摘要
目的分析2023年北京市预防接种公众诉求(以下简称工单)特征,了解公众的关注点和需求,为进一步提高全市预防接种服务质量提供参考。方法通过市、区两级疾病预防控制中心(CDC)收集2023年北京市12345市民服务热线和网络平台等来源的预防接种工单信息,采用描述性研究方法分析工单在时间、地区和内容上的分布特征。采用Spearman等级相关分析各区工单数量与同期疫苗接种数据间的相关性。结果2023年全市共收到预防接种工单4264件,投诉、咨询、建议及其他分别占51.27%、44.65%、3.35%和0.73%;预防接种投诉、咨询和合计工单总量均与疫苗接种数量呈正相关(rs分别为0.621、0.611和0.592,P均<0.05),全市工单出现频率0.04件/100剂次,主城区高于郊区;某民营接种门诊倒闭未及时回退受种者HPV疫苗费用造成6月和7月投诉工单高峰,6月和7月相关工单390件,全年706件。剔除此事件相关工单后,月均工单297件(每月范围为199~447件),日均9.75件(每日范围为6.42~14.42件)。投诉、咨询工单所涉及疫苗均以非免疫规划疫苗为主(分别占58.65%和56.83%),投诉内容主要集中在接种疫苗后不良反应(占33.45%),咨询内容主要集中在接种时间地点(占66.81%)。结论除个别事件造成舆情高峰外,2023年北京市预防接种工单发生频率较低,以对非免疫规划疫苗的咨询和投诉为主,工单数量与接种数量成正相关。建议相关部门高度重视非免疫规划疫苗接种与管理,全面提升北京市预防接种管理与服务水平。
Objective To analyze the characteristics of public appeal related to vaccination services(called as work order)in Beijing during 2023,and to provide reference for improving the quality of vaccination services in Beijing.Methods Work orders from citizen service hotlines and network in 2023 were collected by municipal and district CDC.Descriptive study method was used to analyze the distribution characteristics of specific work order in time,region and content.Spearman correlation was used to analyze the correlation between work order and vaccination service.Results A total of 4264 work orders in 2023 were received in Beijing.The percentages of complaints,consultations,suggestions and others were 51.27%,44.65%,3.35%,0.73%,respectively.The numbers of vaccination complaints,consultation and the total work order were positively correlated with the number of vaccination doses(r,=0.621,0.611,0.592,all P<0.05).The frequency of work order was O.O4 pieces/100 doses with higher frequency in main urban area.Due to the failure to timely refund of a closed private institution,the number of complaints in June and July was peak(390 cases in June and July,and 706 cases in the whole year).Except for the influence of this special event,the average number of work orders was 297 pieces(ranged between 199-447/month),and 9.75 pieces/day(ranged between 6.42-14.42 pieces/day).The work orders of complaint and consultation were both mainly composed of non National Immunization Programme(non-NIP)vaccines(accounting for 58.65%and 56.83%,respectively),and the complaints mainly focused on adverse reactions after vaccination(accounting for 33.45%),the consultation contents mainly focused on the time and place of vaccination(accounting for 66.81%).Conclusions Except for the public appeal caused by a special event,the frequency of vaccination work orders during 2023 in Beijing was at a low level,mainly for consultation and complaints about non-NIP vaccines.The number of work orders was positively correlated with the doses.It is suggested that relevant departments should pay great attention to the vaccination and management of non-NIP vaccines,so as to comprehensively improve the management and service level of immunization in Beijing.
作者
王红梅
李征
纪文艳
王青海
王旭
索罗丹
WANG Hongmei;LI Zheng;JI Wenyan;WANG Qinghai;WANG Xu;SUO Luodan(Beijing Center for Disease Prevention and Control,Beijing 100013,China)
出处
《首都公共卫生》
2025年第6期390-393,共4页
Capital Journal of Public Health
关键词
预防接种
投诉
咨询
政府热线
公众诉求
工单
Vaccination
Complaint
Consultation
Government hotline
Public appeal
Work order
