NEIGHBORHOOD BOTIKA – GOLD STANDARD

A minimum operating standard for a professional over-the-counter botika

FRONT OFFICE (Customer-Facing Standards)

🪟 1. Over-the-Counter Service Only
The store shall operate strictly as an over-the-counter pharmacy.
Customers are served only at the counter and are not permitted to enter the selling or storage areas.

👔 2. Professional Staff Appearance
All staff shall wear clean, complete uniforms with visible name identification.
Staff must maintain a neat, calm, and professional appearance at all times.

👁️ 3. Clear Glass & Store Visibility
The storefront shall use clean glass windows that allow clear visibility of staff and the service counter.
Windows must remain free from excessive posters or visual clutter.

🏪 4. Strong & Consistent Branding
The store shall maintain a consistent color theme and visual identity.
Store signage must be clearly visible during both daytime and nighttime.
The store logo shall be prominently displayed inside and outside the premises.

🧾 5. Clean & Organized Counter
The service counter shall be clean, uncluttered, and well-organized at all times.
Only relevant and fast-moving items may be displayed.
Expired, damaged, or dusty items must never be visible.

🤝 6. Standard Customer Service Flow
Customers shall be acknowledged promptly upon arrival.
Staff must communicate clearly, respectfully, and at a pace suitable for seniors.
Every transaction shall follow a standard greeting, confirmation, and closing process.

BACK END (Operational & Control Standards)

📦 7. Inventory & Storage Control
Products shall be properly stored, categorized, and clearly labeled.
FEFO (First-Expire-First-Out) must be strictly implemented.
Critical and fast-moving items shall be monitored daily.

📄 8. Prescription Handling & Confidentiality
Prescription-only medicines shall be dispensed strictly upon presentation of a valid prescription.
All prescriptions must be checked, recorded, and handled with full confidentiality.

🛡️ 9. Regulatory Compliance & Readiness
All required licenses, permits, and pharmacist duty requirements must be complete and current.
The store shall remain inspection-ready at all times.

💰 10. Sales, Cash & System Control
Daily sales shall be recorded accurately.
Cash, digital payments, and inventory movements must be regularly reconciled.
Any discrepancy shall be documented and resolved promptly.

📹 11. Security & Remote Monitoring
The store shall be equipped with CCTV cameras covering the service counter and key areas.
Where possible, cameras should allow real-time remote viewing for security and incident review.

🎓 12. Staff Training & Continuous Improvement
All staff shall receive proper onboarding training before deployment.
Regular retraining shall be conducted to reinforce service standards, compliance, and operational discipline.