南京市疾控机构线上咨询数据特征分析

职业与健康 ›› 2025, Vol. 41 ›› Issue (20): 2857-2861.

南京市疾控机构线上咨询数据特征分析

卞增惠¹, 张钟¹, 孙红敏¹, 朱澜澜¹, 张宁²

1.南京市疾病预防控制中心应急办,江苏南京 210003;
2.南京市秦淮区疾病预防控制中心急性传染病防制科,江苏南京 210004

收稿日期:2025-02-18 修回日期:2025-03-03 发布日期:2025-12-15
通信作者: 张宁,主任医师,E-mail：18912951999@189.cn
作者简介:卞增惠,女,副主任医师,主要从事卫生应急管理与突发公共卫生事件处置工作。
基金资助:
南京市卫生科技发展专项资金项目（GBX22308,GAX23300）

Analysis of characteristics of online consultation data from Nanjing municipal disease prevention and control institution

BIAN Zenghui¹, ZHANG Zhong¹, SUN Hongmin¹, ZHU Lanlan¹, ZHANG Ning²

1. Emergency Management Office,Nanjing Municipal Center for Disease Control and Prevention,Nanjing,Jiangsu 210003,China;
2. Department of Acute Infectious Disease Control,Nanjing Qinhuai District Center for Disease Control and Prevention,Nanjing,Jiangsu 210004,China

Received:2025-02-18 Revised:2025-03-03 Published:2025-12-15
Contact: ZHANG Ning,Chief physician,E-mail：18912951999@189.cn

摘要/Abstract

摘要： 目的建立疾病预防控制机构线上咨询平台,对咨询数据进行分析,以了解人群公共卫生信息需求,为促进公共卫生资源优化配置提供参考。方法搭建智能对话机器人并接入南京市疾病预防控制机构的微信公众号,为公众提供公共卫生信息咨询服务;应用Joinpoint回归（joinpoint regression,JPR）模型计算每日变化百分比（daily percent change,DPC）和平均每日变化百分比（average daily percent change,ADPC）,评价机器人应答能力随时间的变化趋势;分析咨询信息的时间分布、病种分布和主题分布并作可视化呈现。结果 2023年6月—2024年8月,用户共计咨询25 766条,平均每日58条,归纳合并后形成294条诉求清单。机器人每日有效回复率为97.9%（96.1%~100.0%）,呈现早期迅速上升（DPC=2.43%,P<0.01）、后期高位稳态（DPC=0,P<0.01）的趋势;机器人每日精准回复率为64.0%（60.0%~69.0%）,呈现早期迅速上升（DPC=6.58%,P<0.01）、中期缓慢上升（DPC=0.14%,P<0.01）、后期高位稳态（DPC=0,P>0.05）的趋势。用户在不同工作日、不同时间段的咨询量存在差异,周一的8~16时、周二的10~14时是咨询量最为集中的时间段。高频咨询的病种包括艾滋病3 334条,占28.5%;狂犬病2 599条,占22.2%;人乳头瘤病毒（HPV）感染2 369条,占20.3%;乙型炎肝933条,占8.0%;水痘及带状疱疹267条,占2.3%,合计占总量的82.6%。咨询量最多的5类问题为疫苗接种7 900条,占52.3%;检测与咨询2 701条,占17.9%;健康检查1 749条,占11.6%;健康科普1 389条,占9.2%;疾病防控措施550条,占3.6%,合计占总量的94.6%。结论智能线上咨询成为解答公共卫生咨询、了解公共卫生需求的有效途径。公共卫生资源投放应当优先考虑重点病种、重点时段,疫苗接种、传染病筛查、健康科普宣教、公共卫生服务信息化和完善跨部门协同工作机制是公共卫生资源应当重点配置的领域。

关键词: 智能对话机器人, 线上咨询, 公共卫生服务, 需求分析, 资源配置

Abstract: Objective To establish an online consultation platform for disease prevention and control institutions,analyze the consulting data to understand the public health needs,and provide references for optimizing the allocation of public health resources. Methods Construct an intelligent dialogue robot and apply it to the WeChat public account of Nanjing Disease Control and Prevention to provide public health information consultation services.Apply the joinpoint regression(JPR) model to calculate the daily percent change(DPC) and the average daily percent change(ADPC),assessing the trend of the robot's response capability over time.Analyze the distribution of consultation information by time,disease type,and topic,and present it visually. Results From June 2023 to August 2024,users submitted a total of 25 766 consultations,averaging 58 per day.These were categorized and merged to form a list of 294 distinct requests.The robot's daily effective response rate was 97.9%(96.1%-100%),showing a trend of rapid increase in the early stage(DPC=2.43%,P<0.01) and a high-level steady state in the later period(DPC=0,P<0.01).The robot's daily precise response rate was 64.0%(60.0%-69.0%),exhibiting a trend of rapid increase in the early stage(DPC=6.58%,P<0.01),slow increase in the middle stage(DPC=0.14%,P<0.01),and a high-level steady state in the later period(DPC=0,P>0.05).The volume of inquiries varied across different weekdays and time slots,with the highest concentration of consultations occurring between 8 to 16 o'clock on Mondays and 10 to 14 o'clock on Tuesdays.The most frequently consulted diseases included AIDS(3 334,28.5%),rabies(2 599,22.2%),HPV infection(2 369,20.3%),hepatitis B(933,8.0%),chickenpox and herpes zoster(267,2.3%),collectively accounting for 82.6% of the total consultation volume.The top five categories of inquiries were vaccination(7 900,52.3%),testing and consultation(2 701,17.9%),health check-ups(1 749,11.6%),health education(1 389,9.2%),and disease prevention and control measures(550,3.6%),together accounting for 94.6% of the total. Conclusion Intelligent online consultation has become an effective way to answer public health inquiries and understand public health needs.Priority should be given to key diseases and key time periods in the allocation of public health resources. Key areas where public health resources should be allocated more include immunization planning projects,infectious disease screening,health education,public health service informatization,and the improvement of cross-departmental collaborative working mechanism.

Key words: Intelligent dialogue robot, Online consultation, Public health services, Demand analysis, Resource allocation

中图分类号:

R195

卞增惠, 张钟, 孙红敏, 朱澜澜, 张宁. 南京市疾控机构线上咨询数据特征分析. [J]职业与健康, 2025, 41(20): 2857-2861.

BIAN Zenghui, ZHANG Zhong, SUN Hongmin, ZHU Lanlan, ZHANG Ning. Analysis of characteristics of online consultation data from Nanjing municipal disease prevention and control institution. [J]OCCUPATION AND HEALTH, 2025, 41(20): 2857-2861.

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