Analysis of the characteristics and consultation questions of callers of psychological assistance hotline
- VernacularTitle:心理援助热线来电者特征及咨询问题分析
- Author:
Bo WU
1
;
Xiangling TU
;
Xiaobin DING
Author Information
- Publication Type:Journal Article
- Keywords: psychological assistance; hotline; anxiety; emotion
- From: Journal of Xi'an Jiaotong University(Medical Sciences) 2025;46(4):593-598
- CountryChina
- Language:Chinese
- Abstract: Objective To understand the characteristics of callers and consultation questions by analyzing the call data of the psychological assistance hotline platform of Northwest Normal University in order to provide reference for public mental health services.Methods A total of 12 078 valid calls were extracted from the platform from July 28,2022 to July 22,2024 for frequency analysis and word frequency analysis.Results Gender distribution was uneven,with women accounting for 89.7％ of total calls and being the main group of the callers.In terms of age distribution,18-25 year old had the largest number of callers,accounting for 62.2％,while the number of calls from children,adolescents and middle-aged and elderly groups was relatively small.The main consultation questions of the callers focused on emotional problems,especially anxiety.Among the 561 crisis calls,depression was the main symptom of the callers.Conclusion This study emphasizes the importance of paying attention to the public's mental health and emotional regulation and the necessity of specialized intervention measures for different groups.
