门诊西药房药患纠纷调查分析

Investigation and analysis of disputes between pharmacists and patients in clinic phar- macy

通过对医院门诊西药房普遍存在的药患纠纷进行总结，分析其发生原因，探讨有针对性的防范措施。门诊西药房药患纠纷的发生有主观和客观方面的诱因。必须加强制度建设、贯彻落实执行到位；提高服务意识和服务质量；加强内部管理，防范药患纠纷，构建和谐的药患关系。

We explored the prevention measures for disputes between pharmacists and patients in clinic pharmacy by summarizing and analyzing the causes of the disputes. There were subjective and objective causes that arouse the disputes in the clinic pharmacy. We must strengthened the establishment of rules and regulations, improve service consciousness and service quality, and enhance internal manage- ment to prevent disputes and construct a harmonious relationship between pharmacists and patients.