摘要
目的探讨陕西省心理援助热线接线质量影响因素,为优化服务提供依据。方法纳入2022年1~3月149例涉自杀倾向来电,由31名培训后评估员通过标准化问卷(一般资料、自杀风险、情绪强度、接线特征)收集数据。结果来电者中女性占56.38%,年龄集中于≤18岁(29.53%)和19~34岁(43.62%)。通话时长以31~45min为主(50.34%)。接线员完成全面自杀风险评估占38.93%,未全面评估占38.93%,未评估占22.14%。来电者精神障碍以抑郁(48.32%)、焦虑(15.44%)、双相谱系障碍(14.77%)为主,25.50%共病≥2种障碍。情绪得分:抑郁(4.11±0.76)、悲伤(3.97±1.03)、绝望(3.78±1.05)。不同危险程度来电者的抑郁、愤怒、绝望、悲伤情绪差异显著(t=4.79、3.35、15.79、4.24,均P<0.05);女性恐惧情绪高于男性(t=3.10,P<0.01);通话时长越长,绝望情绪越高(t=5.66,P<0.01)。多元回归显示,接线员未完成自杀风险评估(B=-2.36)、接线员接线一般流程(B=5.44)及技术要素(B=2.01)显著影响接线质量(均P<0.05)。结论涉及自杀倾向来电者普遍存在严重精神心理问题及突出负面情绪。强化接线员自杀风险评估能力、规范流程及服务态度是提升热线质量的关键。
Objective To explore the factors affecting the quality of psychological assistance hotline connections in Shaanxi Province,and to provide a basis for optimizing services.Methods A total of 149 calls with suicidal tendencies were included from January to March 2022,and data were collected by 31 trained assessors through standardized questionnaires(general information,suicide risk,emotional intensity,and wiring characteristics).Results The results showed that 56.38%of the callers were female,with age groups concentrated between≤18 years old(29.53%)and 19-34 years old(43.62%).The call duration was mainly between 31 and 45 minutes(50.34%).Operators conducted a suicide risk assessment on the callers,with 38.9%having a comprehensive assessment,38.9%having an incomplete assessment,and 22.1%having no assessment.The main mental disorders of the callers were depression(48.32%),anxiety(15.44%),and bipolar disorder(14.77%),with 25.50%having comorbidities of≥2 disorders.Emotional scores were as follows:depression(4.11±0.76),sadness(3.97±1.03),and despair(3.78±1.05).There were significant differences in depression,anger,despair,and sadness among the callers with different levels of danger(t=4.79,3.35,15.79,4.24,all P<0.05).Women had higher levels of fear than men(t=3.10,P<0.01).The longer the call duration,the higher the level of despair(t=5.66,P<0.01).Multiple regression analysis showed that incomplete suicide risk assessment by operators(B=-2.36),general procedures for operators′connections(B=5.44),and technical factors(B=2.01)significantly affected the quality of psychological assistance hotlines(all P<0.05).Conclusion Callers with suicidal tendencies generally have serious mental and psychological problems and prominent negative emotions.Strengthening the suicide risk assessment ability of operators and standardizing processes and service attitudes are key to improving the quality of psychological assistance hotlines.
作者
姜华东
樊珍
宁雅童
吴靖萱
张蕾
张品
苏艳丽
JIANG Huadong;FAN Zhen;NING Yatong;WU Jingxuan;ZHANG Lei;ZHANG Pin;SU Yanli(Xi′an Mental Health Center Mental Health Center,Xi′an,Shaanxi 710100,China)
出处
《公共卫生与预防医学》
2026年第2期180-184,共5页
Journal of Public Health and Preventive Medicine
基金
西安市科技计划项目(24YXYJ0065)。
关键词
心理援助热线
自杀来电
热线接线员
热线接线质量
Psychological assistance hotline
Suicide call
Hotline operator
The quality of hotline answering
