Abstract:Objective：To make a descriptive analysis of the abuse of medical complaint channels，objects of complaint，contents of complaint and appeals.To summarize the reasons for the abuse of medical complaints，and to propose countermeasures. Methods：A total of 133 incidents of abuse of medical complaints occurred during the period from January 2016 to December 2018 in a certain Grade-A Tertiary Hospital，and statistical analysis of the channels，objects of complaint，contents of complaint and requirements of complaints. Results：The complaint channels were mainly 12345 and hospital administrative complaints .Among them，12345（12320）government hotline accounted for 62%，hospital administrative complaints accounted for 30%，and letters and visits complaints accounted for 8%. The complaint objects were mainly for medical staff. The complaints covered medical issues，relationship issues，systems issues，environment issues，processes and costs issues. The appeals are mainly for giving explanations，re-diagnosing treatment，refunding（compensation），apologizing and disposing of the parties. Conclusion：Accurately grasping the reasons of the abuse of medical complaints is conducive to strengthening the management of medical complaints，improving the ability to handle medical complaints，reducing the rate of medical complaints，and providing a reference for building a harmonious relationship between doctors and patients.