Philip Tyson1, Claire Law1, Sophie Reed2, Emma Johnsey2, Olusola Aruna3, Sue Hall4. 1. 1 School of Psychology, University of South Wales, Treforest, UK. 2. 2 Rethink Mental-Illness, Gloucester, UK. 3. 3 Public Health Medicine, Gloucestershire County Council, Gloucester, UK. 4. 4 Public Health Improvement, Plymouth Community Healthcare, Plymouth, UK.
Abstract
BACKGROUND: Telephone helplines are considered to play an important role in preventing suicide and self-harm among callers in distress. However, inconsistency in the methods of evaluating such services has limited the firm conclusions that can be drawn. AIMS: To evaluate the efficacy of a UK-based helpline from a service user and helpline worker perspective. METHOD: Callers were asked about their mental state at the beginning and end of the call with a short questionnaire. Helpline workers were surveyed about their experiences of using the questionnaire as part of routine service provision. RESULTS: The helpline was successful at reducing suicidal and self-harming ideation. The short questionnaire method was also successfully integrated into routine practice. CONCLUSION: Evaluating the efficacy of helplines can be successfully achieved using the short questionnaire method.
BACKGROUND: Telephone helplines are considered to play an important role in preventing suicide and self-harm among callers in distress. However, inconsistency in the methods of evaluating such services has limited the firm conclusions that can be drawn. AIMS: To evaluate the efficacy of a UK-based helpline from a service user and helpline worker perspective. METHOD: Callers were asked about their mental state at the beginning and end of the call with a short questionnaire. Helpline workers were surveyed about their experiences of using the questionnaire as part of routine service provision. RESULTS: The helpline was successful at reducing suicidal and self-harming ideation. The short questionnaire method was also successfully integrated into routine practice. CONCLUSION: Evaluating the efficacy of helplines can be successfully achieved using the short questionnaire method.