我院门诊药房药患纠纷发生的原因分析及预防措施

Causal Analysis on Disputes between Pharmacists and Patients in Outpatients Pharmacy and Preventive Measures

目的:为减少药患纠纷,改善药患关系提供借鉴。方法:抽取2007年10月-2008年10月在"药患纠纷登记本"登记的药患纠纷共126例,将其归纳、分类,分析发生原因并提出预防措施。结果与结论:药患纠纷的发生与药房及药师因素(服务态度不佳、用药指导不力、调剂差错等)、医师因素(处方不规范、开错处方等)、退药因素、药品价格因素、收费处因素、患者因素等有关。为预防药患纠纷的发生,应严格遵守操作规程,改变服务观念,加强与患者沟通,建立处方质量控制小组监督合理用药,开设药物咨询窗口,建立严格管理制度,同时在诊疗过程中树立"以患者为中心,以提高医疗服务质量为目标"的宗旨提供全方位的药学服务。

OBJECTIVE： To reduce the disputes between pharmacist and patient, and to provide reference for the improvement of relationships between pharmacists and patients. METHODS： 126 cases of disputes between pharmacists and patients in ＂records of disputes between pharmacists and patient＂ were summarized, classified and analyzed, and some preventive measures were presented. RESULTS ＆ CONCLUSIONS： The occurrence of disputes between pharmacist and patient is associated with pharmacy and pharmacist factors （unsatisfactory service attitude, medication guidance and dispensing errors）, physician factors （unstandardized prescription, wrong prescription）, drug repercussion factors, drug price factors, charge factors, patient factors, etc. The disputes are successfully avoided through the implementation of some effective measures such as standardized operation, good service concept, and enhancing communication, establishing quality control group to monitor rational drug use, setting up drug consultation windows, establishing strict management system, etc. In the practice of pharmaceutical services, the key to preventing disputes between doctors or pharmacists and patients are to stick to the principle of ＂patient-oriented, aimed at improving medical service quality＂