目的 通过对北京急救中心院前急救调度员投诉原因进行分析,提出行之有效的改革措施,提升院前急救调度人员的管理水平,提高患者满意率,缓解医患矛盾.方法 对2020年1月1日至2020年12月31日期间北京急救中心调度指挥中心调度员的158次投诉进行回顾性分析.结果 2020年1月1日至2020年12月31日期间北京急救中心调度指挥中心受理急救电话1553201次,投诉158次,占0.01％,其中主要投诉原因有服务不规范,占37.97％;非急救转运任务无车可派,占26.58％;转院问题,占10.12％;未及时派“,”Objective To analyze the causes of complaints from pre hospital emergency dispatchers in Beijing Emergency Center, put forward effective reform measures, improve the management level of pre hospital emergency dispatchers, improve the satisfaction rate of patients, and alleviate the contradiction between doctors and patients. Methods A retrospective analysis was conducted on 158 complaints from dispatchers of dispatching command center of Beijing Emergency Center from January 1, 2020 to December 31, 2020. Results From January 1, 2020 to December 31, 2020, the dispatch and command center of Beijing Emergency Center accepted 1553201 emergency calls, 158 complaints, accounting for 0.01％. The main reasons for complaints were non-standard service, accounting for 37.97％; There was no vehicle for non emergency transport, accounting for 26.58％; 12％; 8.86％ of them didn\'\'t send ambulance in time; Emergency calls were not answered in time, accounting for 8.23％. Conclusion To improve the service awareness of pre hospital emergency dispatchers, strengthen the training of pre hospital emergency dispatchers, enhance the awareness of crisis public relations, and do a good job of handling the case immediately. To explore the feasibility and necessity of promoting the construction of non emergency transport system. Speed up the construction of pre hospital and in hospital connection system and informatization. Strengthen the construction of pre hospital emergency station. To improve the emergency response ability and work efficiency of pre hospital emergency dispatcher.