摘要
目的:了解新冠肺炎疫情期间我国心理热线服务的现状,为重大公共卫生事件下心理热线的发展和服务质量的提升提供指导。方法:采用自编问卷,从硬件设备、人员资质、服务规范、管理规范和培训督导五个方面,对427条来自医疗卫生系统、教育系统、社会机构、心理学会/协会,以及政府其他部门的心理热线进行调查。结果:(1)不同依托机构的热线在硬件设备、人员资质和服务规范上差异显著;(2)长期和短期热线在硬件设备和管理规范上差异显著;(3)上榜和未上榜热线在问卷的5个方面均差异显著。结论:长期热线在硬件设备上比短期热线有优势;热线的可同时通话数量、督导师人数、咨询员资质、可随时查阅的转介资料、个案接听记录管理制度是衡量热线是否优秀的重要因素。
Objective:To get a better understanding on the quality of psychological hotlines service during the COVID-19 pandemic,and provide guidance for the development and improvement of psychological hotlines service quality.Methods:A survey on 427 running hotlines was conducted during the pandemic of COVID-19 in China.A questionnaire which contained five dimensions which were facilities and resources,qualification of counselors,norms of service,management efforts,and training and supervision was used to obtain data from medical system,educational system,private practice,professional associations and local government department.Results:(1)There were significant differences in the dimensions of facilities and resources,qualification of counselors and norms of service among five different dimensions.(2)Long-term hotlines and Pandemic only hotlines differed significantly in facilities and resources,and management efforts.(3)The difference between the best psychological hotlines and those need to improve were significant in all dimensions on the questionnaire.Conclusion:Long-term hotlines have advantages in facilities and resources.While,the ability of simultaneous calls,the number of supervisors,counselors’qualification,the availability of referral resources,and the norms of hotlines records management are typical characteristic of the excellent hotlines.
作者
李丹阳
程寅
梁红
任志洪
安芹
林秀彬
汪杨盛
罗星宇
皮隽松
樊燕飞
贾晓明
江光荣
钱铭怡
LI Dan-yang;CHENG Yin;LIANG Hong;REN Zhi-hong;AN Qin;LIN Xiu-bin;WANG Yang-sheng;LUO Xing-yu;PI Jun-song;FAN Yan-fei;JIA Xiao-ming;JIANG Guang-rong;QIAN Ming-yi(School of Psychology in Central China Normal University,Key Laboratory of Adolescent Cyberpsychology and Behavior(Ministry of Education),Key Laboratory of Human Development and Mental Health of Hubei Province,Wuhan 430079,China;Hubei Oriental Insight Mental Health Institute,Wuhan 430070,China;Beijing Huilongguan Hospital,Beijing 100096,China;School of Humanities and Social Sciences,Beijing Institute of Technology,Beijing 100081,China;Beijing Key Laboratory for Behavior and Mental Health,School of Psychological and Cognitive Sciences,Peking University,Beijing 100080,China)
出处
《中国临床心理学杂志》
CSSCI
CSCD
北大核心
2021年第3期633-638,647,共7页
Chinese Journal of Clinical Psychology
基金
北京大学教育基金会陈仲庚临床与咨询心理学发展项目(2020YJ-JD001)
东方明见心理健康研究项目(202003XLRX-001)
关键词
心理热线
新冠肺炎疫情
心理服务质量
Psychological hotlines
COVID-19
Psychological service quality
