目的提升“12320”公共卫生公益电话健康传播效果,充分发挥“12320”的服务能力。方法对石家庄市12320公共卫生公益电话运行现状进行分析,探讨进一步扩大“12320”健康传播效果的方法。结果石家庄市是全国最早开通“12320”公共卫生公益电话的城市。开通5年多来,服务渠道日趋完善,服务能力和水平不断提高,影响力逐步扩大,在政务公开、舆情监测、健康传播、风险沟通等方面发挥了重要作用,搭建起了市民和政府沟通的桥梁。结论进一步完善12320公共卫生公益电话长效运行、有效的信息沟通和协调联动机制,提高12320公共卫生公益电话的认知度,真正为百姓解决实际问题。 Objective To improve the health promotion effect of “12320” public health public telephone and give full play to the service ability of “12320”. Methods The operation status of 12320 public health public telephone in Shijiazhuang was analyzed to explore ways to further expand the health effects of “12320”. Results Shijiazhuang City is the earliest city to open “12320” public health public telephone. Since its opening five years ago, its service channels have been perfected, its service capability and standard have been constantly improved, its influence has been gradually expanded, and played an important role in open government affairs, public opinion monitoring, health communication and risk communication, and established a platform for communication between citizens and the government bridge. Conclusion Further improve the long-term operation of 12320 public health public telephone, effective information communication and coordination linkage mechanism to improve the public awareness of 12320 public health phone calls, and really solve practical problems for the people.