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药品作为特殊商品,其质量的好坏直接关系到患者的人身安全。卫生部就药事管理专门颁布的《医疗机构药事管理规定》中规定:药品一经发出,除了质量问题外不得退换[1]。随着患者自我保护意识不断增强,药品不良反应、患者依从性差、人为因素等原因导致患者退药现象经常发生,而拒绝退药难免会造成患者不满情绪,激化医患矛盾,导致医患纠纷。医院为做好对患者的优质服务工作,避免医患纠纷的发生及其对医院的负面影响,又不得不退药[2-3]。为了确保药品的质量,减少
Drugs as a special commodity, its quality is directly related to the patient’s personal safety. The Ministry of Health promulgated the “Regulations on the Administration of Pharmaceutical Affairs in Medical Institutions” promulgated by the Ministry of Health, which stipulates that once a drug is issued, it may not be returned except for quality problems [1]. With the patient’s awareness of self-protection increasing, adverse drug reactions, poor patient compliance, human factors and other reasons lead to withdrawal of patients often occur, and refusing to retreat will inevitably lead to dissatisfaction with patients, intensify conflicts between doctors and patients, leading to medical disputes. In order to make good service to patients, the hospital avoids the occurrence of doctor-patient disputes and its negative impact on the hospital, and has to refuse medicine [2-3]. In order to ensure the quality of medicines, reduce