ABSTRACT
Since the complain center of our hospital was founded in 2011, innovated the philosophy of “com-plain is gold”.It transformed mentality of the leaderships and employees to treat complaints fundamentally .Complain management was regarded as a strategic tool for the hospital to self -improve;Complain was regarded “the third eye”of recognizing the hospital management blind spots or service failure .At the same time, our hospital takes it as an im-portant means to construct the harmonious doctor -patient relationship sincerely .In the past three years , under the guidance of new ideas , our hospital has been innovating the complaint handling mechanism and improving work processes .And we have obtained better result in complaints management under the effort of all the staff .