Objectives: To learn the role of complaint reception center in the prevention of medical disputes. Methods: The complaint reception center accepted all complaints of patients under the premise of "first appeal responsibility system". The frequency of medical disputes, malignant medical disputes and related payment before and after establishment of the complaint reception center were compared. Results:The number and incidence of medical disputes and malignant medical disputes declined year by year after the establishment of the complaint reception center. And the incidence of new medical disputes had significant difference between 2012 and 2014(P>0.05). Furthermore, the amount of compensation related to new medical disputes fell sharply Conclusion: The establishment of the complaint reception center can effectively prevent the occurrence of medical disputes which can not only protect both interests of hospital and patients, but also help to improve the quality of medical service, and build a harmonious doctor-patient relationship.%目的:探讨医院投诉接待中心在防范医疗纠纷中的作用.方法:投诉接待中心对外接受患者的所有投诉,实施"首诉负责制",比较投诉接待中心成立前后医疗纠纷、恶性医疗纠纷发生情况及医疗纠纷赔付情况.结果:成立投诉接待中心后医疗纠纷及恶性医疗纠纷发生次数及发生率均逐年下降,2014年医疗纠纷发生率与2012年比较差异有统计学意义(P<0.05),同时新发医疗纠纷赔付金额大幅下降.结论:成立投诉接待中心能有效防范医疗纠纷发生,不仅有利于保障医患双方各自利益,而且有利于提高医疗服务质量、构建和谐医患关系.
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