中文摘要：

宁波市医疗中心李惠利医院于2013年通过招募院内外的志愿者组建了“惠民利民”志愿服务队，根据专业特长及病人需要分成了四个组，进行针对性培训，在不同的区域分别开展志愿服务。通过8个月的志愿服务，弥补了医院管理、医院制度和医疗活动中的不足，降低了投诉率，促进医患和谐。本文结合医院实际工作介绍了志愿者服务队的建立、培训、管理的经验和效果，具有现实的指导意义。

英文摘要：

Ningbo Medical Treatment Center Lihuili Hospital established the ＂Huimin Limin＂ volunteer service team by recruiting volunteers in and outside the hospital in 2013. The volunteers were divided into 4 groups by their expertise and patients＂ needs and targeted training was provided for them. The volunteer team provided services in different areas. After eight months of service, the team compensated for shortcomings in the hospital management, hospital systems and medical activities, which reduces the rate of complaints and promotes harmony relationship between doctors and patients. This paper describes the experience and the effect in the establishment, training, management of volunteer team and has instructive significance for hospitals.