12320 health hotline spreads health laws, regulations and policies to the public, and popularizes health knowledge and skills, which has become an important window for spreading health policy information and health and disease prevention knowledge; Accepting public complaints and reports, initially forming an appeal expression mechanism, a contradiction resolution mechanism and a rights protection mechanism, and smoothing the communication channels between the government and the public; Carrying out appointment diagnosis and treatment can alleviate the difficulty of seeing a doctor to some extent; In many public health emergencies and major health activities, it has played a prominent role in public risk communication and public opinion monitoring. The health hotline 12320 has gradually developed into a pragmatic answering line for the people, a help line for solving problems for the people, and a contact line between the government and the masses.