新型冠状病毒肺炎疫情防控中应急热线回应现况与对策研究
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江苏省哲学社会科学优秀创新团队建设项目


Study on the current situation and countermeasures of emergency hotline response in COVID⁃19 prevention and control
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    摘要:

    新型冠状病毒肺炎(简称新冠肺炎)疫情防控期间,为了快速回应公众诉求、针对性改善健康传播策略,江苏省疾病预防控制中心开通了疫情防控专线。本课题组收集并分析了2020年1月25日—2月7日该应急热线接线情况,以及2月9日集中回访情况。所有来电当场解答率42.0%,经回访后,所有事项解决率75.6%。经分析发现,在新冠肺炎疫情防控中应急热线发挥了很大的作用,但也存在政府服务热线功能起效甚微,公共卫生人才储备与专业培训不足,公众应急健康素养缺失等问题。总结疫情防控经验,提出提升政府治理能力尤其是基层治理能力,大力开展热线服务队伍的建设,将公共卫生热线服务融入到大健康的疾控体系改革中去的建议。

    Abstract:

    During the prevention and control of corona virus disease 2019(COVID?19), 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 special hotline has played a great role in the prevention and control of COVID?9, but there are also problems such as the insufficient government emergency management ability, lack of effective function of government service hotline, 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 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.

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陈市耀,吕思源,张宇微,朱 亚.新型冠状病毒肺炎疫情防控中应急热线回应现况与对策研究[J].南京医科大学学报(社会科学版),2020,(4):307~312

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  • 收稿日期:2020-03-17
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  • 在线发布日期: 2020-09-04
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