基层药房药患纠纷的原因及防范措施

The Causes and Preventive Measures of Pharmacy Dispute in Grassroots Pharmacy

目的探讨医院药学人员如何有效地防范药患纠纷的方法和措施。方法对患者投诉的原因进行分析。结果药学人员通过采取一定的措施,如:健全工作制度,强化服务流程、热情服务患者,提高窗口服务质量、提高药师的自身素质和业务水平、开设药物咨询窗口,加强对患者的用药指导等,对防范药患纠纷起到了积极的作用。结论牢固树立我院"有需要,我帮你"的服务理念,实行人性化服务,营造和谐的环境,就可以有效地减少药患纠纷的发生,提高了窗口的服务质量,提升了医院的竞争力。

Objective To discuss the methods and measures of hospital pharmacy staff how to effectively prevent pharmacy dispute.Methods To analyze the reasons for the patient complaints.Results Taking some measures by pharmacy staff such as：improving the working system,strengthening the service flow,warmly serving the patients,increasing window service quality,improving the pharmacists＇ quality and service level,setting up drug information window,strengthening the patient＇s medication guide and so on,played a positive role in the prevention of pharmacy dispute.Conclusions Firmly establishing the service concept of ＂necessary reliably,I help you＂,implementing the human services,building the harmonious environment can effectively reduce the occurrence of pharmacy dispute,which improve the window service quality,enhance the competitiveness of the hospital.