2013年广东省东莞市12320卫生热线电话数据分析

摘要

Objective To analyze the data from 12320 Health Hotline of Dongguan City in 2013,and provide de-velopment strategies for 12320 Health Hotline.Methods Statistical analysis were carried out for service types,classifica-tions of service,complaint calls and consulting calls from monthly report of 12320 Health Hotline of Dongguan City.Results 12320 Health Hotline of Dongguan City provided 1641 times service in 2013,including artificial call answers (47.04%), voice answering services (51.80%)and call-back services (1.16%).There were 53.11% wrong calls among 772 answer calls.Among 76 complaint calls,30.26% were for medical services and 69.74% were non-health function.In 281 consult-ing calls,22.06% were about infectious disease,20.64% about non-health function, and 19.22% about medi-cine.Conclusion It is suggested to strengthen publicity and adjust service time by telephonist.%目的：分析东莞市12320卫生热线电话数据，为热线制定发展对策提供依据。方法收集东莞市12320卫生热线2013年全年数据统计月报表，对热线的服务方式、服务类别、投诉和咨询话务等进行统计分析。结果东莞市12320卫生热线2013年全年话务总量为1641件次，分为人工接听话务、留言录音话务和主动回拨话务3类，分别占47．04％、51．80％和1．16％。772件次的人工接听话务中，错误拨打和无声来电占53．11％。全年76件次的投诉来电，以医疗服务类投诉和非卫生职能范围内投诉为主，分别占30．26％和69．74％。全年281件次的咨询来电，话务量前三位依次是传染病咨询、非卫生职能范围内咨询和寻医问药咨询，分别占22．06％、20．64％和19．22％。结论建议在东莞市内加大对12320卫生热线的宣传，其中尤其要注重加大对热线基本职能和服务范围的重点宣传，并适当调整和延长热线的人工服务时段，丰富服务方式。