摘要
目的减少药患纠纷,改善药患关系,提高药学服务质量。方法对药房窗口近年来发生的药患纠纷案例进行系统分析并归纳,找出药患纠纷发生的根本原因,对药房窗口进行1年的细节管理实践。结果细节管理包括服务细节、调配细节、沟通细节、沟通细节,是减少或避免药患纠纷不可忽视的重要因素。结论药患纠纷明显得到遏制,细节管理值得推广。
Objective To reduce the disputes between pharmacists and patients,to improve the relationship between pharmacists and pa-tients and to improve the quality of pharmaceutical care. Methods The cases of disputes between pharmacists and patients occurred in the pharmacy window of our hospital over the years were performed the systematic analysis and induction for finding out the root causes of the dispute occurrence,the pharmacy window was practiced 1-year of detail management. Results The detail management contained service deaails,allocation details,communication details,which is an unnegligible important factor to reduce or avoid the dis-putes between pharmacists and patients. Conclusion The disputes between pharmacists and patients are significantly contained,which is worthy of being promoted.
出处
《中国药业》
CAS
2014年第22期67-68,共2页
China Pharmaceuticals
关键词
细节管理
药患纠纷
药房窗口
detail management
dispute
pharmacy window
