对医院来说,投诉会给自身口碑和形象造成一定的负面影响,将医患关系变得敏感、紧张,是医患关系的“晴雨表”。正视投诉,处理好投诉接待问题,同时提高接待人员的基本素养,妥善处理投诉问题,从而构建和谐医患关系,是各大医院需要高度重视的问题。 For hospitals, the complaints will have some negative impact on their own reputation and image, and will make the relationship between doctors and patients sensitive and stressful. This is a “barometer” of doctor-patient relationship. Facing the complaint, handling the complaint reception problem, improving the basic literacy of the reception staff, properly handling the complaint problem and building a harmonious relationship between the doctor and the patient are all issues that the major hospitals need to attach great importance to.