本研究以消基會歷年來受理之醫療申訴個案進行調查與分析，寄發 203 份問卷，得有效問卷 100 份。 重要結果：受訪者面對醫療服務上的不滿，所採取的抱怨行為中，以私下抱怨的傾向最強，向消基會申訴的傾向居次。受訪者中以年齡較大、女性病人、曾有策略性互動、該醫療問題造成病人身體殘障或精神失能、家人或親朋認為錯在醫方者，其抱怨傾向較強。雖然受訪者對消基會的服務，整體而言並沒有顯著的期望差距，但若依照其情境加以分析，則認為醫療抱怨風險越高、對醫療服務的實際感受越差、因與醫師承諾不符而認定有問題、所認定的問題為不良反應、該問題造成病人身體殘障或死亡、自評後果嚴重、親朋認為錯在醫方、家人或非此次問題相關的醫事人員支持求償、由參考團體得知消基會醫療申訴單位者，對消基會服務的期望差距較大。本研究並根據調查結果及相關文獻之研究結果，對醫療服務提供者及消基會提出具體建議。

　　　　　This study surveyed and analyzed all the cases ever filed omplains tothe Consumers' Foundation because of medical disputes. Out of 203 questionnairesthat were mailed out, 100 valid responses were received after two remindingpostcards. Important findings are as follows: When dissatisfied with a medicalservice, the most frequently action taken by respondents was to complaintprivately, followed by to report to the Consumer's Foundation. Among therespondents, those who were older, being female patients, being physicallydisabled or mentally retarded because of the medical malpratice, having takenstrategic interactions, those whose significant others thought the medical staffwere to be blamed, had stronger intentions to complain. In terms of respondentssatisfaction toward the Consumers' Foundation, the overall difference （ gap ）between the respondents' expected and actual services received from theConsumer's Foundation was not statistically significant. However, furtherexamination on the respondents' characteristics showed that those who thoughtthe risk to complain was high, those who perceive the medical services werepoor, the results were different from what the physician promised, the treatmentresulted adversely, the malpractice resulted in disability or death, those whovalued the effects were serious, those whose relatives thought the medical staffwere to be blamed, those who were encouraged by their family or other medicalpractitioners to ask for compensation, and those who knew about the Foundationthrough their reference group, had worse perceptions about the Foundations'sservices. Suggestion to medical providers and the Consumers' Foundation wereincluded.