当今患者的维权意识越来越强,投诉已经成为医疗界一个不能回避的话题,身为医疗行业人员遭遇投诉也是在所难免。引起护士被投诉的原因多种多样,如何减少或避免投诉,如何面对和处理投诉,是每一个护理工作者都要思考和面对的问题。下面的几个事例,试图从不同层面来探讨护士遇到投诉之后的不同应对 Today’s patients are increasingly aware of their rights protection. Complaints have become an unavoidable issue in the medical community. It is also inevitable that medical personnel will face complaints. There are many reasons that cause nurses to be complained. How to reduce or avoid complaints, how to face and handle complaints, is a question that every care worker should think and face. Here are a few examples of attempts to explore different aspects of nurses’ responses to complaints