Analysis on the Characteristics of Government Hotline Cases in Grassroots Disease Prevention and Control Institutions From 2017 to 2022
Objective To analyze the number of appeals volume and causes for complaints received by the primary institutions for disease prevention and control from 2017 to 2022,so as to provide reference for handling such hotline complaints in disease prevention and control institutions.Methods Retrospective comparative analysis was made on the government hotline work orders received from 2017 to 2019(routine prevention and control period)and 2020 to 2022(dynamic prevention and control period).A descriptive analysis was made on the cause types of complaints and the distribution of department in question.To explore the changes in complaints between two period.Results The number of work orders for the primary institutions for disease prevention and control during the dynamic prevention and control period(6 974 cases)was 23.6 times higher than that in the routine control period(284 cases).The proportion of cases caused by appeals of"public health service quality"(7.75%)and"accessibility of public health service"(49.30%)during the routine control period was higher than that of similar cases(3.63%and 19.29%)during the dynamic prevention and control period.The proportion of"management measures"(27.37%)cases in the dynamic prevention and control period was lower than that in the routine control period(33.10%),and the number of"data informatization"cases was more prominent during the dynamic prevention and control period.Conclusion The strategy of dynamic prevention and control period has directly affected citizens'experience in accessing public health services,leading to changes in the reasons for citizens'demands.Primary institutions for disease prevention and control should improve their capacity to handle government hotlines by improving their capacity to provide public health services,taking appeals as the orientation,and strengthening communication training.
primary institutions for disease prevention and controlgovernment hotlinepublic health servicescitizen demandcomplaint characteristicsretrospective study
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