新型冠状病毒肺炎疫情期间广州市12320卫生热线及舆情监测数据分析  

Analysis on data of 12320 health hotline and public opinion monitoring during epidemic period of COVID-19 in Guangzhou

作　　者：彭志丽[1] 王娟[1] 王志伟[1] 陈禹霏 耿宏源 刘览[1] 林伟权[1] PENG Zhi-li;WANG Juan;WANG Zhi-wei;CHEN Yu-fei;GENG Hong-yuan;LIU Lan;LIN Wei-quan(Guangzhou Center for Disease Control and Prevention,Guangdong510440,China)

机构地区：[1]广州市疾病预防控制中心,广东510440

出　　处：《医学动物防制》2022年第2期103-107,F0003,共6页Journal of Medical Pest Control

基　　金：国家自然科学基金项目(7207219)。

摘　　要：目的分析广州市新型冠状病毒肺炎(新冠肺炎)疫情发生以来12320卫生热线和网络舆情数据,为卫生健康部门决策提供依据。方法收集2020年1月21日—5月31日广州市12320卫生热线公众咨询电话工单、广州市卫生健康委员会每日公布新冠肺炎确诊病例数以及网络舆情数据(百度指数中的搜索指数),并进行分析。结果2020年1月21日—5月31日广州市12320卫生热线公众来电咨询共60421次,其中新冠肺炎相关咨询40607次,占总咨询量的67.2%。新冠肺炎相关咨询内容前3位分别为政策类17271次(42.5%)、监管类12328次(30.4%)、认知类5489次(13.5%)。随着广州市报告国内确诊病例数的增加,咨询量及网络舆情数据呈同步上升趋势;而在出现境外输入确诊病例期间,虽然网络舆情数据未见上升,但12320卫生热线咨询量出现高峰,并在全国疫情防控进入常态化阶段后仍保持较高水平波动。在疫情发展的不同阶段,公众咨询热点有不同的侧重。结论广州市12320卫生热线咨询情况可较客观、真实地反映公众对新冠肺炎疫情相关信息的需求,在舆情监测和风险沟通中发挥重要作用。Objective To analyze the data collected by 12320 health hotline and network public opinion since the outbreak of Corona Virus Disease 2019(COVID-19)in Guangzhou,and to provide development strategies for health administration departments.Methods The telephone work orders of 12320 health hotline public consulting in Guangzhou,quantity of confirmed cases of COVID-19 daily disclosed by Guangzhou Municipal Health Commission and data of network public opinion(Search Indexes out of Baidu Indexes)from January 21 to May 31,2020 were collected and analyzed.Results A total of 60421 times public call consultations of 12320 health hotline in Guangzhou from January 21 to May 31,2020 were counted,there were 40607 consultations related to COVID-19,accounting for 67.2%of total consultations.Top three of consultations of COVID-19 were 17271 times(42.5%)for the policy category,12328 times(30.4%)for supervision category,and 5489 times(13.5%)for cognition category.The quantity of COVID-19 related consultations and data of network public opinion showed a synchronous rising trend with the increase of confirmed cases in Guangzhou.When confirmed cases of COVID-19 imported from overseas were found,whereas the data of network public opinion did not increase,the consultations of 12320 health hotline reached a peak,which still maintained a high level of fluctuations after the national epidemic prevention and control entered the normalization stage.Public consultation hot topics drew varied at different periods of epidemic of COVID-19.Conclusion The 12320 health hotline in Guangzhou objectively and truly reflect the demands of the public for COVID-19 related information,and plays an important role in public opinion monitoring and risk communication.

关 键 词：12320卫生热线 新型冠状病毒肺炎 舆情监测 分析 

分 类 号：R193[医药卫生—卫生事业管理] R563.1[医药卫生—公共卫生与预防医学]