Assessment of Service Quality at Community Pharmacies in the City of Belgrade, Republic of Serbia / Procena Kvaliteta Usluge U Apotekama U Gradu Beogradu, Republika Srbija

Abstract

ABSTRACT One of the principles of rational drug use is informing patients about their prescribed drug and its effects. A pharmacist has to contribute to safe and appropriate drug use and give patients adequate drug information. Service quality in pharmacies is examined by measuring drug use indicators provided by the World Health Organisation. Indicators relevant for pharmacies include patient care indicators and health facility indicators. The goal of this paper is to measure indicators of drug use in both private and state-owned pharmacies. Drug use indicators were measured prospectively in private and state-owned-owned pharmacies in Belgrade, Serbia. The study is designed as a cross-sectional study. The research was conducted withon 100 patients at each of 14 pharmacies, 7 of which were state-owned and 7 of which were private. Pharmacies were selected randomly. Drug use indicators were not significantly different between private and state-owned pharmacies, except for their essential drugs lists. To improve pharmaceutical health care and achieve rational pharmacotherapy, all pharmacists should dedicate more time to patients.