SCIENTIFIC AND PRACTICAL APPROACHES TO FORM THE LIST OF SOCIAL-PSYCHOLOGICAL CHARACTERISTICS FOR PHARMACY SPECIALIST

Nowadays according to employers, pharmacy specialist should be not only competent professional, but versed in the consumer psychology and result oriented, at the same time, i.e. concentrated on the pharmacy competitiveness increase and on maximal income and customer satisfaction. The aim of the presented work was to investigate the social-psychological characteristics for pharmacy specialist essential in his or her professional activity, and to substantiate the list of these characteristics. Materials and methods. Analytical, graphical and comparative methods, methods of descriptive and abstract modeling, system analysis and synthesis, taxonomy and cluster analysis were applied in the study. Results. Social-psychological characteristics for pharmacy specialist methodologically should be selected and substantiated by the main stakeholders: employers, pharmacists, doctors, customers and graduation course students. The research algorithm to define the professionally important social-psychological characteristics for pharmacy specialist was suggested. The professionally important social-psychological characteristics regarding the requirements of employers from different countries to pharmacy specialists include sociability, responsibility, attentiveness, orderliness, and command-orientation. The main social-psychological characteristics for pharmacy specialists based on content analysis are attentiveness, sociability, indulgence, goodwill, responsibility, neatness, sensitivity, patience. Comparison of four research results for pharmacists, doctors, customers and graduation course students form specialty “Pharmacy” allowed to select and to substantiate the social-psychological characteristics for pharmacy specialist essential in his or her professional activity. They are goodwill, stress-stability, honesty, command-orientation, neatness, affability, decency, purposefulness, desire for learn and develop, grammatically correct language, non-conflictedness. Original Research Article: full paper (2019), «EUREKA: Health Sciences» Number 2


Introduction
Nowadays pharmacist's social-psychological portrait has changed due to European integration process, which affected economic conditions of pharmaceutical institutions and business competition approaches. Despite this, pharmacist's foreground qualities remain result-oriented, i. e. oriented to increase in sales of pharmaceutical products and, accordingly, gain of profit for pharmaceutical institution. According to employers, pharmacy specialist should be competent professional, versed in the consumer psychology and result oriented, at the same time, i. e. concentrated on the pharmacy competitiveness increase and on maximal income and customer satisfaction.
Questions regarding the study of specialist's personality characteristics are considered by both Ukrainian and foreign scientists. In these publications there are emphasized such aspects as social adaptation [1], interaction with colleagues and partners, the type of behavior in stressful situations, cognitive qualities, emotional development of specialist [2], the formation of complex of organizational, communication, management skills of future pharmacists [3]. However, these researches are devoted to analysis of certain aspects, and are not fully allowed to describe social and psychological characteristics of pharmacy specialist that needed to create a patient-centric space in the pharmacy [4,5].
In addition, requirements for pharmacy specialist such as education level, experience, official duties, knowledge, skills and abilities are clearly defined today [6,7]. However, the list of social-psychological characteristics for pharmacy specialist is not fully defined. SPCs analysis shows inconsistency of employers' opinions on this issue, which necessitates the development of methodological principles of SPCs selection system.

Aim of the research
The aim of the study is to investigate the social-psychological characteristics (SPCs) for pharmacy specialist essential in his or her professional activity, and to substantiate the list of these characteristics.

Materials and methods
Analytical, graphical and comparative methods, methods of descriptive and abstract modeling, system analysis and synthesis, taxonomy and cluster analysis are applied in the study.
To define SPCs of pharmacy specialists the expert survey using a specially designed ques-
Selection and substantiation of SPCs should be conducted in five stages (Fig. 2). At the first stage, research of employer requirements was carried out. Grouping of SPCs was based on two different clustering methods: joining (tree clustering) and K-means clustering Pharmacology, Toxicology and Pharmaceutical Science using SPSS Statistics 17.0 software to define the most essential characteristics was fulfilled after processing of ads about pharmacist vacancies. The grouping (based on tree clustering method) showed three classes: first cluster -professionally relevant SPCs (often claimed), second clusterprofessionally necessary SPCs (demanded), third cluster -professionally desirable SPCs (seldom claimed). Then, overlay of clustering results was fulfilled to form the list of pharmacy specialists SPCs, which are required by employers.

Fig. 1. The relationship between the main stakeholders in pharmacy
Clustering of professionally important pharmacy specialists SPCs regarding to the employer requirements after the overlay of clustering results are shown in Fig. 3. Obtained clustering corresponds to real scene of investigate phenomena (difference between clusters is statistically significant: F=24.105, critical value F crit =10.66, p=0.00).
At the second stage of methodological substantiation of professionallyimportant pharmacy specialists SPCs, content analysis of publications [10,11] with scientist opinions on issues investigated was carried out (Fig. 4). Step 1.1. Study of employer requirements regarding to pharmacy specialists SPCs Step 1.

1.1.Analysis of modern requirements of Ukrainian employers
Step 1.1.2. Study of modern requirements of foreign employers (the developed countries) Step 1.1.3. Determination of current requirements of employers from near-abroad countries Step 1.2.Analysis of the research results

Stage 2. Research of scientist opinions concerning to pharmacy specialists SPCs
Step 2.1. Content analysis of publications on pharmacy specialists SPCs

Step 2.2.Analysis of the research results
Step 2.3.Clustering of requirements, that were specified from content analysis of scientific publications

Survey (questioning) of doctors
Step 3.1.3. Survey (questioning) of customers Step 3.2. Processing of questionnaire results and determination of quantitative and qualitative estimators of expert opinions Step 3.3. Clustering of expert survey results Step 3.1.4. Survey (questioning) of graduation course students The next stage of thestudy was expert survey for pharmacists, doctors and customers (Fig. 5). Studying of opinions of graduation course students form specialty "Pharmacy" was also interesting. 352 pharmacy specialists with appropriate qualification and experience took part in expert survey. The obtained concordance coefficient (W=0.863, p<0.05) indicates high consistency of expert opinions. The next step of the study was expert survey for doctors about professionally important SPCs (Fig. 6). 214 doctors took part in expert survey, and the obtained concordance coefficient (W=0.863, p<0.05) demonstrated high consistency of expert opinions.
Obtained clustering corresponds to real scene of investigate phenomena (difference between clusters is statistically significant: F=3.96, critical value F crit =2.06, p=0.0006).
The next step of the study was expert survey for graduation course students form specialty "Phar macy".
The last step of study was expert survey for customers of pharmaceutical institutions.
943 customers of pharmaceutical institutions took part in expert survey, and the obtained concordance coefficient (W=0.863, p<0.05) demonstrated high consistency of expert opinions (Fig. 7).  Pharmacology, Toxicology and Pharmaceutical Science
The first cluster of professionally important SPCs by pharmacists' opinions contains following characteristics: sociability, responsibility, attentiveness, politeness, goodwill to customer, command-orientation, neatness, affability, stress-stability, honesty, decency, purposefulness, desire for learn and develop, punctuality, grammatically correct language, efficiency, orderliness, activity, tact, good manners, self-discipline, positive attitude to work, desire for professional growth, cleanliness, persuasiveness, self-assertion, financial discipline. The first cluster of professionally important SPCs by doctors' opinions contains following characteristics: goodwill, command-orientation, neatness, affability, stress-stability, honesty, decency, purposefulness, desire for learn and develop, grammatically correct language, non-conflictedness. SPCs included in the second cluster are sociability, responsibility, attentiveness, politeness, positive attitude to work. The third cluster of professionally important SPCs by doctors' opinions contains punctuality, conscientiousness, efficiency, orderliness, activity, customer-orientation, initiative, tact, scrupulousness, love for people, good manners, self-discipline, sincerity, friendliness. Professionally important SPCs by students' opinions were distributed among clusters: -the first cluster -responsibility, honesty, positive attitude to work, stress-stability, compatibility, adherence to principles; -the second cluster -level of social intellect, steadiness in crisis situations, self-control of behavior and emotions, value orientations, tolerance, creative activity; -the third cluster -ability to preserve of attention, politeness, professional self-actualization, self-respect, interest in chemist's shop business, authority, level of social norms for communication, objectivity of self-rating, tact, initiative, conscientiousness.
Professionally important SPCs by customers' opinions were grouped as follows: -the first cluster -sociability, goodwill to customer, command-orientation, neatness, affability, stress-stability, honesty, decency, purposefulness, desire for learn and develop, punctuality, grammatically correct language, efficiency, orderliness, customer-orientation, non-conflictedness, good manners, self-discipline; -the second cluster -responsibility, attentiveness and politeness; -the third cluster -conscientiousness, being energetic, active life position, initiative, tact, scrupulousness, love for people, good manners, sincerity, friendliness, positive attitude to work. Overlay (collation) of clustering results for pharmacists, doctors, customers and graduation course students form specialty "Pharmacy" allowed to determine the such professionally important SPCs as goodwill, stress-stability, honesty, command-orientation, neatness, affability, decency, purposefulness, desire for learn and develop, grammatically correct language, non-conflictedness.
At the same time, the majority of scientists involved in the study of social-psychological characteristics for pharmacy specialist, stopped their researches, when they selected only one or two qualities, such as communicative abilities [17] or value orientations [18]. Such scientific' opinions do not correspond the current world trends in pharmacy and medicine, and the requirements of good pharmacy practice [19,20].
Summary of clustering results of all research guidelines for pharmacy specialists SPCs is shown in the Table 1. Thus, the pharmacy specialists SPCs were defined based on the research. They are sociability, responsibility, attentiveness, command-orientation, goodwill to customer and neatness.
6. Conclusions 1. The approaches to define the professionally important social-psychological characteristics for pharmacy specialist were analyzed.
2. The research stages to select and substantiate the system of the professionally important social-psychological characteristics for pharmacy specialist were defined.
3. The research of the professionally important social-psychological characteristics for pharmacy specialist was conducted with the main stakeholders: employer, pharmacist, doctor, and customer. pharmacy specialist essential in his or her professional activity was suggested. 5. The list of the professionally important social-psychological characteristics for pharmacy specialist was formed on the base of conducted research. This list include such characteristics as sociability, responsibility, attentiveness, command-orientation, goodwill to customer and neatness.