应用中药引发的药患纠纷及防范措施  

Disputes between Pharmacists and Patients in the Use of Tradition Chinese Medicine and Preventive Measures

作　　者：王冬梅[1] 罗宇[1] 郑清莲[1] 

机构地区：[1]西安交通大学医学院第一附属医院药剂科,西安市710061

出　　处：《中国药房》2007年第15期1193-1194,共2页China Pharmacy

摘　　要：目的:规范药学服务,避免药患纠纷。方法:将我院近年来发生的药患纠纷按类型归纳、分类,分析产生的具体原因,并建立相应的防范措施。结果:引起药患纠纷的因素,主要与药师、医师的工作责任心、综合服务素质及相互之间的沟通有关;通过采取制度化管理、规范化操作、人性化关怀及提高沟通技巧等措施,可避免药患纠纷的发生。结论:中医药工作人员在医疗服务过程中,树立"以患者为中心,以提高医疗服务质量为目标"的宗旨,是防范医患、药患纠纷的关键。OBJECTIVE： To standardize pharmaceutical services so as to avoid disputes between pharmacists and patients. METHODS： The disputes between pharmacists and patients appeared in our hospital in recent years were summarized, classified and analyzed, and aimed at which, some preventive measures were established. RESULTS： The factors accountable for the disputes between pharmacists and patients were the responsibility, comprehensive service quality of pharmacists and clinicians and the communication between each other. The disputes were successfully avoided through the implementation of some effective measures such as systemized management, standardized operation, providing humanistic care and enhancing communication skills etc. CONCLUSION： In the practice of pharmaceutical services, the key to prevent disputes between doctors or pharmacists and patients were to stick to the principle of ＂patient-oriented aimed at improving medical service quality＂.

关 键 词：中药 药患纠纷 防范措施 

分 类 号：R288[医药卫生—中药学] R952[医药卫生—中医学]