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目的:初步建立各级医院药房窗口有效沟通服务的理念并让它溶入到窗口药师的工作方式中。方法:通过药师掌握丰富的药学知识;分析药患纠纷发生的原因;掌握心理学知识,学习临床各类身心疾病的心理表现;塑造药师良好的外表形象,编写窗口药师有效沟通的语言交流模式,可以达到有效沟通的良好效果。结果:良好的有效沟通可以缩短患者取药的等候时间,有利于预防和减少药患纠纷的发生,有效沟通的服务水平的高低在某种程度上反映了药剂科的整体管理水平。结论:在药房窗口开展有效沟通服务的实践是非常重要的。
Objective: To initially establish the concept of effective communication service in pharmacy windows at all levels and to let it dissolve into the working mode of window pharmacists. Methods: To master the rich pharmacological knowledge through the pharmacists; to analyze the causes of drug disputes; to master the psychology knowledge, to learn the psychological manifestations of various clinical and psychosomatic diseases; to create the good appearance of the pharmacists, Can achieve the good effect of effective communication. Results: Good and effective communication can shorten the waiting time for patients to take medicine, help to prevent and reduce the occurrence of drug disputes, and effectively communicate the level of service to some extent reflects the overall management level of Pharmacy. Conclusion: Practicing effective communication services in pharmacy windows is very important.