静脉用药调配中心药患纠纷的防范措施和应对策略

Coping strategies and preventive measures for the treatment of drug-patient disputes by pharmacists in pharmacy intravenous admixture service center

目的制定药患纠纷防范措施和应对策略,使药患纠纷得到及时、妥善的解决。方法静脉中心成立由经验丰富的审方药师组成的处理小组,协同医生、护士共同处理,综合分析,讨论总结,持续改进。结果 5例药患纠纷得到有效解决,并制定针对性的防范措施,近两年未再出现药患纠纷。结论审方药师参与处理药患纠纷时利用自身专业知识消除患者疑虑,化解矛盾,制定相应的防范措施并执行,杜绝药患纠纷的发生,为临床安全用药提供保障。

Objective To develop the prevention and control measures of drug-patient disputes,and to handle the disputes in a timely and proper way.Methods In the pharmacy intravenous admixture service center a team was established by a group of experienced prescription check pharmacists,together with the doctors and nurses,made comprehensive analysis,discussion and summary concerning the disputes.Results Five drug-patient disputes were effectively resolved,and targeted preventive measures had been taken.Drug-patient disputes have not occurred in the past two years.Conclusions To participate in the handling of medical disputes,the prescription check pharmacists should take advantage of their professional knowledge to eliminate patients′concerns,resolve conflicts,formulate appropriate preventive measures and implement,and provide a guarantee for clinical safe medication.