医患纠纷的发生在所难免,但对患者的投诉如何回复往往成为决定医疗纠纷走向的关键。现实中,医务处、医患关系处通常被作为接受患者投诉的部门,这在理论层面上或许可行,但在现实操作中却是漏洞百出。 The occurrence of doctor-patient disputes is inevitable, but how to respond to patient complaints is often the key to determining the direction of medical disputes. In reality, the medical department and the doctor-patient relationship department are usually taken as the departments that accept patient complaints. This may be theoretically feasible but there are plenty of loopholes in the actual operation.