门诊药房年度药患纠纷情况调查与分析  

Investigation and Analysis on Outpatient Pharmacy Dispute

作　　者：李惠茹[1] 林娜[1] 张雷[1] 

机构地区：[1]首都医科大学附属北京儿童医院药剂科,北京100045

出　　处：《解放军医院管理杂志》2011年第6期540-541,共2页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的调查药患纠纷的情况,为改善药患关系提供借鉴。方法调查了医院门诊药房2009年37例药患纠纷,并对各种原因发生的纠纷进行统计和分析。结果引发纠纷的第一原因是医师因素和退药因素,其次是药师调配差错和患者因素。结论药师应坚持"以患者为中心"的原则,遵守各项规章制度,规范调剂工作流程,可有效地减少和防止药患纠纷。Objective To investigate the outpatient pharmacy dispute,to improve hospital patient relation.Methods In this study,37 cases of dispute were reviewed for statistical analysis of dispute causation.Results Of all the dispute reasons,doctor and drug withdrawal were the most common,followed by drug dispensing and patients.Conclusions Pharmacists should adhere to the ＇patient-centered＇ principle,abide by the rules and regulations,dispense in strict accordance with the workflow.

关 键 词：门诊药房 药患纠纷 原因 措施 

分 类 号：R197.32[医药卫生—卫生事业管理]