[摘要] 目的 探讨如何处理门诊医疗投诉，减少医务人员与患者之间的纠纷及改善护患关系。方法 对本院2010年12月-2011年12月门诊投诉的病人资料进行整理分析，提出解决的措施。结果 服务态度、收费问题、环境问题是门诊病人投诉的主要原因。结论 改善服务态度，加强与患者的沟通，强化理论、操作技术训练是预防医疗投诉及改善护患关系的有效措施。

    [关键词] 医疗投诉； 护患关系

    [中图分类号] R471 [文献标识码] A [文章编号] 1005-0515(2011)-12-283-01

    [Abstract] Objective Discusses how to deal with medical complaints,in order to reduce medical dispute,improve the relationship between nurses and patients.Methods We analyzed 40 complaint cases in our hospital from Dec.2010 to Dec.2011,and propose the solution measures.Results Service attitude,collect fees problem,the environment is the main cause of medical complaints.Conclusion Improve the service attitude,strengthen the communication with the patient,strengthen the theory and operation technology training is to prevent medical complaints and improve the relationship between nurses and patients.

    [Key words] Medical complaints; The relationship between nurses and patients

    医疗投诉是指患者及家属在医院接受医疗保健服务过程中 ......