医院门诊药房药患纠纷分析及应对措施

摘要

Objective To analyze the causes of pharmacist-patient disputes in the hospital outpatient pharmacy,identity existing problems,analyze causes of the problems and propose countermeasures. Methods Based on the feedback information collected from the hospital outpatient pharmacy,the causes and solutions were explored from the hospital level, the pharmacist level and the patient level. Results The occurrence of pharmacist-patient disputes was related to the physicians (non-standardized and wrong prescription),pharmacists (poor service attitude, prescription mistakes,etc.),patients, drug withdrawal, drug price and other factors. Conclusion In order to prevent the occurrence of pharmacist-patient disputes, specific and effective measures should be developed to solve the main existing problems gradually,the process optimization and reconstruction of the outpatient pharmacy should be strengthened, and the barcode scanning medicine distribution system should be implemented timely.%目的分析医院门诊药房药患纠纷产生的原因，明确存在的问题，分析导致这些问题的原因，并提出应对措施。方法根据我院门诊药房收集的信息反馈，从医院层面、药师层面以及患者层面分析，探讨产生原因及解决方法。结果药患纠纷的发生与医师因素（处方不规范、开错处方）、药师因素（服务态度不佳、调剂差错等）、患者因素、退药因素、药品价格因素等有关。结论为预防药患纠纷的发生，需要有针对性地制定有效措施逐步解决现存的主要问题，加强门诊药房的流程优化再造，并适时实施条形码扫描发药系统。