Satisfaction and Mental Health Outcomes Associated with a Large Regional Helpline

Overview

Journal Community Ment Health J

Specialty Health Services

Date 2022 Jan 11

PMID 35015179

Authors

Sean R McClellan

Meaghan Hunt

Lauren E W Olsho

Amrita Dasgupta

Mifta Chowdhury

Alicia C Sparks

Affiliations

Soon will be listed here.

Abstract

We surveyed users of a behavioral health helpline serving New York City and surroundings, to assess their helpline experiences, changes in psychological distress after contacting the helpline, and factors associated with differences in these measures. We surveyed users twice: roughly 2 weeks following their helpline contact, from 4/2019 to 9/2019 (N = 1097 respondents) and again 6 months following contact, from 10/2019 to 3/2020 (N = 732 respondents). Eighty-nine percent of respondents reported that contacting the helpline helped them deal a little or a lot more effectively with their problems. Rates of psychological distress decreased from 41.3% 2 weeks following helpline contact to 29.0% 6 months after (P < 0.05). Improvements in psychological distress were found across a range of demographic characteristics and were greatest for repeat users. Users reported broadly positive experiences with the helpline and improved psychological distress 6 months later. Behavioral health helplines can offer beneficial services to diverse populations, complementing the formal behavioral healthcare system.

Citing Articles

Using Vocal Characteristics To Classify Psychological Distress in Adult Helpline Callers: Retrospective Observational Study.

Iyer R, Nedeljkovic M, Meyer D JMIR Form Res. 2022; 6(12):e42249.

PMID: 36534456 PMC: 9811648. DOI: 10.2196/42249.

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