REMEDIUMREMEDIUM1561-59362658-3534Joint-Stock Company Chicot208310.32687/1561-5936-2026-30-3-350-355Original ArticleAnalysis of factors influencing the emergence of conflicts in pharmaciesSinitsynaAnastasiia A.sinitsyna_a_a@staff.sechenov.ruDenisovaMaria N.denisova@nriph.ruSavinkovaArina N.arina.savinkova@mail.ruMarinchevaOlga V.marincheva-ov@rosunimed.ruErmakovDmitrii A.ermakov_d_a@staff.sechenov.ruSavinovaOlga V.savinova_o_v@staff.sechenov.ruI. M. Sechenov First Moscow State Medical University (Sechenov University), Moscow, Russia, N. A. Semashko National Research Institute of Public Health, Moscow, RussiaN. A. Semashko National Research Institute of Public Health, Moscow, RussiaI. M. Sechenov First Moscow State Medical University (Sechenov University), Moscow, RussiaRussian University оf Medicine, Moscow, Russia2809202630335035529092026Copyright © 2026,2026This article examines factors influencing the emergence of conflicts between pharmacists and patients in pharmacies. The purpose of this study is to identify the most conflict-prone consumer groups and the causes of conflict situations, as well as to identify correlations related to employee length of service, education, and the existence of conflict management policies. This study included an electronic survey of 384 pharmacists using the Yandex Forms service. The study found that the main causes of conflicts are refusal to dispense prescription medications without a prescription (41.76%), cost (13.19%), and unavailability of requested medications at the pharmacy (9.89%). A positive correlation was found between the level of education and length of service of the pharmacist and a decrease in the frequency of conflicts. Customers over 40 are particularly prone to conflict (85.89%). The greatest number of conflicts among pharmacists occurs with women aged 40 to 50 (31.43%). As this group of respondents ages, the number of conflict situations decreases and remains stable (approximately 20%). The number of conflicts with male respondents is proportional to age, reaching the highest level (28.57%) in the oldest age group — those over 70. The study identified the factors that contribute to conflicts in pharmacies, identifying the main causes and determining the relationship with the personal characteristics of the participants.pharmacypharmacistsconflictsprescription drugsаптекафармацевтические работникиконфликтырецептурные лекарственные препараты1.Vorozhtsova E. S., Guryanova M. N., Tarasevich V. N., Novikova N. V. Conflict in pharmaceutical activity. Bulletin of the Smolensk State Medical Academy. 2018;17(3):89—96. (In Russ.)2.Goodyear M. Conflict management in health care teams: a new paradigm — safer care: saving costs. Dalhousie; 2006. 13 p.3.Vorozhtsova E. S., Soloninina A. V. Analysis of the causes of conflicts in pharmacy organizations. Bulletin of the Smolensk State Medical Academy. 2019;18(2):202—208. (In Russ.)4.Shidakova E. E., Pluzhnikova A. O. The influence of conflict situations on the internal environment of the organization. Kant. 2015;(4):66—68. (In Russ.)5.Vorozhtsova E. S., Soloninina A. V. Study of the level of burnout syndrome among pharmaceutical workers as a consequence of conflicts in the workplace. Medical Almanac. 2019;(5–6):104—108. (In Russ.)6.Chupandina E. E., Burkut A. M., Rusanova D. V. Research of professional burnout of pharmacy workers. Bulletin of Voronezh State University. Series: Chemistry. Biology. Pharmacy. 2023;(3):137—143. (In Russ.)7.Raisyan M. G., Bekhorashvili N., Ryazhenov V. V. et al. Health status of pharmacists and provizors: professional risks and current prevention methods. International Research Journal. 2024;(11):79. (In Russ.)8.Shalenkova E. V. Management of professional personnel reproduction for sustainable development of pharmacy enterprises. Economics and Management: Problems, Solutions. 2025;2(11):88—99. (In Russ.)9.Balyakina A. Yu. Conflicts in pharmacy organizations. Bulletin of Medical Internet Conferences. 2016;6(6):1214. (In Russ.)