Evaluation of Gambler's Helpline: A Consumer Perspective
Evaluation of Gambler's Helpline: A Consumer Perspective
复制标题
对赌徒求助热线的评估：消费者的角度
DOI：
10.1080/14459790802409279
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发表时间：
2008
影响因子：
3.2
通讯作者：
S. Moore
中科院分区：
文献类型：
--
作者：
Kerrie A Shandley;S. Moore
本文报告了对澳大利亚维多利亚州赌徒求助热线（GHL）的评估结果。特别注重消费者使用该服务的体验和服务的总体有效性。招募GHL呼叫者参加即时的基于电话咨询的电话访谈（N = 90）和一个月的随访访谈（N = 56）。这项研究的第一个目的是介绍那些获得免费医疗的人的描述性概况。第二个目的是通过采取措施，检查咨询干预的有效性后，来电者的接触GHL。最后的目的是检查在后续的转介吸收。这项研究的结果对GHL产生了积极的影响。打电话的人对服务总体上表示满意。消费者的反馈强调了GHL顾问为来电者提供情感和实际支持的平衡的重要性，并确定了来电者获得转介的重要性。
This paper reports on the results of an evaluation of Gambler's Helpline (GHL) in Victoria, Australia. Particular focus was given to consumers' experiences of accessing the helpline and the overall effectiveness of the service. GHL callers were recruited to participate in an immediate post-call questionnaire-based telephone interview (N = 90) and one-month follow-up interview (N = 56). The first aim of the study was to present a descriptive profile of those accessing the helpline. The second aim was to examine the effectiveness of the counselling intervention through measures taken post callers' contact to GHL. The final aim was to examine referral uptake at a follow-up. Results of this study reflected positively on GHL. Callers reported general overall satisfaction with the service. Consumer feedback highlighted the importance for GHL counsellors of providing a balance of both emotional and practical support for callers, and the importance for callers to access referrals was identified.