摘要
Abstract
OBJECTIVE: To reduce the disputes between pharmacist and patient, and to provide reference for the improvement of relationships between pharmacists and patients. METHODS: 126 cases of disputes between pharmacists and patients in "records of disputes between pharmacists and patient" were summarized, classified and analyzed, and some preventive measures were presented. RESULTS & CONCLUSIONS: The occurrence of disputes between pharmacist and patient is associated with pharmacy and pharmacist factors (unsatisfactory service attitude, medication guidance and dispensing errors), physician factors (unstandardized prescription, wrong prescription), drug repercussion factors, drug price factors, charge factors, patient factors, etc. The disputes are successfully avoided through the implementation of some effective measures such as standardized operation, good service concept, and enhancing communication, establishing quality control group to monitor rational drug use, setting up drug consultation windows, establishing strict management system, etc. In the practice of pharmaceutical services, the key to preventing disputes between doctors or pharmacists and patients are to stick to the principle of "patient-oriented, aimed at improving medical service quality"-关键词
门诊药房/药患纠纷/原因/分析/预防Key words
Outpatient pharmacy/ Disputes between pharmacists and patients/ Cause/ Analysis/ Prevention分类
医药卫生
