Why change is needed
Community pharmacy continues to operate in a challenging environment, with increasing pressure on NHS services, ongoing access issues for patients, and significant financial strain across the sector.
Against this backdrop, it is clear that both the NPA and our partner network must continue to evolve - ensuring we are truly supporting members in meaningful, practical ways.
Becoming truly Member-First
A central focus of the day was our commitment to becoming a genuinely Member-First organisation.
This means:
Putting member outcomes at the heart of every decision
Ensuring all partnerships deliver clear, tangible value
Embedding member needs into everything we do
This shift will shape how we work with partners moving forward - placing greater emphasis on relevance, impact and long-term value.
Listening to our members
We shared direct feedback from members on the Trusted Partner Network. While engagement remains strong, members told us they want:
Clearer, simpler information about partner offerings
Less “selling” and more meaningful support
Greater confidence in quality and alignment
The message was clear: members value partners—but expect transparency, quality and real business impact.
A new approach to partnerships
In response, we are evolving the Trusted Partner Network into a more strategic, high-quality ecosystem.
Our future approach will be:
Strategically aligned to the needs of the sector
Quality assured through robust and ongoing review
Integrated into the wider NPA offering
Driven by member value, not just visibility
Our ambition is to create a network that is recognised as the go-to source of trusted solutions for community pharmacy.
Strengthening Quality Assurance
A key development is the introduction of an enhanced Quality Assurance (QA) framework.
This will ensure all partners:
Align with NPA values and the needs of the sector
Deliver clear and demonstrable value to members
Meet high standards across financial, contractual and operational areas
Are held accountable through regular reviews and member feedback
This is a significant step in reinforcing trust and consistency across the network.
Unlocking greater value for members
We also explored how we can better connect members with the support they need.
Key areas of opportunity include:
Private services and clinical growth
Digital and technology solutions
Workforce and operational efficiencies
Going forward, we will focus on:
Making partner benefits easier to understand and compare
Sharing more real-world case studies
Increasing access to webinars, demos and practical insights
A shift in how we promote partners
We are moving away from traditional, standalone partner promotion towards a more integrated “Member Value Ecosystem.”
This means:
Embedding partner solutions into broader NPA communications
Highlighting relevance and timing rather than pushing promotions
Positioning partners as part of the solution to running a better pharmacy business
Looking ahead
We will continue to shape this approach collaboratively, using feedback from both members and partners.
This marks an important step towards building a stronger, more trusted and more impactful partner network—one that truly supports community pharmacy now and into the future.
We’d like to thank all partners who joined us and contributed to such a positive and productive day. We look forward to continuing this journey together.
