医疗纠纷是指病人或其家属认为医疗机构和医务人员实施了错误的诊断、治疗、操作,导致病人出现了不良后果而与医疗机构及医务人员发生争议[1]。日益增多的医疗纠纷已成为社会和民众关注的热点,医护人员对投诉十分忧虑和困惑。对医生而言,处理投诉和纠纷不仅浪费时间和精力,而且 Medical disputes refer to patients or their families who believe that medical institutions and medical personnel have carried out wrong diagnosis, treatment, and operation, resulting in patients with adverse consequences and disputes with medical institutions and medical personnel [1]. The growing number of medical disputes has become a hot spot for the community and the public. Medical staff are very worried and confused about complaints. For doctors, handling complaints and disputes is not only a waste of time and effort, but also