Amazon will soon offer vending machines for prescription drugs. What could go wrong?

Dow Jones
Oct 16

MW Amazon will soon offer vending machines for prescription drugs. What could go wrong?

By Genna Contino

The retail pharmacy's latest convenience play promises speed - but pharmacists warn of safety gaps, limited inventory and confusion for older patients

Amazon announced new kiosks for patients to easily access their prescription medications in minutes while still at the doctor's office.

As the pharmacy industry continues to evolve toward automation with the announcement of Amazon Pharmacy kiosks last week, experts warn that convenience could come at a cost.

The kiosks, set to launch in select doctors' offices across the Los Angeles area in December, were designed to eliminate time-consuming trips to the pharmacy after a doctor's appointment. In its press release, Amazon (AMZN) cited a 2024 J.D. Power study that found just 51% of customers said their prescriptions were quickly filled at retail pharmacies.

Getting a prescription filled in minutes before you even leave the doctor's office could be a time saver, but community pharmacists urge patients to consider the kiosks' limitations. They can work well for patients on medications they're already familiar with; for others, experts say, the absence of in-person counseling may increase the risk of mistakes and adverse drug interactions. They also have limited inventory.

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"There's only so many drugs that are going to go in that machine. We've all seen vending machines for a snack or a drink where we sure want that Snickers - but, 'Oh, they're out of Snickers, oh my gosh,'" said Douglas Hoey, chief executive of the National Community Pharmacists Association. "Well, this is not a Snickers. This is much more important. ... You need that medication, and it's out."

Amazon said the new units aren't vending machines but "pharmacist-supported dispensing points" that "make medications more accessible and affordable" and prioritize patient safety.

"Every prescription filled through Amazon Pharmacy - whether through home delivery or a kiosk - is reviewed by a licensed pharmacist, just as it would be at a traditional pharmacy, and patients can consult with a pharmacist," an Amazon spokesperson said in an emailed statement provided to MarketWatch. "Amazon Pharmacy Kiosks is an optional service that can simplify getting treatment faster - helping patients leave their doctor's office informed and with medication in hand, not a to-do list."

How medication vending machines work

Amazon expects to launch its first pharmacy kiosks at One Medical offices in downtown Los Angeles, West Los Angeles, Beverly Hills, Long Beach and West Hollywood, and plans to expand to additional locations soon afterward. One Medical, a primary-care health service acquired by Amazon in 2023, is available for $99 a year for Amazon Prime members and $199 a year for non-Prime members.

To use the kiosks, patients must first create an Amazon Pharmacy account. Then they can schedule an appointment at any participating One Medical location and, if they're prescribed medication, ask the provider to send it to Amazon Pharmacy. While checking out on the Amazon app, patients can select "kiosk pickup" and pay on the app. The app will then provide a QR code to scan at the kiosk to get the medication, which will be available within minutes, Amazon says. The machines will also give patients the option to call a pharmacist by clicking a button on the kiosk screen or by calling a provided phone number.

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This process is designed to dispense medication in minutes, according to the news release.

Amazon says these kiosks will eliminate barriers to medication access and help address the nationwide problem of pharmacy deserts, where communities lack reasonable access to a local pharmacy.

The concept of prescription vending machines isn't novel; consumer-facing automated pharmacy kiosks date back to the mid-2000s, when San Diego-based automated-pharmacy company Asteres began introducing its ScriptCenter machines in drugstores and grocery stores.

"What is new is that Amazon's putting its name on it, its big brand on it," said Hoey, a licensed pharmacist in Oklahoma, Virginia and Texas. "The limitations of those machines are still the same, though. It's a limited formulary."

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Emmabella Rudd, an advocate for insulin accessibility and diabetes research based in Washington, D.C., was encouraged by the news of the Amazon kiosks. Since being diagnosed with Type 1 diabetes at age 5, she has had several situations where she's needed an emergency vial of insulin and was unable to get it immediately from her pharmacy.

While the Amazon kiosks will not include refrigerated medications, Rudd is still encouraged by the industry's move toward accessibility, and hopes insulin will be available in pharmaceutical kiosks in the future.

"I do understand that they're going to be in these Medical One clinics and probably not have 24-7 access," Rudd said. "But if we're moving in that direction, that could be incredible, because there are so many people in the diabetes community who have dropped a vial of insulin or [found out] their medication is expired. Things come up."

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For their rollout, Amazon Pharmacy kiosks will offer a range of medications including antibiotics, inhalers and blood-pressure medication.

What the pharmacy industry's move toward automation means for patients

Hoey worries the lack of face-to-face consultations with a pharmacist at the kiosks can introduce certain risks for patients. For example, the patient might not know about certain drug interactions or specific ways to take a medication without a pharmacist's advice.

Calling an Amazon pharmacist to ask questions about this could alleviate those worries - but "the last thing I want to do is go through a phone tree," Hoey said. "Especially if I'm not feeling well, I just want my medicine."

Amazon says the kiosks have the same clinical oversight as traditional pharmacies but with added convenience, and that speed and convenience don't replace clinical rigor. Each kiosk has a camera with a live feed inside so pharmacists can "do a final check" before dispensing medication, according to a company spokesperson. Amazon also said a kiosk will not dispense medication until safety checks for drug interactions, allergies and dosing have been performed.

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Adding a kiosk as another pharmacy option can also be confusing, especially for elderly patients, said Mike Sevilla, a family physician in Salem, Ohio.

"It's really overwhelming to try to explain that to patients and say, 'You can go to this local pharmacy or you can go to a mail-away pharmacy, or in some of these Amazon places they have a kiosk,'" Sevilla said. "So it's a little bit more challenging, even though it's framed as better and more efficient for patients."

The kiosks are designed to be simple by default, according to an Amazon spokesperson, who noted the company has seen strong adoption of Amazon Pharmacy among older adults.

Hoey acknowledged that these kiosks can be a great option for young patients with busy lifestyles - but added that "for the vast majority of people, and especially those people who need more than just an occasional drug every now and then, the system breaks down at some point."

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-Genna Contino

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October 15, 2025 14:11 ET (18:11 GMT)

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