四川12320卫生热线发展存在的问题与对策

Existing problems and countermeasures of 12320 health hotline in Sichuan province

在阐述12320卫生热线功能定位的基础上,以四川12320卫生热线的发展现状为切入点,通过收集、整理和分析2017年受理业务中的各类咨询、投诉、举报、建议、表扬和预约挂号等数据,分析四川12320卫生热线的实际运营状况。结果显示,四川12320卫生热线在2017年1-12月受理各类卫生业务共计10737通,电话受理量由1月的200通以下逐渐稳定至1500通/月左右。在所有业务量中,绝大部分为咨询业务,占到总业务量的60%~90%;其次为投诉业务,占到总业务量的8%~20%。从平均小时来电量来看,来电业务量最大的时间段为10:00~11:00;其次是14:00~15:00和15:00~16:00,业务量均达120通/小时以上;来电业务量相对较少的时段为8:00~9:00和12:00~13:00。从2017年的咨询业务分类情况来看,前三大受理内容为公共卫生机构与服务、疾病预防控制和医改政策,占比分别为56.30%、12.82%和5.88%。从2017年的投诉业务分类情况来看,以医疗机构与服务为主,占比高达87.31%;其次为疾病预防控制(4.25%)和公共卫生(2.58%)等。针对四川12320卫生热线存在的问题进行归纳和总结,并提出相应对策。

The paper described the role of the 12320 health hotline and the development status of 12320 health hotline in Sichuan. Through the collection,collation and analysis of various types of consultation,complaint,report,suggestion,recognition and reservation registration in the business acceptance in 2017,the actual operation status of Sichuan 12320 health hotline was studied. The results showed that 12320 health hotline in Sichuan received 10 737 links of various health services from January to December in 2017,and the phone reception volume gradually stabilized from below 200 links in January to 1,500 links/month;most of the business volume were consulting business,accounting from 60% to 90%,followed by complaint business,accounting from 8% to 20%. For the average hourly call volume,the maximum time for incoming calls was 10: 00-11: 00,followed by 14: 00-15: 00 and 15: 00-16: 00,the traffic volume reached over 120 links/hour,and the incoming call traffic was relatively idle in 8: 00-9: 00 and 12: 00-13: 00. For the consulting business,the top three accepted content were the public health agencies and services,disease prevention and control,health reform policies,accounting for 56. 30%,12. 82% and 5. 88%,respectively. According to the classification of complaint business,the medical structure and services dominated,accounting for 87. 31%,followed by disease prevention and control( 4. 25%),public health( 2. 58%),etc. It summarized the existing problems of 12320 health hotline in Sichuan and put forward corresponding countermeasures.