摘要
目的:为提高患者满意度及药品包装、规格合理性提供参考。方法:通过收集我院2011年1-6月门诊西药房患者投诉登记本记载的96起投诉案例,按患者年龄段分类投诉患者,同时归纳投诉原因,并分析其与药品包装、规格的关系。结果:儿童患者投诉25起(主要为患儿家长投诉,26.1%)、中青年患者投诉39起(40.6%)、老年患者投诉32起(33.3%)。投诉原因包括发错药、取药等待时间长、发变质药品、服务态度差。其中发错药与药品外包装相似有一定关系;调配拆零药品耗时多可导致取药等待时间长;药品未采用泡罩包装可导致药品易变质。结论:药师应提高综合素质、业务能力及加强工作责任心,为患者提供优质药学服务;建议药品生产企业在药品包装设计、规格、装量方面提高合理性。
OBJECTIVE： To provide reference for improving patient＇s satisfaction degree and the rationality of drug package and specification. METHODS： 96 cases of patients＇ complaints from Jan. to Jun. in 2011 in the outpatient western medicine pharmacy of our hospital were collected and analyzed. Patients were classified according to patient＇ s age and reasons for complaints were summarized, and the relationship of them with drug package and specification was analyzed. RESULTS： There were 25 cases of children patients （mainly parents＇ complaint, 26.1% ）, 39 cases of middle-aged patients （40.6%） and 32 cases of elderly pa- tients （33.3%）. Reasons for complaints were drug dispensing errors, waiting for a long time to getting medicine, delivering metamorphotic drugs and bad service attitude. Drug dispensing errors were associated with similar drug package; drug dispensing and subpackging wasted much time so as to take a long time for getting medicine; metamorphotic drugs may result from absence of bub- ble cap package. CONCLUSIONS： Pharmacists should improve comprehensive quality and professional skill and strengthen sense of responsibility to provide high-quality pharmaceutical care for patients; it is suggested enhancing the rationality of drug package, specification and capacity by pharmaceutical enterprises.
出处
《中国药房》
CAS
CSCD
2012年第5期469-471,共3页
China Pharmacy
关键词
门诊西药房
患者投诉
药品包装
规格
Outpatient western medicine pharmacy
Patients＇ complaints
Drug package
Specification
