| 门诊药房患者投诉原因分析与管理 |
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| 引用本文： | 黄春兰,张国兵,张幸国. 门诊药房患者投诉原因分析与管理[J]. 药品评价, 2011, 8(2): 37-40 |
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| 作者姓名： | 黄春兰 张国兵 张幸国 |
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| 作者单位： | 浙江大学医学院附属第一医院药剂科,浙江,杭州,310003 |
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| 摘 要： | 目的:为减少门诊药房患者投诉,改善药患关系提供借鉴.方法:分析门诊药房患者投诉的常见原因,提出相关的解决措施.结果与结论:充分利用患者投诉信息,持续改进医院药学服务质量,从而使患者投诉最小化.
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| 关 键 词： | 门诊药房 患者投诉 药学服务 品管圈 高危药物 |
Causal Analysis on Complaints of Patients in Outpatient Pharmacy and the Management |
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| HUANG Chun-lan,ZHANG Guo-bing,ZHANG Xing-guo. Causal Analysis on Complaints of Patients in Outpatient Pharmacy and the Management[J]. Drug Evaluation, 2011, 8(2): 37-40 |
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| Authors: | HUANG Chun-lan ZHANG Guo-bing ZHANG Xing-guo |
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| Affiliation: | (The First Affiliated Hospital, College of Medicine, Zhejiang University, Hangzhou Zhejiang 310003) |
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| Abstract: | Objective： To reduce the complaints of patients in outpatient pharmacy, and to provide references for the improvement of relationships between pharmacists and patients. Methods： We analyzed the reasons about the complaints from patients in outpatient pharmacy to come up with some countermeasures. Results and Conclusions： The patients＇ complaints can be minimized by fully taking advantage of the patients＇ complaints and enhancing the quality of pharmaceutical care. |
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| Keywords: | Outpatient pharmacy Complaints of patients Pharmaceutical care Quality Circle High-alertmedication |
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