METHODOLOGICAL ASPECTS OF THE ANALYSIS OF THE QUALITY OF PHARMACEUTICAL SERVICES

The quality of a pharmaceutical service is a cumulative characteristic indicating the homogeneity of its provision in accordance with consumer expectations and existing requirements reflected in regulatory documents and institutional-level standards. The level of quality of pharmaceutical services largely determines the position of a pharmacy organization among competitors and its resistance to changing conditions of the pharmaceutical market, and the social aspects of pharmacies' work indicate the quality of drug treatment of patients and the pharmaceutical care provided to them. In this regard, the procedure for measuring and assessing the quality of pharmaceutical services is becoming increasingly important and relevant. Aim. To develop and apply a methodological approach to assessing and analyzing the quality of pharmaceutical services using a number of pharmacy organizations in the Irkutsk region as an example. Materials and methods. Scientific publications and provisions of current regulatory documents defining the basic requirements for the quality of pharmaceutical services were used. The quality of pharmaceutical services was assessed using the expert assessment method with the involvement of 285 experts. The study was based on 30 pharmacy organizations in the Irkutsk region. The competence assessment was carried out by assigning numerical values in points to individual characteristics of experts. When assessing the consistency of expert opinions, the Kendall concordance coefficient was used. Results. The most important tool used in the analysis of the quality of services of pharmacy organizations is the assessment system, which allows measuring the level of quality of services, interpreting the current situation, identifying possible risks and determining the available opportunities to improve the quality of services provided to the population. The article presents a concept for assessing the quality of pharmaceutical services suitable for use in retail pharmacy organizations serving the population. The authors present a ready-made set of tools for analyzing the quality of services: the main provisions of the assessment procedure and assessment criteria are defined and substantiated. The parameters and quality indicators adequately characterize the most important properties of the object of assessment. The results of testing made it possible to identify factors that have a negative impact on the quality of pharmaceutical services at the regional level. Conclusion. The developed methodological approach is universal and allows measuring and analyzing the quality of pharmaceutical services both at the level of individual pharmacy organizations and at the regional level. The obtained results of the assessment indicate a sufficiently high level of quality of pharmaceutical services, however, they provide a basis and opportunity to make a corrective impact on the activities of pharmacy organizations to improve the situation.