Currently, the city of Moscow has a procedure for preferential drug provision for certain groups of the population eligible for benefits, approved by Decree of the Government of Moscow dated August 10, 2005 No. 1506-RP “On the implementation of social support measures for certain categories of citizens of the city of Moscow to provide medicines and medical prescriptions dispensed by doctors' prescriptions free of charge or with a 50% discount.

The aforementioned order approved: the List of population groups, in the outpatient treatment of which medicines and medical devices are dispensed by prescription of doctors free of charge or with a 50% discount, and the List of categories of diseases, in the outpatient treatment of which medicines and medical devices are dispensed by prescription of doctors free of charge.

Federal Law No. 178-FZ of July 17, 1999 “On State Social Assistance” establishes the right to receive state social assistance in the form of a set of social services, which includes the provision, in accordance with the standards of medical care, with the necessary medicines for medical use according to prescriptions for medicinal products. medicines, medical products under prescriptions for medical products, as well as specialized medical nutrition products for disabled children, for certain categories of citizens specified in Articles 6.1 and 6.7 of the said Federal Law.

Provision of certain categories of citizens with medicines and medical products on prescription of doctors free of charge or with a 50% discount is carried out through pharmacy organizations (pharmacies of various forms of ownership and pharmacy points located directly in medical organizations (outpatient clinics) in administrative districts at the place of residence) . The list of pharmacy organizations is approved by the Moscow Department of Health.

Pharmaceutical organizations providing logistics services for drug supply to certain categories of citizens on doctor's prescriptions free of charge or with a 50% discount in the city of Moscow:

• CAO, SZAO, ZELAO of Moscow - LLC Trade House Pharm Center
• Eastern Administrative District, North Eastern Administrative District of Moscow - GBUZ of the City of Moscow "Center for Drug Provision of the Department of Health of the City of Moscow"
• SWAD of Moscow - PJSC Pharmimex
• CAO, SEAD, SAD, CJSC, TNAO of Moscow - GBUZ of the city of Moscow "Center for Drug Provision of the Department of Health of the City of Moscow".

Children from large families under the age of 18 are provided with medicines free of charge (the indicated measures of social support are provided to families with many children until the youngest child reaches the age of 16 (studying in an educational institution implementing general education programs - up to 18 years) in accordance with the Law of the City of Moscow dated 11/23/2005 No. 60 “On social support for families with children in the city of Moscow”.

Informationon the procedure for providing citizens with a package of social services

In accordance with paragraph 2 of Article 6.3 of the Federal Law of July 17, 1999 No. 178-FZ “On State Social Assistance” (as amended on August 22, 2004, December 29, 2004), the period for providing citizens with a set of social services is a calendar year.

In accordance with paragraph 1.11 of the order of the Ministry of Health and Social Development of Russia dated December 29, 2004 No. 328 “On approval of the procedure for providing a set of social services to certain categories of citizens”, an application for refusing a set of social services for the next year is submitted by a citizen to the territorial body of the Pension Fund of the Russian Federation annually up to 1 October of the current year. Citizens have the right to withdraw the submitted application for refusal to receive a set of social services (social services) for the next year until October 1 of the current year.

It is allowed to refuse to receive a set of social services in full, to refuse to receive social services provided for in clause 1 of part 1 of Article 6.2 of the Federal Law of July 17, 1999 No. if there are medical indications, vouchers for sanatorium treatment), and the refusal to receive social services provided for in clause 2 of part 1 of article 6.2 of the Federal Law of July 17, 1999 No. 178-FZ (providing free travel on suburban rail transport, as well as on intercity transport to the place of treatment and back).

Information about the production of medicines of the world's leading brands

Official information on the localization of the production of medicines of the world's leading brands on the industrial premises of Russian pharmaceutical manufacturers is published on the Internet on the following websites: https://rosminzdrav.ru, https://rg.ru, http://pharmvestnik.ru, http: //remedium.ru , http://gmpnews.ru , http://imemo.ru .

Search for drugs withdrawn from circulation

Information about the seizure of medicines can be found in the service "Search for medicines withdrawn from circulation", posted on the website of the Federal Service for Surveillance in Healthcare. http://www.roszdravnadzor.ru/services/lssearch

Quality control of medicines

Information regarding the quality of medicines in civil circulation can be found on the website of the Federal Service for Surveillance in Healthcare in the section "Drugs / Quality Control of Medicines / Newsletters"

The doctor is a pharmacist.

Pharmacology ("farmakon" - medicine and "logos" - teaching) is a science that studies the effects of drugs on the human body and animals.

The first systematic information about pharmacology was found in the ancient Egyptian papyri, records of Hippocrates and other philosophers. In the 16th century, the concept of drug dosage was streamlined. Modern pharmacology requires the pharmacist to know not only the general properties of the drug, but also the mechanisms of its action, pharmacokinetics (the science of the routes of administration, distribution and excretion of the drug from the body) and pharmacodynamics (the science of the types and mechanisms of drug action, its pharmacological effect).

A pharmacist is a specialist who studies drugs, the effects of drugs on the body, and also seeks new medicinal substances (which are used to diagnose, treat and prevent a disease).

The dominant activities of a pharmacist are:

"Development of new and improvement of existing drugs;
"Preparation of medicines (tablets, potions, powders, ointments, balms, etc.);
"Storage of medicines;
" Dispensing medicines in pharmacies to people and explaining to them the rules for taking them;
"Informing medical institutions and the public about the effect of certain drugs available for sale;
"Quality control and shelf life of medicines;
Reception of prescriptions from the population in pharmacies and the preparation of medicines according to them.

A pharmacist should be distinguished by such abilities and personal qualities as:

- well-developed long-term memory (the ability to store the necessary information in memory for a long time);
- excellent figurative memory (the ability to remember and reproduce taste, color, smell, and other parameters of substances);
- developed tactile and motor memory;
- sleight of hand;
- propensity for analysis and mathematical abilities;
- attentiveness, composure, accuracy, tact, high self-control.

In his work, the pharmacist strictly observes the rules for dispensing medicines, carefully monitors the conditions for storing medicines.

Any weapon (including against the disease) requires proper handling. All participants in the treatment process - a doctor, a pharmacist and, of course, the patient himself - must "skillfully" handle drugs. The pharmacist here acts as an intermediary, assistant to the doctor and consultant to the patient. The patient must strictly follow the instructions for the use of the medicine, not stop treatment without the knowledge of the doctor and not start treatment with some other drug. Violation of the dosage and rules of administration can adversely affect the state of health.

Only cooperation in this "union" of the doctor, pharmacist and patient is the main condition for the safe and effective use of drugs with the greatest benefit for each individual patient.

At the moment, people from: Moscow, Rostov-on-Don, Chita, Arkhangelsk, St. Petersburg, Yakutsk, Irkutsk, Penza, Yekaterinburg, Naberezhnye Chelny, Ryazan, Kaliningrad, Izhevsk, Tula, Kemerovo, Novosibirsk, Krasnoyarsk, Volgograd, Blagoveshchensk, Stavropol, Tambov, Yuzhno -Sakhalinsk, Kaluga, Kazan, Ufa, Ivanov, Chelyabinsk, Voronezh, Krasnodar, Samara, Nizhny Saratov, Novgorod, Petropavlovsk-Kamchatsky, Orenburg, Barnaul, Vladimir, Tyumen, Tomsk, Perm, Vladivostok, Belgorod, Cheboksary, Mineralnye Vody, Magadan , Maykop, Lipetsk, Nalchik, Ulan-Ude, Togliatti, Surgut, Khabarovsk, Tver, Petrozavodsk, Salekhard, Astrakhan, Kurgan, Orel, Omsk, Yaroslavl, Gorno-Altaisk, Murmansk ... as well as other large and small cities of the Russian Federation.

A modern pharmacy is not limited to the sale of medicines. There is fierce competition in the pharmaceutical business, and the winner is the company that was able to organize a high-level service, provide customers with additional services, win consumer loyalty with the help of discount programs and free expert advice. The easiest and most financially affordable way to develop an additional service in a pharmacy is to organize consumer consultations by phone.

It all starts with the most ordinary telephone - it has been used in business processes for almost a hundred years, since the first commercial telephone conversation between London and New York took place in 1927 via a transatlantic cable. Decades have passed, technology has improved, and today the pharmacy has several options for organizing telephone consultations.

First, decide on a phone number. Well, if it consists of the minimum number of digits in a convenient combination. A beautiful phone number is easy to remember by ear, it is a kind of indicator of the solidity of the organization. Placed on a business card, on a signboard, on an advertising leaflet, on a packaging bag, on a discount card, the number catches the eye and, having seen it several times, the buyer will definitely remember it. You can get a prestigious number by concluding an agreement with a local PBX or a commercial telecom operator.

Telephone at the workplace of the chief

If there are no constant queues in the pharmacy, it is enough to equip the workplace of the pharmacist with a telephone set for consultations. Why is this needed? Of course, to win customer loyalty! As often happens, when a person who is far from medicine comes home with a purchase, he forgets how to take the medicine correctly. And not everyone can independently deal with the annotation to the drug - after all, the information provided there is intended primarily for specialists. The easiest way to solve the problem is to call the pharmacy and clarify the dosing regimen, a combination of several drugs.

Many buyers, when purchasing medicines prescribed by a doctor, bypass several pharmacies and compare prices. Knowing the phone number of the pharmacy, you can check the availability of the desired medicine and its price without wasting time visiting several pharmacies. Quite often, they ask for the pharmacy's working hours by phone. The main thing to remember is that this service is important for customers, and everything you do to organize it is not in vain!

The pharmacy employee's time is limited, and his main duty is to serve the visitors who come to the pharmacy. By phone, the first-timer will not be able to give detailed consultations - there simply won’t be enough time, visitors in line will start to get nervous, rush the pharmacy employee, make fair comments and demand attention. In fact, this is a consultation "on the run" - the answer to 1-2 questions and a polite farewell to the caller.

The main topics of the brief consultations

1. Pharmacy hours of operation.
2. Availability of a drug.
3. Medicine prices.
4. The drug is dispensed by prescription or is freely available.
5. When, to whom and under what conditions discounts are provided.

Not only the first-timer can answer calls briefly. Any of its employees, up to the cleaner, can tell about the work schedule of a pharmacy, and a marketer, a pharmacy manager, and a trainee student can provide information about the availability of a medicine and its price.

Dedicated telephone counseling specialist

If the employee of the first desk cannot cope with the flow of calls without compromising the main work, it is worth considering expanding the staff of the pharmacy and inviting a specialist to communicate with customers by phone. It can be not only a pharmacist or a pharmacist by education, but also a doctor - practice shows that the most popular among pharmacy clients are the consultations of a specialist doctor.

A doctor can advise pharmacy visitors at certain hours both by phone and in person - such consultations have a great effect on sales, increasing the average purchase price at times. A typical example is consultations of a phlebologist in a pharmacy: he can not only examine a patient suffering from varicose veins, but also recommend corrective pillows for a night's rest, pick up compression stockings, and prescribe additional medicines to be taken in combination with the main therapy.

Often pharmacies, in order to save on wages, involve students of medical educational institutions - universities and colleges, as well as student interns during their internship, to work on the phone. The key skills of an employee on the phone: sociability, goodwill, competent speech, clear diction, the ability to build a conversation, the ability to listen to the buyer, understand him and attract shopping to this particular pharmacy. Naturally, the main requirement is knowledge in the field of pharmacology.

For full-fledged work, a consultant "on the phone" will need a room - a separate office or a dedicated area in the trading floor, as well as a computer with access to information about the pharmacy's inventory balance and prices for goods available.

The main topic of detailed consultations

1. Selection of an over-the-counter drug.
2. Clarification of the drug regimen.
3. Clarification and discussion of undesirable effects of the reception.
4. Issues of replacing drugs with synonyms and analogues.
5. The combination of several drugs in the treatment of underlying and concomitant diseases.
6. Complaints about defective goods and other claims.
7. Ordering medicines from the warehouse of a wholesale company.

Sometimes the subject of consultation affects not only the issues of buying and taking medicines, but goes beyond the scope of pharmaceutical activities. Here it is important to clearly understand the main ethical principle of the work of any physician - do no harm! If the caller, listing the symptoms, demands a diagnosis and prescription of medications, it is unprofessional to follow his lead. Your sacred duty is to send the patient to the attending physician. A correct diagnosis can be made only after a full diagnosis and a personal examination by a doctor, and telephone help may turn out to be not saving, but disastrous. The scope of a telephone consultation is somewhat expanded if it is provided by a specialist doctor - a phlebologist, neuropathologist, ophthalmologist, etc.

Hotline at the pharmacy

If there are a lot of calls and patients complain that it is difficult to get through to your pharmacy, you should consider organizing a pharmacy-based hotline. To do this, you need a multi-channel phone or a multi-channel number - several (depending on technical equipment - from five to infinity) people can call it at the same time. None of them will hear a busy signal, and you will need additional staff to answer calls.

The questions that come to the hotline are very diverse. They may require a short answer or a detailed consultation, so it is impossible to predict the time spent by an employee on one telephone conversation. It is important to have enough resources to meet the need for consultation of all callers - this includes equipment, personnel, and information support for operators. In fact, this is a full-fledged call-center, and it is not always rational and cost-effective to develop its activities on the basis of a pharmacy. To organize and maintain a hotline, specialists can be involved outside the pharmacy.

When does a pharmacy need a hotline? First of all, during promotions to stimulate demand. It is impossible to actively develop without a hotline for chain pharmacies - most pharmacy chains use the capabilities of call centers to one hundred percent. It is important to ensure that all incoming calls are answered promptly - a potential buyer does not have to wait. An employee in a pharmacy or an operator in a call center should have maximum information on the activities of the pharmacy and be able to answer any question of the caller.

The rules of good pharmacy practice introduced in Russia require mandatory consultation of the buyer in the process of dispensing (selling) pharmacy goods.

The normative definition of the term "pharmaceutical consulting" is included in the conceptual apparatus of the Rules of Good Pharmacy Practice for Medicinal Products for Medical Use, approved by order of the Ministry of Health No. 647n dated August 31, 2016.

Pharmaceutical Consulting - access to information on the procedure for the application or use of pharmacy products, including the rules for dispensing, methods of administration, dosing regimens, therapeutic effects, contraindications, interactions of drugs while taking them together and (or) with food, rules for their storage in at home

Subparagraph "c" of paragraph 8 of Order No. 647n specifies the concept of pharmaceutical consulting, making it the responsibility of the head of the pharmacy organization to provide the consumer with information "on the procedure for the use or use of pharmacy products, including the rules for dispensing, methods of administration, dosing regimens, therapeutic effects, contraindications, interaction of drugs while taking them together and (or) with food, rules for their storage at home" .

Order of the Ministry of Health No. 403n dated 07/11/2017 "On approval of the rules for dispensing drugs" specifies the requirements for counseling when dispensing drugs. According to paragraph 16 of the order, the pharmaceutical specialist must inform the buyer of the drug "about the regimen and doses of its administration, rules for storage at home, about interactions with other drugs." This short list should now guide pharmaceutical specialists.

The Order reiterates the requirements for counselling. Now pharmaceutical consulting is an integral part of the functional job descriptions of a pharmaceutical worker, because the professional standard requires that all pharmaceutical workers have, incl. access to information and rules on the use of the drug.

The necessary information must be provided to the consumer, but if he does not want to listen, it is necessary warn about the need to get acquainted with the instructions, about the dosing regimen, about storing the drug at home in accordance with the manufacturer's recommendations indicated on the package.

Order No. 647n also includes pharmaceutical consulting in the knowledge update program for newly hired pharmacists and pharmacists (clause "c", clause 14) and refers it to the main production functions of pharmaceutical workers (clause "b" clause 15). When compiling job descriptions for pharmaceutical workers, this provision must be included in the "Responsibilities" section.

For the provision of pharmaceutical consulting services in a pharmacy, a special area may be allocated, including with the installation of seats (clause 53). In addition, when selling medicinal products, a pharmacy employee is prohibited from hiding from the buyer information about the availability of other drugs with similar INNs, as well as about the ratio of prices for these drugs (paragraph 54).

Pharmacy consultation area with seating

The pharmacy assortment includes not only medicines and medical products, but also other products that can be dispensed by specialists without pharmaceutical education. The legislation does not prohibit hiring for their implementation consultants who do not have the qualifications of a pharmacist or pharmacist, the decision on the appropriateness of such a personnel decision remains at the discretion of the pharmacy management.

Goods that are not medicines and medical devices, in terms of profits, play, as a rule, a secondary role. Their implementation does not require special training, the horizons and professional knowledge of the pioneers, of course, allow them to successfully cope with this function.

In the absence of pharmacy organizations in rural areas, pharmaceutical counseling is carried out by medical personnel of outpatient clinics, feldsher-obstetric stations, centers (departments) of general medical (family) practice, subject to the availability of appropriate training.

The duration of the consultation and the amount of information provided depend on the specific needs of the buyer, his educational and cultural level. Particular attention should be paid to the conditions for storing the dispensed drug at home, regardless of the presence or absence of appropriate warnings and inscriptions on the package or in the instructions for use. The consultation is carried out taking into account the dosage form, packaging features, air temperature at different times of the year, protection from sunlight, humidity, etc.

Requirements for Pharmaceutical Consulting

1. Professionalism.
2. Security.
3. Efficiency.
4. Personal approach, accessibility for the patient.
5. Adequacy.
6. Rationality.
7. The need to mention the consultation with the doctor.
8. Use of the current regulatory framework.
9. Proposal for the purchase of a drug.

Main aspects of pharmaceutical consulting

1. Determine the need for special conditions for the release of drugs.
2. Indicate the need for prescription drug dispensing.
3. Identify the problem of the visitor, ask clarifying questions.
4. Indicate the need for a mandatory visit to a specialist.
5. Clarify the specific characteristics of the patient (age, pregnancy, chronic diseases, medications, etc.).
6. Name the pharmacotherapeutic group and the action of the drug.
7. Offer drugs as an alternative and justify your proposals.
8. Inform about the rules of admission, the course of therapy.
9. Inform about food interactions and drug interactions.
10. Inform about the rules of storage at home.
11. Inform about side effects.

The regulation on licensing pharmaceutical activities, approved by Decree of the Government of the Russian Federation No. 1081, includes compliance with the rules of good pharmacy practice in licensing requirements for pharmaceutical organizations (clauses "d", clause 5).

Paragraph 6 of this provision relates non-compliance with this requirement to gross violations, qualified in accordance with Part 4 of Art. 14.1 of the Code of Administrative Offenses of the Russian Federation and entailing:

• For persons engaged in entrepreneurial activities without forming a legal entity - a fine in the amount of 4 to 8 thousand rubles. or administrative suspension of activities for up to 90 days
• For officials - a fine of 5 to 10 thousand rubles.
• For legal entities - a fine from 100 to 200 thousand rubles. or administrative suspension of activities for up to 90 days.

Pharmaceutical counseling is carried out within the educational level of a pharmaceutical specialist and in no case should it replace the recommendations of the attending physician. Violation of this principle may lead to unintentional harm to the health of the visitor, which entails civil or criminal liability. The consequences depend on the degree of harm caused to health (light, medium or severe, established by a forensic medical examination), as well as on the circumstances of the offense.