摘要
目的:分析门诊病人用药投诉,明确存在的问题,确定导致这些问题的原因,并提出相关的解决措施。结果:患者投诉对象主要是医生、药学人员和收费人员,其中对医生的投诉最多,药学人员次之。对医生的投诉包括5方面,以处方问题最为突出,占60%以上;对处方问题的投诉包括11个方面,其中27%以上的投诉为医生写错药名、剂量或用法;对药学人员的投诉包括15个方面,发错药品的占25%;对收费人员的投诉包括6个方面,以收费错误为最高,占37%。结论:我们需要继续鼓励和加强患者投诉的收集工作,有针对性地制定有效措施逐步解决现存的主要问题,同时加强信息系统在门诊的应用,并适时实施药物条形码技术。
Object： To analyze complaint of medicine for outpatient services and understand current problems and their reasons, then make suggestion. Result： The first number of complaint is for doctors and then for apothcaries. There are 1.1 kinds of complaint on doctors. 25% of them are wrong name of medicine, wrong dose and wrong administration of medicine. There are 15 kinds of complaint on apothecaries. 25% are wrong delivery. There are 6 kinds of complaint on cashers and 37% of them are wrong cashing. Conclusion： We should encourage patient＇s complaints and improve management of complaints. And we should deal with complaint effetely step by step. At the same time, we should enhance capability of information department with digital technique of medicine timely.
出处
《中国医院》
2005年第10期41-44,共4页
Chinese Hospitals
