Connection quality and influencing factors of Shaanxi psychological assistance hotline operators based on conversations involving suicide intentions
10.3969/j.issn.1006-2483.2026.02.040
- VernacularTitle:基于涉及自杀倾向对话来电陕西省心理援助热线接线员接线质量及其影响因素分析
- Author:
Huadong JIANG
1
;
Zhen FAN
1
;
Yatong NING
1
;
Jingxuan WU
1
;
Lei ZHANG
1
;
Pin ZHANG
1
;
Yanli SU
1
Author Information
1. Xi'an Mental Health Center Mental Health Center,Xi’an, Shaanxi, 710100, China;
- Publication Type:Journal Article
- Keywords:
Psychological assistance hotline;
Suicide call;
Hotline operator;
The quality of hotline answering
- From:
Journal of Public Health and Preventive Medicine
2026;37(2):180-184
- CountryChina
- Language:Chinese
-
Abstract:
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.
