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目的通过对河北省“12320”公共卫生公益电话建设情况进行回顾总结及对运行情况调查,探索出了适用于我省的“12320”公益电话建设特点及模式。方法总结河北省“12320”公共卫生公益电话的筹建、开通过程,分析当前热线电话运行状况、特点以及取得成绩。结果根据河北省的实际情况,在11个设区市分别建立独立“12320”呼叫中心,具有本地特色,能够较好的开展政策解答、健康咨询、投诉举报等多项职能,特别是在面对突发公共卫生事件时,能够及时进行舆情监测和风险沟通,充分发挥“12320”卫生电话与大众沟通的桥梁作用。结论河北省“12320”公共卫生电话具有河北特色,功能齐全、充分发挥了应有的作用,此种模式值得在全国推广。
Objective To review and summarize the construction of public health public telephone in 12320 in Hebei Province and investigate the operation situation, and explore the features and modes of “12320 ” public service telephone construction in our province. Methods To summarize the preparation and opening of “12320” public health public telephone in Hebei Province, and to analyze the current hotline telephone operation status, characteristics and achievements. Results According to the actual situation in Hebei Province, independent “12320” call centers were set up in 11 districts and cities, respectively, with local characteristics and able to carry out many functions such as policy solutions, health consultation and complaint reporting, especially in In the face of public health emergencies, timely public opinion monitoring and risk communication, give full play to “12320 ” health telephony and public communication bridge role. Conclusion Hebei “12320 ” public health telephone has the characteristics of Hebei, fully functional, give full play to its due role, this model is worth the promotion in the country.