新型冠状病毒肺炎疫情期间心理热线来电现状分析及相关建议

目的 了解因新型冠状病毒肺炎疫情求助来电者的基本资料和焦虑情绪状态,并为之后开展有效心理服务提供建议。方法 以2020年1月25日至3月10日因疫情来电的求助者为研究对象,通过一般人口学统计资料、广泛性焦虑量表对这些来电者进行调查研究,并对结果进行统计分析。结果 疫情期间共收集455例有效来电信息,其中381例来电者有焦虑情绪,74例来电者情绪正常,χ²检验发现来电者的情绪状态在性别、职业、来电目的方面差异有统计学意义(P<0.05)。女性来电者焦虑情绪多于男性;第二级人群焦虑情绪高于第三、四级人群;“需要疫情相关知识”人群中焦虑情绪高于“需要缓解情绪或想投诉”及“需要疫情防控相关信息”人群,“需要缓解情绪或想投诉”人群高于“需要疫情防控相关信息”人群。结论 通过心理援助热线的咨询和帮助,可缓解来电者焦虑情绪。建议进一步完善心理援助热线服务体系,建立多部门联动机制,守护大众重大突发公共卫生事件期间心理健康。

Analysis and relevant suggestions based on calls into psychological service hotline under the spread of the novel coronavirus

Objective To understand basic information and anxiety status of the callers seeking for help under the new coronavirus pneumonia(COVID-19)epidemic situation, and provide advices for effective psychological services in the future. Methods The callers who asked for help because of the epidemic during 25th, January to 10th, March, 2020 were selected as the research objects. Their general demographic information was collected, and the callers were evaluated by generalized anxiety scale. The data were analyzed statistically. Results Four hundred fiftyfive valid callers' information was collected during the epidemic. There were 381 callers suffering from anxiety and 74 callers had normal emotions. According to the Chi-square test, the results showed that there were significant differences in terms of gender, education, occupation, marriage, purpose of the call for the caller's emotional state(P<0.05). The female callers were more likely to have anxiety emotion than male. The level 2 people had more anxiety emotion than others in level 3 or 4. The people who sought for “epidemic-related knowledge” were more anxious than others who wanted “releasing emotions or complaining” and “information related to COVID-19 epidemic prevention and control”, and the people who wanted “releasing emotions or complaining” were more anxious than the ones who sought for “information related to COVID-19 epidemic prevention and control”. Conclusion Counseling and assistance through the psychological assistance hot line can alleviate caller anxiety. This requires us to improve the psychological assistance hot line service system further and establish a multi-department linkage mechanism to protect the public's mental health during major public health emergencies.