Callers' Experiences of Contacting a National Suicide Prevention Helpline Report of an Online Survey
Callers' Experiences of Contacting a National Suicide Prevention Helpline Report of an Online Survey
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DOI：
10.1027/0227-5910/a000151
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发表时间：
2012-01-01
影响因子：
3
通讯作者：
Moore, John
中科院分区：
文献类型：
--
作者：
Coveney, Catherine M.;Pollock, Kristian;Moore, John
背景：求助热线是健康和社会护理混合经济中的一个重要现象。鉴于呼叫者联系通常是匿名且短暂的，因此很难获取有关其影响以及用户如何看待其价值的数据。本文报告了对联系撒玛利亚情感支持服务的来电者进行的在线调查的结果。目的：探讨使用国家自杀预防热线的呼叫者的（自我报告的）特征及其联系该服务的原因，并呈现用户对他们所接受的服务的评价。方法：对自选的来电者样本进行在线调查。结果：2008 年 5 月至 2009 年 5 月期间收到了 1,309 份回复。自杀倾向和心理健康问题的发生率很高。定期和持续使用该服务很常见。受访者出于复杂多样的原因使用该服务，并且通常作为支持网络的一部分。结论：受访者对服务表示高度满意，并认为联系很有帮助。尽管撒玛利亚人组织的目标是提供危机服务，但许多呼叫者不会孤立地获得此服务或将其作为最后的手段，而是有选择地联系该组织，并且通常与其他类型的支持同时进行。
Background: Helplines are a significant phenomenon in the mixed economy of health and social care. Given the often anonymous and fleeting nature of caller contact, it is difficult to obtain data about their impact and how users perceive their value. This paper reports findings from an online survey of callers contacting Samaritans emotional support services. Aims: To explore the (self-reported) characteristics of callers using a national suicide prevention helpline and their reasons given for contacting the service, and to present the users' evaluations of the service they received. Methods: Online survey of a self-selected sample of callers. Results: 1,309 responses were received between May 2008 and May 2009. There were high incidences of expressed suicidality and mental health issues. Regular and ongoing use of the service was common. Respondents used the service for complex and varied reasons and often as part of a network of support. Conclusions: Respondents reported high levels of satisfaction with the service and perceived contact to be helpful. Although Samaritans aims to provide a crisis service, many callers do not access this in isolation or as a last resort, instead contacting the organization selectively and often in tandem with other types of support.