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目的:通过对药剂科药房实施风险管理,来探讨如何减少药剂科医疗纠纷及相关差错的发生,最终提高患者及其家属的满意度。方法:对药剂科实施风险管理前后,患者家属对药剂科服务的满意度、患者及其家属与药剂科的纠纷数、药品的数量差错数、品种差错数、规格差错数、医嘱差错数及总差错数等进行统计和比较。结果:药剂科实施风险管理后,患者家属满意度得分及患者家属与药剂科的纠纷数和实施风险管理前相比均存在着显著差异,且差异存在着统计学意义(P<0.05);药剂科实施风险管理后,药品的数量差错数、品种差错数、规格差错数、医嘱差错数及总差错数和实施风险管理前相比存在着显著差异,且差异存在着统计学意义(P<0.05)。结论:基层医院药剂科通过实施风险管理,显著提高了患者家属对药房相关工作的满意度,显著降低了医疗纠纷及工作差错的发生。
OBJECTIVE: To explore how to reduce the incidence of medical disputes and related errors in pharmacy through the implementation of risk management of pharmacy pharmacies to improve the satisfaction of patients and their families. Methods: Before and after the implementation of risk management in the pharmacy department, the family members’ satisfaction with the pharmacy services, the number of disputes between the patients and their families and the pharmacy department, the number of drug errors, the number of varieties, the number of specifications, the number of doctor’s orders and the total The number of errors and other statistics and comparison. Results: After the implementation of risk management in pharmacy department, there were significant differences in satisfaction scores of family members and disputes between family members and pharmacy departments before implementation of risk management, and the difference was statistically significant (P <0.05). Pharmacy After the implementation of risk management, there were significant differences in the number of drugs, the number of varieties, the number of specifications, the number of errors in medical orders and the total number of errors before implementing risk management, and the differences were statistically significant (P <0.05 ). Conclusion: The pharmacy department of grass-roots hospital can significantly improve the satisfaction of family members to pharmacy-related work through the implementation of risk management, and significantly reduce the incidence of medical disputes and work errors.