中文摘要：

目的了解患者对医院投诉管理的认知状况，为制定医院投诉管理规范提供参考。方法采用现场问卷调查的方法对湖北省12家县级医院的1565名患者及其家属进行调查，并对结果进行描述性统计分析。结果患者对医院投诉管理的知晓度十分有限；患者对完善投诉管理的重要性认同度较高；患者对医院投诉管理的现状不满意。结论应完善投诉途径、设立专门投诉接待部门、培养接待投诉专业人才、主动收集投诉信息、充分利用投诉信息、最终达到提高患者对医院医疗纠纷投诉管理满意度、促进医患关系和谐发展的目的。

英文摘要：

Objectives To investigate the awareness of the patient on hospital＇s management of dispute complaint, thus to provide references for policy-making in dispute management. Methods A questionnaire survey was conduc ted on 1 565 patients at 12 County level hospitals in Hubei Province and descriptive statistical analysis was based on the result. Results Patients＇ awareness on hospital＇s management of dispute complaint was poor and thought highly of the importance of improvement in the management. Patients were unsatisfied with the current situation. Conclusions We suggest following countermeasures： setting up professional Receptions of Complaints, educating profes sional receptors, collecting disputes information actively and fully utilization of the information. These measures will contribute to the satisfactorv of the patient and harmonious development of hospital-patient relationship.