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目的分析门诊药房药学服务过程中出现病人不满意及投诉现象原因,减少药患纠纷,提高门诊药房窗口的药学服务水平。方法回顾性分析2015年1月至2015年12月我院(北海市卫生学校附属医院)200例门诊病人药房窗口的药学服务不满意及投诉产生的原因,采取相应措施,建立规范的药学服务操作规程与行之有效的监督管理机制,提高药学水平。结果门诊病人不满意及投诉原因主要有四大类型:来自药师的原因80例,占40%,来自患者及家属方面的原因50例,占25%,来自医师方面的原因30例,占15%,医院方面的原因20例,占10%,结论病人不满意及投诉现象原因的分析,采取措施和建立规范的药学服务操作规程,进行有效的管理制度和人员素质的培养,提高药学水平,最大限度减少医患纠纷发生。
Objective To analyze the causes of patient dissatisfaction and complaints during the pharmacy service of outpatient pharmacy, reduce the disputes of drug disputes and improve the pharmacy service level in outpatient pharmacy windows. Methods Retrospective analysis was made on the dissatisfaction of pharmacy services and the reasons for the complaints in 200 outpatients’ pharmacy windows in our hospital (Beihai Health School Affiliated Hospital) from January 2015 to December 2015 and corresponding measures were taken to establish a standardized pharmacy service operation Procedures and effective monitoring and management mechanism to improve the level of pharmacy. Results Outpatients were dissatisfied and the reasons for the complaints were mainly four types: 80 cases from pharmacists, accounting for 40%, 50 cases from patients and their relatives (25%), 30 cases from doctors (15%), , 20 cases of hospital reasons, accounting for 10%, the conclusions of the patient’s dissatisfaction and the reasons for the complaint analysis, to take measures and establish a standardized pharmacy service procedures, effective management system and personnel quality training to improve the level of pharmacy, the largest Limit the doctor-patient dispute to a lesser extent.