【摘要】 目的 医疗服务投诉是医患关系不和谐的具体表现，本文通过对我院近3年的医疗服务投诉进行回顾性分析，提出降低医疗服务投诉、改善医患关系的可行性建议。方法 对医院近3年的医疗服务投诉进行统计，包括投诉数量、性质、部门等方面进行比较和描述性分析。结果 医疗服务投诉是医患关系的一个不和谐因素，而临床一线的医疗质量不高、服务态度不好又是引起医疗服务投诉的主要原因。结论 医院应严格内部管理，通过建立医患危机预防模型、加强医务人员职业道德教育等手段，减少医疗服务缺陷，降低医疗服务投诉，构建和谐医患关系。

    【关键词】 医疗服务投诉；医患关系

    Analysis and conclusion about the complaint of medical service

    HE Xiang,GU Wen-bin.

    Shanghai Municipal Yangpu District Central Hospital,Shanghai 200090,China

    【Abstract】 Objective The complaint of medical service is the appearance of the disharmony between doctor and patient.This article focuses on the complaints of medical service happened of a seniorⅡdegree hospital in recent 3 years, give the feasible suggestion on how to reduce the quantity of such complaint as well as improve the doctor-patient relationship.Methods Carry out the statistic on the complaints of medical service happened in recent 3 years, including contrast and analysis on the quantity, character and the department.Results The complaint of medical service shows the disharmony between doctor and patient, while the lower treatment level of clinician and the bad service attitude are the main reasons that caused the complaints.Conclusion Strict management should be implemented in the inner departments of hospital, for example,hospital should establish the model to defend the crisis of medical service, strengthen occupational morality education to reduce shortage of medical service, decrease quantity of medical service complaint, construct the harmonious and uniform doctor-patient relationship. ......