Abstract: Facing the reasonable demands of oral patients and handling their medical complaints in a timely and effective manner is of great significance for improving the quality of oral medical services and improving the patient's medical experience. Through an analysis of 1 778 medical complaints received by the "12345" hotline of a tertiary stomatological hospital in Jiangsu Province from 2019 to 2022, it was found that the number of medical complaints and the number of medical complaints per 10 000 people were increasing year by year. The number of medical complaints per month showed a fluctuating trend due to the impact of epidemic prevention and control policies. Patient complaints mainly focused on work processes, epidemic prevention and control, medical quality, and suspension issues. The main reasons for the above problems included the impact of sudden public health emergencies, unreasonable allocation of medical resources, insufficient medical skills and occupational burnout of medical personnel, differences in cognition between doctors and patients, and mismatch between complaint handling mechanisms and medical dispute management. Therefore, it is recommended to enhance the ability to handle sudden public health emergencies; reasonably allocate medical resources and continuously optimize the diagnosis and treatment process; improve the level of medical services and actively alleviate occupational burnout; eliminate cognitive differences between doctors and patients and promote the construction of a common decision-making model; optimize the complaint management mechanism to avoid escalating doctor-patient conflicts.