PCA(P)(2026)16 - Launch of Video Remote Interpreting (VRI) Pilot: Community Pharmacy
Published: 24th September 2026
Summary
This Circular is to advise community pharmacy teams of a Video Remote Interpreting (VRI) pilot which is being launched in community pharmacy settings. The pilot requires no additional equipment as a British Sign Language (BSL) user will use their own mobile phone.
The pilot will be announced in September with a launch date of 5 October 2026.
Background
The Scottish Government funds a service for BSL users called Contact Scotland BSL. This is a video-based interpreter system for BSL users and the hearing person they wish to communicate with, when they are in the same location.
This system provides on-demand interpretation with a skilled BSL interpreter via video call, allowing the BSL user and a member of the pharmacy team to communicate.
The pilot forms part of Scottish Government’s wider commitment to improving accessibility and reducing health inequalities. Community pharmacy has been identified as a suitable test environment for users to test the service in, allowing people who use BSL to access pharmacy services independently and effectively.
The app-based technology introduces a VRI solution that enables pharmacy teams to connect with a BSL interpreter via a secure video link. To initiate a VRI call, the BSL user will have to use their phone to scan the dedicated QR code within the poster asset attached at Annex A. A step-by-step guide is also provided at Annex B.
The app can be used to support routine pharmacy interactions and consultations. There are no associated costs to a community pharmacy participating in the pilot.
Action
Community pharmacy teams are asked to promote the availability of the service by displaying the provided poster asset (colour printing not required).
Provide feedback on their experiences at the end of the pilot.
Frequently Asked Questions (FAQs)
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BSL users will use their own mobile phone to scan a dedicated QR code, which enables a connection to a skilled BSL interpreter through a secure video link.
Source: Scottish Government (
https://www.publications.scot.nhs.uk/files/pca2026-p-16.pdf) -
No. The pilot requires no additional equipment and there are no associated costs to participating community pharmacies.
Source: Scottish Government (
https://www.publications.scot.nhs.uk/files/pca2026-p-16.pdf) -
The service can be used during routine pharmacy interactions and consultations, allowing BSL users and pharmacy team members to communicate through an interpreter.
Source: Scottish Government (
https://www.publications.scot.nhs.uk/files/pca2026-p-16.pdf) -
Community pharmacy has been identified as a suitable environment to test the service because it can help people who use BSL access pharmacy services independently and effectively while supporting efforts to improve accessibility and reduce health inequalities.
Source: Scottish Government (
https://www.publications.scot.nhs.uk/files/pca2026-p-16.pdf)
