Hangzhou Human Resources and Social Security Bureau's consultation and complaint hotline 12333 listens to people's voices and continuously extends services.

It is said that children participating in children's medical insurance began to use citizen cards to settle medical expenses from June 5438+February. I just came back from a business trip yesterday, and I didn't have time to get a citizen card for my child right away. What should I do?

Don't worry, children who don't get a citizen card for various reasons can still use the voucher calendar to see a doctor and settle medical expenses. You just need to arrange time to apply for a citizen card for your child as soon as possible. ?

This is a hot consultation question on the hotline 12333 of Hangzhou Human Resources and Social Security Bureau recently. Since the opening of the 12333 special line in June 5438+February 65438+May 2005, it has handled more than 50,000 incoming calls150,000 times in eight years, providing online, SMS and fax services149,000 times, which is not only a bridge between the human resources and social security departments in Hangzhou, but also the people.

I lost my calendar. How to report the loss and reissue the pension insurance relationship? I just gave birth to a child and haven't had time to participate in medical insurance. How can I transfer my child's illness and hospitalization? Can medical expenses be reimbursed? In Hangzhou, as long as you dial 12333, these questions can be answered satisfactorily.

From where? Answer the question? Arrive? Solve the problem?

12333 innovation and upgrading of consulting services

In February this year, 12333 received a phone call from Ms. Zhou, a citizen. Her grandmother enjoyed a monthly pension for urban and rural residents 1 10 yuan. She died on September 30 last year, and her family didn't understand the policy. She applied for death declaration four months late. The Municipal Social Security Bureau will pay 1 10 yuan's pension to Ms. Zhou's grandmother's bank account on time every month, and 440 yuan will always pay more. So when the funeral pension was paid later, the social security agency deducted 440 yuan more.

When Ms. Zhou went to the bank to get the balance in her grandmother's account, because the bank card had been lost, the balance needed to be notarized before it could be taken out. The notary fee is more than 500 yuan, and the balance of the account is less than that of 500 yuan, so it is meaningless to pay the notary fee before receiving the balance.

Ms. Zhou called 12333 for help. The consultant thinks that although the loss of the bank card is the fault of the party concerned, it is a bit unacceptable to spend more than 500 yuan on notarization fees to receive a pension of 500 yuan. So I registered this matter and reported it to the chief of the consulting section. In a positive attitude of facilitating the masses, the section chief immediately sent a contact letter to the Social Security Bureau for communication. The Social Security Bureau is also very supportive and actively negotiates with banks. Finally, the bank agreed that the Social Security Bureau would issue relevant instructions, and the parties could receive the balance in the bank card of the deceased without issuing a notarial certificate. The consultant quickly replied the news to Ms. Zhou.

Make a phone call, and this matter that has been bothering me for a long time will be solved satisfactorily! 12333 special line is really a good hotline to solve problems for our people! ? Ms. Zhou thanked her again and again.

As a public service platform with the widest service scope, the most unified service mode and the deepest service antenna, the work of the 12333 special line is at the forefront of the country. Confirmation at the beginning of this year 12333? Establish and improve a rapid coordination mechanism to promote the innovation and upgrading of consulting services? Guided by the needs of the masses and centered on serving people's livelihood, we will explore the establishment of effective communication, coordination and interaction mechanisms among relevant departments to promote the development of 12333. Answer the question? Where to? Solve the problem? Change.

No? Kick a ball? Don't say? Mandarin? ,? Answer more questions and do more work? It has become the starting point and focus of Hangzhou 12333 to carry out the Party's mass line education practice. This special line conveys the warmth that makes people feel excited every day, and tries its best to provide better and caring services for the masses.

? What people want, I want.

? Five transformations? Service created? Expert? consultant

In June of this year, Mr. Song called the hotline 12333 to report that he took the prescription from a hospital in Hangzhou to the designated pharmacy for dispensing. The pharmacy staff said that the prescription must be stamped? External seal? And the prescription of this hospital is stamped? Outpatient office seal? I don't agree to fill his prescription. So he ran back to the hospital to re-stamp, and the hospital said only? Outpatient office seal? , no? External seal? .

According to the medical insurance policy, the practice of pharmacies is understandable, but the consultant is sensitive to realize that there must be many people similar to Mr. Song. What's the problem? A chapter? In fact, we should try our best to coordinate and solve it.

The consultation center quickly sent a contact letter to the municipal medical insurance bureau. After verifying the situation, the medical insurance bureau immediately contacted the medical insurance office of this hospital and asked for a special prescription seal to protect the rights and interests of the insured, which successfully solved this problem.

A few days ago, Mr. Zheng of Shanghai called the hotline 12333 and said that in June of 5438+00, he went through the formalities of transferring his personal account of basic old-age insurance to Shanghai in the social security department of Hangzhou High-tech Zone (Binjiang), and the transfer funds had also arrived. However, due to the fact that some payment years in Hangzhou's payment records were transferred from other places, the corresponding years are not detailed, so it is impossible to record Shanghai social security, and the transfer procedures have never been completed.

While comforting the anxious Mr. Zheng, the consultant carefully compared the conditions for the transfer and continuation of the pension insurance relationship between Shanghai and Hangzhou, and found that there were differences in procedures, which caused Mr. Zheng's obstacles.

The consultation center reflected this situation to the Municipal Social Security Bureau and the Social Security Office of Hangzhou High-tech Zone (Binjiang). The Municipal Social Security Bureau then communicated with the Shanghai Social Security Department. After coordination between the two places, Hangzhou Social Security Bureau supplemented and improved the relevant detailed data, and finally solved Mr. Zheng's urgent need.

Mr. Zheng said to the consultant 12333 with deep feelings when he received the feedback call. I didn't expect you 12333 to be so professional! I'm involved in several departments, I can't explain clearly, and I don't have the energy to run one by one. Thank you for giving me the most professional and accurate reply and helping me coordinate and solve it so quickly! ?

Human social security is related to thousands of households, with many policies and quick updates. The public has a great demand for human resources and social security information. For such a highly professional work, only with a solid theoretical foundation and policy literacy and timely follow-up of the latest progress of policies can we accurately understand and deeply understand it in a short time and convey it to the public completely and correctly.

With what? What people want, I want. For the purpose, 12333 is completely established in the practice of mass line education? Standardization, diversification, equalization, intelligence and humanization? Human resources and social security consultation? Five transformations? Service, cultivate a batch? Expert? Consultants, in order to meet the growing demand of the masses for consulting services, strive to achieve the leap-forward development of consulting services.