By collecting, retrospective analysis, summarizing and classifying on pharmacy patient dispute since healthcare reform, causes in aspects of attitude, quality, medical care process were analyzed. Suggestions on optimizing business process and building pharmacy consultation center to improve pharmacy care quality and reduce pharmacy patient dispute are presented.%通过收集自新的医疗改革实施以来医患办公室记录的药患纠纷实例,逐一进行回顾性地剖析,并将其归纳、分类,分析主要涉及的服务态度、药学服务质量、就医流程等方面的原因,提出医院通过优化流程,如将预配候取等新的服务模式,建立用药咨询中心等多种新举措,对提高药学服务质量,减少药患纠纷,具有很好的促进作用.
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