接诉即办改革既是践行以人民为中心的发展思想、做好新时代群众工作的生动实践，也是优化公共服务、推进治理体系和治理能力现代化的关键举措。本文作者单位在持续改善医疗服务的基础上，探索"接诉即办"问题导向的主动治理管理机制：在组织结构上，建立党建引领的工作构架；聚焦工单诉求，集中力量，解决人民群众"急难愁盼"事项；开展专项治理、未诉先办，主动回应群众期待；加强医学人文关怀，打造有温度的医院。刀刃向内、主动治理，不断提高群众就医获得感和满意度。

The reform of "Immediate Response to Complaints" is not only a practice of adhering to the people-centered development philosophy and conducting mass work, but also a crucial measure for optimizing public services and advancing the modernization of the China’s governance system and capabilities. The author’s organization has explored an active governance management mechanism guided by the problem-oriented approach of "Immediate Response to Complaints" . In terms of organizational structure, it has established a Party-led framework. Focusing on patient complaints, the hospital mobilizes resources to address the urgent concerns and expectations of the public. It implements targeted governance initiatives and takes proactive actions to respond to public needs before complaints escalate. Additionally, the hospital strengthens humanistic care in healthcare, striving to build a compassionate and patient-centered institution. Through comprehensive reform and proactive governance, it continuously enhances public satisfaction and improves the patient experience in medical services.