To analyze public responses to delay in emergency treatment during COVID-19 pandemic and to investigate quality assurance of emergency medical service during COVID-19 pandemic.

Python web crawler technology was used to obtain the answers of the public to one question on delay in emergency treatment during COVID-19 pandemic. Word cloud diagram was used to visualize the answers. The factors of concern to the public that decreased quality of emergency medical service during COVID-19 pandemic and suggestions of the public on legislation and community medical treatment were analyzed.

The public generally attributed the delay in emergency treatment to the policy of epidemic prevention and control. The main factors of concern to the public included business nature of private hospitals, unreasonable legislation, administrators, and faults of the hospital and community. Moreover, the main impacts of the epidemic on emergency treatment included decrease in emergency treatment resources, prolongation of the emergency treatment process and increased risk of cross-infection. There were a large number of loopholes in supervising private hospitals, so the government could adjust supervision measures and entrance standard to strengthen the effect of supervision. Health administrative departments should coordinate medical resources rationally, establish public platform to release emergency management information in real time and punish refusal of emergency treatment severely. Hospitals should optimize hospital structure and set up different levels of hospital risk areas and special duty rooms. Community health service centers should do a good job of pre-screening and diversion, implement two-way referral and optimize medical allocation.

Existing health management systems can be improved through coordinated quality assurance of emergency medical service from different perspectives during COVID-19 pandemic.