At present, about 60% of incoming calls are made by appointment, and other inquiries and complaints account for less than 40%. However, due to the reverse access order of reservation registration, users wait too long to hear voice messages when making a phone call. After sorting out and analyzing the dialing records of the first nine months, the existing 1 1 function module was adjusted in an orderly manner according to the total number of calls received, and it was updated on June 25th. Compared with the previous stage, the optimized process saves the waiting time of about 5- 10 seconds for the reserved users, and reduces the possibility of users dialing other hotlines by mistake.
The adjusted Tianjin 12320 voice menu includes four first-level modules, including appointment registration, health consultation, reporting and blood donation service, and nine second-level functional modules, including animal bite consultation, psychological assistance consultation, AIDS consultation, vaccination consultation, children's health consultation, health knowledge consultation, women's health consultation, health supervision complaint reporting and public health emergencies. Through this adjustment, the process of dialing 12320 can be better optimized and the user experience can be improved. Tianjin 12320 Management Office will also continuously optimize and improve the service content through resource integration, accumulate management experience for the next step of building a call center with fixed seats under the leadership of the publicity center, and strive to make Tianjin 12320 health hotline a satisfactory public welfare hotline in the eyes of Tianjin citizens.
Since 2000, China's government informatization construction has entered a stage of rapid development. The Ministry of Information Industry has set up a 5-digit code number resource starting with 123 as a public service telephone used by government departments. Many ministries and commissions have set up 123** government public service telephones to keep abreast of people's feelings, solve hot and difficult problems reflected by the masses, and strengthen ties with the masses.
12320 is a national unified public health telephone under the leadership of the national health and family planning commission, and it is an important part of the construction of health service system. Responsible for disseminating health laws, regulations and policy information to the public, popularizing health knowledge and skills, accepting public consultation, complaints and reports, guiding the masses to seek medical treatment scientifically, and implementing public opinion monitoring, analysis and feedback of public health emergencies. With the continuous improvement of the service function of 12320, the service scope has expanded rapidly. In order to give full play to the hotline function, the Ministry of Health officially renamed the "Health Service Telephone" as "1238" on March/20 12320.
Tianjin 12320 health hotline was officially opened on 20 12 12 3 1. Under the leadership of Tianjin Municipal Health Bureau, this hotline is responsible for accepting public consultation and reporting, conducting public opinion monitoring of public health emergencies, analyzing and giving feedback, and disseminating scientific and health knowledge. It is an important channel for health departments to convey government information, understand social conditions and public opinion, and respond to social concerns. It is also a public welfare hotline set up by the government to meet people's health needs and people's right to know, participate and express in health work.
Tianjin Health Hotline 12320 undertakes three main service functions: consultation, report and appointment registration. At present, it includes psychological assistance, child health consultation, maternal health consultation, vaccination consultation, AIDS consultation, animal bite consultation, health knowledge consultation, and public health emergency report, health supervision, appointment registration, blood donation service, etc. The hotline operates normally at 8:30- 16:30 on ordinary working days. Call 12320 in the city to report, consult and make an appointment to register. And if it is only closed, there is no other information fee.