强化药事管理在减少门诊药房药患纠纷中的作用分析  

Analysis of the Role of Strengthening Pharmaceutical Management in Reducing Drug-patient Disputes in Outpatient Pharmacies

作　　者：阮洪波[1] RUAN Hong-bo(Department of Western Medicine,Jilin Central Hospital,Jilin,Jilin Province,132000 China)

机构地区：[1]吉林市中心医院西药科,吉林省吉林市132000

出　　处：《中国卫生产业》2020年第32期47-49,共3页China Health Industry

摘　　要：目的分析强化药事管理在减少门诊药房药患纠纷中的作用。方法以2018年1—6月间在该院门诊药房工作的60名药师为对照组,在此期间仅采取常规管理措施;之后进行强化药事管理,以2019年1—6月间在门诊药房工作的60名药师为观察组。分别记录两组药师服务的240例患者的药患纠纷发生情况,并对患者进行药事服务满意度问卷调查。结果观察组药患纠纷总发生率明显低于对照组,其中药师失误、用药不合格、退药的发生率均明显低于对照组,差异有统计学意义(P<0.05)。观察组门诊药房服务评价的总满意度明显高于对照组,其中满意、基本满意的比例明显高于对照组,不满意比例明显低于对照组,差异有统计学意义(P<0.001)。观察组药师服务效率、用药交代、用药咨询、精神面貌、总体服务质量评分均明显高于对照组,差异有统计学意义(P<0.05)。结论强化药事管理能够有效降低门诊药房的药患纠纷,提升患者满意度。Objective To analyze the role of strengthening pharmaceutical management in reducing drug-patient disputes in outpatient pharmacies.Methods 60 pharmacists who worked in the outpatient pharmacy of the hospital from January to June 2018 were used as the control group.During this period,only routine management measures were taken;after that,intensive pharmaceutical management was carried out.60 pharmacists working in the outpatient pharmacy are the observation group.The occurrence of drug-patient disputes of 240 patients served by two groups of pharmacists were recorded respectively,and a questionnaire survey of patients'satisfaction with drug services was conducted.Results The total incidence of drug-patient disputes in the observation group was significantly lower than that of the control group.The incidences of pharmacist errors,unqualified medication,and withdrawal were significantly lower than those of the control group,and the differences were statistically significant(P<0.05).The total satisfaction of the observation group's outpatient pharmacy service evaluation was significantly higher than that of the control group.The proportion of satisfaction and basic satisfaction was significantly higher than that of the control group,and the proportion of dissatisfaction was significantly lower than that of the control group.The difference was statistically significant(P<0.001).The service efficiency,medication explanation,medication consultation,mental outlook,and overall service quality scores of the observation group were significantly higher than those of the control group,and the difference was statistically significant(P<0.05).Conclusion Strengthening pharmaceutical management can effectively reduce drug-patient disputes in outpatient pharmacies and improve patient satisfaction.

关 键 词：药事管理 门诊药房 药患纠纷 

分 类 号：R954[医药卫生—药学]