The Quality Management System is a universal set of tools that helps to achieve maximum efficiency of any enterprise in all aspects. In order for the Quality Management System in the pharmacy to work effectively for the consumer of pharmaceutical goods, it is necessary to periodically conduct research among the clients of the pharmacy organization. The aim of the work was a comprehensive research among consumers of pharmacy products from the standpoint of the Quality Management System. Normative documents regulating pharmaceutical activities, works of domestic and foreign scientists were adopted as the information base. The questionnaire method was used to tackle the assigned tasks. The objects of the research were the visitors of the pharmacy organizations of the Oryol region. As a result of the study, it was found that efficacy, safety and price are of decisive importance for pharmacy visitors when choosing a drug; the majority of consumers pay attention to the shelf life of a drug when purchasing it (83.0%), however, only 47.0% of respondents attach importance to storage conditions; most pharmacy clients don’t know anything about the list of vital and essential drugs, the minimum range, the international nonproprietary name of the drug; the majority of visitors to pharmacy organizations don’t distinguish between the following concepts: falsified, substandard and counterfeit medicines; some respondents found adverse reactions after taking a drug that weren’t specified in the instructions, some consumers when purchasing drugs faced their defective forms. Thus, on the basis of a comprehensive study carried out among consumers of pharmaceutical products, it can be concluded that it is necessary to develop a system of measures that increase the literacy of the population in the field of the quality of medicines.

By surveying clients of pharmacy organizations, we've analyzed quality of service. It was found that pharmaceu-tical specialists do not always inform pharmacy visitors about the regimen and doses of the drug (MP), the rules for storing it at home, and about interactions with other drugs; most buyers find it difficult to answer the question of what is the International Nonproprietary Name of a Medicinal Product (INN) and how synonyms and ana-logues differ from each other; visitors to pharmacies are not always provided with information about the availa-bility of medicinal products from different manufacturers and medicinal products with different prices; in most cas-es, if the secondary packaging is violated, the pharmacy customers are not given instructions (a copy of the in-structions) on the use of the dispensed drug. A standard operational procedure "Order of realization of medicines without a prescription" was developed on the basis of received data.