摘要
目的分析我院门诊药房投诉产生的成因,为改善我院药患关系、提高窗口服务水平寻找解决对策。方法根据我院门诊药房的工作情况和对患者抽样调查的信息反馈,从医院层面、药师层面以及患者层面分析,探讨投诉产生原因及解决方法。结果门诊药房工作人员药学服务不到位,业务水平不够熟练,患者对门诊药房缺乏了解,取药等候时间过长,药房人员与患者之间沟通交流不够,导致患者投诉的产生。结论门诊药房工作人员应提高自身素质,改变服务理念,改进业务水平,加强与患者间的交流,是和谐药患关系的关键。
Objective Analyze the common causes of pharmacist-patient disputes to enhance the quality of pharmaceutical care and reduce the pharmacist-patient disputes.Methods According to the sample survey of patient and discuss the possible reasons of pharmacist-patient disputes,the pertinent resolving measures were proposed.Results The pharmacist-patient disputes would be caused by various reasons such as 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.
出处
《临床合理用药杂志》
2012年第12期156-157,共2页
Chinese Journal of Clinical Rational Drug Use
关键词
门诊药房
投诉
措施
Outpatient pharmacy
Complaint
Countermeasures
