2010年至2011年我院门诊药患纠纷的调查分析

Survey and Analysis of Drug-Patient Disputes in Hospital Outpatient Pharmacy druing 2010-2011

目的减少门诊药房药患纠纷,提高药学服务质量及药师处理药患纠纷的能力。方法收集近两年医院药学科登记的全部纠纷事件,对门诊药房工作性质及引起药患纠纷的原因进行分析,提出针对性的解决方法。结果与结论药患纠纷可由多种原因引起,但通过建立严格管理制度和操作规程,不断提高医师和门诊药师专业水平,改善服务态度,可防范和减少药患纠纷。

Objective To reduce the drug- patient disputes for increasing the quality of pharmaceutical service and the pharmacist＇ s a- bility to handle the drug- patient disputes. Methods The whole drug- patients disputes registered in the pharmacy department in the recent 2 years were collected and analyzed on the work nature of the outpatient pharmacy and the causes leading to the drug- patients disputes. The pertinent resolve methods were provided. Results and Conclusion The drug- patient disputes are caused by various fac- tors. But establishing strict management system and the operating specification,continuously increasing the pharmacist＇ s professional level and improving the service attitude can prevent and reduce the drug- patient disputes.