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随着我国医疗卫生行业法律法规的不断健全和完善,患者及家属对自己的健康权益的保障和要求越来越高,医务人员时时处在医患矛盾的风口浪尖上。近年来,医患纠纷发生率呈逐年上升趋势,医患矛盾日益突出,严重影响正常的医疗秩序和社会稳定。医疗投诉是一种不可避免的客观现实,妥善处理这种投诉,对于缓解医患矛盾、改善医患关系、提升医院服务能力、塑造医院良好的社会形象、
With the continuous improvement and perfection of the laws and regulations in the medical and health care industry in our country, the protection and demands of patients and their families on their own health and rights and interests are getting higher and higher, and medical staffs are always on the cusp of doctor-patient conflicts. In recent years, the incidence of doctor-patient disputes has been increasing year by year, and contradictions between doctors and patients have become increasingly prominent, seriously affecting the normal medical order and social stability. Medical complaints are an inevitable objective reality. Proper handling of such complaints is of great significance in alleviating the contradiction between doctors and patients, improving the doctor-patient relationship, enhancing the hospital’s service capabilities, shaping the good social image of the hospital,