新型冠状病毒肺炎疫情期间云南12320健康热线及官方微信服务利用分析  

Analysis on utilization of Yunnan 12320 hotline and official WeChat services during COVID-19 epidemic

作　　者：段婧[1] 尹洁[1] 苗雅[1] 李云涛 李艳曦 顾英琦[1] DU AN Jing;YIN Jie;MIAO Ya;LI Yun-tao;LI Yan-xi;GU Ying-qi(Yunnan Center for Disease Control and Prevention,Kunming 650011,China)

机构地区：[1]云南省疾病预防控制中心,昆明650011

出　　处：《医学动物防制》2021年第10期996-999,共4页Journal of Medical Pest Control

基　　金：国家自然科学基金(71964020)。

摘　　要：目的通过对云南12320健康服务平台的热线服务和官方微信服务数据进行统计分析,了解新型冠状病毒肺炎疫情期间公众的需求特点,为今后健康热线平台服务提供参考和借鉴。方法对云南12320健康热线系统平台数据以及云南12320官方微信平台数据进行收集、整理,利用SPSS 17.0进行统计分析。结果云南12320健康热线在2020年1月1日—3月14日共接到新型冠状病毒肺炎相关来电6 391件次,咨询5 781件次(90.46%),投诉77件次(1.20%),举报144件次(2.25%),建议93件次(1.46%),求助89件次(1.39%),表扬1件次(0.02%),心理疏导206件次(3.22%)。热线咨询方面,公众对政策解读需求较大,前4位均为政策信息,依次是省外入滇隔离政策、健康码填报、武汉入滇隔离政策、省内入昆隔离政策;官方微信平台服务方面,疫情信息阅读量中位数为26 602,政策信息阅读量中位数为2 579,科普信息阅读量中位数为1 312。公众在官方微信上对疫情信息的关注度显著高于政策和科普信息,差异有统计学意义(χ^(2)=60.057,P<0.01)。结论热线服务是突发公共卫生事件中政策普及、健康教育、社会心理支持服务的有效模式。Objective To analyze the data of hotline and official WeChat services of Yunnan 12320 health service platform, to understand the characteristics of the masses’ requirements during the COVID-19 epidemic, and to provide the basis and references for hotline platform service.Methods The data of Yunnan 12320 health hotline system platform and official WeChat platform of Yunnan 12320 were collected and sorted out, and analyzed by SPSS 17.0.Results Yunnan 12320 health hotline received a total of 6 391 pieces of calls related to the COVID-19,including 5 781(90.46%) pieces of inquiries, 77(1.20%) pieces of complaints, 144(2.25%) pieces of reporting, and 93(1.46%) pieces of suggestions, 89(1.39%) pieces for help, 1(0.02%) piece of praise, and 206(3.22%) pieces of psychological counseling from January 1 to March 14,2020.For the hotline counseling, the masses had greater demands for policy interpretation, and the top four demands involved the policy information with descending order from the quarantine policy for entering Yunnan outside the province, health code completing and reporting, the quarantine policy for entering Yunnan from Wuhan, quarantine policy for provincial entery in Kunming.For official WeChat platform services, the median reading of epidemic information, policy information and science popularization information was 26 602,2 579 and 1 312 respectively.The masses’ attentions to the epidemic on official WeChat was significantly higher than that on policy and science information popularization, and the differences were statistically significant(χ^(2)=60.057,P<0.01).Conclusion Hotline service is considered to be an effective mode of policy popularization, health education and social psychological support service in public health emergencies.

关 键 词：新型冠状病毒肺炎 云南12320 服务利用 公共卫生 健康教育 

分 类 号：R197[医药卫生—卫生事业管理]