Thesis (MBA)--University of Stellenbosch, 2011. / On 16 January 2004, the Parliament of the Republic of South Africa published the Draft Regulations to the Medicines and Related Substances Act No. 101 of 1965 (Republic of South Africa, 2010a) for comments due by 16 April 2004. These regulations would change the retail pharmacy landscape that generations of pharmacists had become dependent on in supporting themselves and the communities that they served. These regulations proposed a single exit price (SEP) that manufacturers might charge pharmaceutical wholesalers, which included the distribution cost. The wholesaler in turn would sell the pharmaceutical to the pharmaceutical retailer at the listed SEP, thus prohibiting discounts and in the process creating transparency in the pharmaceutical industry. This transparency would ensure that all people would pay the same price for their medication with the aim of making it affordable and available to those in need. Preceding these draft regulations was the amendment to the Pharmacy Act No. 53 of 1974 (Republic of South Africa, 2010c) concerning pharmacy ownership, which allowed non-pharmacist and legal entities to own pharmacies as of 2003. This amendment posed the first external threat to the autonomy of pharmacists regarding independent pharmacy ownership. Pharmacists now had to compete not only amongst themselves but also with large corporate food and health shops with in-house pharmacies. The resources and capabilities inherent to independent community pharmacies given the events of the past few years proved inadequate in competing with the corporate retailers. These two amendments to acts that influenced the existing pharmacy landscape posed a real threat to the sustainability of independent pharmacy business models. This paper investigates the issues that independent community pharmacies in South Africa are facing and their strategic options in the pharmaceutical and services value chain.

Thesis (MBA)--Stellenbosch University, 2014. / In South Africa, the retail pharmacy market has changed dramatically with the introduction of legislation allowing a non-pharmacist to own a pharmacy as well as the regulation of medicine prices, which has affected the profitability of independent community pharmacies. These regulations have caused a shift in the status quo in that major corporate retailers have successfully entered the retail pharmacy market. The independent community pharmacy owner has to manage and finance his/her own pharmacy and does not have access to vast financial resources such as the major corporates forcing some of them to close down. The aim of the research was to investigate in more detail the competitive strategies independent community pharmacies have in place by utilising qualitative empirical research to address the main research question and research objectives. All the respondents acknowledged the importance of personal customer service as a key success factor in their strategic planning process. The research results showed that independent community pharmacies cannot compete with corporate-owned pharmacies on their dispensary as they do not have the financial resources in comparison to corporate retailers. Respondents realized that by leveraging their front-shop offering and offering products to customers based on their needs and wants, they will be in a better position to compete. In order to attract and retain their customers, the respondents recognised the significance of offering value-added services to suit the needs of the community. Respondents highlighted the importance of understanding the market to improve their business as well as moving from a convenience store to a one-stop destination store for customers. Although the respondents agreed that marketing one’s products, services and promotions were important in order to create awareness of their offering, and considered a definite method to attract new customers to the store, some pharmacy owners stated they were not financially in a position to do so. Employee retention is currently not a concern due to low turnover, with respondents feeling that the current work atmosphere and culture are conducive to the retention of staff. Research results showed that proper inventory management is essential in order to ensure that the product offering addresses the needs of the clientele. Respondents seem to be concerned that further legislative changes may adversely affect their profit margins but appear to be hopeful regarding their sustainability into the future. The research highlighted the value of managerial capability and expertise enabling independent community pharmacies to pose a viable threat to the corporate retailer operating within its vicinity. To ensure competitiveness in the retail pharmacy sector, the independent community pharmacy needs to adapt and continue to redefine itself in the face of significant challenges in the health landscape by developing a sustainable strategy based on the following recommendations: - Expanding front-shop retail. - Offering value-added services. - Implement integrated business solutions. - Create brand awareness with an increased marketing presence. - Sponsor employee training interventions and/or attendance at industry seminars. - Implement employee incentive programmes. - Having defined and documented standard operating procedures and processes in place. - Joining buying groups in an attempt to increase buying power.

BACKGROUND: Powerful public-private partnerships (PPPs) can only be established if the partners are able to deal with complexity. Such partnerships may serve to stimulate local community and economic development. Thus, it may maximise the effectiveness of local groups and resources in meeting the needs for rebuilding a community through a partnership representative of the public and private sectors. A problem that exists in South Africa, is the uneven distribution of population ratios dependent on public and private sector health care service delivery, in relation to the proportion of pharmaceutical service providers in the different sectors. OBJECTIVE: The main objectives of this qualitative research investigation were to examine the prospects for PPP development in the pharmaceutical sector of South Africa as well as to explore the possibilities of a proposition for a proposed generic public-private partnership model to be managed and used in the pharmaceutical sector of South Africa. METHOD: The study comprises of the exploration of the research questions by means of a qualitative research design. The study design implicated a balance between the in-depth literature study and a qualitative research process. The researcher employed a grounded theory approach to collect and analyse the data. Data collection represented the identifiable role players and opinion formulators in the South African health care sector. By following a combination of the various qualitative sampling methods and techniques, a total of 38 (n=38) interviews were conducted. The data collected from the interviewees and from the literature study were integrated and analysed by making use of computer assisted data analysis. SETTING: The researcher selected interviewees from the South African health care sector. The interviews included role players in the pharmaceutical sector in both the public and private sectors. The interviewees further represented eight different spheres of the pharmaceutical setting in South Africa. KEY FINDINGS: The investigation identified a range of prospects for PPP development in South Africa and these were reported in terms of views, expectations and scope for success. The management elements for developing and sustaining joint ventures between the public and private sectors were identified and a proposition was formulated in theory to serve as a proposed generic PPP model (PGM) in the pharmaceutical sector for the South African health care milieu. CONCLUSION The exploratory qualitative investigation surfaced the various facets of the complexity of PPPs. The investigation concluded that several barriers, such as competition and market entry disparities between the macro and micro level pharmaceutical entities, which impede PPP development, affected the prospects for PPP development in South Africa. The South African legislation, South African Treasury guidelines, regulations and the views of the SA Competition Commission need transformation to accommodate both the micro and macro level pharmaceutical service providers in the formation of PPPs. Capacity building within the sphere of pharmaceutical service delivery to the bigger population of South Africa may become sustainable on removal of these barriers. A series of recommendations were presented and several critical issues in need of supplementary research, have been identified. / Thesis (Ph.D. (Pharmacy Practice))--North-West University, Potchefstroom Campus, 2007.

Os serviços farmacêuticos envolvem ações integradas do farmacêutico com a equipe de saúde, focadas no usuário, por meio dos serviços de clínica farmacêutica, atividades de gestão e técnico-pedagógicas. A implantação destes serviços na Atenção Básica deve buscar a adaptação e a reorganização do processo de trabalho dos farmacêuticos. Um dos serviços farmacêuticos mais complexos e completos é o acompanhamento farmacoterapêutico de pacientes. O objetivo do trabalho foi desenvolver uma proposta de sistemática para o acompanhamento farmacoterapêutico de pacientes atendidos nas Redes de Atenção Básica e de Especialidades no Município de São Paulo. Para isso foi realizado um estudo observacional descritivo por meio de um diagnóstico situacional dos serviços farmacêuticos realizados em unidades de saúde de SP e propondo-se critérios de seleção de pacientes e uma sistemática de acompanhamento farmacoterapêutico. O diagnóstico situacional foi realizado utilizando publicações da SMS-SP e as respostas auto-referidas de 45 farmacêuticos que atuam em unidades de saúde de SP a um questionário aplicado on line. A proposição dos critérios de seleção de pacientes baseou-se em dados disponíveis na literatura e na avaliação do diagnóstico situacional. A proposta da sistemática para o acompanhamento farmacoterapêutico foi elaborada tendo como base a revisão da literatura, o modelo adotado pelo MS e o modelo empregado na FARMUSP. No diagnóstico situacional observou-se que 64% dos farmacêuticos realizam atividades clínicas mas que somente 38% utilizavam algum tipo de formulário específico; 75% participam de grupos terapêuticos/ educacionais e 88% desenvolvem alguma atividade de educação em saúde. Os farmacêuticos que trabalham em unidades AMA/UBS e UBS tiveram cerca da metade do tempo de trabalho destinado a atividades técnicopedagógicas, seguidas das atividades de gestão (40%) e clínicas (10%). O principal critério de seleção relatado foi o encaminhamento por outros profissionais de saúde, seguido pelos pacientes que participam de algum grupo terapêutico da unidade. Foi proposta uma sistemática de acompanhamento farmacoterapêutico em 4 etapas com o apoio de formulários para o registro e análise de dados. Concluiu-se que as atividades clinicas são realizadas, mas não são de forma sistmática e documentada e que o número inadequado de recursos humanos e a estrutura inadequadadas unidades de saúde são barreiras para a implantação das atividades clínicas. A proposta elaborada é o início do processo de implantação do serviço de acompanhamento farmacoterapêutico, sendo a capacitação dos farmacêuticos fundamental para o desenvolvimento das habilidades necessárias para a realização deste serviço. / The pharmaceutical services involve integrated actions of the pharmacist with the health team, focused on the user, through the services of pharmaceutical clinic, management, and technical-pedagogical activities. The implementation of these services in Primary Care should seek the adaptation and reorganization of the work process of pharmacists. One of the most complex and complete services of the pharmaceutical care is the pharmacotherapeutic follow-up. The objective of the project was developing a systematic method for the pharmacotherapeutic follow-up to patients of the Primary Helth Care of the city of São Paulo. For this, a situational diagnosis of the pharmaceutical services performed in health centers was developed and a selection criteria of patients and a systematic pharmacotherapeutic follow-up was proposed. The situational diagnosis was carried out using the SMS-SP publications and information obtained through the responses of 45 pharmacists who work in health care centers to the questionnaire applied on line. The selection criteria of patients was based on data available in the literature, on the situational diagnosis, in the criteria used in a project developed by MS and in the practice adopted in some health centers in the city of São Paulo. The systematic method proposed for the pharmacotherapeutic follow-up was elaborated based on the literature review and the models adopted by the MS and FARMUSP. The situational diagnosis observed that 64% of pharmacists performed clinical activities, but only 38% use standard form; 75% participate in educational groups and 88% participated in health educational activities. Pharmacists working in AMA / UBS and UBS units had about half the time spent working on technical-pedagogical activities, followed by management activities (40%) and clinical activities (10%). The main selection criterion reported was referral by other health professionals, followed by patients participating in some therapeutic groups. A systematic pharmacotherapeutic follow-up method was proposed in 4 stages with the support of forms for data recording and analysis. It was concluded that clinical activities are performed, but are not in a systematic and documented way. The inadequate number of human resources and inadequate structure of health units are barriers to the implementation of clinical activities. The proposal elaborated is the beginning of the process of implementation of the pharmacotherapeutic follow-up, and the qualification of pharmacists is fundamental for the development of the necessary skills to carry out this service.

Cuidados paliativos podem ser vistos como uma prioridade de saúde pública diante da transição demográfica que vem ocorrendo a nível mundial. Estudos preliminares indicam que o acesso precoce a esses cuidados pode melhorar o controle dos sintomas e a qualidade de vida dos pacientes, sendo que a compreensão da forma como os medicamentos estão sendo utilizados é imprescindível para atingir o alívio do sofrimento. Objetivo: diante da escassez de referenciais bibliográficos nesta temática, o presente estudo teve como objetivo descrever o perfil de utilização dos medicamentos mais utilizados por pacientes em cuidados paliativos internados no Hospital de Clínicas de Porto Alegre e relatar as características demográficas e clínicas destes pacientes. Métodos: estudo observacional, transversal, retrospectivo realizado com uma amostra de 267 pacientes internados na unidade de cuidados paliativos de um hospital universitário geral de grande porte com capacidade instalada de 843 leitos. Resultados: as prescrições totalizaram 178 medicamentos diferentes; dentre estes, os mais prescritos foram: dipirona, morfina, metoclopramida, ondansetron, heparina sódica, paracetamol, lactulose, omeprazol, cloreto de sódio 0,9%, clonazepam, dexametasona, docusato + bisacodil, amitriptilina, enema de glicerina 12%, metadona, haloperidol, cefepime, codeína, escopolamina, dimenidrinato, glicose 50%, óleo mineral líquido, furosemida, ranitidina, amoxicilina + ácido clavulânico e clorpromazina. O percentual de polifarmácia foi de 94,5%. Conclusões: conhecer a terapia medicamentosa e compreender a forma de utilização desta é fundamental para proporcionar o alívio dos diversos sintomas que impactam na qualidade de vida dos pacientes internados em cuidados paliativos. / Palliative care can be seen as a public health priority in the face of the demographic transition that is happening at a global level. Preliminary studies indicate that early access to these care can improve the control of symptoms and the quality of life of patients, therefore, understanding how drugs are used is essential to achieve the relief of suffering. Aim: in the face of the scarcity of bibliographic references on this topic, the aim of the present research is to describe the profile of use of drugs most often adopted by patients in palliative care admitted to Hospital de Clínicas de Porto Alegre and to report the demographic and clinical characteristics of these patients. Methods: observational, transversal, retrospective study was conducted with a sample of 267 patients admitted to palliative care of a large general university hospital with an installed capacity of 843 beds. Results: the prescriptions totaled 178 different drugs; among these, the most frequently prescribed ones were: dipyrone, morphine, metoclopramide, ondansetron, sodium heparin, paracetamol, lactulose, omeprazole, sodium chloride 0.9%, clonazepam, dexamethasone, docusate + bisacodyl, amitriptyline, glycerin enema (12%), methadone, haloperidol, cefepime, codeine, scopolamine, dimenhydrinate, glucose (50%), mineral oil liquid, furosemide, ranitidine, amoxicillin + clavulanic acid and chlorpromazine. The percentage of polypharmacy was 94.5%. Conclusions: it is essential to gain knowledge of drug therapies and to understand how to use them in order to provide the relief of several symptoms that impact the quality of life of hospitalized patients in palliative care.

Introdução: Nos últimos anos, o consumo de medicamentos tem aumentado em todo o mundo e também no Brasil. Investigar este consumo numa determinada população é relevante para a gestão da política de medicamentos e o gerenciamento dos recursos em saúde, pois serve como ferramenta no planejamento de ações de prevenção e promoção de saúde. Objetivo: Descrever a prevalência e a tendência de consumo de medicamentos por intermédio da dispensação numa Farmácia Pública Municipal no período de oito anos. Metodologia: Trata-se de um estudo descritivo, retrospectivo, baseado em dados secundários obtidos por meio dos relatórios de dispensação de medicamentos do sistema informatizado da Farmácia Pública Municipal de Glorinha (RS) no período de 2008 a 2015. A população do estudo constitui-se de todos os usuários que tiveram pelo menos um medicamento da Relação Municipal de Medicamentos. As variáveis demográficas foram sexo e idade. Para fins de análise, os medicamentos foram categorizados no primeiro (Grupo Anatômico – GA), segundo (Grupo Terapêutico Principal – GTP) e quinto nível (Substância Química – SQ) da classificação Anatomical Therapeutic Chemical (ATC) e seu consumo analisado pela Dose Diária Definida (DDD) por 1.000 habitantes por dia. Resultados: A população do estudo foi 9.967 pessoas, sendo o maior percentual do sexo feminino (52,8%) e a faixa etária mais prevalente de 0 a 9 anos (16,2%). O consumo pelas mulheres é maior que os homens em todas as faixas etárias. Em relação ao consumo de medicamentos dispensados por usuário por ano: os GA mais prevalentes foram sistema nervoso (22,1%) e sistema cardiovascular (19,5%); os GTP mais prevalentes foram anti-inflamatórios e antirreumáticos (11,3%) e analgésicos (10,5%) e as SQ mais consumidas foram ibubrofeno (11,3%) e paracetamol (9,9%). Quanto à quantidade de unidades farmacêuticas dispensadas por ano: os GA mais prevalentes foram sistema (43,1%) e sistema nervoso (26,7%); os GTP mais prevalentes foram os agentes com ação no sistema renina-angiotensina (18,0%) e psicoanalépticos (10,8%) e as SQ mais consumidas foram captopril (8,9%) e enalapril (7,9%). Sobre o total da DDD (DDD/1.000 habitantes/dia): os GA de maior consumo foram os medicamentos do sistema cardiovascular (47,6%) e do sistema nervoso (15,3%); os GTP mais utilizados foram os medicamentos com ação no sistema renina-angiotensina (22,7%) e os diuréticos (10,3%) e as SQ mais utilizadas foram enalapril (14,7%) e omeprazol (9,6%). Dentre os medicamentos disponibilizados foi observado um maior decréscimo de dispensação nos seguintes grupos terapêuticos principais: ação no sistema renina-angiotensina (93,0%), na diabetes (82,4%) e os diuréticos (79,0%). Conclusões: Apesar da ampliação do acesso da população aos medicamentos pelas políticas públicas vigentes de Assistência Farmacêutica, a expressiva e crescente prevalência de consumo e a sua utilização de forma não racional causa preocupação. Dentro deste contexto, o profissional farmacêutico desempenha um papel relevante na compreensão e enfrentamento do problema e, desta forma, pode também contribuir na elaboração de estratégias para educação em saúde e para o uso racional de medicamentos na população por intermédio de estudos na área de Farmacoepidemiologia. / Introduction: In recent years, the consumption of medicinal products has increased worldwide and also in Brazil. Investigating this consumption in a given population is relevant for the management of health resources, as it serves as a tool in the planning of health preventive and promotion actions. Objectives: Describing the prevalence and trend of the consumption of medicinal products through the dispensing procedure at a Municipal Public Pharmacy over a period of eight years. Methodology: This is a descriptive, retrospective study, based on secondary data obtained through the reports of dispensing procedures of medicines from the computerized system of the Municipal Public Pharmacy in Glorinha (RS), from 2008 to 2015. The studied population consisted of all users who got at least one medication from the Municipal Medication List. Demographic variables were sex and age. For the purposes of analysis, the medicinal products were categorized in the first (Anatomical Group – AG), second (Therapeutic Subgroup – TS) and fifth level (Chemical Substance – CS) of the Anatomical Therapeutic Chemical (ATC) classification, and its consumption analyzed by the Defined Daily Dose DDD (1,000 inhabitants per day). Results: The studied population was 9,967 people, the highest percentage being female (52.8%) ant the most prevalent age group that of 0 to 9 years old (16.2%). Consumption by women is greater than men in all age groups. Respecting the consumption of medicines dispensed to users per year: the most prevalent AG were nervous system (22.1%) and cardiovascular system (19.5%); the most prevalent TS were antiinflammatory and antirheumatic (11.3%) and analgesics (10.5%), and the most commonly consumed CS were ibuprofen (11.3%), and acetaminophen (9.9%). Regarding the quantity of pharmaceutical units dispensed per year: the most prevalent AG were cardiovascular system (43.1%) and nervous system (26.7%); the most prevalent TS were agents action on the renin angiotensin system (18.0%) and psychoanalytics (10.8%), and the most commonly used CS were captopril (8.9%) and enalapril (7.9%). About the total DDD (DDD/1,000 inhabitants/day): the most consumed AG were the cardiovascular system medications (47.6%) and the nervous system (15.3%); the most used TS were the medicines with action in the renin angiotensin system (22.7%) and the diuretics (10.3%) and the most used CS were enalapril (14.7%) and omeprazole (9.6%). Among the medicinal products available, a greater decrease in the following main therapeutic groups was observed: action in the renin angiotensin system (93.0%), diabetes (82.4%) and diuretics (79.0%). Conclusions: Despite the increasing access of the population to medication by the current public policies of Pharmaceutical Assistance, the expressive and growing prevalence of consumption and its use of form non-rational causes concern. Within this context, the pharmacy professional plays a relevant role in understanding and coping with the problem and, in this way, can also contribute in the elaboration of strategies for health education and for the rational use of medicines in the population through studies in the area of Pharmacoepidemiology.

A Fibrose Cística (FC) é uma doença hereditária sendo a pneumopatia obstrutiva crônica e a insuficiência pancreática suas manifestações clínicas mais clássicas. Exige um controle intenso e tratamento crônico e complexo que envolve a utilização de diversos medicamentos e procedimentos. O diagnóstico afeta a estrutura e altera a dinâmica de uma família. E o cuidado com o paciente geralmente recai sobre um único familiar que chamamos de cuidador principal. Conhecer aspectos qualitativos e quantitativos do consumo dos medicamentos, os hábitos dos pacientes e de seus cuidadores, pode influenciar diretamente no curso da doença. Objetivo: Caracterizar a utilização de medicamentos de pacientes fibrocísticos, caracterizar tanto pacientes quanto cuidadores, além de identificar as dificuldades existentes no cumprimento do plano terapêutico medicamentoso. Métodos: Estudo transversal com análise dos prontuários e entrevista do farmacêutico com o cuidador de pacientes com FC, acompanhados em um centro de referência de um hospital de ensino. Foram coletadas informações sobre a clínica dos pacientes, informações gerais sobre os cuidadores, assim como informações sobre o entendimento da doença, os medicamentos em uso e forma de utilização do tratamento em domicilio. Resultados: Foram analisados os dados de 78 pacientes e entrevistados 75 cuidadores. Maioria dos pacientes foi do sexo feminino, branca, homozigota para F508del, eutrófica e procedente do interior do Estado. Entre os cuidadores, a maioria também era do sexo feminino, mãe do paciente e não trabalhava fora do domicílio. Foi possível verificar a utilização de polifarmacoterapia e regimes terapêuticos complexos no tratamento da FC, além de dificuldades referentes à aquisição de medicamentos e em relação ao restante do tratamento, mesmo sendo observado o bom entendimento sobre a doença e da utilização dos medicamentos na maioria dos cuidadores. Conclusões: Os estudos de utilização de medicamentos permitem que conheçamos a dinâmica do tratamento, o funcionamento e as necessidades do paciente e de sua rede de apoio, planejando ações e intervindo com o objetivo de contribuir para o bem estar das crianças e adolescentes fibrocísticos e de seus cuidadores. / Cystic Fibrosis is a hereditary disease being the pneumopathies chronic obstructive and the pancreatic failure its clinical manifestations. This disease demands a high control and a complex treatment. The diagnosis affects the structure and changes a family routine. The patient caring usually relies on only one family member that we understand as the main caregiver. The knowledge of qualitative and quantitative aspects of medicines consumption, besides the patients’ their caregivers’ routines may directly affect the development of the disease. Objective: To describe the use of medicines by Cystic Fibrosis patients, outlining the patients and the caregivers profile, as well as identifying difficulties existing in the medication therapeutic plan fulfillment. Methods: Cross-sectional study through the analysis of medical records and interviews conducted by the pharmacist with caregivers of cystic fibrosis patients accompanied in a reference center of a teaching hospital. The study collected clinical information about the patients, general information about the caregivers and also information about the understanding of the disease, the medicines in use and the ways of utilization of treatment at home. Results: The study analyzed data from 78 patients and 75 caregivers were interviewed. Most of the patients were female, white, homozygotic for F508del, eutrophic and from the state’s countryside. Among the caregivers, most of them were female, patient’s mother and not working out of home. It was possible to verify the use of polypharmacotherapy and complex therapeutic regimes on the treatment of cystic fibrosis, besides the difficulties regarding the purchase of medicines and also regarding the rest of the treatment, even observed the knowledge about the disease and about the use of medicines in the most of the caregivers. Conclusions: The studies about the use of medicines allow us to know the dynamic of the treatment, the evolution and the needs of the patients and their supporting network, planning actions and interfering with the purpose to contribute with the well-being of the cystic fibrosis children and adolescents and their caregivers.

A Assistência Farmacêutica (AF) é um conceito de prática profissional onde o usuário que precisa do medicamento é o mais importante beneficiário das ações do farmacêutico e dos demais profissionais de saúde que atendem este serviço, ou seja, o usuário é o centro da atenção destes profissionais. Ela, entretanto, não pode ser visualizada apenas pela função de dispensar medicamentos, mas sim como um serviço que complementa as ações em saúde, com um enfoque amplo, incorpora a multidisciplinaridade e a integralidade. O sucesso deste processo depende da participação das diferentes classes de profissionais da saúde, além dos usuários. Este trabalho tem como objetivo analisar os papéis, as formas de comunicação e os fluxos de informação que influenciam nas operações multiprofissionais de atendimento ao usuário na Assistência Farmacêutica. Para tanto, foi escolhido o município de Arroio do Tigre/RS onde foram entrevistados os médicos, enfermeiros, técnicos de enfermagem, farmacêuticos, agentes de saúde, dentistas, psicólogos e assistentes sociais envolvidos na rede multiprofissional de Assistência Farmacêutica do município. Os dados obtidos nas entrevistas foram analisados qualitativamente, com o apoio de planilhas no software Excel para identificação de padrões entre os respondentes. Os fluxos de comunicação/informação foram analisados com o auxílio da ferramenta de análise de redes sociais, o NodeXL. O estudo permitiu observar que há uma necessidade de melhoria da comunicação e do fluxo de informação existente entre os profissionais além de um aumento da clareza do conceito do sistema entre os envolvidos na rede de atendimento ao usuário, esclarecendo as responsabilidades e papéis de cada um dentro da rede para uma gestão de atendimento na AF mais eficaz. / The Pharmaceutical Services consists of a set of people with different relations among them, exchanging lots of information on a daily basis. Thus, it cannot be seen as just a function of dispensing drugs, but as a resource complementing healthcare actions, with a wide approach that incorporates a multidisciplinary and integrality. The success of this process depends on the participation of different classes of healthcare professionals, besides users. The aim of this paper is to study the roles, the forms of communication and information flows that influence multidisciplinary operations of service to users in Pharmaceutical Services. Therefore, the city of Arroio do Tigre/RS was chosen and interviews occurred with professionals such as doctors, nurses, nursing technicians, pharmacists, health workers, dentists, psychologists and social workers involved in the city’s Pharmaceutical Services multidisciplinary network. The data obtained from the interviews were qualitatively analyzed, with the support of Microsoft Excel’s spreadsheets for the identification of patterns among the interviewed. The communication/information flows were analyzed with the aid of NodeXL, a social network analysis tool. The study concluded that there is a need of communication and information flow improvement as well as a more clarity regarding the system concept among the professionals involved in the user service network, clarifying the accountabilities and roles of each one inserted in the network for a more effective drug management.

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