门诊药房药患纠纷的处置预案与技巧

Disposal Plans and Skills of Drug Dispute in Outpatient Pharmacy

目的:建立门诊药房药患纠纷处置预案,提高门诊药房对纠纷的应急处理能力。方法:分析药患纠纷产生的原因,根据门诊药房的工作特点和工作中的处理经验建立具体的药患纠纷处置预案,并总结药患纠纷的处置技巧。结果:药患纠纷的原因包括药师、患者、医院其他部门等方面因素。处置预案需坚持"大事化小,小事化了",坚持"无限沟通"原则。处置过程中需掌握倾听、换位思考、无限沟通等技巧。结论:门诊药房建立药患纠纷处置预案、掌握药患纠纷处置技巧是非常必要的,能及时有效地化解矛盾、解决纠纷,最大程度地降低药患纠纷造成的影响和损失。

OBJECTIVE： To establish disposal plans for drug disputes and improve emergency response capacity to disputes in outpatient pharmacy. METHODS： The causes of drugs disputes were analyzed. According to characteristics and treatment experi- ence, specific disposal plans of drug disputes were estaJished and the disposal skills were summarized. RESULTS： The causes of drug disputes included pharmacists, patients, other departments, etc. Disposal plans needed to adhere to ＂sweep this under it to nothing＂ and the principle of unlimited communication. Disposal process required to master listening, empathy, unlimited communi- cation skills and so on. CONCLUSIONS ： It＇ s necessary to establish disposal plans and master disposal skills of drug disputes in outpatient pharmacy so as to timely and effectively resolve conflicts and dispute, and minimize its impact and losses.