分析深圳罗湖医院集团检验中心自2018年5月至2022年8月间受理的投诉，分析其来源、分类、处理措施和改进效果，探讨处理投诉的有效措施以提升患者的就医体验和满意度。借助智慧化实验室管理平台分析区域检验中心2018年5月至2022年8月的投诉，从受理到效果评价整个流程，针对投诉原因、处理措施、患者满意度等方面进行分析。结果显示，2018年5月至2022年8月共有投诉67起，其中47起为有效投诉。有效投诉包括临床投诉和患者投诉，其中以临床投诉为主（39起），患者投诉次之（8起）。有效投诉中因报告时间引起的投诉最多，其次是报告差错，而检验错误和操作不熟练引起的投诉较少，分别有1起和2起。因报告时间引起的投诉主要原因有：仪器故障、沟通不足、传输错误、执行力缺乏。因报告差错引起的投诉主要原因有：检测系统差错、试剂差错、人员操作不当等。检验中心借助智慧化管理平台记录投诉电子流程，总结并分析投诉来由和处理举措，有效地提高了服务水平和患者满意度。

To analyze the sources, classification, treatment measures and improvement effects of the complaints accepted by Shenzhen Luohu Hospital Group Inspection Center from May 2018 to August 2022, in order to explore effective measures to improve patients' medical experience and satisfaction. The intelligent laboratory management platform was used to analyze the complaints of the regional inspection center from May 2018 to August 2022, and the whole process from acceptance to effect evaluation was analyzed in terms of the causes of complaints, treatment measures and patient satisfaction. Results show that there were 67 complaints from May 2018 to August 2022, of which 47 were valid complaints. The effective complaints include clinical complaints and patient complaints, of which clinical complaints are the main (39 cases), followed by patient complaints (8 cases). Among the effective complaints, the most complaints were caused by the reporting time, followed by reporting errors, while the complaints caused by inspection errors and unskilled operation were less, with 1 and 2 cases respectively. The main reasons for the complaints leading to the reporting time are: instrument failure, inadequate communication, network transmission errors, improper operation of personnel. The main reasons for complaints caused by reporting errors include: detection system errors, reagent errors, improper personnel operation, etc. With the help of intelligent management platform, the testing center records the electronic process of complaints, summarizes and analyzes the causes and handling measures of complaints, which can effectively improve the service level and patient satisfaction.