探讨加强西药药房管理以及减少药患纠纷的策略

Exploration of Strategies of Strengthening the Management of Western Medicine Pharmacy and Reducing the Dispute

目的：探讨西药药房发生药品差错的原因,以提出加强西药药房管理及减少药患纠纷的策略.方法：选取2014年1月-2015年2月某院门诊西药房12间发药窗口为观察对象.单号窗口为观察组,对药品差错的原因分析,制定相应对策;双号窗口作为对照组,常规处理.对西药房采取对策后发生药品差错、纠纷事件及患者满意度对比.结果：采取措施前,两组药品差错事件及患者满意度无显著差异;采取措施后,观察组药品差错事件发生率较对照组显著降低、患者满意度显著提高、药品差错事件的发生率均显著低于对照组、医患纠纷事件发生情况显著降低.结论：西药房发生药品差错原因较多,药学人员应增强工作责任心,以减少药患纠纷的发生.

Objective:To discuss the reasons for the occurrence of drug errors in western medicine phar-macy,in order to strengthen the management of the western medicine pharmacy and to reduce the risk of drug disputes.Methods:Select 12 drug delivery windows in a hospital from January 2014 to February 2015 as observing obj ects.Take odd number windows as the observation group,analyze the reason for the drug er-rors and formulate the corresponding countermeasure;even number windows as the control group and gave routine treatment.Compare drug errors,disputes and patients'satisfaction after taking countermeasures in both the groups.Results:Before taking measures,drug error incident rate and the degree of satisfaction of pa-tients in the two groups had no significant difference;after taking measures,drug error incident rate in the observation group was significantly lower than that in the control group,patients satisfaction improved sig-nificantly,doctor-patient dispute occurrence decreased significantly.Conclusion:There are many reasons for the occurrence of drug errors in the western medicine room,pharmaceutical personnel should strengthen their work responsibility to reduce the occurrence of medical disputes.