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Callers’ experiences of contacting a national suicide prevention helpline
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Coveney, Catherine, Pollock, Kristian, Armstrong, Sarah and Moore, John, Ph.D. (2012) Callers’ experiences of contacting a national suicide prevention helpline. Crisis: The Journal of Crisis Intervention and Suicide Prevention, Volume 33 (Number 6). pp. 313-324. doi:10.1027/0227-5910/a000151 ISSN 0227-5910.
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Official URL: http://dx.doi.org/10.1027/0227-5910/a000151
Abstract
Background: Helplines are a significant phenomenon in the mixed economy of health and social care. Given the often anonymous and fleeting nature of caller contact, it is difficult to obtain data about their impact and how users perceive their value. This paper reports findings from an online survey of callers contacting Samaritans emotional support services. Aims: To explore the (self-reported) characteristics of callers using a national suicide prevention helpline and their reasons given for contacting the service, and to present the users’ evaluations of the service they received. Methods: Online survey of a self-selected sample of callers. Results: 1,309 responses were received between May 2008 and May 2009. There were high incidences of expressed suicidality and mental health issues. Regular and ongoing use of the service was common. Respondents used the service for complex and varied reasons and often as part of a network of support. Conclusions: Respondents reported high levels of satisfaction with the service and perceived contact to be helpful. Although Samaritans aims to provide a crisis service, many callers do not access this in isolation or as a last resort, instead contacting the organization selectively and often in tandem with other types of support.
Item Type: | Journal Article | ||||
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Subjects: | B Philosophy. Psychology. Religion > BF Psychology H Social Sciences > HM Sociology |
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Divisions: | Faculty of Social Sciences > Sociology | ||||
Library of Congress Subject Headings (LCSH): | Hotlines (Counseling), Samaritans (Organization), Suicide -- Sociological aspects, Psychiatry -- Research, Surveys, Mental health | ||||
Journal or Publication Title: | Crisis: The Journal of Crisis Intervention and Suicide Prevention | ||||
Publisher: | Hogrefe Publishing | ||||
ISSN: | 0227-5910 | ||||
Official Date: | 3 July 2012 | ||||
Dates: |
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Volume: | Volume 33 | ||||
Number: | Number 6 | ||||
Page Range: | pp. 313-324 | ||||
DOI: | 10.1027/0227-5910/a000151 | ||||
Status: | Peer Reviewed | ||||
Publication Status: | Published | ||||
Access rights to Published version: | Open Access (Creative Commons) | ||||
Date of first compliant deposit: | 24 December 2015 | ||||
Date of first compliant Open Access: | 24 December 2015 | ||||
Funder: | Samaritans (Organization) |
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