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目的 :分析探讨门诊药房窗口药患纠纷的原因及预防措施。方法 :选取自2013年12月到2014年11月在我院门诊药房发生的147例药患纠纷为研究分析对象,对出现的纠纷进行原因分析,并制定落实相应的预防措施,通过落实对评价指标内容进行统计分析。结果 :通过落实预防措施后药患纠纷情况得到迅速改善,同期相比下降55.78%;患者的服务满意率得到提升,满意率达到94.62%。结论 :通过分析查询药患纠纷原因并采取相应的预防措施可以有效降低药患纠纷,提升患者的服务满意度,改善医患关系,具有较好的应用价值,值得推广应用。
Objective: To analyze and discuss the causes and preventive measures of drug dispute in outpatient pharmacy window. Methods: 147 cases of drug disputes between outpatients and pharmacies in our hospital from December 2013 to November 2014 were selected as research objects, the causes of the disputes were analyzed, and the corresponding preventive measures were formulated and implemented. Evaluation of the contents of the statistical analysis. Results: After the implementation of precautionary measures, the situation of drug disputes was rapidly improved, with a decrease of 55.78% as compared with the same period of last year. The patient satisfaction rate of service was improved with a satisfaction rate of 94.62%. Conclusion: It is worthy to popularize the application by analyzing and analyzing the causes of drug disputes and taking appropriate precautionary measures to reduce drug disputes, improve patient satisfaction and improve doctor - patient relationship.