应用中药引发的药患纠纷及防范措施

目的:规范药学服务,避免药患纠纷。方法:将我院近年来发生的药患纠纷按类型归纳、分类,分析产生的具体原因,并建立相应的防范措施。结果:引起药患纠纷的因素,主要与药师、医师的工作责任心、综合服务素质及相互之间的沟通有关;通过采取制度化管理、规范化操作、人性化关怀及提高沟通技巧等措施,可避免药患纠纷的发生。结论:中医药工作人员在医疗服务过程中,树立"以患者为中心,以提高医疗服务质量为目标"的宗旨,是防范医患、药患纠纷的关键。

Disputes between Pharmacists and Patients in the Use of Tradition Chinese Medicine and Preventive Measures

OBJECTIVE:To standardize pharmaceutical services so as to avoid disputes between pharmacists and patients.METHODS: The disputes between pharmacists and patients appeared in our hospital in recent years were summarized ,clas-sified and analyzed ,and ai med at which,some preventive measures were established.RESULTS: The factors accountable forthe disputes between pharmacists and patients were the responsibility ,comprehensive service quality of pharmacists and clini-cians and the communication between each other.The disputes were successfully avoided through the implementation of someeffective measures such as systemized management ,standardized operation ,providing humanistic care and enhancing commu-nication skills etc.CONCLUSION:In the practice of pharmaceutical services ,the key to prevent disputes between doctors orpharmacists and patients were to stick to the principle of"patient-oriented ai med at improving medical service quality".