用药错误药患沟通策略与模式探讨  

Discussion on Communication Strategies and Modes between Pharmacists and Patients for Medication Errors

作　　者：李友佳[1] 张丽娜[1] 谢姣[1] 张抗怀[1] LI You-jia;ZHANG Li-na;XIE Jiao;ZHANG Kang-huai(Department of Pharmacy,The Second Affiliated Hospital of Xi′an Jiaotong University,Xi′an 710004,China)

机构地区：[1]西安交通大学第二附属医院药学部,陕西西安710004

出　　处：《海峡药学》2024年第12期73-76,共4页Strait Pharmaceutical Journal

基　　金：陕西省自然科学基础研究计划项目(2023-JC-QN-0805)。

摘　　要：目的探讨用药错误的沟通策略和沟通模式,为促进用药错误沟通环节的合理处置提供参考。方法通过文献分析,总结患者、药师面对用药错误时的反应及认知;借鉴临床及护理等其他专业的医患沟通经验,介绍用药错误沟通原则、SPIKES模式和ABCDE模式,总结用药错误沟通要素;举例说明药患沟通流程和要点。结果药师等专业人员应正确认识和对待用药错误,严格遵守知情权、自主权、不伤害原则、公正及真实的用药错误沟通原则,依照用药错误药患沟通要点及流程,合理处置用药错误事件;用药错误沟通主要包含解释说明关于差错的事实、诚实、移情、预防未来发生类似差错及一般的沟通技巧等五个要素。结论良好的药患沟通对于改善药患关系、减少药患纠纷具有重要意义。OBJECTIVE To explore the communication strategy and communication mode of medication errors,and provide reference for promoting the rational handling of medication errors.METHODS Summarize the reactions and perceptions of patients and pharmacists when facing medication errors through literature analysis;Drawing on the experience of doctor-patient communication in clinical and nursing fields,introduce the principles of medication error communication,SPIKES model,and ABCDE model,and summarize the elements of medication error communication;Provide examples to illustrate the communication process and key points between medication and patients.RESULTS Pharmacists and other professionals should correctly understand and treat medication errors,strictly abide by the right to know,autonomy,the principle of no harm,the principles of fair,truthful communication of medication errors.Meanwhile,they should rationally handle medication error incidents in accordance with the essential and procedures of physician-patient communication in medication errors.SPIKES and ABCDE modes are the two more commonly used and widely recognized communication modes.Medication error communication included five elements:explaining the facts about the error,honesty,empathy,preventing similar errors in the future,and general communication skills.CONCLUSION Favourable pharmacist-patient communication is of great significance for improving pharmacist-patient relationship and reducing pharmacist-patient disputes.

关 键 词：用药错误 沟通策略 沟通模式 沟通要素 沟通流程 

分 类 号：R969.4[医药卫生—药理学]