Since the outbreak of this round of epidemic, Guiyang 110, 120, and 12345 hotlines have strengthened linkage and coordinated cooperation. By establishing a linkage mechanism, it accepts citizens' inquiries, help, complaints, reports and suggestions 24 hours a day, opens up channels for citizens to report, seize the speed of completion, and strictly supervise them, to ensure timely response and efficient resolution of citizens' demands during the epidemic.
A, strengthen the linkage of rescue hotlines 110 to help the needy people
"Hello, now there is an elderly person who has suddenly had cerebral infarction , and needs emergency treatment, and needs police help."
"Okay, let's contact the nearby police immediately."
On the morning of September 16, the 110 alarm service platform of Guiyang Municipal Public Security Bureau received a call for help, saying that an elderly person had a cerebral infarction at home on Huagu Road, Huaxi District, and could not speak or move. The situation was very urgent. All emergency vehicles in the hospital have been dispatched and could not arrive in time. He asked the police for assistance. After learning about the situation, the police on duty immediately dispatched the police in the jurisdiction to the elderly’s home to provide emergency assistance.
grid police learned about the situation and rushed to the scene quickly. The old man's eyes were closed, his face was pale, and his expression was very painful. The police immediately bent down, loosened the patient's collar and belt, and turned the old man's head to one side to avoid vomiting and aspiration.
Because the elderly’s residence is located on the third floor, the corridor is narrow, and there is a staircase for only one person on the way. There is no stretcher, and it cannot be provided by carrying two people or working together to provide assistance.
"If there is no stretcher, we will carry it!" After communicating with the family, the two team members took turns carrying the old man downstairs and quickly took it to the police car. Afterwards, the police dropped all the windows on all sides to ensure that the oxygen in the car was sufficient, and kept talking to the old man, "Mother-in-law, we are about to go to the hospital. You stick to it, it's okay, we'll be with you! We must persevere!" Along the way, the police lights flashed and the sirens kept ringing, and the old man was sent to Huaxi District People's Hospital for treatment as quickly as possible.
Due to the timely operation, the old man was quickly out of danger of his life. The old man's family held the police's hands tightly and expressed their gratitude again and again: "My mother-in-law may be in danger if she arrives one minute late, thank you!"
This is a typical microcosm of the joint acceptance of the public's request for help during the epidemic.
"During the epidemic, we have strengthened the docking and contact with the health and health departments, and the 'point-to-point' coordination and linkage with the 120 emergency hotline. We have arranged special personnel to maintain information flow and sharing and dual-line command and dispatch for 24 hours to ensure that emergency medical assistance patients can seek medical treatment in a timely manner." Jiang Ting, instructor of the 110 alarm service desk of the Guiyang Public Security Bureau Command Center, introduced.
During the epidemic prevention and control period, help-seeking police incidents account for a large proportion. In order to solve the problem of "urgent, difficult and anxious" among the people, the Guiyang Municipal Public Security Bureau optimized the deployment of police forces, and scientifically arranged police officers and used them scientifically.
Jiang Ting said that the public security organs will provide full assistance to police incidents that concern the safety of people's lives; for assistance matters that cannot be solved outside the scope of the functions of the public security organs and will actively coordinate with relevant functional departments to resolve them. In addition, on the basis of arranging police and vehicles to form a charity fleet for the public security organs, the transportation department also coordinated the dispatch of rental vehicles to participate in charity assistance.
In addition, in order to further promote synergy and linkage, the Municipal Party Committee Political and Legal Affairs Committee and the Municipal Public Security Bureau jointly studied and issued the "Implementation Plan for Further Promoting the Linkage of the 12345 Government Service Convenience Hotline and the 110 Alarm Service Desk", which clarified the aspects of division of jobs, hierarchical linkage, data sharing, and efficient collaboration to ensure that emergency help from the masses can be solved quickly and efficiently.
B, add dispatch seats 120 to open up rescue channels in time
"Hello! This is Guiyang Emergency Center. What can I do if I can help you?"
"I have a pregnant woman at home that is about to give birth, but we live in a high-risk control community, what should I do?"
In the early morning of September 8, a phone call from Guiyang Emergency Center disrupted the tranquility of the night. After inquiring by the 120 dispatcher, it was learned that a pregnant woman in Tianmi Town needs to go to the hospital for treatment due to premature rupture of membranes.Since Sweet Town was a high-risk control area at that time, and the patient's health code was also a yellow code, the patient urgently needed an ambulance to be transferred to the hospital. At that time, the ambulances in the city were all in the emergency task and could not send a car.
dispatcher comforted the patient while checking on the emergency dispatch system. More than ten minutes later, an ambulance was completed at the direct branch of Guiyang Emergency Center. The dispatcher immediately contacted the doctor on the ambulance and asked him to rush to the scene to treat the patient. Since the patient's health code was a yellow code, the emergency doctor rushed to the scene, the dispatcher of the Guiyang Emergency Center and the pre-hospital emergency doctor urgently helped the patient contact the , Guiyang First People's Hospital, which could treat the yellow code patients, and successfully sent the patient to Guiyang First People's Hospital for treatment. The pregnant woman gave birth to a boy safely at 10:00 on September 8.
"Cases like this have been staged during the epidemic, and it is normal in our work. There are no grand deeds, no heroic feats, only busy backs, and only silent dedication to keep the outposts of the epidemic." Chen Yong, director of the Office of Guiyang Emergency Center, said that in the face of the epidemic, Guiyang Emergency Center allocates first aid forces according to the development of the epidemic, enhances command and dispatch capabilities, and strengthens the responsibilities of the leaders in charge of the shift, analyzes daily dispatch data, summarizes difficult problems and solutions. While ensuring the normal operation of the center, overtime organize all dispatchers and center staff to train the rescue and transfer process during the epidemic to ensure smooth alarm reception, complete the first aid dispatching service guarantee tasks with high quality, and establish a fast response, safe and reliable pre-hospital medical emergency service mechanism.
"From 0:00 on September 5, except for Huaxi District and Huaguoyuan area, temporary static management will be implemented in some areas of the city. Except for the protection vehicles holding passes, all other vehicles are prohibited from entering and leaving. In principle, personnel only enter and leave. For a time, medical treatment, material guarantee, temporary travel and other living needs issues closely related to citizens have followed one after another." Chen Yong told reporters that the number of telephone calls in the municipal emergency center has suddenly surged from more than 2,000 per day before the epidemic. The peak period of total telephone calls on September 6 reached 13,667 per day. The total number of calls remained above 7,000 times per day from September 5 to 17. The total number of calls per day has decreased after September 17, but it is still higher than usual, with the minimum total number of calls per day. "Through this epidemic, the 120 emergency hotline has undertaken the highest number of calls in incoming calls in history, which is a great test for dispatchers."
"We connect patients on one end and hospitals on the other end. One phone call and an ambulance are related to the life and death of every patient. We cannot and will not miss any call in. Each dispatcher works more than 12 hours a day, and there are throat candies and mineral water on their desks. Even if they eat or drink water, they do not leave the answering seat. After a moment of going to the toilet, other colleagues will be responsible for answering the answer." Chen Yong told reporters that in order to respond to the demands of the masses in a timely manner, the municipal emergency center has increased the original 120 dispatching seats from 4 to 10, and requires emergency network hospitals to increase personnel and vehicles to alleviate the demand for pre-hospital emergency services.
"During the lockdown period, most of the calls we received concentrated in several groups: First, patients with hemodialysis seek medical treatment. These patients originally had to go to the hospital for to dialyze three times a week, but the sudden lockdown made them at a loss. Some pregnant women also need to go to the hospital for regular prenatal check-ups, and some patients with sudden diseases such as heart disease need to travel for 120 to seek medical treatment." Chen Yong said that the Municipal Emergency Center will further strengthen the management of the 120 emergency system, optimize the emergency medical treatment process, timely dispatch, coordinate, and promptly answer questions and questions, and help everyone who calls 120 to maximize the meeting of citizens' first aid needs and ensure the safety of people's lives.
C, build a "bridge of connections" 12345 hotline actively solves citizens' demands
Since this round of epidemic outbreak, Guiyang City's 12345 hotline has fully played the role of "bridge of connections" and actively helped citizens coordinate and resolve the demands of epidemic prevention and control.
In response to the prominent people's livelihood issues reflected by citizens, the city's 12345 hotline actively responds to the concerns of the masses through measures such as increasing personnel strength, strengthening business training, optimizing work mechanisms, and broadening channels for demand.Since the outbreak of the epidemic, the total number of hotline calls has been 982,677, an increase of 283.32% year-on-year.
"Since the outbreak of the epidemic, we have integrated the provincial 12345 hotline, the municipal 110 hotline and other departments, organized more than 300 people to conduct scientific and reasonable scheduling, and optimized the 12345 acceptance and dispatch process according to the principle of quick reception and quick transfer, and provided citizens with policy answers and request transfer as soon as possible to provide citizens with effective services to the greatest extent." Zhou Mei, director of the Public Service Department of Guiyang Social Governance Comprehensive Service Center, introduced.
In response to the urgent and anxious problems of the people, the city's 12345 hotline immediately adjusted the case acceptance and dispatch mechanism, and listed all cases related to the epidemic as emergency dispatch cases. As soon as possible, the public consultation questions will be answered in a timely manner according to the industry authorities and relevant policies, and the help and reporting questions will be transferred to all levels and departments as soon as possible.
At the same time, the provincial and municipal linkage command centers have added forces to the city's 12345 hotline, integrated the 12345 hotline and the green ribbon heartwarming service hotline matrix platform, deepened the "Shuangshuang Guiyang Heartwarming Action", and set up a special working team to provide special personnel to supervise the needs of the people through telephone dispatching, key dispatching, etc. to ensure that the people's needs are responded to in a timely manner.
"We will effectively increase the coordination and linkage between relevant provincial and municipal departments, coordinate the 12345 hotline of the relevant working groups of the provincial and municipal linkage command headquarters, and promote the resolution of key issues to the greatest extent." Zhao Xin, deputy director of the Grid Construction Department of Guiyang Social Governance Comprehensive Service Center, said.
Next step, Guiyang City 12345 hotline will respond to citizens' demands in a timely manner through telephone dispatch, key dispatch and other methods on the basis of continuously strengthening departmental linkage. In response to the situation of the people's various demands reflected during the epidemic, we will promptly sort out and summarize them, analyze prominent problems and typical cases, give full play to the role of a "bridge of hearts" and promote the maximization of the solution of people's demands.
Guiyang Daily Media Reporter Zhang Jing Li Wei
