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[目的 ]探讨防治SARS中热点问题的变化及其影响因素 ,为应对突发性公共卫生事件开展热线咨询服务提供借鉴。[方法 ]收集我省SARS咨询热线的电话记录 ,把内容分成 8大类 ,并根据通话量分成 3个阶段 ,对各类问题和在 3个阶段的构成比及影响因素进行比较分析。[结果 ]通话量与国家公布的疫情数字呈正相关 ;询问疫情在 5月 6～ 10日有一小高峰 ;询问症状、公众支持和反映问题的构成比相近 ;询问防护措施呈下降趋势 ;询问防治对策呈上升趋势。[结论 ]权威部门公布的疫情对群众关注程度具有主导影响力 ;必备的医学知识对热线咨询人员而言不可缺少 ;群众在防治SARS过程中始终保持较高积极性和警惕性 ;在后期人们更关心各项防治政策措施。
[Objective] To discuss the changes and influencing factors of hotspot issues in prevention and treatment of SARS, and provide reference for hotline consultation services in response to sudden public health events. [Methods] The telephone records of the SARS consultation hotline in our province were collected, and the content was divided into 8 categories. According to the volume of calls, it was divided into 3 phases. The composition ratios and influencing factors of various problems and the three phases were compared and analyzed. [Results] The call volume was positively correlated with the number of epidemic cases announced by the state; the epidemic was asked to have a small peak from May 6 to 10; the composition ratio of asking questions, public support, and reflecting problems was similar; the protective measures were asked to decline; the prevention and control measures were asked. Upward trend. [Conclusion] The epidemic announced by the authoritative department has a dominant influence on the degree of concern of the people; the necessary medical knowledge is indispensable to the hotline consultants; the people always remain highly motivated and vigilant in the prevention and treatment of SARS; Concerned about the prevention and control policies and measures.