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目的:促进门诊药房药患沟通,减少药患纠纷,改善药患关系,充分发挥药师在药物治疗中的作用。方法:结合患者反馈的信息,分析障碍药患沟通的因素及难点。结果:药患有效沟通需注重沟通技巧,对患者予以理解、关爱、友好等情感的投入,以及与信任关系的建立,才能实现良好的药患沟通。结论:构建药师与患者的有效沟通服务理念,恰当地运用有效沟通的技巧,提高自身素质加强与各科室及患者的沟通,避免药患纠纷。
OBJECTIVE: To promote communication between drug outpatients and drug users, reduce drug disputes, improve the relationship between drug users and patients, and give full play to pharmacists’ role in drug treatment. Methods: According to the information feedbacked by patients, analyze the factors and difficulties in the communication of the disorder patients. Results: Effective communication should pay attention to communication skills, to understand the patient, love, friendship and other emotional input, and the establishment of trust relations in order to achieve good drug communication. Conclusion: To construct an effective communication service concept between pharmacists and patients, to properly use effective communication skills and to improve their own quality, to enhance communication with various departments and patients and to avoid drug disputes.