Screenshot of Chao News client commentator Wang Bin's video. On July 16, local media in Shenzhen reported that a 73-year-old man in Shenzhen People's Hospital needed a lung organ transplant. Shenzhen transported lungs by helicopter for the first time. From Guangzhou to Shenzhen,

Trendy News client commentator Wang Bin

Video screenshot

On July 16, local media in Shenzhen reported that a 73-year-old man in Shenzhen People's Hospital needed a lung transplant. For the first time, Shenzhen transported lungs by helicopter. From Guangzhou to Shenzhen, the entire process It only took 33 minutes, demonstrating the "Shenzhen speed". After the report was released, some netizens questioned "what is the identity of the patient?" "Can the source of the organ be announced?" "Is this a normal process or a special case?" "Is the organ transplant reimbursed at one's own expense or at public expense?" etc. In the past few days, this matter has triggered heated discussions online.

Take a closer look at the report of "transporting organs by air". It is clearly talking about emergency rescue and emphasizes the positive energy of "life first, people first". Why did it overturn in the public opinion field?

There are three reasons: First, there is a certain information gap between the content of the report and what the public wants to know. In addition, air transportation is a new thing after all. Most people have never seen it, let alone experienced it. There is not enough information, and the situation If you don't know, you will naturally "make things up", and doubts and misunderstandings will arise; secondly, as we all know, it is very difficult to successfully match a lung transplant. It is normal to wait for one or two years, but this time not only was it matched, but it also became a successful match. Shenzhen's "first case" of transporting lungs by helicopter. When these rare things are added together, it is indeed difficult to explain everything with "coincidences" and it is easy for the public to feel that it goes against common sense; third, some of the "privileges" that really exist in reality " phenomenon has also amplified the public's "distrust."

This case also serves as a reminder to relevant publicity reports and information releases. The published content must be reviewed from the public’s perspective and can withstand public scrutiny and inspection. Think more about what the public wants to know and what their concerns are. What should we do, and sort out and answer them accordingly, so as to avoid misunderstandings or even falling into the embarrassing situation of "high-level black and low-level red".

Of course, even if there is an information gap that makes the public feel that it goes against common sense and makes the public question it, it has not reached the point of no return. It's not too late to make up for the lost situation. The best way to "repair" is to pursue openness and transparency, be candid, face doubts, do not avoid or obscure the truth, do not insult or challenge the public's intelligence, understand, respect and actively respond to the public's reasonable concerns in a timely manner, and then rebuild Win public trust and enhance credibility. If this method can be popularized, it will also narrow the space of "privilege" and heal the trauma caused by the "privilege" phenomenon to the public.

The responses and explanations from relevant parties on this matter are the actual implementation of this "repair" method. In response to this matter, local media conducted interviews and investigations, and relevant departments and organizations also responded to netizens’ questions and provided specific responses one by one. It can be learned from the survey and responses that Shenzhen People's Hospital recently transported donors by air and successfully carried out two lung transplant operations. The two transplant patients were ordinary retired workers. The sources of transplanted organs are legal and compliant, and they are allocated by the China Computer System for Organ Allocation and Sharing (COTRS) in accordance with the national scientific policy on organ allocation.

In addition, the reason why relevant organs need to be transported by air is because this can greatly shorten the cold ischemia time and ensure the safety of the operation. At the same time, according to the medical insurance policy, lung transplant hospitalization has been included in the scope of Shenzhen's medical insurance. Except for "lung transplant surgery" and other self-paid items, which are not included in the medical insurance fund payment, other hospitalization medical expenses will be paid by the medical insurance fund in accordance with regulations.

These are just some of the key points of the response. The actual response is quite detailed, comprehensive, rigorous and clear. What happened and the relevant procedures were all presented to the public. The media intervened as a third party and endorsed the objective and truthful response. This set of "combination punches" was struck quickly and timely, restoring the facts and truth, clarifying misunderstandings, answering the public's doubts, and calming down everyone's worried hearts. In this way, the noise will naturally gradually tone down, and public opinion will also cool down. In just a few days, the "air organ transfer" incident was explained to all parties and the "closed loop" was completed. This may not be another explanation and supplement to "Shenzhen Speed".

True background, sincere responses, and benign interactions are indispensable and important components of textbook-style public opinion response, and they are indispensable. To ensure that public opinion response is not "unfinished", "Shenzhen speed" is needed and "Shenzhen disposal" must be learned.