Analysis on data of 12320 health hotline and public opinion monitoring during epidemic period of COVID-19 in Guangzhou

ABSTRACT

Objective To analyze the data collected by 12320 health hotline and network public opinion since the outbreak of Corona Virus Disease 2019 (COVID-19) in Guangzhou, and to provide development strategies for health administration departments. Methods The telephone work orders of 12320 health hotline public consulting in Guangzhou, quantity of confirmed cases of COVID-19 daily disclosed by Guangzhou Municipal Health Commission and data of network public opinion (Search Indexes out of Baidu Indexes) from January 21 to May 31,2020 were collected and analyzed. Results A total of 60 421 times public call consultations of 12320 health hotline in Guangzhou from January 21 to May 31, 2020 were counted, there were 40 607 consultations related to COVID-19,accounting for 67. 2% of total consultations. Top three of consultations of COVID-19 were 17 271 times (42. 5%) for the policy category, 12 328 times ( 30. 4%) for supervision category, and 5 489 times (13. 5%) for cognition category. The quantity of COVID-19 related consultations and data of network public opinion showed a synchronous rising trend with the increase of confirmed cases in Guangzhou. When confirmed cases of COVID-19 imported from overseas were found, whereas the data of network public opinion did not increase, the consultations of 12320 health hotline reached a peak, which still maintained a high level of fluctuations after the national epidemic prevention and control entered the normalization stage. Public consultation hot topics drew varied at different periods of epidemic of COVID-19. Conclusion The 12320 health hotline in Guangzhou objectively and truly reflect the demands of the public for COVID-19 related information, and plays an important role in public opinion monitoring and risk communication. © 2022, Editorial Department of Medical Pest Control. All rights reserved.