医院门诊药房药患纠纷调查与分析

Survey of Drug-patient Disputes in Hospital Outpatient Pharmacy

目的探讨药患纠纷的常见原因及预防和减少药患纠纷的对策。方法收集2009年我院药学部差错事故登记本中登记的全部纠纷事件,从药师因素、药品因素、医生因素、患者因素和收费因素等5个方面进行分析,探讨药患纠纷产生的原因以及解决的方法。结果 54起纠纷中有4起给予不同的经济赔偿,50起经合理解释予以解决。结论落实各项规章制度、加强职业道德教育、不断提高药师水平和改善服务态度是防范和减少药患纠纷的根本措施。

Objective Discuss the common causes of drug-patient disputes and how to prevent and reduce the drug-patient disputes. Methods Review and Analyze the whole 54 drug-patients disputes in outpatient pharmacy of department of pharmaceutical in Jan 2009 - Dec 2009. Results 4 disputes received different financial compensation and 50 disputes were solved through the negotiated settlement, in the all 54 disputes. Conclusion Effectively implement the rules and regulations, strengthen vocational and moral education, and continuously improve the pharmacist quality and services are the essentials for preventing and reducing medical disputes.