Procedure established for conducting “mystery shopper” inspections in pharmacies

Uzbekistan has introduced a new procedure for carrying out “mystery shopper” inspections in pharmacies. The regulation, titled “On the Procedure for Conducting ‘Mystery Shopper’ Activities in the Control of Prescribing, Selling Medicines and Medical Products, and Providing Medical Services,” was approved on October 22 of this year.

The regulation aims to protect consumer rights and establishes how “mystery shopper” inspections will be conducted to ensure compliance with rules for the retail sale of medicines and medical products, as well as the provision of medical services such as diagnostics, treatment, and prescriptions.

The main objectives of the “mystery shopper” initiative include:

•  Monitoring compliance with established procedures in medical institutions, regardless of ownership form, and preventing violations of existing regulations.
•  Protecting the rights of consumers within the general public and identifying systemic issues in the field.
•  Developing proposals to improve current regulations based on the findings of the inspections.

A “mystery shopper” inspection is launched through an official order issued by the authorized body.

During such an inspection, the “mystery shopper” visits a pharmacy as a regular customer to purchase medicines or medical products. Their task is to approach the pharmacy staff, inquire about the availability of certain drugs or medical items, and observe the pharmacy’s operations before any service is provided.

The inspection is considered valid only if it is conducted using hidden audio or video recording equipment.

Earlier, the Committee on Religious Affairs announced that similar “mystery shopper” inspections would be carried out to monitor the process of sending pilgrims to Umrah.