基于12345平台感染来电数据的医学伦理分析

Medical ethics analysis based on epidemic call data of 12345 platform

目的从伦理视角探讨新型冠状病毒感染下某市12345平台来电的新变化及规律。方法回顾性收集2019年12月至2020年2月襄阳市政府热线12345电话平台受理的政民互动工作动态数据资料,比较感染发生前后5周不同时间段内来电总量及各来电类别情况,分析新型冠状病毒感染相关来电情况。结果2019年12月8日至2020年2月15日,襄阳市政府热线12345电话平台共接到来电168402次,其中感染前期咨询类来电41716次、求助类来电27632次,感染后期分别增加至52352次和35016次;投诉类来电感染前为919次,感染后减少至530次;建议类来电感染前为287次,感染后显著增加至530次;表扬类来电感染前仅有30次,感染后达74次;感染前后不同时间来电总量及咨询、求助、投诉、建议、表扬来电次数比较差异均有统计学意义(P<0.05)。此外,与新型冠状病毒感染相关的来电共29083次,主要集中于2020年第4~7周,分别来电4235、11056、6589、7203次。高峰时期主要在第5周,并以咨询(4796次)、建议(1194次)和投诉(3359次)为主要类型;咨询类来电主要涉及交通、物资采购、捐赠及交通管制解封等个人层面问题;投诉类来电主要涉及口罩、酒店、车票及作风等社会相关问题;建议类来电主要关注隔离、诊断治疗和防控等全社会应对新型冠状病毒感染的问题。结论感染前后不同时间段,市民通过电话反映出对新型冠状病毒感染存在心理不适;社会行为和个人心理行为体现了伦理性,即无伤害、有利和公正原则,但存在着不均等分布的问题。需平衡好管理部门与群众之间的关系,平衡政府应急防控与国家经济发展之间的关系,并且要平衡公共卫生应急与平战结合关系。

Objective To explore the new changes and rules of calls on 12345 platform in a city under the COVID-19 from an ethical perspec-tive.Methods The dynamic data of public-private interaction work accepted by the Xiangyang Municipal government hotline 12345 telephone plat-form from December 2019 to February 2020 were retrospectively collected,and the total number of calls and types of calls in different time periods in the 5 weeks before and after the outbreak of the epidemic were compared,and the situation of calls related to the novel coronavirus infection was analyzed.Results From December 8,2019 to February 15,2020,the Xiangyang Municipal government hotline 12345 telephone platform received a total of 168402 calls,there were 41716 calls for consultation and 27632 calls for help in the early stage of the epidemic,which increased to 52352 and 35016,respectively,in the later stages of the epidemic;the number of complaint calls before the epidemic was 919,and the number decreased to 874 after the epidemic;the number of advice calls increased significantly from 287 before the epidemic to 530 after the epidemic;there were only 30 praise calls before the epidemic,but 74 after the epidemic;there were significant differences in the total number of calls and the number of calls for consultation,help,complaint,suggestion and praise before and after the epidemic(P<0.05).In addition,there were 29083 calls related to novel coronavirus infections,mainly concentrated in the 4th to 7th week of 2020,with 4235,11056,6589 and 7203 calls,respectively;the peak period was mainly in week 5,and the main types were inquiries(4796 calls),suggestions(1194 calls)and complaints(3359 calls);the consultation calls mainly involved personal issues such as transportation,material procurement,donation and city closure;the complaint calls mainly involved social is-sues such as masks,hotels,tickets and work style;the suggestion calls focuses on the the problems of including isolation,diagnosis and treatment,and prevention and control of COVID-19 in the whole society.Conclusion At different time periods before and after the epidemic,citizens reported psychological discomfort to the novel coronavirus outbreak through telephone calls;social behavior and individual psychological behavior embody the ethics,that is,the principles of no harm,benefit and justice,but there are problems of unequal distribution.It is necessary to balance the relation-ship between management departments and the masses,balance the relationship between government emergency prevention and control and national economic development,and balance the relationship between public health emergency response and peacetime war.