Abstract:Objective：Through analyzing the problems reflected in the appeals of a certain children's specialty hospital’s government affairs hotline during the COVID-19 epidemic，propose targeted rectification measures to improve the quality of hospital services. Methods：Compare and analyze the 330 government hotline requests received by a children's specialist hospital from February to April 2020 with the 427 government hotline requests received in the same period in 2019 to explore the changes in patient requests during the COVID-19 epidemic. Results：From February to April 2020，the incidence of government hotline requests（1.3‰）and the cause of work orders were different from those in the same period in 2019（0.61‰）and the cause of work orders（P < 0.01）. Conclusion：Affected by the COVID-19 epidemic，the prevention and control measures of medical institutions have directly affected patients’ medical experience，leading to changes in patient appeals. Medical institutions should improve their health emergency response capabilities through measures such as system optimization，Policy advocacy，Communication training，So as to optimize the patient experience.