门诊药房常见的药患纠纷及预防措施

Preventive Measures for Common Pharmacist-patient Disputes in Outpatient Pharmacy

目的:减少与避免门诊药房的药患纠纷,改善药患关系,提高药房的服务质量。方法:收集中山市人民医院2009年7月—2010年6月门诊药房药患纠纷资料,进行统计分析,寻找纠纷的原因。结果:12个月中共发生药患纠纷89次,纠纷的原因主要是候药时间过长、服务态度欠佳、医生处方不当等。结论:解决和预防药患纠纷的最好方法是改善服务态度,加强沟通,人性化关怀,促使药患之间的相互支持和理解。

OBJECTIVE： To reduce or avoid the incidence of pharmacist-patient disputes in outpatient pharmacy,improve the pharmacist-patient relationship and enhance the quality of pharmaceutical care.METHODS： The data about the pharmacist-patient disputes in outpatient pharmacy of our hospital between July 2009 and June 2010 was collected for statistical analysis about the causes of the disputes.RESULTS： A total of 89 disputes took place during the 12 months,which were mostly caused by long waiting time for drugs,poor service attitude,physicians’improper prescription etc.CONCLUSION： The best solution for the pharmacist-patient disputes in outpatient pharmacy is improving pharmacists’attitude of service,strengthening communication,showing humane care and facilitating mutual support and understanding between pharmacists and patients.