Research of ethics and deontological aspects in pharmacies

Materials and methods. To achieve the goal of the study, an analysis of scientific sources on ethical and deontological issues related to the professional activities of pharmacists (pharmacists) was carried. During the research, the methods of information search, systematization, comparison, and generalization, as well as sociological research methods were used. The object of the study was the results of questionnaires and interviews of visitors and employees of pharmacy chains of KP “Prymula”; pharmacy chains that are part of the company “Apteka-Mahnoliia”: Pharmacy ANC, Kopiika and pharmacies of the social project “Blahodiia”; pharmacy chains that are part of the company Med-service. Descriptive statistics methods were used to present the obtained data. To determine the significance of individual factors (Wij), obtained because of the questionnaire are listed to the corresponding specific weight of the component.

Актуальные вопросы фармацевтической и медицинской науки и практики. 2021. Т. 14, № 2(36). С. 259-264 The main task of the pharmacy is to provide highly qualified timely medical care to the population with a high culture of service. To perform this task, it is necessary to organize the work of the pharmacy in accordance with current standards, to ensure compliance with legislation governing the work of pharmacies, to strictly adhere to ethical and deontological principles [1][2][3][7][8][9].
In our country, the ethical standards of conduct of both medical and pharmaceutical workers coincide with legal requirements and are supported by laws and regulations. The main approaches to solving this problem are set out in the Fundamentals of the legislation of Ukraine on health care. Section X "Medical and pharmaceutical activities" contains articles that regulate the rights, duties, and responsibilities of medical and pharmaceutical workers in their professional activities [4].
The main ethical document is the Code of Ethics of pharmaceutical workers of Ukraine. The Code of Ethics for Pharmaceutical Workers of Ukraine is based on the Code of Pharmacists adopted in 1997 by the Council of the International Pharmaceutical Association and approved by the WHO. The International Code of Ethics and Recommendations of this Code contain 9 basic principles that govern the relationship between the pharmacist, the patient, the healthcare professional, and colleagues. The professional ethics of a pharmaceutical worker is based on the principles of legality, competence, objectivity and honesty, partnership and independence, confidentiality, and individual approach to each citizen. The Code aims to protect the dignity and human right to health care and sets out ethical standards of professional conduct and responsibility that should serve as a model guide for pharmaceutical chemists and pharmacists in their dealings with society in the context of market relations as the pharmaceutical profession grows and becomes more important. It should promote the formation of trust in the professional activities of pharmaceutical chemists and pharmacists, increase the status and image of these professions in society [5].

Aim
The aim of the study was to study the ethical and deontological aspects related to the professional activities of pharmacists.

Materials and methods
To achieve the goal of the study, an analysis of scientific sources on ethical and deontological issues related to the professional activities of pharmacists (pharmaceutical chemists). During the research the methods of information search, systematization, comparison, and generalization, as well as sociological research methods were used. The object of the study was the results of questionnaires and interviews of visitors and employees of pharmacy chains of KP "Prymula"; pharmacy chains that are part of the company "Pharmacy-Mahnoliia": Pharmacy ANC, Kopiika and pharmacies of the social project "Blahodiia"; pharmacy chains that are part of the company Med-service.
Descriptive statistics methods were used to present the obtained data. To determine the significance of individual factors (Wij), obtained because of the questionnaire are listed to the corresponding specific weight of the component. To do this, the answers for each factor were summarized. The factor with the highest score was taken as "1". The significance of other factors is calculated as the ratio of the sum of responses to the parameter that received the maximum score. To determine the rating of factors that shape consumer satisfaction with the work of pharmacists (pharmaceutical chemists) conducted additional studies to assess the significance of factors influencing consumer choice [6].

Results
The following factors were selected for this study: -Consumer dissatisfaction with the quality of service ( Table 1).
-Consumer dissatisfaction with the organization of pharmacies ( Table 2).
-Dissatisfaction of consumers associated with the purchase of drugs ( Table 3).
-Parameters that determine the relationship between the pharmacist and the doctor ( Table 5). Table 1 shows that the most negative effect on pharmacy visitors is the inattention of the pharmacist (Wij = 1.00), his Availability of loyalty programs 10 0.84 Table 5. The results of the evaluation of the parameters that determine the relationship between the pharmacist and the doctor The results of the factor assessment of the pharmacy organization that negatively affect the visitors of the pharmacy showed that the visitors of the pharmacies are most annoyed by the presence of queues (Wij = 1.00), intrusive advertising (Wij = 0.48), slow service (Wij = 0, 44). There is almost no attention to the lack of a place to rest (Wij = 0.04).

Discussion
Pharmacists (pharmaceutical chemists) believe that in the organization of the pharmacy consumers are most annoyed by: slow service (Wij = 1.00), queues (Wij = 0.94), lack of exchange (Wij = 0.52). Unsuccessful design of the trading hall (Wij = 0.06), inconvenient location of goods in the shop window (Wij = 0.10), small area of the trade hall (Wij = 0.10), lack of space for rest (Wij = 0.13) have value ( Table 2).
Analysis of the reasons related to the purchase of drugs that cause dissatisfaction showed that the most negative impact on visitors to pharmacies is the high price (Wij = 1.00), insufficient range (Wij = 0.28), low quality (Wij = 0.22).
Practically they do not pay attention to the impossibility of returning the released drugs in accordance with the law, inconvenient dosage forms, inconvenient dosage of drugs (Wij = 0.06).
The assessment of the views of pharmacists (pharmaceutical chemists) showed that the high price (Wij = 1.00) and insufficient range of medicines (Wij = 0.40), the impossibility of returning the goods in accordance with the law (Wij = 0.30) irritates pharmacy visitors and causes their dissatisfaction ( Table 3).
Next, the priority qualities of the work of pharmacies were identified ( Table 4). It was found that the most important criteria for pharmacy visitors are: service culture (Wij = 1.00), the atmosphere of the trading hall (Wij = 0.98), the range of drugs (Wij = 0.97), highly qualified staff (Wij = 0.96). The presence of loyalty programs (Wij = 0.84) is almost irrelevant.
An important element of pharmaceutical ethics and deontology are the moral rules governing the relationship between pharmacists and physicians, which must be based on the principles of humanism and a high awareness of their social duty.
The main thing in the relationship between medical and pharmaceutical workers is a common goal -to preserve the health and well-being of patients. At the same time the doctor bears the load associated with the diagnosis and prescription of drugs. Therefore, the doctor and the pharmacist should work as colleagues, respect each other's experience and knowledge.
The results of the assessment of the parameters that determine the relationship between the pharmacist and the doctor showed that, in general, pharmacists maintain the authority of the doctor in the eyes of visitors and, along with the latter, carry out educational work among the population. However, one-fifth of respondents assume the functions of a doctor, which is completely unacceptable. In addition, pharmacists make remarks to the doctor in the presence of the patient, which does not meet ethical and deontological standards. It should be noted that joint work with physicians to determine pharmacological standards for the treatment of formulary lists is not active enough ( Table 5).

Conclusions
1. The systematization of the main factors: which determine the quality of service; related to the purchase of drugs that cause dissatisfaction; which determine the dissatisfaction of visitors to pharmacies; which determine the priority qualities of pharmacies; determining the relationship between a pharmacist and a doctor.
2. Using the technology of sociological survey, the analysis was conducted and, based on ranking, the leading rational and emotional factors that form loyalty for certain segments of the professional activity of pharmacies using ethical and deontological principles were identified.
3. It is established that the views on consumer dissatisfaction with visiting pharmacies differ insignificantly from the views of pharmacists. Pharmacy visitors are most negatively affected by the pharmacist's inattention and rudeness, the high price of drugs, the presence of queues, and slow service.