北京市心理援助热线的服务质量及干预效果  

Quality and effectiveness of phone intervention of the Beijing Crisis Hotline

作　　者：王翠玲[1] 李献云[1] 王绍礼[1] 童永胜[1] 杨甫德[1] 崔玉红[1] 

机构地区：[1]北京回龙观医院北京心理危机研究与干预中心,北京100096

出　　处：《中国心理卫生杂志》2011年第9期641-645,共5页Chinese Mental Health Journal

基　　金：致谢：费立鹏在整个心理危机热线咨询操作系统所有版块内容及版本设计做出了贡献,毕曼丽在热线培训内容、人员培训及热线督导队伍建设等方面做了贡献.

摘　　要：目的:了解北京市心理援助热线服务质量及干预效果。方法:分析2009年6月至2010年9月完成北京市心理援助热线质量及干预效果随访的613例来电(女性307例,男性306例;年龄13～80岁)。由不同的咨询员在预约随访来电的第7天使用自编心理援助热线服务质量及干预效果随访评估问卷进行电话随访。结果:78.8%的来电者对热线干预服务总体感到满意或非常满意,91.2%来电者对热线服务态度表示满意或非常满意,73.7%来电者认为热线满足了他们的需求,78.3%来电者对咨询员的处理能力表示满意或非常满意;73.0%的来电者认为热线咨询员帮其在面对困难时找到更多的选择,71.9%来电者认为咨询使其生活产生了积极变化,来电者的痛苦程度、绝望感、想死的程度通过电话咨询得到明显缓解。结论:北京市心理援助热线电话干预服务的质量和效果为绝大多数来电者认可,起到了降低来电者自杀危险程度的作用。Objective： To explore the quality and the effectiveness of phone intervention provided by the counselors of the Beijing Crisis Hotline. Methods： Totally 613 （307 females, 306 males; aged 13 -80） follow- up calls from November 2009 to September 2010 called Beijing Crisis Hotline were analyzed. The different hofline counselors called the caller 7 days after their first call with a self-developed questionnaire to evaluate the quality and the effectiveness of the phone intervention. Result： Among these callers, 78.8% was satisfied or extremely satis- fied with the overall service of the phone intervention, 91.2% were satisfied or extremely satisfied with the attitude of the hotline staff, 73. 7% thought the hotline met their needs, and 78.3% were satisfied or extremely satisfied with the hotline staff＇s consulting capacity. About the effectiveness of intervention, 73.0% of the callers thought the hotline counselors help them to find more choices when facing difficulties, 71.9% thought their life positively changed after making the call, and the levels of the callers＇pain, hopelessness and desire for death were dramatically decreased after the calls. Conclusion： The quality and effectiveness of the Beijing Psychological Crisis Hotline service is acknowledged by majority of the callers and it plays a role in reducing the degree of the callers suicidal rise

关 键 词：危机干预热线 质量 效果 电话干预 危机干预 

分 类 号：R749.055[医药卫生—神经病学与精神病学] C913.9[医药卫生—临床医学]