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中文摘要: 医疗纠纷是一个世界性的难题，随着法律制度的不断完善和人们健康意识的转变，患方对医疗效果期望值的增加及法律维权意识的增强，医患关系逐渐成为社会关注的热点问题。作为保障改善民生、加强社会管理、创建服务型政府和建设人民幸福城市的重大举措，南京市“12345”政务呼叫中心应运而生，该文通过对某院近三年接收的“12345”医疗质量类工单进行分析，了解该院纠纷产生的原因及特点，分析其发生规律，为医务人员防范类似纠纷提供参考。
Abstract:Medical dispute is a worldwide problem，with the transformation of the legal system of continuous improvement and people’s health awareness，the risk of side effects of medical and legal expectations of increased awareness of rights，the doctor-patient relationship has become a hot issue of social concern. As a major initiative to improve the livelihood of the people to protect and strengthen social management，to create a service-oriented government and the happiness of the people of the city building，Nanjing “12345” Government Service call center came into being，the paper analyzed 12，345 medical quality class work order of nearly three years in the hospital received ,to understand the reasons and characteristics of hospital disputes arising, analyze its occurrence，for medical personnel to prevent similar disputes reference.
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基金项目:南京市医学科技发展资金资助（YKK16161） 南京市医学科技发展资金资助（YKK16161）
引用文本：
周 楠,任红润,王文梅,邓润智,闫 翔,邵辰杰.口腔专科医院“12345”政府服务热线分析研究△[J].江苏卫生事业管理,2017,28(6):138-140.
Zhou Nan,Ren Hongrun,Wang Wenmei,Deng Runzhi,Yan Xiang,Shao Chenjie.Analysis and Research of “12345” Government Service Call Center in Nanjing[J].Jiangsu Health System Management,2017,28(6):138-140.
周 楠,任红润,王文梅,邓润智,闫 翔,邵辰杰.口腔专科医院“12345”政府服务热线分析研究△[J].江苏卫生事业管理,2017,28(6):138-140.
Zhou Nan,Ren Hongrun,Wang Wenmei,Deng Runzhi,Yan Xiang,Shao Chenjie.Analysis and Research of “12345” Government Service Call Center in Nanjing[J].Jiangsu Health System Management,2017,28(6):138-140.
