老人半跪着挂号沟通，上海一社区卫生服务中心现“丁义珍式”窗口引争议！最新回应来了

A community health center in Shanghai's Jiading district has apologized and begun renovating a registration and payment counter that was so low that an elderly patient was seen kneeling to speak to staff, sparking public criticism over the design of public service facilities.

The Jiangqiao Town Community Health Center said in a statement on Tuesday that it had received online complaints the previous day about the counter at its Fengbang branch. The center said it began modifying the counter that night and expected to complete the work within two days. 

《人民的名义》中经典的“丁义珍式窗口”

相关视频显示，该挂号窗口设置了玻璃隔挡，仅在隔挡下方设置了空窗，该空窗的位置高度只到成年人腰部。视频中一老人单膝跪地，将身体俯下，胳膊支撑在窗口的台面上，才能与窗内的工作人员对话。

The controversy began after a video circulated online showing an elderly man kneeling on one knee and leaning on the sill of a small opening below a glass partition to communicate with staff. The opening was only about waist-high, making conversation awkward for patients standing outside. 

Many social media users compared it to the "Ding Yizhen-style" window featured in the Chinese TV drama In the Name of the People, a term now widely used to describe poorly designed public service counters.

The Fengbang branch has been in use since 1989, according to the Jiading District Health Commission. It said residents had long stood at the window to speak with staff and pay, and that the design, with glass above and a small opening below, was originally intended to protect cash transactions, similar to bank counters. 

“视频中的人员是为查询医保费用，可能是当事人觉得站着要隔着玻璃不习惯，所以选择采用这个姿势，通过付费小窗口直接与工作人员沟通。”嘉定区卫生健康委工作人员表示。

这一窗口后续是否会整改？上述嘉定区卫生健康委工作人员称，目前，该中心这一窗口的窗台距离地面84厘米，该窗口将尽快改造，计划抬高到距离地面1米或1.1米，柜内工作人员的环境也要同步进行调整。

The commission said the person in the video was checking medical insurance expenses and may have chosen to crouch because he did not want to speak through the glass. 

It added that the current sill is 84 centimeters above the floor and will be raised to 1 meter or 1.1 meters, with the staff working area adjusted at the same time.

对于“丁义珍式”窗口，新民晚报追问称：一个窗口用了30多年，为什么没有被及时纳入适老化、便民化的改造？为什么“能沟通”长期替代了“沟通得好”？为什么很多小问题总要等到被拍成视频、进入舆论场，才获得高效处理？

中青评论也曾就“丁义珍式”窗口发表评论——公共服务要细节化、人性化，这绝不是吹毛求疵，而是服务与被服务角色设定的内在要求。如果心里还是想着“我是帮你办事，你就得迁就我”的那一套，当然惯性就大于改变了。就这个角度言之，“丁义珍式窗口”，表面看是外在的设计问题，实质却还是服务的里子问题。不改变服务观念，“丁义珍式窗口”就很难彻底消失。

China Youth Daily commented on "Ding Yizhen-style" windows. The problem, it argued, is not merely physical design but the underlying attitude toward service. Such windows will not disappear unless the service mindset changes.