摘要
目的:调查浦东新区人民医院药房纠纷的情况并提出相应措施.方法:分析2000～2004年我院药房纠纷和差错发生的原因.结果:药房纠纷的发生主要有药房差错、服务态度、药品质量以及其他情况等,而药房差错是主要原因,占总数的38.5%.结论:药师只要设身处地为病人着想,真诚地替他们解决问题,做好解释工作,树立'病人至上'的服务理念,必将使药房纠纷减少.
Objective： To investigate the situation of the pharmacy dispute between patients and the pharmacy staff and advise the countermeasures. Methods： The causes and solutions of pharmacy dispute were analyzed via drawing comparison of the relevant incidents in the period of 2000 2004. Results： Through a serial investigation and scientific analysis, the main causes of pharmacy dispute were pharmacy error, drug quality, irresponsible attitude and some others. The pharmacy error was the main cause by 38.5%. Conclusion： Generally the above incidents can be resolved by the following basic principles as sincere and responsible attitude, fully convincing explanation and proper in time solutions. Additionally the holding of the crude “all for patients” also helps decrease the occurrence of pharmacy dispute.
出处
《药学服务与研究》
CAS
CSCD
2005年第3期303-305,共3页
Pharmaceutical Care and Research
关键词
医院药房
纠纷
原因
hospital pharmacy
pharmacy dispute
reason
