EVALUATION OF SATISFACTION WITH PHARMACEUTICAL SERVICES IN PHARMACIES IN BOSNIA AND HERZEGOVINA ON BASIS OF ECONOMICAL AND SOCIAL INDICATORS

Process of patients needs satisfaction' requires dividing of certain-required medicines, after which, the required result would be improvement of patients health and satisfaction with pharmaceutical services provided. Datas and informations about patients' (non-satisfaction) provides aknowledgement and possibility of making of certain decisions and possible actions with final goal of quality improvement in process of pharmaceutical satisfaction of needs and providing of services. 767 users of pharamaceutical services had ben tested in this research and over 70 pharmacies located in 39 cities in Bosnia and Herzegovina. Statistical evaluation and processing consisted of random questioning and imputing of data in required qouestionaire after which the final data ha been imputed into certain IT for processing in required statistical software. The results recieved are from data processing in statistical software package SPSS. After processing and analasing it was concluded that patients were satisfied with pharamaceutical services provided in pharmaciec in Bosnia and Herzegovina. However, the quantitative datas of some criterias aren't satisfying. Corelations show that most dissatisfations are evident among patients with low financial status, bigger number of family members, usualy females and among those patients with serious illness.