Study On Government Health Hot Line Construction Based On Orientation Of Public Service

With the rapid development and increasing popularity of the network and information technology, that electronic public service provides high quality and efficient public service by electronic means has become a new hot spot for the transformation of government departments in our country. Health hotline 12320 is a health public beneficial hotline advocated by the National Health and Family Planning Commission. Through a variety of media forms, such as the hotline, website, SMS, WeChat, micro-blog and the mobile client, an interactive, open, personalized information consulting and medical services will be provided to the public. The construction of health hotline 12320 aims to optimize public health services, to improve the health literacy of citizens, and to build a service-oriented government.Health hotline 12320 plays a positive role in the popularization of health knowledge and health legal policies, advocating public participation and supervision, promoting the government's self-construction and other aspects. But at present,12320 hotline construction levels are uneven from a nationwide perspective. Low utilization rate of hotline, passive response, poor quality of service, insufficient departmental collaboration, and defect of assistant decision-making function, these problems are omnipresent. Questions are posed about how to solve these problems? It needs to establish a "Citizen-centered "service concept essentially in order to create a government public health service brand and seek social equity and democratic value.With the new public service theory as the foundation, combined with the construction of National Health Hotline 12320,specific to X Province Health Hotline 12320 as a case, this paper analyzes the problems and reasons existing in the current government health hotline, and uses the advanced experience of Nanjing City 12320 hotline construction as reference, putting forward the " Citizen-centered " strategies and suggestions to improve the construction of the health hotline.