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.