During the prevention and control of new coronary pneumonia, in order to quickly respond to public demands and improve health communication strategies, Jiangsu CDC opened a special hotline for epidemic prevention and control. In this empirical analysis, the research team collected and analyzed the answering situation of emergency hotline between January 25 and February 7, as well as the centralized return visit on February 9. The answer rate of all incoming calls was 42.0%, and after the return visit, the resolution rate of all matters was 75.6%. It is found that the emergency hotline has played a great role in the prevention and control of the new coronary pneumonia, but there are also problems such as the insufficient government emergency management ability, lack of effective government service hotline function, insufficient of public health personnel reserve and professional training, and lack of public emergency health literacy. This study summarized the experience of epidemic prevention and control, and putted forward some suggestions and countermeasures to improve the government"s governance ability, especially the grassroots governance capacity; the construction of hotline service team; and the integrating of the public health hotline service into the reform of a healthy disease prevention and control system.