0

PROJECT REPORT

(BBA-605)
On
(A comparative study on in-house pharmacy and retail
Pharmacy in Lucknow city with special reference to Dr.
Ram manohar Lohia Institute of medical sciences)

Towards partial fulfillment of

Bachelor of Business Administration (BBA)
(BBD University, Lucknow)

Guided by Submitted by

Mr. Kaushlendra Singh Ayesha Jamuar

Roll no. 1140671053

Session 2016-2017

School of management

Babu Banarasi Das University

Sector I, Dr. Akhilesh Das Nagar, Faizabad Road,
Lucknow (U.P) India
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Acknowledgement

I take the opportunity to express my gratitude to all

the concerned people who have directly or indirectly
contributed towards completion of this project. I
extend my sincere gratitude towards for Dr. Ram
manohar lohia institute of medical sciences for
providing the opportunity and resources to work on
this project.

I am extremely grateful to Mr. Kaushlendra Singh sir,

faculty of Babu Banarasi Das University, whose
insight encouraged me to go beyond the scope of the
project and this broadens me learning on this project.

I also want to show my gratitude to whose insight

helped me to complete this project.

Ayesha Jamuar
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II

Preface

The scope of pharmacy practice research is huge,

which is a reflection of the fact that, in order to
promote safe and appropriate use of medicines,
pharmacists have to take many issues in account. New
directions in the health policy, changing needs and
expectations of the population, the structural,
economic, social and cultural contexts of health care
and the aspirations of the pharmacy for the greater
role in its delivery all provide the background and
frameworks for the conception and execution of the
pharmacy practice research. The research conducted
under the umbrella of Pharmacy Practice is important
to patients, healthcare organizations, government and
the profession. Participation in the original research is
also seen as a fundamental component in a students
education. Conducting a research report should be
seen as an opportunity to not only develops personal
skills but also to take the original piece of work that
has the potential to influence services of the future.
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III

Executive Summary

This project i.e. A comparative study on in-house

pharmacy and retail pharmacy in Lucknow city with
special reference to Dr. Ram manohar lohia institute of
medical sciences.

It is purely focused on the comparison of customer

satisfaction and psychology on the in-house pharmacy
and retail pharmacy. It specifies the systematic
understanding of knowledge and a critical awareness
of current problems or new insights at the forefront of
your discipline.

It gives a brief view on the present scenario of the in-

house pharmacies and retail pharmacies which
specifies the customer mindset and preferences on the
medicines about the services provided by both the
pharmacies in order to satisfy their customers and
patients, which results in the comparative state of the
pharmacy growth and development.
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This project report gives a detailed study about both

in-house pharmacy and retail pharmacy in the
prospect of customer psychology , preferences, services
provided to them , medical guidance and their
convenience and satisfaction in terms of
pharmaceutical support. It gives an insight about the
customer preferences over in-house pharmacies and
retail pharmacies on the service provided by them.
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Table of content

ACKNOWLEDGEMENT I
PREFACE II
EXECUTIVE SUMMARY III

S.NO. PARTICULARS PAGE NO.

Chapter 1 Introduction 7
Chapter 2 Company profile 16
Chapter 3 Research methodology 37
Chapter 4 Data analysis 44
Chapter 5 Findings 66
Chapter 6 Suggestions and 69
recommendations
Chapter 7 Limitations 72
Chapter 8 Conclusion 74

BIBLIOGRAPHY IV
ANNEXURE V
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CHAPTER- 1

INTRODUCTION
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About in-house pharmacies:

In-house pharmacies are pharmacies usually found

within the premises of a hospital. Hospital pharmacies
usually stock a larger range of medications, including
more specialized and investigational medications
(medicines that are being studied, but have not yet
been approved), than would be feasible in the
community setting. Hospital pharmacies typically
provide medications for the hospitalized patients only,
and are not retail establishments.

They typically do not provide prescription service to

the public. Some hospitals do have retail pharmacies
within them (see illustration), which sell over-the
counter as well as prescription medications to the
public, but these are not the actual hospital
pharmacy.

In-house pharmacies provide a huge quantity of

medications per day which is allocated to the wards
and to intensive care unit according to medication
 9

Schedule. Larger hospitals use automated transport

systems for dispatch of medications.

About retail pharmacies:

A retail pharmacy is the place where most pharmacists

practice the profession of pharmacy. It is the
community pharmacy where the dichotomy of the
profession existshealth professionals who are also
retailers.

In most countries, the dispensary is subject to

pharmacy legislation; with requirements for storage
conditions, compulsory texts, equipment, etc.,
specified in legislation. Where it was once the case that
pharmacists stayed within the dispensary
compounding/dispensing medications, there has been

an increasing trend towards the use of trained

pharmacy technicians while the pharmacist spends
more time communicating with patients. Pharmacy
technicians are now more dependent upon automation
 10

to assist them in their new role dealing with patients'

prescriptions and patient safety issues.

Pharmacies are typically required to have a pharmacist

on-duty at all times when open. It is also often a
requirement that the owner of a pharmacy must be a
registered pharmacist, although this is not the case in
all jurisdictions, such that many retailers now include
a pharmacy as a department of their store.

Likewise, many pharmacies are now rather grocery

store-like in their design. In addition to medicines and
prescriptions, many now sell a diverse arrangement of
additional items such as cosmetics, shampoo, office
supplies, confections, snack foods, durable medical
equipment, greeting cards, and provide photo
processing services.
 11

In-house pharmacy versus retail pharmacy:

Retail pharmacy technicians have many duties

besides filling prescriptions. They spend much of their
time interacting with patients when prescriptions are
dropped off or picked up. They operate the cash
register to sell prescriptions as well as other items sold
in the store. They process insurance claims for the
patient, which often involves being on the phone with
insurance representatives. They also stock shelves,
keep inventory records, clean the pharmacy, and file
paperwork. They may even be asked to work in other
areas of the store when needed.

In-house pharmacy technician does not deal with

patients or process insurance claims. They spend more
time filling prescriptions than any other duty. The
process of filling prescriptions in a hospital is very
different than in a retail pharmacy. In a retail
pharmacy, the technician may fill up to 200
prescriptions in a day. Each prescription will be
anywhere from a 7 90 day supply of medication that
the patient will administer to themselves at home. In a
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Hospital pharmacy, the pharmacy technician may fill

over 1000 individual doses of medications which are
given to nurses to be administered to patients.

History of pharmacies:

The history of pharmacy as an independent science

dates back to the first third of the 19th century. Before
then, pharmacy evolved from antiquity as part
of medicine.

Sumerian cuneiform tablets record prescriptions for

medicine. Ancient Egyptian pharmacological
knowledge was recorded in various papyri such as
the Ebers papyrus of 1550 BC, and the Edwin smith
papyrus of the 16th century BC.

In Ancient Greece, according to Edward Kremers and

Glenn Sonnedecker, "before, during and after the time
of Hippocrates there was a group of experts in
medicinal plants. Probably the most important
representative of these rhizotomoi was Diocles of
carystus (4th century BC). He is considered to be the
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source for all Greek pharmacotherapeutic treatises

between the time of Theophrastus and
Dioscorides." The Greek physician pedanius
dioscorides is famous for writing a five volume book in

his native Greek ("Peri hules

iatrikes") in the 1st century AD. The Latin
translation De material medica (Concerning medical
substances) was used a basis for many medieval texts,
and was built upon by many Middle Eastern scientists
during the Islamic golden age. The title coined the
term material medica. There is a stone sign for a
pharmacy with a tripod, a mortar, and a pestle
opposite one for a doctor in the Arcadian Way
in Ephesus near Kusadasi in turkey.

The earliest known Chinese manual on material

medica is the Shennong Bencao Jing (The Divine
Farmer's Herb-Root Classic), dating back to the 1st
century AD. It was compiled during the Han
dynasty and was attributed to the mythical Shennong.
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Earlier literature included lists of prescriptions for

specific ailments, exemplified by a manuscript
"Recipes for 52 Ailments", found in the Mawangdui,
sealed in 168 BC. Further details on Chinese

pharmacy can be found in the pharmacy in

china article.

The earliest known compilation of medicinal

substances in Indian traditional medicine dates to the
3rd or 4th century AD (attributed to sushruta, who is
recorded as a physician of the 6th century BC).

In Japan, at the end of the Asuka period (538-710)

and the early Nara period (710-794), the men who
fulfilled roles similar to those of modern pharmacists
were highly respected. The place of pharmacists in
society was expressly defined in the Taiho code (701)
and re-stated in the Yoro code (718). Ranked positions
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in the pre-Heian Imperial court were established; and

this organizational structure remained largely intact
until the Meiji restoration (1868). In this highly stable
hierarchy, the pharmacistsand even pharmacist

Assistantswere assigned status superior to all others

in health-related fields such as physicians and
acupuncturists.
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CHAPTER- 2

COMPANY PROFILE
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Motto

Motto in English May all be healthy

Type Medical college and super

specialty hospital

Established 2006

Academic affiliation King Georges medical

university
Chairman Chief secretary
government of Uttar
Pradesh
Director Prof. Deepak malviya
(MD,FICA)
Students 20
Postgraduates 20
Location Lucknow (Uttar Pradesh) ,
India
Campus Gomti nagar ,lucknow
Nickname Dr. RMLIMS
Affiliation Medical council of India
Website Drrmlims.ac.in
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History of Dr. Ram manohar lohia institute of

medical sciences:

On 9 September 2004, in a Government of Uttar

Pradesh cabinet meeting held under the chairmanship
of Shri Mulayam Singh yadav, the then chief minister
of Uttar Pradesh took the decision to improve the
medical facilities at Dr. RML Hospital, Lucknow. This
would involve the addition of specialized and super
specialized medical departments. A detailed project
report (DPR) was prepared but not fully implemented.
The State cabinets meet of August 23, 2005 under the
leadership of shri Mulayam Singh yadav resolved to
establish Dr.RMLIMS as a super specialty medical
institute having PG medical education, research and
front line tertiary patient care as guiding force. It was
conceptualized initially as a satellite center of SGPGI,
Lucknow to make available the super specialty medical
care within the precincts of the city. However, the
State cabinet in its meeting on May 30, 2006 took a
decision to establish Dr.RMLIMS as an independent
Medical Institute of excellence and its bylaws were
 20

worked out which envisaged with a preamble that it

will work on the analogous pattern of SGPGI,
Lucknow in every respect. A memorandum of
understanding was worked out to implement the
decision of the cabinet and the Institute was registered
under the Societies Registration Act 21, 1860 bearing
the Registration No. 1982, 200607, dated 4 November
2006. Thus, Dr. Ram Manohar Lohia Institute of
Medical Sciences, Lucknow came into being as an
autonomous Medical Institute of U.P GOVERNMENT,
established on the line of Sanjay Gandhi postgraduate
institute of technology, Lucknow. On 3 June 2006,
Govt. declared the Institute to be an independent
society.

Infrastructure:

Academic facilities:
Lecture rooms- Available in admin block, planned
in new academic blocks.
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Demo rooms- Available in admin block and

hospital building.
Common rooms- Available in admin blocks.

Labs- Available

Auditoriums- Available

Library- Books available- 4158 ,

Journals(Indian + Foreign)- 58, Seating
capacity- 50, Librarian- Dr.P.P Rawat,
Working hours- 9am - 5pm, also open on
Sundays and holidays from 9am - 2pm.
Computer center- Available

Residential facilities- Hostels, cafeterias and

mess ( Under construction 83 single rooms for
PGs and 26 double rooms for PGs )
Recreation facilities- Indoor and outdoor
(Badminton, gym and playground in new
academic block )
Medical facilities for students and staff-
Available at general and super specialty hospital
in campus.
 22

Objectives of the hospital:

It would provide holistic medical care including general

care in various general, medical / surgical specialties,
and in selected super specialties which are not available
or grossly inadequate in this region.

It will act as a secondary level as well as a selected

tertiary levelreferral center for the poor population of this
region at affordable cost.

To create a center of excellence for providing patient care

and educational facilities of high order.

To provide training in Para medical and allied fields.

Patient care, educational training and research facilities

will be complementary to SGPGIMS.

The medical Institute, with public service hospital will

cater both to the poor patients who are unable to pay and
to the population that has the capacity to pay on user
charges at 'no profit no loss' basis.
 23

The institute is registered under the society registration

act 21, 1860 and the registration No. is 1982 2006 - 07
dated 4th Nov 2006.

It is established as an autonomous, independent satellite

center under the act of state Assembly similar to
SGPGIMS. On 3rd June 2006, Govt. declared the
Institute to be an independent Society.

The regular OPD services started on 01.10.2010. Out of

18 department 16 department became functional in
which at least one faculty member is working in each
department.

Affiliation of the hospital:

Dr. Ram Manohar Lohia institute of medical sciences,

Lucknow is an autonomous teaching specialty institute funded
by the government of Uttar Pradesh. The institute is affiliated
to King Georges medical university, Lucknow, India.
 24

Services provided by the hospital:

1) Pathology: The Department of Pathology at RMLIMS has

been planned as a complete state of art investigation service
and academic department. The Department of Pathology was
started in January 2011. The department has facilities for
high end investigations not available at most government
hospitals in the state as well as the complete range of routine
tests. The department is focused to act as a cost effective
referral service for the benefit of residents of Uttar Pradesh
and to avoid diagnostic difficulties for poor patients.

The Departments Pathology has been upgraded to State

Referral Centre for Lab Investigations (SRCLI) as per
Government Order No. 519/ 71- 2- 13- R M-9/ 2012 Dated 9
April 2013. The aim of the referral centre is to provide high
end investigations at low cost in government sector, with
quality assurance and short turnaround time. Taking care of
our enrolled population in the best manner possible will
enable the State Referral Center For Lab Investigations
(SRCLI) at the Institute to meet the requirements for efficient,
effective, patient-centric health care.
 25

Services Rendered:

a. A wide range of laboratory investigations are available.

The number and scope of investigations was expanded.
b. List of Investigations available at pathology department:
 26

2) Radio diagnosis: The department of Radio diagnosis of

Dr.RMLIMS was started in March 2009. The department has
state-of-the-art latest equipments consisting of digital X-Ray

machines, high end ultrasound equipments, computerized

mammography, BMD, Digital Fluoroscopy, MDCT and 3Tesla

MRI. High quality diagnostic work including imaging of heart

& vessels is being done in the department on all seven days of
the week including holidays. Emergency services are provided
by the department upto 9pm for X-Rays, CT & MRI. Portable
machines are available for bed side X-Rays of the patients.
Interventional procedures such as drainage, biopsy, PTBD &
PCN etc. are being done in the department. In near future the
department will be acquiring C-ARM & DSA for advanced
interventional work. Efforts are also being made for acquiring
Breast Tomography machine. This will help in very early
detection of breast cancer.

Facilities:

a. BMD
b. Computerized Radiography
c. Digital Radiography
d. DRF
e. MDCT- 64 Slice with PIGA arm
f. Mammography
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g. MRI -3 Tesla
h. Portable X-Ray machines 2 in number

i. Ultrasound- 3 in no.
 28

3) Microbiology: The Department of Microbiology was

inaugurated by Mr. Manjit Singh, Principal Secretary, Medical
Education on 9th October 2011.The department is located at
sixth floor, hospital building, Dr RMLIMS. The department had
initially started serological services in 2011, which gradually
expanded to conventional as well as automated state of art
microbiological facilities.

Projected scope of activities:

Bacteriology division:

a) Bacteriology lab has facilities for isolation and identification

of various pathogenic microbes and determining their
antimicrobial susceptibility by conventional as well as
automated methods. It has automated continuous monitoring
system of blood culture for growth of aerobic bacteria and
fungi. Automated culture method for anaerobic bacteria is also
available.

Serology/Immunology division:

a) Serology lab has latex agglutination tests for ASO titers,

CRP and Rheumatoid factor. It also has serologis for syphilis,
enteric fever, and leptospirosis. Procalcitonin quantitative
 29

testing by VIDAS automated analyzer is also available as

sepsis marker measurement.

b) Immunology lab has ELISA testing for complete profile of

Hepatitis A, B, C, and E by manual as well as automated
method. All markers of Hepatitis B are available i.e. HBe, HBc,
HBs. HIV testing is done according to NACO guidelines.
Complete TORCH profile is also present. Rapid testing for
dengue Ag and Ab is also available.

Mycobateriology division (Tuberculosis laboratory):

Mycobateriology lab has state of art facilities. Conventional

and Automated Culture (MGIT 320) is done for pulmonary as
well as extra pulmonary samples. Culture is identified by
tubercular from non tubercular mycobacterium. First /Second
line anti-mycobacterium susceptibility testing by MGIT
automated method is done. LPA molecular testing for
identification of MDR patients is done in pulmonary samples.
Real-time PCR for Tuberculosis is done in any samples (except
blood-not recommended)
 30

Mycology division:

Routine culture and identification of fungi and automated

identification and susceptibility testing of yeasts is available
.Latex agglutination test for Cryptococcus neoformans is done
regularly.

Parasitological division:

Identification of blood and enteric parasites is available. Rapid

test for antigen detection of Malaria and Microfilaria and
ELISA for cysticercosis and Echinococcus spp are also
available.

Automated Immunoassay analyzerBOD IncubatorsBiosafety

Cabinet
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4) Anesthesiology: The department is providing specialized

anesthesia care for Neurosurgery, Urology, Onco-surgery,
Plastic surgery, Gastro surgery and Interventional Radiological
Procedures. Four operation theatres function daily and all are
equipped with High-end Anesthesia Workstations (DRAGER
Primus) with Ventilators, pulse ox meters, hemodynamic
monitoring systems and invasive monitoring facility. Post-
operative pain relief with continuous epidural or intravenous
analgesia

Pain Clinic is providing following facilities for intractable

chronic pain:

Chronic pain relief services for cancer pain patients with

neurolytic blocks under fluoroscopic guidance. Ozone
Discectomy for low back pain patients under fluoroscopic
guidance. Epidural steroid injections for low back pain
patients under fluoroscopic guidance.

Equipments Available: ICU VentilatorABG Machine

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5) Department of Physical Medicine and Rehabilitation

(PM&R): PM&R is a large interdisciplinary team of doctors,
nurses, occupational therapists, physiotherapists, speech
therapists, social workers, psychologist, prosthetists and
orthotists. This team works together in maximizing the health
and functional abilities of people with disabilities. The
department provides outpatient and inpatient services for
persons with physical/ neurological impairments due to
conditions such as:

a. Spinal Cord Injury

b. Brain Injury due to trauma and other causes Stroke

c. Developmental disorders such as cerebral palsy, spinal

dysraphism
d. Amputations of the extremities
e. Rheumatologic conditions
f. Hemophilia
g. Neuromuscular disorders
h. Chronic pain
 35

Facilities:

a. Galvanic /Faradic Stimulation

b. Ultrasonic Therapy
c. Short wave Diathermy
d. TENS
e. Lumbar Traction
f. Cervical Traction
g. Hand exercises
h. Neurological Rehabilitation
i. Cardiac Rehabilitation
j. Surgical Rehabilitation

6) Dietetics: With advancement in the field of nutrition

sciences, the daily needs of human health and disease are now
well established. The department of dietetics in hospital
formulates the most appropriate nutritional therapy for each

patient. Patient are being provided with nutrition education

and hygienically prepared high quality food services.

Objectives: The main objectives of department of Dietetics are

to provide:

a. Clinical Services Daily ward rounds are taken by the

dietician and diet is prescribed and implemented in
consultation with the doctors. Individual diet counseling
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along with diet chart is provided to indoor as well as

outdoor patients
b. Meal Services-Meal services are provided to general as
well as private wards patients. In general ward tea and
breakfast services are decentralized and Lunch and
dinner are centralized, whereas all meal services are
centralized in private wards. The cost for general diet is
Rs.42/- per day and Rs.150/-per day for private ward
patients.
c. Training-The department of dietetics undertakes training
of dietetics interns. Duration of internship is 3 months.
Eligibility- PG diploma in dietetics &nutrition Or M.Sc
(Food & Nutrition).
 37

CHAPTER- 3

RESEARCH METHODOLOGY
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Research is a common parlance which refers to search for

knowledge. It is a procedure of logical and systematic
application of the fundamentals of science to the general and
overall questions of a study and scientific technique, which
provide precise tools, specific procedures and technical rather
philosophical means for getting and ordering the data prior to
their logical analysis and manipulating different types of
research design is available depending upon the nature of
research project, availability of manpower and circumstances.

According to D. Slesinger and M. Stephenson research may be

defined as, The manipulation of things, concepts and symbols
for the purpose of generalizing to extend , correct or verify
knowledge, whether that knowledge aids in the construction of
theory or in the practice of an art. Thus it is original
contribution to the existing stock of knowledge of making for
its advancement. The research methodology adopted for
eliciting the data required for the study was survey method. It
is the overall pattern or framework of the project that will
dictate as to what information is to be collected, from which
sources and by what procedure.
 39

DATA COLLECTION:

The information needed to further proceed in the project had

been collected through primary data and secondary data.

DATA SOURCE:

There were two types of data sources used in this

research. These were:

PRIMARY DATA: Primary data is the data

collected for the first time from the source and
never had been used earlier. The data can be
collected through interviews, observations and
questionnaires. In this project, an appropriate
questionnaire was designed which was filled by the
customers of retail pharmacies and patients of Dr.
Ram manohar lohia institute of medical sciences to
know their opinion on the services of in-house
pharmacy and retail pharmacy.

SECONDARY DATA: Secondary data is the data

collected from already been use or published
information like journals, diaries, books, etc. In this
research project, secondary source used were
 40

various journals and websites of various hospital

pharmacies and retail pharmacies.

Various internet sites and blogs have been used to

collect information about the company. The
Respondents are various customers of retail
pharmacies and patients of the hospital.

RESEARCH DESIGN:

A research design is the arrangement of conditions for

collection and analysis of data in a manner that aims to
combine relevance to the purpose with economy in procedure,
In fact, the research design is the conceptual structure within
which research is conducted. This research was descriptive in
nature.

DESCRIPTIVE RESEARCH:

The research undertaken was a descriptive research as it was

concerned with specific predictions, with narration of facts
and characteristics concerning comparative study on in-house
pharmacy and retail pharmacy in lucknow city with special
 41

reference to Dr, Ram manohar lohia institute of medical

sciences.

SAMPLING DESIGN:

The following factors have been decided within the scope of

sample design:

Theoretical: It covered all the individuals who are the

patients of Dr, Ram manohar lohia institute of medical
sciences and customers of retail pharmacies in lucknow.
Accessible: It covered all the individuals who are the
patients of Dr, Ram manohar lohia institute of medical
sciences and the customers of retail pharmacies in
lucknow who are within our reach.

SAMPLE SIZE:

A sample of minimum respondents will be selected from

various areas of Lucknow. An effort was made to select
respondents evenly. The survey will be carried out on 50
respondents.

SAMPLE TECHNIQUE:
For the purpose of research convenient sampling
technique was used.
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UNIVERSE OF STUDY:

Universe of the study means all the persons who are the
patients of Dr. Ram manohar lohia institute of medical
sciences and the customers of the retail pharmacies in
Lucknow.

TOOLS OF PRESENTATION:

It means what all tools are used to present the data in a

meaningful way so that it becomes easily understandable. In
this research tables and graphs were used for presenting the
data.

STATISTICAL TOOLS TO BE USED:

A structured questionnaire is used to collect the data and the

data will be analyzed with the help of percentage table,
respective graph, bar graph and pie charts.

Descriptive statistics:

Used to describe data like graphical display, cross-tabs or

summary statistics.
 43

1. Correlation:

Used in market research to determine if different measure is

related.

2. Clustering:

Used to group similar types of people together (segment the

market) and then profile the groups (define target segments).

3. Regression:

Model relationships between variables and predictive modeling

or to understand casual relationships.
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CHAPTER-4

DATA ANALYSIS
 45

The data analysis is the process of inspecting, cleansing,

transforming and modeling data with the goal of discovering a
useful information, suggesting conclusions and supportive
decision making.

Here are some of the questions which are asked to the

consumers and patients of the in-house pharmacies and retail
pharmacies in order to analyze their effectiveness, efficiency
and usefulness of the pharmacies for its user regarding its
services and benefits.

The data which is collected are represented in the form of a pie

chart that clearly signifies the response of the consumers and
patients about the different aspects of the pharmacies and its
services.

There are 10 questions on the basis of which these data is

collected.

No. of respondents 50
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QUESTIONS ARE AS FOLLOWS:

Retail pharmacy:

Do the pharmacists of retail pharmacies discuss about the

medicines dosage?

a) YES

b) NO

c) DONT KNOW

Do the pharmacists suggest the new medicines?

a) YES

b) NO

Do the pharmacies provide the service of home delivery of

the medicines?

a) YES

b) NO

Are the pharmacies clean and hygienic?

a) YES

b) NO
 47

Are they having in-stock medicines needed?

a) YES

b) NO

In-house pharmacy:

How would you rate the services you received in the retail

pharmacy?

a) VERY GOOD

b) GOOD

c) AVERAGE

d) BAD

e) VERY BAD

How would u rate the cleanliness and tidiness of the

pharmacy?

a) VERY GOOD

b) GOOD

c) AVERAGE

d) BAD

e) VERY BAD
 48

How would you rate the helpfulness of the staff of in-house

pharmacy?

a) VERY GOOD

b) GOOD

c) AVERAGE

d) BAD

e) VERY BAD

How would you rate the time taken by the staff to serve

you?

a) VERY GOOD

b) GOOD

c) AVERAGE

d) BAD

e) VERY BAD

Do the pharmacists of in-house pharmacies discuss about

the medicines dosage?

a) YES

b) NO

c) DONT KNOW
 49

Comparative questions related to in-house pharmacy

and retail pharmacy:

Price of medicines in retail pharmacies are higher as

compared to in-house pharmacy?

a) STRONGLY AGREE

b) AGREE

c) DISAGREE

d) STRONGLY DISAGREE

Do the retail pharmacy offer medicines without

prescription?

a) STRONGLY AGREE

b) AGREE

c) DISAGREE

d) STRONGLY DISAGREE
 50

Is there availability of all the medicinal tools in the retail

pharmacies like neck supporting belt i.e. cervical collar,

medicinal tape, etc..?

a) YES

b) NO

c) DONT KNOW

What do you feel about the pharmacy sector related to sale

of drugs is?

a) PROFIT ORIENTED

b) SERVICE ORIENTED

c) DONT KNOW
 51

Analysis regarding retail pharmacies:

Do the pharmacists of retail pharmacies

discuss about the medicines dosage?

a) YES

b) NO

c) DONT KNOW

Medicine's dosage
YES NO DON'T KNOW

0%

45%

55%

Figure 1
 52

Are the pharmacies explaining the new medicines?

a) YES
b) NO

Explaination on new medicines

YES NO

36%

64%

Figure 2
 53

Are the pharmacies do home delivery of

medicines?
a) YES
b) NO

Home delivery
YES NO

35%

65%

Figure 3
 54

Are the pharmacies clean and hygienic?

a) YES
b) NO

Clean and hygienic

YES NO

38%

62%

Figure 4
 55

Are they having in-stock the medicines needed?

a) YES
b) NO

In- stock medicines

YES NO

30%

70%

Figure 5

Analysis regarding in-house pharmacies:

 56

How would you rate the services you received in

the in-house pharmacy?

a) VERY GOOD
b) GOOD
c) AVERAGE
d) BAD
e) VERY BAD

Services received
VERY GOOD 2nd Qtr AVERAGE BAD VERY BAD

5% 10%

15%

20%

50%

Figure 6
 57

How would you rate the cleanliness and tidiness of

the pharmacy?

a) VERY GOOD
b) GOOD
c) AVERAGE
d) BAD
e) VERY BAD

Cleanliness and tidiness

VERY GOOD GOOD AVERAGE BAD VERY BAD

10%
15%

20% 10%

45%

Figure 7
 58

How would you rate the helpfulness of the staff

today?
a) VERY GOOD
b) GOOD
c) AVERAGE
d) BAD
e) VERY BAD

HELPFULLNESS
VERY GOOD GOOD AVERAGE BAD VERY BAD

5%

15% 25%

15%

40%

Figure 8
 59

How would you rate the time taken by the staff to

serve you?
a) VER GOOD
b) GOOD
c) AVERAGE
d) BAD
e) VERY BAD

Service time
VERY GOOD GOOD AVERAGE BAD VERY BAD

0%

15%

25%

25%

35%

Figure 9
 60

Do the pharmacists of retail pharmacies

discuss about the medicines dosage?

a) YES

b) NO

c) DONT KNOW

Medicine's dosage
YES NO DON'T KNOW

0%

20%

80%

Figure 10
 61

Price of medicines in retail pharmacies are

higher as compared to in-house pharmacy?

a) STRONGLY AGREE

b) AGREE

c) DISAGREE

d) STRONGLY DISAGREE

Price satisfaction
STRONGLY AGREE AGREE DISAGREE STRONGLY DISAGREE

10%

20%
45%

25%

Figure 11
 62

Do the retail pharmacy offer medicines without

prescription?

a) STRONGLY AGREE

b) AGREE

c) DISAGREE

d) STRONGLY DISAGREE

Prescription of medicines
STRONGLY AGREE AGREE DISAGREE STRONGLY DISAGREE

5%

25%
40%

30%

Figure 12
 63

Is there availability of all the medicinal tools in the

retail pharmacies like neck supporting belt i.e.

cervical collar, medicinal tape, etc..?

a) YES

b) NO

c) DONT KNOW

Medicinal tools availability

YES NO DON'T KNOW

10%

35% 55%

Figure 13
 64

What do you feel about the pharmacy sector

related to sale of drugs is?

a) PROFIT ORIENTED

b) SERVICE ORIENTED

c) DONT KNOW

Sale of drugs
PROFIT ORIENTED SERVICE ORIENTED DON'T KNOW

15%

50%

35%

Figure 14
65

CHAPTER-5

FINDINGS
 66

The findings for the data interpreted are as follows:

a) Not every retail pharmacy provides the customers with

professional services.

b) Not all the retail pharmacies provide information about the

new medicines because many pharmacists mainly focus
on selling the medicines instead of making the customers
aware about its benefits and side effects too.

c) There are many pharmacies that are doing home delivery

of the medicines in order to make their sales high and also
for consumer convenience.

d) More number of retail pharmacies are very clean and

hygienic but there are also some of the pharmacies mainly
in rural areas which are not up to the mark.

e) Retail pharmacies are somewhat lack in the availability of

in-stock medicines as per the needs of the consumers.
 67

f) Services experienced by the patients in the hospital

pharmacies or in-house pharmacies are not appropriate,
as in government and public hospitals it is average but in
private hospitals it is good.

g) The cleanliness of the in-house pharmacies is very good

but in pharmacies located in remote areas it is average.

h) In-house pharmacies which have their own members for

serving the patients had a good response by their patients
but the hospitals having lack of staff results in poor
service to the patients regarding any information about the
medicines or its dosage.

i) In in-house pharmacies the staff members comparatively

provides good services as compared to the retail services
due to more number of staff in the hospitals, which saves
the time of the patients and chances for delay is also very
less.

j) The patients of the in-house pharmacies are more liable to

get satisfied as compared to the retail pharmacies.
 68

CHAPTER-6

SUGGESTIONS AND RECOMMENDATIONS

 69

The suggestions and recommendations are as

follows:

To deliver high-quality patient-centered care, hospital and pharmacy

leaders need to maximize the efficiency of their pharmacy operations in

support of overall hospital initiatives and goals.

Pharmacy staff must be involved in supporting critical

strategic mandates:

Such as reduction of unnecessary readmissions and extension of

the continuum of care. Specific areas of focus include integration

of pharmacists into care transitions, improvement of post-

discharge medication adherence, and provision of clinical

pharmacy services in ambulatory care environments.

 70

Pharmacists and technicians need to practice at the top of

their licenses and/or certifications:

To provide the greatest possible value. Efficiency will not be

optimized if pharmacists perform tasks that could be accomplished

by technicians or if technicians spend time on work that could be

automated.

Pharmacies need to adopt appropriate levels of automation:

So that staff can focus on the highest-priority clinical initiatives.

Some of the recommendations for the pharmacists are as

follows:

Make use of time.

Strategically position the products.
Be proactive.
Use pharmacists knowledge.
Create a most recommended display.
Use resources from partners.
 71

CHAPTER-7

LIMITATIONS
 72

Some of the limitations are as follows:

The major limitation of qualitative research is that fewer

people are studied. These are several consequences; for
example, the results are unlikely to be representative of a
particular population making it impossible to generalize. This
means that the results can be difficult to directly compare or
generalize to other people/patient types; other settings or
other findings. Because the results are often unique to the
relatively few people included in the study.

Qualitative research is totally dependent on the skills of the

researcher, particularly when conducting individual
interviews, focus groups and observations. There is always the
danger that the research can easily influenced by the
researchers personal biases idiosyncrasies.

With regard to resources qualitative studies are time-

consuming and labor intensive- in terms of both data
collection and data analysis.

Critics say that qualitative research has lower credibility with

many administrators and policy makers, who often prefer
statistics, tables and percentages.
 73

CHAPTER-8

CONCLUSION
 74

A study was useful in understanding A Comparative study on in-

house pharmacy and retail pharmacy in lucknow city with special
reference to Dr. Ram Manohar Lohia institute of medical sciences.

The retail as well as in-house pharmacies is very different from each

other. As they are having more number of dissimilarities based on their
servicer, behavior and customer or patient relationship.

Through this study we come to know about the different functions and
aspects of the pharmacies both in-house and retail. It shows how both
the pharmacies are beneficial for the patients in different ways regarding
the convenience of them. It also renders about the services provided by
the pharmacies to the consumers. How they are useful for them and in
what aspect they are better than each other.

It also complies about the customer satisfaction for the medicines, about
the behavior of the staff of pharmacies and their relationship with their
customers.
 75

IV

Bibliography

Websites:

https://www.slideshare.net/hemanthcrpatna/a-project-
report-on-training-and-development-with-reference-to-
hal

https://www.slideshare.net/UttamBorah2/bpharm-7-
semester-project-reportfinal

https://books.google.co.in/books?id=v79gAd53oRUC&pg
=PR7&lpg=PR7&dq=preface+for+project+on+pharmacy&s
ource=bl&ots=MtSdRmXCp7&sig=IMg4X5TYhSGylyn1Zg
qJLx1dVOg&hl=en&sa=X&ved=0ahUKEwjAof-
qt6_SAhWCwbwKHcfjDkAQ6AEITDAN#v=onepage&q=pre
face%20for%20project%20on%20pharmacy&f=false

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC35112
29/

http://nclibraries.niagaracollege.ca/c.php?g=375119&p=
2538114
 76

Annexure

Questionnaire

NAME

CONTACT NO.

OCCUPATION

Retail pharmacy:

1. Do the pharmacists of retail pharmacies discuss about the

medicines dosage?

a) YES

b) NO

c) DONT KNOW
 77

2. Do the pharmacists suggest the new medicines?

a) YES

b) NO

3. Do the pharmacies provide the home delivery service of the

medicines?

a) YES

b) NO

4. Are the pharmacies clean and hygienic?

a) YES

b) NO

5. Are they having in-stock medicines needed?

a) YES

b) NO
 78

In-house pharmacy:

How would you rate the services provided by the in-house

pharmacy?

a) VERY GOOD

b) GOOD

c) AVERAGE

d) BAD

e) VERY BAD

How would u rate the cleanliness and tidiness of the

pharmacy?

a) VERY GOOD

b) GOOD

c) AVERAGE

d) BAD

e) VERY BAD
 79

How would you rate the helpfulness of the staff of in-house

pharmacy?

a) VERY GOOD

b) GOOD

c) AVERAGE

d) BAD

e) VERY BAD

How would you rate the time taken by the staff to serve

you?

a) VERY GOOD

b) GOOD

c) AVERAGE

d) BAD

e) VERY BAD

Do the pharmacists of in-house pharmacies discuss about

the medicines dosage?

d) YES

e) NO

f) DONT KNOW
 80

Comparative questions related to in-house pharmacy

and retail pharmacy:

Do you think that Price of medicines in retail pharmacies is

higher as compared to in-house pharmacy?

a) STRONGLY AGREE

b) AGREE

c) DISAGREE

d) STRONGLY DISAGREE

Do the retail pharmacy offer medicines without

prescription?

a) STRONGLY AGREE

b) AGREE

c) DISAGREE

d) STRONGLY DISAGREE
 81

Is there availability of all the medicinal tools in the retail

pharmacies like neck supporting belt i.e. cervical collar,

medicinal tape, etc..?

a) YES

b) NO

c) DONT KNOW

What do you feel about the pharmacy sector related to

sales of drugs?

a) PROFIT ORIENTED

b) SERVICE ORIENTED

c) DONT KNOW