某医院公共卫生事件期间咨询热线的实践与效果

Practice and effect of hotline during public health events in a hospital

目的探讨某医院公共卫生事件期间医院咨询热线对稳定公众情绪、引导科学理性防控所起的作用,以期对类似咨询热线的建立、管理提供参考。方法回顾分析我国其他公共卫生事件中医院咨询工作的经验,结合新型冠状病毒肺炎疫情期间,宜宾市第二人民医院“抗击新型冠状病毒感染的肺炎”(简称“抗冠”)24h咨询热线实践与运行成效,提炼了公共卫生事件中医院咨询热线建立、管理的要点。结果受理咨询电话共773人次,其中男性咨询366人次(47.34%),女性咨询407人次(52.65%);引导96位市民前往发热门诊就诊,疑似病例6例,确诊“新冠”肺炎1例.结论公共卫生事件期间,医院咨询热线能及时、有效引导公众科学、理性地应对疫情,有助于应对公共卫生事件。

Objective To explore the role of hospital consultation hotline in stabilizing public mood and guiding scientific and rational prevention and control during public health events,so as to provide reference for the establishment and management of similar consultation hotline.Methods Novel coronavirus infection in our hospital during the epidemic period was reviewed and analyzed.The practice and operation results of the 24 hour consultation hotline against the novel coronavirus infection were summarized,and the key points of establishing and managing the public consultation hotline in public health events were extracted.Results A total of 773 people were interviewed by telephone,including 366 men(47.34%)and 407 women(52.65%);96 citizens were guided to fever clinic,6 suspected cases and 1 con-firmed case of novel coronavirus pneumonia.Conclusion During the period of public health events,the hospital hotline can guide the public to deal with tlie epidemic scientifically and rationally in time and effectively,which is helpful to deal with public health events.