医院门诊药房药患纠纷原因分析及干预对策  

Analysis and intervention countermeasures of medicine dispute in the outpatient pharmacy of hospital

作　　者：宋晓霞 

机构地区：[1]甘肃省兰州市第一人民医院药剂科,甘肃兰州73o00o

出　　处：《医药前沿》2015年第15期40-42,共3页Journal of Frontiers of Medicine

摘　　要：目的：探究分析医院门诊药房药患纠纷的原因，并提出干预对策。方法：通过搜集我院2014年3月至2015年3月门诊药房药患纠纷的信息反馈，从医院、药师以及患者等多方面分析，探讨发生纠纷的原因及有效干预对策。结果：药患纠纷发生的原因，医师方面：开处方不规范、开错处方；药师方面：调剂差错、服务态度不佳；患者方面：与退药、药品价格等因素有关；医院方面：制度不健全；硬件设备方面：设备陈旧，跟不上工作流程。结论：为有效预防医院门诊药房药患纠纷的发生，医院需要制定针对性的有效措施一步步解决现存的重要问题，从各方面入手加强医院门诊药房的管理流程并优化改造。Objective Probing into the cause of medicine of disputes in hospital outpatient pharmacy, and intervention countermeasures was put forward. Methods By collectin information of medicine disputes in the pharmacy from March 2014 to March 2015, analysis from aspects of hospital, pharmacists and patients, to investigate the causes of dispute, and effective intervention measures. Results Causes of Medicine disputes： The physician： prescription is not standard, the wrong prescription. Pharmacis~ dispensing errors, poor service attitude. Patient refund medidne, drug prices and other factors. Hospital： the system is not sound. System equipment obsolete equipment Conclusions For effectively prevent the happening of the dispute, the hospital need to develop targeted effective measures, step by step to solve the existing major problems, to strengthen the management of hospital outpatient pharmacy processes, and optimize the reform.

关 键 词：医院门诊 药房 药患纠纷 干预 

分 类 号：R197.3[医药卫生—卫生事业管理]