, and yet digital delivery eliminates those micro-interactions where pharmacists catch side effects or reinforce adherence.
When Access Shifts, Workloads Follow
What looks like a retail strategy is actually a seismic shift in patient care. Between 2010 and 2021, almost 33% of U.S. pharmacies closed their doors. In 2025, CVS and Walgreens have accelerated this trend: CVS plans to shut down another 270 stores this year, while Walgreens is on track for over 1,300 closures. The effects of America's two largest pharmacy chains closing over 1,500 stores may be troubling, or may provide an opportunity for independent pharmacies to get smart and grab market share. Fast.
For patients, however, this means the “last mile” of pharmacy care often ends at the independent pharmacy across the street. But NCPA data shows nearly 70% of independents are under intense staffing pressure and struggle with burnout.
Here’s where automation collides with human limits: as mail-order redirect demand, under‑resourced pharmacies face sudden surges in traffic. Without tools to scale fast, this surge translates into longer wait times and stressed staff.
Rebalancing Care in a Digital Age
At ShiftRx, we believe technology should strengthen, not sideline, the human side of care. As the pharmacy landscape shifts toward automation and home delivery, in-person care becomes even more essential. That’s why our platform is built to keep local pharmacies resilient. From instant shift posting to seamless credentialing, ShiftRx helps teams stay responsive and present. We don’t replace the pharmacist, we help make sure they have the time and tools to do what they do best: care.
The real question isn’t whether technology belongs in pharmacy, because it does. We need to ask, how can we build a system where automation streamlines the logistics but preserves the relationships?
The answer isn’t simple, and it may well be possible that the future of pharmacy hinges on how well we navigate this liminal space—how we operate in a world of automation and care. Technology can streamline operations, but it shouldn’t come at the cost of connection. At ShiftRx, we’re building tools that support the human side of pharmacy, so providers can stay present where it matters most.
Written by ShiftRx team member, Cassie Wu
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Uriel Barrena’s Mail-Order Crisis