ASSESSMENT OF COMPLAINT MANAGEMENT AND AWARENESS IN GEORGIAN PHARMACIES

EKA PRUIDZE; NANA DUGASHVILI; NINO SAKHELASHVILI

doi:10.52340/jecm.2025.01.14

ASSESSMENT OF COMPLAINT MANAGEMENT AND AWARENESS IN GEORGIAN PHARMACIES

Authors

EKA PRUIDZE Tbilisi State Medical University
NANA DUGASHVILI Tbilisi State Medical University
NINO SAKHELASHVILI Tbilisi State Medical University

DOI:

https://doi.org/10.52340/jecm.2025.01.14

Keywords:

Community pharmacy, complaint management, patient rights, care, service

Abstract

Aim. This study examined complaint management in Georgian pharmacies and assessed patient awareness of their rights regarding poor-quality products or services.

Method. 450 participants - Georgian pharmacy users voluntarily participated in the study. The research survey was shared on social media within a closed group named "Pharmacy Users."

Key findings and Conclusions. The results revealed that pharmacies addressed complaints to some extent despite lacking legal regulation. However, a significant portion of patients were unaware of their right to file complaints, leading to underreporting. Satisfaction levels among dissatisfied customers who received feedback suggested the effectiveness of the complaint system. Common complaints included product shortages, labeling issues, and dispensing errors, indicating the need for improved control. The study discusses recommendations based on the results.

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