探讨药患纠纷产生的原因及对策

Cause and Countermeasures of Disputes between Pharmacists and Patients

目的:减少或防止药患纠纷的发生。方法:对我院常见的药患纠纷产生原因进行分析,并探讨其防范措施。结果与结论:药师药疗差错、服务态度和技巧、处理问题的能力是引起药患纠纷的主要原因,可通过采取制度化管理、规范化操作、人性化关怀等措施,全方位提高药学服务的质量,以杜绝药患纠纷的产生。

OBJECTIVE： To reduce the incidence of the disputes between pharmacists and patients, METHODS：The reasons for the disputes between pharmacists and patients as well as the countermeasures were analyzed, RESULTS ＆ CONCLUSIONS; The disputes between pharmacists and patients were mainly resulted form pharmacists＇ dispensing error, improper service attitude or skills, or lack of the ability in dealing with the problems, The quality of pharmaceutical care can be enhanced and the incidence of disputes can be reduced or evaded through institutionalized management, standardized operation and humane concern showed to patients etc