目的：研究医院收费处投诉率上升和满意度下降的原因，以及应用RCA2-MDT模式提升医院收费处服务能力，降低投诉率的效果。方法：运用RCA分析厦门市某三甲医院2021年第三、四季度收费处投诉率持续上升，满意度持续下降的原因，针对原因多部门协作采取改进措施（Actions-MDT）。结果：实施RCA2-MDT模式后，2022年第二、三季度收费处投诉率下降，差异有统计学意义（P < 0.05）。结论：RCA2-MDT模式可以促进各部门间的交流和合作，打通工作堵点，有利于提升医院整体服务水平，促进医患关系改善。
Objective：Study the reasons for the increase of complaint rate and the decrease of satisfaction in hospital toll office，and the application of RCA2-MDT mode to improve the service capacity of hospital toll office，the effect of reducing complaint rate. Methods：RCA was used to analyze the reasons for the continuous rise in complaint rate and decline in satisfaction of toll office of a certain gradeA tertiary hospital in Xiamen in the third and fourth quarters of 2021. In view of the above reasons，multi-department cooperation to take improvement measures（Actions-MDT）. Results：After the implementation of RCA2-MDT mode，the complaint rate of toll office decreased in the second and third quarters of 2022，and the difference was statistically significant（P < 0.05）. Conclusion：RCA2-MDT model can promote the communication and cooperation between various departments，break through the blocking point of work，improve the overall service level of the hospital，promote the doctor-patient relationship.