In accordance with the Pharmacy Services Act, which defines the area of quality and safety in Chapter III, and the newly adopted Healthcare Quality Assurance Act (ZZKZ), adopted at the end of 2024, we will carry out the following tasks to maintain quality and ensure safety:
- establish an annual plan for ensuring and improving quality and safety;
- update safety protocols for individual services;
- conduct internal audits through internal professional supervision with advisory support;
- monitor quality indicators harmonised at the pharmacy services level, as well as quality indicators in accordance with the ZZKZ, where these have already been defined in 2026;
- develop a safety culture and establish a system for recording safety incidents;
- monitor and analyse warning events and errors in the provision of pharmacy services on an anonymised basis.
The institution’s 2026 annual plan for ensuring and improving quality and safety includes:
- an annual plan for internal audits through internal professional supervision with advisory support;
- improvements to the institution’s quality and safety system through the implementation of recommendations arising from audits and supervision, as well as other enhancements;
- professional development and training of employees in the field of quality and safety in pharmacy services;
- detection and management of safety incidents within the institution;
- monitoring recalls of medicines, medical devices, food products and cosmetic products, as well as reporting on inadequate quality;
- supervision of the verification of scales and calibration of other measuring equipment;
- supervision of the performance qualification of dust-free chambers, sterilisation equipment and equipment in the galenic and quality control and analytical laboratory, as well as microbiological monitoring of the chambers;
- review and updating of documentation;
- implementation of waste management activities;
- monitoring and analysis of quality indicators.
SiQ certificate
Quality management system certificate
ISO 9001:2015
št. Q-1535
Quality indicators for 2025
In 2026, in addition to other business indicators, we will also monitor the quality indicators listed below.
| Zap. št. | Quality indicators for pharmacies at the primary healthcare level | Measurement | Result 2023 | Result 2024 | Result 2025 | Target for 2026 |
|---|---|---|---|---|---|---|
| 1 | Proportion of all pharmaceutical interventions relative to the number of prescriptions | Number of interventions / number of prescriptions (%) | 0,6 | 0,2 | 0,3 | 0,3 |
| 2 | Proportion of professional pharmaceutical interventions relative to all pharmaceutical interventions | Number of professional interventions / number of interventions (%) | 22,0 | 51,9 | 54,0 | 20 |
| 3 | Proportion of professional critical pharmaceutical interventions relative to all pharmaceutical interventions | Number of professional critical interventions / number of interventions (%) | 6,3 | 11,6 | 12,3 | 5 |
| 4 | Proportion of professional critical pharmaceutical interventions relative to all professional pharmaceutical interventions | Number of professional critical interventions / number of professional interventions (%) | 28,7 | 22,3 | 22,7 | 15 |
| 5 | Proportion of resolved professional critical pharmaceutical interventions relative to all professional critical pharmaceutical interventions | Number of resolved professional critical interventions / number of professional critical interventions (%) | 69 | 63 | 62 | 60 |
| 6 | Number of medication dispensing errors per 10,000 prescriptions | (Number of prescriptions involving an error × 10,000) / total number of prescriptions | 0,4 | 0,23 | 0,14 | Below 0,4 |
| 7 | Number of sentinel safety events (SSEs) | Number of sentinel safety events under the Pharmacy Services Act (ZLD-1) | 0 | 0 | 0 | 0 |
| 8 | Total number of prescriptions per employed Master of Pharmacy | Number of prescriptions / number of employed Masters of Pharmacy | 15.932 | 16.331 | 16.860 | 14.341 |
| 9 | Total number of prescriptions per recognised Master of Pharmacy position | Number of prescriptions / number of recognised Masters of Pharmacy positions | 20.174 | 20.347 | 20.598 | More approved staff positions SD |
| 10 | Total number of prescriptions per employed Master of Pharmacy compared with the adopted standards and staffing norms* | (Number of prescriptions / number of employed Masters of Pharmacy) / number of prescriptions under the staffing norm | 1,22 | 1,24 | 1,27 | Approach 1 |
| 11 | Number of Masters of Pharmacy qualified to provide medication use review (PUZ) relative to the number of employed Masters of Pharmacy | Number of Masters of Pharmacy qualified to provide PUZ / number of employed prescription-dispensing Masters of Pharmacy (%) | 15 | 15 | 15 | 20 |
| 12 | Number of Masters of Pharmacy qualified to provide pharmaceutical treatment follow-up (FTP) relative to the number of employed Masters of Pharmacy | Number of Masters of Pharmacy qualified to provide FTP / number of employed prescription-dispensing Masters of Pharmacy (%) | 0 | 0 | 0 | 5 |
| 13 | Number of updates to Personal Medication Cards (OKZ) per employed Master of Pharmacy | Number of updated Personal Medication Cards (pOKZ) / number of employed prescription-dispensing Masters of Pharmacy | 0,5 | 0,7 | 0,8 | 2 pOKZ / OKZ |
| 14 | Number of medication use review (PUZ) services performed per Master of Pharmacy qualified to provide the service | Number of PUZ cases / number of Masters of Pharmacy qualified to provide PUZ | 3 | 8 | 8 | 10 PUZ |
| 15 | Number of follow-up medication use review (PUZ) services performed per Master of Pharmacy qualified to provide the service | Number of follow-up PUZ cases (kPUZ) / number of Masters of Pharmacy qualified to provide PUZ | / | 0,2 | 0,3 | 2 kPUZ |
| 16 | User satisfaction | Survey results | 3,72od 5 | 4,72od 5 | 4,28od 5 | Above 4 out of 5 |
| 17 | Number of suspected adverse drug reaction reports relative to the total number of pharmacy professionals | Number of suspected adverse drug reaction reports / total number of pharmacy professionals | 13,2 % | 7,8 % | 11,3 % | Based on cases identified |
| 18 | Number of complaints/recalls involving products from the galenic laboratory | 5 | As few as possible | |||
| 19 | Proportion of complaints involving products from the galenic laboratory resolved favourably | 100 % | 100 % |
V javnem zavodu Obalne lekarne Koper izvajamo, vAt the public institution Obalne lekarne Koper, we implement, maintain, regularly audit and continually improve our quality management system.
The quality management system for pharmacy services and production in the galenic laboratory has been established in accordance with the ISO 9001 standard since 2010. It is reviewed annually and upgraded in line with new versions of the standard.
Quality policy and objectives statement
We have implemented a certified quality management system in accordance with ISO 9001:2015 and an information security management system that supports connectivity with the zVem portal, access to eHealth solutions and data exchange via ePrescription.
Together with our employees, the management has established guidelines for maintaining a competitive advantage in the market, defining the quality policy that we will achieve through:
- ensuring access to pharmacy services for users;
- meeting the requirements and expectations of service users and other relevant interested parties;
- continuously improving our processes;
- maintaining good cooperation with our founders, enabling the institution to grow in all areas;
- continuously expanding our knowledge;
- developing a safety culture and ensuring high-quality, safe pharmacy services;
- providing responsible advice;
- developing and marketing our own products and services;
- protecting personal and confidential data and ensuring information security;
- continuously improving communication;
- caring for employee satisfaction and health;
- committing to compliance with applicable legislation, good practices and requirements accepted by the institution.
By achieving these quality policy objectives and managing all identified risks and opportunities, we support the continued development of the public pharmacy institution and maintain stable financial operations.
By involving all employees in the quality management system, which defines processes and procedures and establishes responsibilities and duties, we ensure effective system management.
Management and employees are committed to continually improving the quality of our work, services and products. We introduce new approaches, services, products and technologies and adapt to changing circumstances. By seeking new solutions and continuously improving our operations, we enhance the quality of our work and support the institution’s development.
Management commitment
Management has established the quality policy and developed a quality management system with measurable objectives. This ensures the continued engagement of all employees and their awareness of the importance of meeting service users’ needs and expectations, while ensuring that the system remains compatible with the institution’s context and strategic direction.
Overall quality management is led by the management, while employees in the organisational units strive to improve processes.
The institution’s management team reviews the achievement of planned business results monthly and evaluates the effectiveness of the implemented quality management system at the end of each year.
Every year, the institution’s management conducts management reviews and plans the resources required for:
- implementing, maintaining and improving the quality management system;
- ensuring service user satisfaction;
- complying with legal and regulatory requirements;
- ensuring that staff have the necessary competencies to operate and manage processes;
- providing an appropriate working environment and developing a safety culture;
- ensuring and maintaining infrastructure, information security and business continuity arrangements at an acceptable, predetermined level, particularly in the pharmacy providing a continuous 24-hour supply of medicines; and
- monitoring and measuring the effectiveness of the quality management system.
Quality policy
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About Us
Obalne lekarne Koper is a public institution that provides high-quality and safe pharmacy services and continually improves its services in accordance with professional standards and legal requirements.
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History
The history of pharmacy in the area of present-day Slovenian Istria dates back to the early 14th century. As an important economic and administrative centre, Koper was one of the first towns in what is now Slovenia to develop organised pharmacy services. Over the following centuries, pharmacies were established in Koper, Piran and Izola. After the Second World War, private pharmacies were gradually transformed into public pharmacy institutions. In 1966, the financially independent institutions Lekarna Izola, Lekarna Koper and Lekarna Piran merged to form a single public institution, Obalne lekarne Koper, which today provides pharmacy services in the municipalities of Slovenian Istria and the Municipality of Hrpelje-Kozina.
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