Causes of Complaint Events in Outpatient Dispensary and Countermeasures
- VernacularTitle:门诊药房投诉事件发生的诱因与防范措施探讨
- Author:
Hong TAO
;
Jinhua HUANG
- Publication Type:Journal Article
- Keywords:
Outpatient dispensary;
Complaint;
Causes;
Countermeasure
- From:
China Pharmacy
2001;0(10):-
- CountryChina
- Language:Chinese
-
Abstract:
OBJECTIVE:To reduce and prevent the incidence of complaint events in outpatient dispensary.METHODS:The causes of patients' complaints were analyzed and the countermeasures were put forward.RESULTS & CONCLUSIONS:The complaint events mainly induced by the absence of rules and regulations for pharmacists,lack of related information and professional knowledge,unsoundness of internal management,patients' enhancement in self-protection consciousness as well medical knowledge.The countermeasures available include the following:strictly following rules and regulations and operating instruction,reinforcing legal consciousness and self-protection consciousness,shifting one's ideas and concepts,strengthen-ing service consciousness etc.
