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Qualität & Service Quality & Service QUALITÉ ET SERVICE

QUALITÄT SICHERN Quality and Excellent Service are in our DNA L’assurance de la qualité

Die Online-Apotheken unserer Mitglieder erfüllen die hohen qualitativen Anforderungen an Pharmazie in Europa. Ihr Ziel ist eine strukturierte, leitlinienbasierte pharmazeutische Betreuung der PatientInnen.

Ihre Kundenserviceorientierung, die den Bedürfnissen europäischer PatientInnen entspricht, hat die „Game-Changer“ im Gesundheitsmarkt wachsen lassen.

Als Verband der europäischen Online-Apotheken vertreten wir den Standpunkt, dass PatientInnen überall in Europa Zugang zu einer qualitativ hochwertigen Gesundheitsversorgung haben sollten. Auch unterstützen wir alle qualitätssteigernden Maßnahmen, die mit E-Health-Angeboten die gesamte Gesundheitsversorgung in Europa verbessern.

The basis for this is the conformity of the processes with the GDP. The online pharmacies of our members meet the high quality requirements for pharmaceuticals in Europe. Their goal is a structured, guideline-based pharmaceutical care for patients.

Their customer service orientation, which is in line with the needs of European patients, has allowed the "game changers" in the healthcare market to grow.

As the European Association of E-Pharmacies, we believe that patients should have access to high quality health care throughout Europe. We also support all quality-enhancing measures that use e-health offerings to improve the overall healthcare system in Europe.

La base pour cela est la conformité des processus par rapport au GDP. Les pharmacies en ligne de nos membres remplissent les exigences de qualité élevées pour les produits pharmaceutiques en Europe. Leur objectif est un traitement pharmaceutique structuré et basée sur les directives pour les patients.

Leur orientation sur le service-client, qui correspond aux besoins des patients européens, a permis à ceux qui changent les choses dans le secteur de la santé de se développer.

En tant qu’association européenne des e-pharmacies, nous pensons que les patients doivent avoir accès à des soins de santé de grande qualité dans toute l’Europe. Nous soutenons également toutes les mesures d’amélioration de la qualité qui utilisent des offres de e-santé pour améliorer le système de santé global en Europe.

Expertise Pharmaceutical quality and service orientation Customer-centricity Cost savings Data quality Fairness Patient-centered supply Rewarding therapy compliance Quality management
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“We support trust in expertise”

In our members' e-pharmacies, teams of pharmacists and pharmaceutical experts guarantee that all services offered are based on scientific knowledge: Starting with the information on the website, through monitoring the storage of medicines to the ordering process and the pharmaceutical consulting services, which patients can take advantage of before, during, after or even independently of a purchase.

Modern and systematic medication management, which includes consultation, coordination and support in drug therapy, is a central task. Medication management and patient support in e-pharmacies are based on the latest research results and therapy standards. A competence team is responsible for the qualified provision of services. For this purpose, an internal quality management system is set up, and indicators for measuring adherence and persistence as well as for the continuous measurement of drug therapy safety are developed, implemented and evaluated. The documentation of each intervention step is carried out according to high quality standards.

Vladimier Finsterle
CEO, Pears Health Cyber s.r.o.

In all these areas, continuous improvement is the key to success. As the European Association of E-Pharmacies, we contribute to this with professional expertise, training and information services that reflect the current state of scientific knowledge.

While millions of customers order medicines and pharmacy products from our members’ online pharmacies every day, their pharmaceutical professionals are confronted with a wide range of different inquiries, clinical pictures and prescriptions on a daily basis.

To ensure the highest level of pharmaceutical advice, many EAEP members use internal training portals for knowledge management and further education. Employees are regularly coached and trained to ensure that they are always up-to-date with the latest scientific knowledge regarding clinical pictures, drugs and active ingredients.

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“We support the pharmaceutical quality and service orientation of Europe’s e-pharmacies”

We support and strengthen the goal of our members to provide the highest pharmaceutical quality with a strong service orientation. The future-oriented continuous development of innovative technologies is key to this. We promote the strong position of the European online pharmacies through the exchange of knowledge in specialist groups and with external partners.

The e-pharmacies of EAEP members strive for a constantly higher level of quality with numerous pharmaceutical controls and patient-oriented services:

Online order:

  • Easy to understand user interfaces
  • Comprehensive product descriptions on the website
  • Systematic availability of the product data sheet
  • Definition of the maximum amount per drug
  • Invitation for patients to consult pharmaceutical experts

Pharmaceutical controls:

  • Interaction tests for ordered products
  • Quantity check under consideration of the order history
  • Contraindication testing based on information provided by patients (e.g. pregnancy, allergies, diseases, other drugs used)
  • Documentation of all test results
  • Review of these test results

Pharmaceutical services:

  • Direct contact with patients on demand
  • Documentation of all contacts
  • Pharmaceutical review of drug delivery (if necessary)
  • Provision of patient letters with results of interaction tests, advice and precautions for the use of selected drugs
  • Warnings about fitness to drive on the medicine package
  • Pharmaceutical consultation by pharmacists and pharmaceutical experts
  • Answering product- or health-related questions
  • Help with product selection
  • Advice before, during, after and independent of the purchase
  • Contact possibilities by mail, phone and chat

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“We leverage customer-centricity as a core principle in developing future-oriented services”

The high qualitative level of European pharmacy is on the one hand guaranteed by standards; on the other hand it is measured by the individual services provided by the respective institutions.

The focus of all our members’ activities is on their customers and patients and their needs. In the case of e-pharmacies, the range of services and customer feedback are particularly closely interlinked.

EAEP members are in constant and direct dialogue with their millions of customers. In our association work, we support them in systematically and dynamically defining the current care needs of the population based on their anonymised data pool in order to develop innovative service offerings.

This enables the level of care to be constantly improved and ensures that the range of services in the health sector will continue to meet the changing needs of customers and patients in Europe in the future.

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“Cost savings are a key issue for the EAEP”

Customer-centricity also means that pharmaceuticals are affordable for customers. Together with the members of the EAEP, we stand for the democratisation of drug prices through the exchange of best practices and the use of economies of scale.

The customers and patients of our members benefit from favorable prices as well as from the transparency that e-commerce creates with regard to the comparability of services and prices.

Online pharmacies thus make a considerable contribution to price competition in the market for over-the-counter medications, which significantly reduces patients’ health care costs.

As an association, we support all the activities of our members that relieve the overall burden on the healthcare system. This includes enabling patients to effectively self-medicate.

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“In line with the European Commission's digital strategy, our aim is to improve access to high-quality data while ensuring the protection of personal and sensitive data”

Meaningfully structured data are key to making good decisions in digital healthcare – whether anonymised as the basis for consultation, diagnosis, research and the development of care and service offerings or consciously personalised and voluntarily provided by patients to improve drug therapy safety and individual healthcare.

The EAEP supports its members in ensuring the high quality of data that form the basis for decisions on care – be it external, internal or patient-generated data, which are collected or processed in accordance with data protection and security (safety), considering the informational self-determination of customers and patients.

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“Fairness is a core principle and sign of quality for us”

Treating customers fairly and impartially – this is another aspect of customer-centric and high-quality service. We support the EAEP's members, who are committed to providing the same quality of care to all people, regardless of major individual differences, in achieving this.

This is characterised by a discreet, non-judgmental consultation, which is based on the individual health profile, age, gender, medication history and personal preferences of adult patients.

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“We support patient-centered supply and personalised medicine”

Patient-centered care and personalised medicine consider each individual person particular strongly.

To ensure that patients can be cared for according to their specific needs, preferences and values, all e-pharmacies of EAEP members offer extensive ranges of medications and other pharmacy-related products. They thereby create freedom of choice for individuals.

The accompanying advice and services provided by the online pharmacies not only help patients to achieve their health goals – they also improve their own health competence.

As the European Association of E-Pharmacies, we are committed - in cooperation with our members and partners in the healthcare sector – to continually expanding customer-centric care.

Digital health technologies are the basis for personalised medicine. Their development strives for the goals of improvement and efficiency: On the one hand, they aim to improve prevention, diagnosis and therapies, and on the other one to make the healthcare system more efficient.

This is made possible, for example, by the voluntary collection of health data in everyday life through digital assistance systems. Continuous (rather than selective) data collection alone can provide more precise information to improve therapy processes or minimise risks. Blood sugar or high blood pressure measurements are just two examples.

The EAEP supports its members in implementing data-driven processes to further improve the quality of advice.

„We support innovative projects to improve supply“

In order to be able to offer customers additional health-related services beyond basic pharmaceutical consultation, our members’ e-pharmacies are developing innovative care projects in cooperation with the pharmaceutical industry and health insurance companies.

A key factor in the customer service of online pharmacies is the patient-oriented and medically-pharmaceutically reliable communication with their customers.

In direct contact with them, online pharmacies not only offer analyses of routine data from real-life healthcare, but also a broad range of consulting services, ranging from basic information to comprehensive indication and treatment clarification to close-meshed therapy support programmes.

As an association, we believe that patients need support in order to become equal partners in their own care and thus better manage their therapy.

For this reason, the online pharmacies of our members offer patient-oriented, guideline-based supplementary care for chronically ill patients in individualised therapy support programmes. Chronically ill patients are supported in their doctor-prescribed therapy by interventions – from simple prescription reminders to detailed coaching discussions.

Through individualised care, e-pharmacies make it easier for patients suffering from chronic diseases to deal with their illnesses and thus achieve an increased awareness of compliance with their therapy. The aim is to improve the success of their therapies. Supported by a high degree of trust in the services of e-pharmacies, these measures meet with a high level of acceptance among patients.

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“We support rewarding therapy compliance”

Drug therapies can only be successful if they are taken seriously. Compliance and drug therapy safety are of fundamental importance, especially for multimorbid patients with multiple medications. The members of the EAEP believe in the direct dialogue and exchange with their patients as responsible consumers and on providing them with comprehensive information. After all, active and informed patients are more loyal to their therapy than less informed patients.

As the European Association of E-Pharmacies, we share the opinion that (financial) incentives that reward patients for cooperation and adherence to therapy are also suitable for increasing the success of drug therapies.

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“We encourage exchanging best practices to continuously improve quality management”

To ensure that patients receive their medication on time and under the best conditions, our members' e-pharmacies ensure excellent operational quality. We support them both in the implementation of their individual measures and in their constant cooperation with national and European authorities and manufacturers.

Among the quality-enhancing measures of e-pharmacies are:

  • Certification according to EN ISO 9001
  • Conformity with Good Distribution Practice (GDP) guidelines
  • Quality assurance systems
  • Dispatch preparation under supervision of the responsible pharmacists
  • Temperature-controlled storage and delivery
  • Test routines and double checks

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