Research of ethics and deontological aspects in pharmacies
DOI:
https://doi.org/10.14739/2409-2932.2021.2.232969Keywords:
market, consumer, client, loyaltyAbstract
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 (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.
Results. The systematization of the following factors: which determine the quality of service; related to the purchase of drugs (medicines); which determine the priority of qualities of pharmacies; determining the relationship between a pharmacist and a doctor. It was found that the most negative impact on pharmacy visitors, from the point of view of consumers, was the inattention of the pharmacist, his mistakes, irritability, rudeness, incompetence, as well as the high price of drugs, queues, and slow service. From the point of view of pharmacists, pharmacy visitors were most negatively affected by rudeness, incompetence of pharmacy employees, irritability, the price of drugs, the range of drugs, the presence of queues, and slow service. 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, a fifth of respondents assume the functions of a doctor, which is completely unacceptable. Using the technology of sociological survey, the analysis was carried out 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.
Conclusions. The systematization of the following 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 of qualities of pharmacies; determining the relationship between pharmacist and doctor. Using the technology of sociological survey, the analysis was carried out 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. It is established that the views on consumer dissatisfaction with visiting pharmacies differ insignificantly from the views of pharmacists. Pharmacist visitors are most negatively affected by the inattention and rudeness of the pharmacist, the high price of drugs, the presence of queues and slow service. It is established that, in general, pharmacists maintain the authority of the doctor in the eyes of visitors and, along with the latter, conduct educational work among the population.
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