摘要
目的有效降低药患纠纷发生率,提高窗口服务质量。方法分析门诊患者发生纠纷的问题及产生问题的原因,探讨如何提升门诊药房窗口服务质量。结果与结论门诊药房药患纠纷与社会因素、医学教育不完善及药师自身因素等有关,要提供优质窗口服务,必须遵循药学转变模式,灵活巧妙运用同理心,注重语言沟通技巧,加强药品调配安全意识和作好安全、合理用药宣传。药房窗口的服务质量好坏取决于药师、患者及其家属等多方之间的协调,只有对其特别重视,才能实现和谐的医患关系。
Objective To effectively reduce the incidence of disputes and improve the quality of service window. Methods The causes of problems and disputes occurred in outpatients were analyzed and the ways to improve the quality of service window were discussed. Results and Conclusion The drug- related disputes in outpatient pharmacy were related to social factor,imperfect medical education factor and pharmacist factor. To provide high quality window service,we must follow the transformation of pharmacy mode,adopt flexible and clever use of empathy,pay attention to language communication skills,improve safety awareness and the publicity of rational drug use. The quality of pharmacy window service depends on the coordination among pharmacists,patients and their families,and only with special attention can we achieve a harmonious relationship between doctors and patients.
出处
《中国药业》
CAS
2016年第20期89-91,共3页
China Pharmaceuticals
关键词
门诊药房
窗口服务
质量
outpatient pharmacy
window service
quality
