心连心医疗专线在新冠肺炎疫情期间的应用

Analysis of the “heart-to-heart”medical service hotline during the Novel Coronavirus Pneumonia epidemic

目的通过“12345”心连心医疗服务专线收集新冠肺炎疫情期间乐山市部分市民的咨询问题,为制订公共卫生事件应急方案提供参考依据。方法安排专人于2020年1月28日—2月12日新冠肺炎疫情期间开展医疗咨询服务,统计并分析与新冠肺炎相关的问题数量、问题种类。结果服务专线共接到咨询电话416次,其中与新冠肺炎相关的有352次(84.62%);咨询问题前三位分别是:出现感冒症状担心感染新冠肺炎咨询147次(41.76%),异地(非疫区)归来是否需要进行隔离咨询71次(20.17%),如何做好居家防护咨询53次(15.06%)。结论在疫情防控期间,市民更加关注新冠病毒对自身健康的影响,关注个人防护措施的落实情况,对医疗服务专线咨询满意度达到81.01%,表明疫情期间的医疗服务专线取得了市民满意的效果,值得进一步推广。

Objective To collect consultation of citizens in Leshan during the Novel Coronavirus Pneumonia(NCP)epidemic through the“12345”“heart-to-heart”medical service hotline,and in order to provide reference for the formulation of emergency plans concerned with public health events.Methods Healthcare professionals were arranged to answer medical consultation from January 28 to February 12,2020,the number and types of questions related to the NCP were made statistics and analysed.Results The medical service hotline received 416 consultation calls,of which 352(84.62%)cases were related to the NCP;the three most asked questions were:147 cases(41.76%)worried about having NCP due to cold symptoms;71 cases(20.17%)consulted if they needed isolation when they came back from other areas(non-epidemic areas);and 53(15.06%)cases for advice on how to implement home protection.Conclusion During the novel coronavirus pneumonia epidemic,the public paid more attention to the impact of NCP on their own health and the implementation of personal protection measures.The satisfaction rate of consultation with the medical service hotline was 81.01%,which suggested that the medical service hotline had achieved satisfactory results for the public during the epidemic and it was worth further promotion.