门诊药房药患纠纷分析及防范措施  

Analysis and preventive measures of dispute between outpatient pharmacy and patients

作　　者：相秀英[1] 董杰[1] 

机构地区：[1]北京市大兴区人民医院药剂科,北京102600

出　　处：《中国医药导报》2013年第13期105-107,共3页China Medical Herald

摘　　要：目的探讨减少门诊药房药患纠纷及改善药患关系的措施。方法将北京市大兴区人民医院2011年1～12月门诊药房发生的药患纠纷进行统计、分析。结果2011年全年共发生药患纠纷122起，发生药患纠纷的原因与药师及药品因素（55．74％）、医师因素（21．31％）、患者自身及医院管理因素（22．95％）有关。结论药师应转变思想，树立以患者为中心的服务理念，提高自身知识水平，重视语言艺术培养，提高处理药患纠纷的能力。Objective To discuss the measures of decreasing the dispute between outpatient pharmacy and patients, improving the relationship of outpatient pharmacy and patients. Methods The disputes between outpatient pharmacy and patients in People＇s Hospital of Daxing District in Beijing City from January to December 2011 were analyzed statistically. Results 122 cases disputes between outpatient pharmacy and patients had occurred in the year 2011. Factors of pharmaceutist and drugs （55.74%）, doctors （21.32%）, patients themselves and hospital management （22.95%） were related to the disputes. Conclusion The pharmacists should change the ideology, build up the patient- centered idea, improve the level of knowledge, pay attention to artistic culture, enhance the ability of handle the dispute between outpatient nharmacv and patients.

关 键 词：门诊药房 药患纠纷 防范措施 

分 类 号：R952[医药卫生—药学]