Djalalinia Shirin, Hejabi Ahmad, Bolhari Jafar, Asadi Ali, Naseri Hossein, Sadeghi Mahdi Mirmohammad, Mehrabadi Mohammad Shams, Dejman Masoumeh, Eftekhari Monir, Atoofi Mehrdad Kazemzadeh
Non-communicable Diseases Research Center, Endocrinology and Metabolism Research Institute, Tehran University of Medical Sciences, Tehran, Iran.
Deputy of Research and Technology, Ministry of Health and Medical Education, Tehran, Iran.
Int J Prev Med. 2020 Nov 26;11:183. doi: 10.4103/ijpvm.IJPVM_175_19. eCollection 2020.
The hot line services were developed in response to the perceived need for 24-hour help services in crises ranging from suicide to unwanted pregnancy. This study is aimed at analyzing the strengths, weaknesses, challenges, and suggestions of improving the performance of the help centers from the perspective of key stakeholders.
We conducted a qualitative study to elicit the key informants' opinion regarding the performance of Iranian hot-lines. All the conversations were audio-recorded with the permission of the participants. To reach the saturation limit, the number of interviews was completed in the saturation of data. Data was gathered from 15 individual in-depth interviews. Collecting and analyses of data was based on content analysis through which simultaneously during texts open coding, main concepts were extracted and then in axial coding similar concepts were categorized.
According to the study results, there is no specific and independent system for assessing the hot- lines. One of the major weaknesses was the lack of standard protocols. Most participants believed that most of these guidelines came from the general principles of counseling and are not standard. As another point, the existence of referral services is one of the main problems of counseling lines. The most important suggestion from the majority of experts were the development of services and modification of their investments.
The findings, in addition to providing the applied data for policy-making in the health system, will significantly contribute to the creation of scientific, technical, and skillful personnel in the community of researchers.
热线服务是为应对从自杀到意外怀孕等各种危机中对24小时帮助服务的需求而发展起来的。本研究旨在从关键利益相关者的角度分析提高帮助中心绩效的优势、劣势、挑战及建议。
我们进行了一项定性研究，以获取关键信息提供者对伊朗热线服务绩效的看法。所有对话均在参与者许可下进行录音。为达到饱和限度，在数据饱和时完成访谈数量。数据来自15次个人深度访谈。数据收集和分析基于内容分析，通过文本开放编码同时提取主要概念，然后在轴心编码中将相似概念分类。
根据研究结果，不存在评估热线的特定独立系统。主要弱点之一是缺乏标准协议。大多数参与者认为，这些指南大多来自咨询的一般原则，并不标准。另外，转诊服务的存在是咨询热线的主要问题之一。大多数专家最重要的建议是发展服务并调整其投入。
这些发现除了为卫生系统决策提供应用数据外，还将极大地有助于在研究人员群体中培养科学、技术和熟练的人员。
