RESUMEN
OBJECTIVE: To reduce the incidence of the disputes between pharmacists and patients. METHODS: The reasons for the disputes between pharmacists and patients as well as the countermeasures were analyzed. RESULTS & CONCLUSIONS: The disputes between pharmacists and patients were mainly resulted form pharmacists' dispensing error, improper service attitude or skills, or lack of the ability in dealing with the problems. The quality of pharmaceutical care can be enhanced and the incidence of disputes can be reduced or evaded through institutionalized management, standardized operation and humane concern showed to patients etc.
RESUMEN
OBJECTIVE:To reduce the disputes between pharmacists and patients and to provide references for the improvement of relationships between pharmacists and patients. METHODS: The characteristics of emergency dispensary work and the reasons that accountable for the disputes between pharmacists and patients in the emergency dispensary were analyzed, and aimed at which, some countermeasures were put forward. RESULTS & CONCLUSION: Pharmacists should change their thoughts and attach importance to the cultivation of their language arts so as to improve their capability of dealing with the disputes between pharmacists and patients.