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OBJECTIVE To provide reference for strengthening the quality of pharmaceutical care in retail chain pharmacies and the professional capabilities of licensed pharmacists， and to meet the public’s pharmaceutical care needs. METHODS A combination of questionnaire survey and informant interview was used to investigate the general information of licensed pharmacists in retail chain pharmacies in Guangdong province， the implementation of pharmaceutical care， the competence and knowledge status of the surveyed licensed pharmacists， and the factors affecting the development of pharmaceutical care. RESULTS & CONCLUSIONS A total of 444 questionnaires were sent out and 326 effective questionnaires were collected， with an effective recovery rate of 73.42%. Among 326 surveyed licensed pharmacists， a college degree or higher accounted for 40.18%， and the pharmacy major or related accounted for 79.75%. A total of 185 （56.75%） of the surveyed licensed pharmacists indicated that the retail chain pharmacies where they worked had established specified areas of pharmaceutical care； 320 （98.16%）， 137 （42.02%） and 181 （55.52%） of the surveyed licensed pharmacists indicated that the retail chain pharmacies where they worked could provide services such as rational medication guidance for patients， decocting traditional Chinese medicines and establishing health records， etc. The self-assessment scores of the surveyed licensed pharmacists were significantly higher than 3 （median） for competence and knowledge level， but the self-assessment scores for medication therapy management competence and pharmaceutical care practice were relatively low. The surveyed licensed pharmacists believed that the main factors affecting the development of pharmaceutical care in retail chain pharmacies included patients’ lack of trust or cooperation （196， 60.12%）， sales performance requirements （170， 52.15%）， and heavy daily workload （165， 50.61%）. It is recommended that relevant authorities expedite the legislative process of the Pharmacist Law， optimize the continuing education system for licensed pharmacists， and implement a star-rating evaluation system for pharmaceutical care capabilities in pharmacies， so as to encourage retail chain pharmacies and licensed pharmacists to pursue a more specialized development path. At the same time， pharmaceutical retail chain enterprises should shift their business mindset， increase investment in pharmaceutical care， enhance the professional atmosphere in the pharmacies， optimize the compensation structure for licensed pharmacists， and elevate the pharmaceutical care capabilities of both the pharmacies and licensed pharmacists to fulfill the pharmaceutical care needs of the public.
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OBJECTIVE:To explore the strategy of competitiveness improvement of retail chain pharmacies in China under the impact of pharmaceutical electronic commerce. METHODS:The development of pharmaceutical electronic commerce in China is in-troduced. Major problems of retail chain pharmacies development are analyzed to put forward the strategy for promoting their com-petitiveness. RESULTS & CONCLUSIONS:Pharmaceutical electronic commerce develops rapidly in China,and there are 3 major operation mode,ie. B2C online pharmacy,third platform and B2B purchase platform. The development of pharmaceutical electron-ic commerce greatly influences the further development of chain pharmacy. Considering rising costs,medical insurance policy ad-justment and brand drug profits lowering,retail chain pharmacies must reposition its value;turn into big health(including diversi-fied category structure,chronic disease management and in-depth professional service);regard O2O E-commerce model as strate-gic move for rapid scale expansion in the future,so as to improve customer loyalty and long-term competitiveness.
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OBJECTIVE:To provide reference for promoting the further development of pharmaceutical service in chain phar-macies and the regulation of related departments. METHODS:Field investigation and questionnaire survey were used to investigate the basic situation of pharmaceutical care in 5 chain pharmacies in Chengdu city and analyze the results. RESULTS:In terms of core service,it showed that 2 pharmacies had no suspension of pharmacists license and the pharmacist was not on-the-job;there was significant difference in the medication guidance frequency of pharmacists in those pharmacies(P<0.05);more than 50% sur-veyed consumers received medication guidance when buying drugs in pharmacy B,C and E. In terms of perceived service,3 phar-macies existed illegal drug advertising and 3 existed illegal promotion;drug partitions of all pharmacies were good;service archive material showed best in pharmacy C and worst in pharmacy D;in service advisory zone setting,setting of independent advisory zone was worse. In terms of extended service,5 pharmacies had different preferential ways for memberships except for the prefer-ence in membership day;the unbundling service in those pharmacies was worse,and no pharmacies had no less than 10 unbun-dling varieties. CONCLUSIONS:Pharmaceutical service in chain pharmacies in Chengdu city is barely satisfactory. Pharmacy should strengthen the assessment and management of pharmacists and improve pharmaceutical service,and regulatory authorities strengthen the supervision of advertising and promotion of drugs. What’s more,it is suggested to establish cloud supervision plat-form with the internet information technology,carry out remote service and cloud service and strengthen brand marketing service on the internet to improve the pharmaceutical service levels in chain pharmacies.
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OBJECTIVE:To construct retail chain pharmacy service quality evaluation model suitable for our country.ME_ THODS:SERVQUAL service quality evaluation method was adopted.RESULTS:Based on the practical condition of domestic retail chain pharmacy,24influencing indexes of which were presented and a service quality evaluation model was estab-lished.CONCLUSION:This evaluation model serves as guidance for the improvement of service level of retail chain pharmacy.