目的：描述性分析某三甲医院“8890”信访工作现状及特点，为改善医疗服务及患者就医体验提供依据。方法：收集整理天津市某三甲医院受理的“8890”信访件的统计数据信息，阐述信访件原因，并给出建议。结果：该院“8890”信访件中，发生在门诊的信访件最多（62.62%），涉及医疗服务的信访件最多（33.01%）。结论：应根据信访件特点及原因，加强医院管理，解决患者需求，提出医疗信访纠纷三级预防理论。
Objective：To analyze the characteristics and work status of “8890”petition line in a top tertiary hospital，and to provide scientific basis for improving medical services. Methods：By collecting “8890”complaint events， the reasons for the complaint events were analyzed and some suggestions were provided. Results：The complaint events in outpatient department occupied 62.62%，and most were related with the medical service（33.0%）. Conclusions：According to the characteristics and reasons of the complaint events，the hospital should be strengthen to solve the needs of the patients，and the three-level prevention theory of medical letters and visits disputes should be proposed.