Exploring Hospital Complaint Management Practices Based on the PDCA-SDCA Dual Cycle Management Method
Yang Juan
Zhao Donglei
Dou Cencen
Abstract：Based on the PDCA-SDCA dual cycle management theory,a hospital complaint management path-way was systematically constructed.To address issues such as delayed response to complaints,fragmented pro-cesses,and poor interdepartmental coordination,it clarified responsibility distinction,categorized complaints and determined their priority levels,defined response time limits,and developed standardized complaint handling manu-als to regulate operational requirements at each stage,thereby optimizing the complaint guidance system.By estab-lishing a three-level response mechanism,formulating standardized operating procedures,implementing tiered training and quality control systems,and optimizing a performance-associated reward and punishment system with routine training guidance,a standardized four-step process"categorization-response-handling-feedback"was cre-ated.The PDCA-SDCA dual cycle management method effectively shortened the response time to complaints and the closed-loop cycle,improved the one-stop resolution rate and overall patient satisfaction for complaints,and fa-cilitated a shift in hospital complaint management from passive reaction to proactive prevention and systematic im-provement,providing a practical basis and reference for continuous enhancement of medical service quality.
Keywords：PDCA-SDCA dual cycle managementhospital complaintpatient satisfaction
Publication Date：2026-02-05
Online Publishing Date：2026-03-12(First online date of this platform, not the publication date of the document)
Pages：3( 91-93 )