Shi Lili, Zhao Tong, Shi Shimiao, Tan Tianyu, Regmi Aksara, Cai Yuyang
Xinhua Hospital, School of Medicine, Shanghai Jiao Tong University, Shanghai, China.
Shanghai General Hospital, Shanghai Jiao Tong University School of Medicine, Shanghai, China.
Front Digit Health. 2025 Feb 10;7:1462167. doi: 10.3389/fdgth.2025.1462167. eCollection 2025.
Our study aims to explore the health service issues of public concern through analyzing the basic characteristics of callers and information from the health hotline in Shanghai. The findings of this study will provide a reference to relevant government departments and assist the government in optimizing the allocation of health resources.
Our research utilized 16,962 original work orders from the 12,320 health hotline, collected since 2015. We applied natural language processing (NLP) to analyze the content of these work orders, facilitating effective text mining and information extraction. Initially, we performed data cleaning to remove irrelevant information and protect caller privacy by anonymizing personal details. This cleaned data was then organized into a structured database for further analysis. Using text mining, we examined various aspects of the calls, including duration, purpose, and topics discussed, to identify patterns and themes that emerged.
The calls were categorized into four main groups: complaints, suggestions, inquiries, and requests for assistance. Complaints were the most frequent category, totaling 8,669 (51.11%), followed by help-seeking at 3,335 (19.66%), consultations at 2,727 (16.08%), and comments and suggestions at 1,484 (8.75%). The analysis revealed that men made 6,689 (56.88%), surpassing the 5,071 (43.12%) from women. Additionally, calls from parents numbered 2,126 (56.84%), slightly exceeding the 1,614 (43.16%) from children. The top 10 health service concerns identified in Shanghai included medical staff attitudes, medications, fees, registration, family planning, medical disputes, ambulance services, environmental health, illegal medical practices, and immunization.
This study not only identifies critical issues within the Shanghai health service system but also offers actionable insights to inform targeted policy interventions. The high volume of complaints regarding service attitudes and medical expenses underscores the need for stronger policies to improve patient-provider communication and ensure transparency and fairness in healthcare costs. Additionally, the data reveals considerable public concern about the availability and quality of medical services, suggesting that existing policies on resource allocation and service delivery may not adequately meet population needs. The methodologies employed here can be applied to other urban health contexts, providing a valuable framework for improving public health strategies globally.
本研究旨在通过分析上海市健康热线来电者的基本特征和热线信息，探索公众关注的卫生服务问题。本研究结果将为相关政府部门提供参考，并协助政府优化卫生资源配置。
我们的研究使用了自2015年以来从12320健康热线收集的16962份原始工单。我们应用自然语言处理（NLP）来分析这些工单的内容，以促进有效的文本挖掘和信息提取。首先，我们进行数据清理，去除无关信息，并通过匿名化个人细节来保护来电者隐私。然后将清理后的数据整理成结构化数据库进行进一步分析。通过文本挖掘，我们检查了通话的各个方面，包括时长、目的和讨论的主题，以识别出现的模式和主题。
这些通话被分为四大类：投诉、建议、咨询和求助。投诉是最常见的类别，共计8669例（51.11%），其次是求助，为3335例（19.66%），咨询为2727例（16.08%），意见和建议为1484例（8.75%）。分析显示，男性来电6689例（56.88%），超过女性的5071例（43.12%）。此外，家长来电2126例（56.84%），略超过儿童的1614例（43.16%）。上海确定了十大卫生服务关注点，包括医务人员态度、药物、费用、挂号、计划生育、医疗纠纷、救护车服务、环境卫生、非法行医和免疫接种。
本研究不仅识别了上海卫生服务系统中的关键问题，还提供了可采取行动的见解，为有针对性的政策干预提供参考。关于服务态度和医疗费用的大量投诉凸显了加强政策以改善医患沟通并确保医疗费用透明度和公平性的必要性。此外，数据显示公众对医疗服务的可及性和质量高度关注，这表明现有的资源分配和服务提供政策可能无法充分满足民众需求。这里采用的方法可以应用于其他城市的卫生环境，为全球改善公共卫生战略提供一个有价值的框架。
