The commonweal telephone number 12320 of Beijing Public Heath has been put into operation for a year. Statistically, nearly 250, 000 service requests from all around China and countries and regions such as Hongkong, Macao, America, Japan, Australia, etc. have been dealt. 12320 are quite popular among public and the incoming calls keep increasing all the time. With the help of Beijing 12320, a sir from Jiling province who comes to Beijing for treatments emotionally said that: “nowadays, people in China are no longer short of money, necessities, or stars. So what are people short of? It is the service platform like 12320!” 12320 has become a good indispensable assistant for people!
Among the dealt consultations of people in 2007, consultations for prevention immune knowledge, consultations for hospitalizing, consultations for infectious diseases, and medical complaints rank among the top. In the consultations for prevention immune knowledge and infectious disease, those for hydrophobia and aids take the highest proportion. The hot issues mainly refer to the promulgation of heath policy, the implementation of the policy of benefiting the people and the development of patriotic health campaign. For example, once the policies and activities such as the non-difference rate sale of common drugs in communities, emergency vaccination of measles and epidemic encephalitis for 800,000 migrant workers, free pit and fissure sealant for children from 6 years old to 9 years old in Beijing, the application of family sickbed service for citizens who suffer from 6 kinds of diseases, the initiation of experiments of nursing system in 9 hospitals, the inter recognition of partial examination results between third grade hospitals, to push forward hospitalizing in real name, the cleaning for the central air supply system the free vaccination of flu for 60-year-old above old men with household registration of Beijing and students of middle schools and primary schools, and the unified cockroach-killing policies and activities. Once issued, 12320 would instantly become the hotline of people’s consultations. Especially on the second day that the policy of deductions and exemptions on the vaccination of flu was announced, the artificial daily dealing of incoming call reached to 3172.
The commonweal telephone number 12320 of Beijing Public Heath is the sub-center of Beijing Governmental Center for Non-Emergency Aid Service. It mainly deals with the complaints of public health such as public health incidents, food sanitation, and illegal medicine practices, and the appealing of medical health services; it also provides consultation services such as health policies, laws and regulations, the preventions of infectious and chromic diseases, health protection, hospitalizing, and the health supervision enforcement, etc. 12320 attaches much importance on the people’s complaints. In 420 dealt complaints, 344 have been completed with the completion rate of 82%. Among them, 75% complaints are completed in 3 to 7 days.
The 12320 can provide services such as operator, voice, fax and message services, etc. People can also log on the newly founded website, www.bj12320.org, to consult. We hope that citizens can make full use of the platform as well as that 12320 can serve people better.