Wang Weidan, Xu Fangzhong, Xu Songquan, Zhang Jianmin, Zhang Ning
Tongde Hospital, Zhejiang Province and Zhejiang Mental Health Center, Hangzhou 310012, China.
School of Public Health, Zhejiang University School of Medicine, Hangzhou 310058, China.
Zhejiang Da Xue Xue Bao Yi Xue Ban. 2020 Aug 25;49(4):409-418. doi: 10.3785/j.issn.1008-9292.2020.08.05.
To analyze the usage of mental health assistance hotline during COVID-19 in Zhejiang province from January 25th to February 29th 2020, and summarize the characteristics of the demand for mental health services and the dynamic changes of public mental health status during COVID-19 pandemic.
Both quantitative and qualitative methods were used. The calls related to pandemic were divided into four categories: medical, psychological, information and the others. The secondary categories of psychological calls were determined by text analysis. The number of calls were calculated weekly and the number of various types of calls over time were analyzed. We used stratified random sampling method to extract 600 cases of all kinds of calls related to pandemic and conducted a semantic analysis, through marking new, similar combination to form a feature set, then summed up the call content characteristics of each stage. Two hundred callers were followed up to understand how they felt about the call process in four aspects: the waiting time, call duration, the degree of problem-solving and the way to end the call.
In a total of 13 746 calls, 8978 were related to pandemic, among which 12.59%(1130/8978) were about medical issues, 26.50%(2379/8978) were about mental health, 27.18%(2440/8978) were about information regarding the pandemic and 33.74%(3029/8978) were about other pandemic related issues. Pandemic situation, relevant policy release, frequency of advertising campaigns were predictors of the number of calls per day during the pandemic (<0.05 or <0.01). The number of calls differed by gender and identities of callers (both <0.05). Finally 181 callers accepted telephone follow-up. Among them, 51.38%(93/181) of the callers thought that the waiting time was too long, 33.15%(60/181) of the callers thought that the call time was insufficient, 80.66%(146/181) of callers believed that the hotline could partially or completely resolve their concerns, and 39.23%(71/181) of the callers said the operator proposed to end the call.
s The changes of the number and content of the mental health assistance hotline calls reflected that the public mental health status experienced four stages during the pandemic: confusion, panic, boredom, and adjustment. The specialized mental health assistance hotlines should be further strengthened, and the efficiency should be improved. Mental health interventions should be tailored and adopted according to the characteristics of the public mental health status at different stages of the pandemic.
分析2020年1月25日至2月29日浙江省新冠疫情期间心理健康援助热线的使用情况，总结新冠疫情期间心理健康服务需求特点及公众心理健康状况的动态变化。
采用定量与定性相结合的方法。将与疫情相关的来电分为四类：医疗、心理、信息及其他。通过文本分析确定心理类来电的二级分类。每周计算来电数量，并分析各类来电随时间的变化情况。采用分层随机抽样方法，从所有与疫情相关的来电中抽取600例进行语义分析，通过标注新出现的、相似的组合形成特征集，进而总结各阶段的来电内容特点。对200名来电者进行随访，了解他们在等待时间、通话时长、问题解决程度及通话结束方式四个方面对通话过程的感受。
在总共13746通来电中，8978通与疫情相关，其中12.59%（1130/8978）为医疗问题，26.50%（2379/8978）为心理健康问题，27.18%（2440/8978）为疫情相关信息，33.74%（3029/8978）为其他与疫情相关问题。疫情形势、相关政策发布、宣传活动频率是疫情期间每日来电数量的预测因素（<0.05或<0.01）。来电数量在性别和来电者身份方面存在差异（均<0.05）。最终181名来电者接受了电话随访。其中，51.38%（93/181）的来电者认为等待时间过长，33.15%（60/181）的来电者认为通话时间不足，80.66%（146/181）的来电者认为热线能够部分或完全解决他们的担忧，39.23%（71/181）的来电者表示接线员提议结束通话。
心理健康援助热线来电数量及内容的变化反映出疫情期间公众心理健康状况经历了困惑、恐慌、烦闷和适应四个阶段。应进一步加强专业心理健康援助热线建设，提高效率。应根据疫情不同阶段公众心理健康状况特点，针对性地采取心理健康干预措施。
