纵观近年来各大医院来访接待的统计数据，人们不难发现病人投诉的数字呈明显上升趋势。这一方面提示我们，社会对医疗服务的要求和我们提供服务现状的差距在拉大，另一方面对我们接待人员也提出了更高的要求，如何既能维护医院的整体形象，又能抚平投诉者心内的冤气，这确实是 Taking a close look at the statistics of visits received by major hospitals in recent years, it is not difficult for people to find that the number of complaints from patients shows a clear upward trend. This aspect reminds us that the gap between the social requirements for medical services and the status of our services is widening. On the other hand, we have also put forward higher requirements for our reception staff. How can we maintain the overall image of the hospital and we can In the heart of the complainants, this is indeed