医疗投诉和纠纷呈逐年上升态势，已成为制约医院发展的一个重要因素。处理好医疗投诉和纠纷，已经成为各级医院共同面对的难题。本文探讨医疗投诉与纠纷的发生原因，并借鉴服务性行业与所在医院的成功经验，有针对性地提出处理程序及技巧。%In recent years , medical complaints and disputes are growing year by year , which have became the constraints of hospital development , so to deal with these problems has been an important task of hospital man-agement .In the paper the reason of the medical complaints and disputes were discussed and the disposal process and methods were presented .
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