门诊药房药患纠纷的处置预案与技巧.pdf

门诊药房药患纠纷的处置预案与技巧 ＊ # 谭永红 ，范开华，赵冰晶，金伟华（成都军区总医院药剂科，成都 610083） 中图分类号 R95 文献标志码 A 文章编号 1001-0408（2013）45-4315-03 DOI 10.6039/j.issn. 1001-0408.2013.45.34 摘 要 目的：建立门诊药房药患纠纷处置预案，提高门诊药房对纠纷的应急处理能力。方法：分析药患纠纷产生的原因，根据门 诊药房的工作特点和工作中的处理经验建立具体的药患纠纷处置预案，并总结药患纠纷的处置技巧。结果：药患纠纷的原因包括 药师、患者、医院其他部门等方面因素。处置预案需坚持“大事化小，小事化了”，坚持“无限沟通”原则。处置过程中需掌握倾听、 换位思考、无限沟通等技巧。结论：门诊药房建立药患纠纷处置预案、掌握药患纠纷处置技巧是非常必要的，能及时有效地化解矛 盾、解决纠纷，最大程度地降低药患纠纷造成的影响和损失。 关键词 药患纠纷；原因分析；处置预案；处置技巧 Disposal Plans and Skills of Drug Dispute in Outpatient Pharmacy TAN Yong-hong ，FAN Kai-hua ，ZHAO Bing-jing ，JIN Wei-hua （Dept. of Pharmacy ，General Hospital of Chengdu Military Command ，Chengdu 610083，China ） ABSTRACT OBJECTIVE ：To establish disposal plans for drug disputes and improve emergency response capacity to disputes in outpatient pharmacy. METHODS ：The causes of drugs disputes were analyzed. According to characteristics and treatment experi- ence ，specific disposal plans of drug disputes were estalished and the disposal skills were summarized. RESULTS ：The causes of drug disputes included pharmacists ，patients ，other departments ，etc. Disposal plans needed to adhere to “sweep this under it to nothing”and the principle of unlimited communication. Disposal process required to master listening ，empathy ，unlimited communi- cation skills and so on. CONCLUSIONS ：It ’s necessary to establish disposal plans and master disposal skills of drug disputes in outpatient pharmacy so as to timely and effectively resolve conflicts and dispute ，and minimize its impact and losses. KEY WORDS Drug disputes ；Cause analysis ；Disposal plans ；Disposal skills 门诊药房是医院直接面对患者的对外窗口之一，是门诊 2 纠纷原因[1-3] 医疗服务链的最后环节，各个环节的差错与不良影响最易集 2.1 药师和药品因素[4] 中在这一环节爆发，因此门诊药房也是极易引起患者投诉、引 就纠纷原因，药师方面包括药师服务态度不佳、药师用药 发药患纠纷的部门。为提高门诊药房对程度较重的药患纠纷 指导不力、药师