Abstract: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.