PHARMACY ORGANIZATION AND MANAGEMENT

 Institutional context

The change of the setting
National Health Service: not only public agreement
Pharmaceutical Industry , intermediary supply and chemist’s shop.
Relationships between chemist’s shop and other health operators
Services for customers

Chemist’s shop as a firm: Marketing

The chemist: technical expert and manager
Marketing process for chemist’s shop as a firm: analytical knowledge and decisional making phases
Merchandising and physical evidence of the chemist’s shop
New trends for chemist’s shop marketing

Service’s quality and communication

Customer’s centrality
The tools for listening to customers’ needs
Service and communication
Role and ways of communication
Principles of communication
The Active Principle of information
Image strategy for the chemist’s shop
Services and communication in the chemist’s shop

Financial and economical aspects of the management

Economical activity and the firm
First knowledge of chemist’s shop management
Financial and economical aspects of the management: operating aspects
Management of drugs’ store
Purchases
The budget as an information and management’s tool
The book of paid out sums
The first-note book
Shipping documents and invoice. Discounts

Pharmaceutical Field in Italy and in Europe

The rule of pharmaceutical field

Pharmaceutical Industry in Italy
Charge’s limit for Public pharmaceutical service
The system of paying back and of sharing drugs’expenses
The system to define drugs’ prices
The rule of prescribing drugs
Generical Drugs
The state of pharmaceutical expense

Role of chemist’s shops: Italy compared to France, Germany, England and Spain

Chemist’s shop in France
Chemist’s shop in Germany

Chemist’s shop in England

Chemist’s shop in Spain

The trends in the European drugs’ distributing system

The Drugs’ distribution chain in Italy: interface between supply and demand

Italian State of Art
The chemist and chemist’s shop: professional and organizing choices
Customer’s behaviour
Future Prospects