北京市朝阳区疫情相关信访特征分析及应对策略

Characteristics of petition letters related to COVID-19 in Beijing Chaoyang District and countermeasures

目的探讨朝阳区新冠疫情相关信访件在不同防控时期各类信访件的变化特征,并提出应对策略,为疫情防控期间资源配置、工作安排提供参考。方法统计朝阳区卫生信访信息管理平台疫情相关信访件变化情况,并对比应急处置期和常态化防控期不同阶段信访件构成,分析引起信访件变化的可能原因并提出应对建议。结果研究共纳入疫情相关信访件4642条,从信访件数量来看,核酸检测类和疫苗接种类信访件数量较突出;从信访时间分布来看,新发病例出现时、春节返工时、应急响应调整时疫情相关信访件数量波动较明显;从疫情阶段来看,应急处置期和常态化防控期在核酸检测、人员隔离、疫情防控和其他疫情相关信访件之间具有统计学差异(P<0.05)。结论新冠疫情期间各级医疗机构应根据疫情不同阶段的突出问题部署工作安排,全面提高突发公共卫生事件应急管理能力,加强政策及健康科普宣传力度,开展医务人员培训,健全应急管理体制机制,促进疫情防控工作有序开展。

Objective To explore the change characteristics of various types of petition letters related to the COVID-19 in Chaoyang District during different epidemic prevention and control periods,so as to propose countermeasures and provide reference for resource allocation and work arrangements during the epidemic prevention and control period.Methods The changes of petition letters related to the epidemic on the health petition information management platform of Chaoyang District were counted,and the composition of petition complaints at different stages during the emergency response period and the normalized prevention and control period was compared,and possible reasons for the changes of petition complaints were analyzed and suggestions for countermeasures were put forward.Results A total of 4,642 complaints related to the epidemic were included in the study.In terms of the number of petition complaints,the complaints related to nucleic acid testing and vaccination was more predominant.Adjusted in terms of time distribution of the complaints,the complaints related to the epidemic fluctuated significantly in number when new cases emerged,people resumed to work after the Spring festival and emergency response was adjusted.In terms of the epidemic stage,there were statistical differences between the emergency response period and the normalized prevention and control period in nucleic acid testing,personnel isolation,epidemic prevention and control,and other epidemic-related complaints(P<0.05).Conclusion During the COVID-19,medical institutions at all levels should deploy work arrangements according to the key problems in different stages of the epidemic,comprehensively improve the emergency management capacity of public health emergencies,strengthen the promotion of policies and medical knowledge,carry out medical staff training,and improve the emergency management system and mechanism to promote the orderly development of epidemic prevention and control.