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Terms Agreement Assessment Results

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Assessment Standards

✓
WHO Good Pharmacy Practice (GPP) Guidelines
International standards ensuring quality pharmaceutical services and patient safety.
✓
Joint Commission International (JCI) Standards
International accreditation standards for healthcare quality and patient safety.
✓
ISO 9001:2015 Quality Management Systems
International standard for quality management systems focusing on continuous improvement and customer satisfaction.
✓
National Pharmacy Regulatory Standards
Local regulations and laws governing pharmacy operations in each country.
✓
Good Distribution Practice (GDP) Guidelines
Standards ensuring the quality and integrity of medicines throughout the distribution chain.
✓
Pharmaceutical Inspection Co-operation Scheme (PIC/S)
International framework for pharmaceutical manufacturing and distribution inspection.
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A) General Information

6 questions

2

B) Sales & Customer Service

10 questions

3

C) Operations & Workflow

12 questions

4

D) Inventory & Medication Management

14 questions

5

E) Governance & Financial Control

12 questions

6

F) Marketing & Growth

10 questions

7

G) Human Resources

8 questions

8

H) Patient Safety & Clinical Services

10 questions

9

I) Technology & Digital Systems

8 questions

10

J) Quality Management & Compliance

10 questions

A) General Information

1. Pharmacy Name *

A) General Information

2. Owner / Manager Name

A) General Information

3. Phone Number

A) General Information

4. Address

A) General Information

5. Number of Branches

A) General Information

6. Number of Staff

B) Sales & Customer Service

7. Average customer service time (minutes) *

B) Sales & Customer Service

8. Is there a standardized customer greeting protocol? *

B) Sales & Customer Service

9. Are customer complaints logged and followed up? *

B) Sales & Customer Service

10. Is customer satisfaction measured periodically? *

B) Sales & Customer Service

11. Does the pharmacy offer medication delivery service? *

B) Sales & Customer Service

12. Is customer wait time tracked? *

B) Sales & Customer Service

13. Is there a database for regular customers? *

B) Sales & Customer Service

14. Is there a customer loyalty program? *

B) Sales & Customer Service

15. Are health insurance claims handled efficiently? *

B) Sales & Customer Service

16. Is there after-hours service or an emergency line? *

C) Operations & Workflow

17. Does the pharmacy use electronic pharmacy management software? *

C) Operations & Workflow

18. Is there an integrated point-of-sale (POS) system? *

C) Operations & Workflow

19. Is there a clear shift structure and work schedule? *

C) Operations & Workflow

20. Are medication errors tracked and documented? *

C) Operations & Workflow

21. Are there documented standard operating procedures (SOPs)? *

C) Operations & Workflow

22. Is daily cash closing performed with reconciliation? *

C) Operations & Workflow

23. Are prescriptions recorded and tracked? *

C) Operations & Workflow

24. Are drug interactions checked before dispensing? *

C) Operations & Workflow

25. Are goods and medication receiving processes documented? *

C) Operations & Workflow

26. Is there a periodic management reporting system? *

C) Operations & Workflow

27. Is there a daily opening and closing checklist? *

C) Operations & Workflow

28. Are there clear emergency and exception handling procedures? *

D) Inventory & Medication Management

29. Is there a comprehensive and updated item list? *

D) Inventory & Medication Management

30. How frequently is stock audited? *

D) Inventory & Medication Management

31. Are expiry dates tracked regularly? *

D) Inventory & Medication Management

32. Are returns and damaged items tracked? *

D) Inventory & Medication Management

33. Are there clear reorder rules (reorder point)? *

D) Inventory & Medication Management

34. Is safety stock maintained for essential items? *

D) Inventory & Medication Management

35. Are slow-moving items tracked with corrective actions? *

D) Inventory & Medication Management

36. Are suppliers evaluated periodically? *

D) Inventory & Medication Management

37. Is inventory classified using the ABC system? *

D) Inventory & Medication Management

38. Is a barcode system used for inventory management? *

D) Inventory & Medication Management

39. Is cold chain compliance maintained for sensitive medications? *

D) Inventory & Medication Management

40. Is there a dedicated log for narcotics and psychotropic substances? *

D) Inventory & Medication Management

41. Is FIFO/FEFO system applied in medication arrangement? *

D) Inventory & Medication Management

42. Are storage conditions (temperature and humidity) monitored regularly? *

E) Governance & Financial Control

43. Are there written and approved policies and procedures? *

E) Governance & Financial Control

44. Are roles and responsibilities clearly defined for each position? *

E) Governance & Financial Control

45. Is there a clear purchase approval process? *

E) Governance & Financial Control

46. Is there a clear and approved discount policy? *

E) Governance & Financial Control

47. Is there segregation of financial duties (purchasing, sales, inventory)? *

E) Governance & Financial Control

48. Are licenses and certificates renewed on time? *

E) Governance & Financial Control

49. Are periodic internal audits conducted? *

E) Governance & Financial Control

50. Does the pharmacy have formal contracts with health insurance companies? *

E) Governance & Financial Control

51. Are periodic financial reports prepared (monthly/quarterly)? *

E) Governance & Financial Control

52. Is the pharmacy compliant with tax requirements? *

E) Governance & Financial Control

53. Is there a system for operational and financial risk management? *

E) Governance & Financial Control

54. Is an annual budget prepared with financial performance tracking? *

F) Marketing & Growth

55. Is the pharmacy listed on Google Maps with updated information? *

F) Marketing & Growth

56. Does the pharmacy use WhatsApp Business for customer communication? *

F) Marketing & Growth

57. Does the pharmacy have social media pages? *

F) Marketing & Growth

58. Does the pharmacy run promotional offers and marketing campaigns? *

F) Marketing & Growth

59. Does the pharmacy have a clear brand identity (logo, colors, packaging)? *

F) Marketing & Growth

60. Does the pharmacy have a website or landing page? *

F) Marketing & Growth

61. Is sales data analyzed for marketing decisions? *

F) Marketing & Growth

62. Are there partnerships with nearby doctors or health centers? *

F) Marketing & Growth

63. Does the pharmacy participate in community events or health awareness campaigns? *

F) Marketing & Growth

64. Is competitor performance in the market monitored and analyzed? *

G) Human Resources

65. Is there a clear written job description for each employee? *

G) Human Resources

66. Are periodic performance reviews conducted for employees? *

G) Human Resources

67. Are regular training programs conducted for the team? *

G) Human Resources

68. Is there a performance-linked incentive and reward scheme? *

G) Human Resources

69. Is there an onboarding and integration program for new employees? *

G) Human Resources

70. Is there a succession plan for critical positions? *

G) Human Resources

71. Is an employee satisfaction survey conducted periodically? *

G) Human Resources

72. Is there a defined competency framework for each pharmacy role? *

H) Patient Safety & Clinical Services

73. Is medication counseling provided to patients upon dispensing? *

H) Patient Safety & Clinical Services

74. Is there a system for reporting adverse drug reactions and events? *

H) Patient Safety & Clinical Services

75. Is patient allergy checked before dispensing medication? *

H) Patient Safety & Clinical Services

76. Is appropriate dosage verified based on patient age and weight? *

H) Patient Safety & Clinical Services

77. Are medication records maintained for chronic patients? *

H) Patient Safety & Clinical Services

78. Is medication reconciliation performed to avoid duplication and conflicts? *

H) Patient Safety & Clinical Services

79. Is there a protocol for guiding over-the-counter (OTC) medication dispensing? *

H) Patient Safety & Clinical Services

80. Are there infection control measures within the pharmacy? *

H) Patient Safety & Clinical Services

81. Are there special protocols for dispensing to pregnant women, children, and elderly? *

H) Patient Safety & Clinical Services

82. Does the pharmacy participate in national pharmacovigilance programs? *

I) Technology & Digital Systems

83. Is an electronic health records (EHR) system used? *

I) Technology & Digital Systems

84. Are data backups performed regularly? *

I) Technology & Digital Systems

85. Are cybersecurity measures in place to protect pharmacy and patient data? *

I) Technology & Digital Systems

86. Is digital payment accepted (cards, digital wallets)? *

I) Technology & Digital Systems

87. Can customers order medications online or via an app? *

I) Technology & Digital Systems

88. Is there an automated inventory alert system (stockout, expiry)? *

I) Technology & Digital Systems

89. Are digital systems integrated (sales, inventory, accounting)? *

I) Technology & Digital Systems

90. Is data analytics used to support decision-making? *

J) Quality Management & Compliance

91. Is there a written and communicated quality policy? *

J) Quality Management & Compliance

92. Are there measurable and time-bound quality objectives? *

J) Quality Management & Compliance

93. Are corrective and preventive actions (CAPA) implemented systematically? *

J) Quality Management & Compliance

94. Is there a document control system (versioning, review, approval)? *

J) Quality Management & Compliance

95. Are key performance indicators (KPIs) tracked regularly? *

J) Quality Management & Compliance

96. Are periodic management reviews of the quality system conducted? *

J) Quality Management & Compliance

97. Is regulatory compliance reviewed periodically? *

J) Quality Management & Compliance

98. Is there a systematic system for collecting and analyzing customer feedback? *

J) Quality Management & Compliance

99. Is there a culture and initiatives for continuous improvement in the pharmacy? *

J) Quality Management & Compliance

100. Is the pharmacy ready for or holding a quality accreditation (ISO, JCI, or local)? *