There are many special needs in special periods and areas： residents’ individual demands and the community’s all-out efforts.

The child should be removed after surgery but can’t go out for medical treatment; Need to get rabies vaccine on time, but was blocked in the community; Isolated at home, I see that the medicine I often take will be broken … … There are all kinds of residents’ demands in the closed control area and the control area every day. How to deal with them quickly? In the past few days, all relevant communities in the city have adopted online and offline methods to achieve 100% response and go all out to handle it.

The resident doctor came to the door to remove the stitches for the child.

Set up a peripheral medical and health group

Resident doctors come to take out stitches for children.

"My child’s finger just had an operation not long ago, and it’s going to be taken out soon. What can I do if I can’t go to the hospital now?" The day before yesterday, Zhao Yuhang, the deputy mayor of Liqiao Town, who was on-site commanding in Houqiao Village, Shunyi District, received such a message for help. Since the first confirmed case appeared on April 23rd, the Houqiao Village with more than 5,600 people has been controlled at different levels. How to meet the different medical needs in the closed area?

After receiving the residents’ demands, Zhao Yuhang immediately contacted Yi Jinzhuo, a doctor stationed in the periphery of the closed control area. Yi Jinzhuo was originally a general practitioner in the town health center. After the closure of Houqiao Village, he and another colleague formed a peripheral medical and health group to conduct online consultation at any time for the medical needs of residents in the closed area. Yi Jinzhuo talked with the parents of the children for the first time to understand the situation, and learned that the day was just the original day of stitches removal, so he decided to go to the residents’ home to remove the stitches for the children. "This situation can’t be delayed for too long, otherwise the wound may fester and infect."

When he came to the residents’ home, Yi Jinzhuo learned that the child’s index finger was injured and he had 4 stitches at that time. Although the wound is only 2 cm, the thread is very thin, and he is wearing a mask and protective glasses, which is difficult to see clearly. "I told myself that I must be careful, and I would rather slow down and take out the stitches safely for my children." It took Yi Jinzhuo more than 30 minutes to finish the original 10 minutes. He breathed a sigh of relief when he watched the child’s wound recover well. "On average, we will consult five or six cases online every day to provide medical guidance to residents. We will do everything we can to help the residents like taking out stitches. "

Zhao Yuhang told reporters that in order to meet the special needs of different groups of people, they have made sufficient emergency plans and divided Houqiao Village into six grids. Each grid has special cadres of the two committees of the village to fully open up the appeal channels and understand the residents’ medical needs, and then they will connect with the peripheral medical and health groups and deal with them according to the actual situation. "If you need to buy medicine, the staff will assist; If we need to see a doctor in an emergency, we will call 120 as soon as possible. In short, be 100% responsive and go all out. "

Community formation of medical treatment and drug purchase groups

Delivered medicine to 239 residents.

Recently, the community of South Road, Jiuxianqiao Street, Chaoyang District organized a full-time nucleic acid test, which made a "silent" WeChat group in the community active again. "When can I do nucleic acid?" "When will the test results come out?" Li Ting, Deputy Secretary of the Community Party Committee, patiently responded to all kinds of inquiries from residents. Li Ting told reporters that this consultation group is actually a group of "seeking medical treatment and buying medicines". "Not long ago, the South Road community was listed as a high-risk gathering area, and the whole community had to be controlled. We immediately went door to door, and in the process, we learned that everyone was worried about not being able to see a doctor." Li Ting said that Nanlu community is an elderly community. Compared with shopping, old people are more worried about not being able to see a doctor and not having enough medicine.

To this end, the community has set up a "medical treatment and drug purchase group", and residents send their demands to the group. Every day, volunteers summarize the information in the group into a drug purchase list, and collect medical insurance cards that night. The next day, special staff members go to the hospital to buy drugs and send them to the control area, and then volunteers return the drugs and medical insurance cards to each resident. "In order to avoid prescribing the wrong medicine, we write a small note on what medicine everyone wants to buy." Li Ting said that the cost of buying medicine was paid in advance by the community, and the residents would pay when the medicine was delivered. "An old man refused to pay for medicine, saying that he had always bought medicine for free." Li Ting calmed the old man’s mood and contacted his children. Only then did he know that the old man’s medicine had been bought by his children, and he had never told the old man about the cost of the medicine, so the old man always thought his medicine was free. The misunderstanding was solved and the old man’s children paid for the medicine.

Li Ting said that residents who need medical treatment can also get in touch with volunteers directly through this group, and the staff’s mobile phones are not turned off for 24 hours. Residents can dial the phone at will in case of emergency. If they need medical treatment, the community will immediately arrange 120 ambulances for closed-loop transportation. "There are many old buildings without elevators in the South Road community. Some patients are inconvenient to move and can only rely on volunteers to lift them a little. During the control period, we bought medicines for 239 residents and accompanied 68 residents to seek medical treatment. Among them, a pregnant woman gave birth to a healthy baby safely. "

Quickly match "professional" volunteers

Respond to the individual needs of residents

"If you don’t deal with it again, I’ll drive to the bayonet. It’s up to you!" Hearing the angry words from the other end of the phone, Li Yinyan, director of the community neighborhood Committee of Yulong District, Guangming Street, Shunyi District, tried to remain calm: "Come to the neighborhood Committee and see how I can coordinate for you." Due to the visit of confirmed cases, Yulong District 6 has been classified and controlled. Mr. Xiao, who just called, called Li Yinyan to vent his anger because he had to vaccinate the second rabies vaccine on time and reflected it to the community, thinking that he had not received a timely reply.

After hanging up the phone, Mr. Xiao came to the neighborhood Committee. As soon as he entered the door, he heard that Li Yinyan was in contact with him to send him out for vaccination. Seeing that everyone was busy with epidemic prevention, Mr. Xiao’s anger disappeared a lot. Li Yinyan told him that just now, an old man’s heart suddenly felt uncomfortable, and another resident with arrhythmia suddenly had a heart fibrillation. She has been helping to contact 120. Mr. Xiao sat in the neighborhood Committee for 15 minutes and saw that the staff kept calling one after another. Li Yinyan made three phone calls to coordinate her own demands. He realized that the community is not facing himself alone, but more than 3,000 people in the whole community.

"I have contacted the doctor, and the doctor said that it would have no effect to play a day late. Besides, the prevention zone will be unsealed tomorrow. For the sake of safety, I suggest you go to the hospital again tomorrow. " Li Yinyan also contacted a professional doctor who was volunteering in the community. After listening to the situation, the doctor also thought that it would not affect the vaccination one day later, and Mr. Xiao’s concerns were dispelled.

How to solve the individual needs of residents in a special period? Li Yinyan has accumulated a lot of experience in her usual work. "We will pay attention to the professional expertise of residents, such as doctors, masseurs, maintenance workers and other technicians. In the event of an emergency, we can always match the corresponding volunteers at the first time." She introduced that because she was worried that the two convenience telephones in the community could not receive residents’ urgent demands in time, Guangming Street announced the mobile phone address books of the streets and communities among the residents at the first time when the community was closed, and also opened two "special lines", one of which was Li Yinyan’s "director’s special line", two mobile phones received residents’ demands 24 hours a day, and the other was "Ma Suo Special Line". Ma Suo is Ma Honghai, director of Guangming Street Judicial Office, and is good at resolving residents’ ambivalence. In addition to online channels, Yulong District 6 has also set up an information desk and a volunteer service post offline to facilitate residents, especially the elderly, to inquire about the use of self-test reagents.

Li Yinyan said that after the appeal channels were fully opened, in the past few days, while doing a good job in the "common needs" such as nucleic acid testing, material distribution, disinfection and disinfection, Yulong No.6 District also properly handled and solved the "personalized needs" of residents about medical treatment, medicine purchase, examination and maintenance, and achieved 100% response, 100% handling and 100% satisfaction. So far, no one has been received.

Big housekeeper with emergency team

Quick repair of water seepage in empty nest elderly people

Building 7 in the third district of Fatou is still under control due to the epidemic situation. The 85-year-old Jiang Laobo lives here alone, and the most worrying thing is to buy medicine. On April 26th, Wang Jiuquan, head of the residents’ working group, went to the community hospital to help Jiang Laobo get all the medicines he needed. On the evening of the same day, when the staff delivered the medicine to the door, they found that the water pipe in the kitchen of the old man was leaking, and the water was almost on his feet. The old man had not had time to call for help. When the news reached Wang Jiuquan, he quickly found Yang Fang, secretary of the Community Party Committee of Fatou District 3, to discuss countermeasures. According to the previous disposal method of epidemic prevention and control deduction, they found Shouhua Property, and the person in charge immediately dispatched two emergency repair personnel.

The repair personnel put on protective clothing, and Wang Jiuquan took them to Jiang Laobo’s house. Two experienced masters were sent to the scene. The leaking point of water seepage was quickly found on the aging tap water pipe, and two pipe hoops were put on the pipe in less than 10 minutes, and the pipe did not leak immediately. Before leaving Jiang Laobo’s house, they helped the old man dry the water all over the floor.

Wang Jiuquan is the director of the Fatou Street Judicial Office. At present, he has become the "big housekeeper" of residents. On April 22, No.38 building in Matou Xili was designated as a closed residential building, and many residential buildings around it also entered a state of control. The community in Matou Xili and the community in the third district of Matou worked together to ensure the lives of residents in the closed and controlled areas; Another 20 young workers from the community have been deployed to form an emergency team. These workers have participated in supporting nucleic acid detection in Wangjing, Jiuxianqiao and other areas and are very experienced. At the same time, 47 cadres were deployed to the community in Fatou Street, which took root in the community to solve various life problems of residents; As a technical support force, the residential property is ready, and everyone works together to build an epidemic prevention barrier.

Reporter’s notes

You can’t panic when you are in trouble under kung fu.

"Although I am busy every day now, I don’t panic at all." At ten o’clock last night, Li Yinyan, who had just attended an emergency coordination meeting after a busy day, was a little tired, but she was full of confidence in dealing with the various needs of community residents under the management of the blockade. Li Yinyan said that this is due to the community’s conscious classification and "gathering" of all kinds of people. At critical times, under the coordination of the community, residents with different professional backgrounds can help each other and resolve conflicts. In addition, the "residents’ mediation team" also played a big role, allowing residents to persuade residents and resolving the anxiety of many residents during the blockade management period.

Many communities have fully responded to residents’ demands by comprehensively opening up appeal channels and adopting online and offline methods, and went all out to handle them. Under the mechanism of handling complaints immediately, with mature practical experience at the grass-roots level, under the current tense epidemic prevention situation, streets, towns and villages can handle the demands of the public, especially the medical needs of children, the elderly and special groups with basic diseases, with ease, quickly and efficiently. With the strong guarantee provided by the mechanism of handling complaints immediately, we have the determination and efficiency to overcome the epidemic.

(Original title:There are many special needs in special periods and areas.　Residents’ personality appeals to the community to go all out.)

Source: Beijing Evening News reporter Sun Yanan Lu Yijia Jing Yiming correspondent Zhang Gui

Process Editor: u011

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