郑晓华,方芳,杨丽,王思萌,付立平,祁一单,刘琦,刘洋,房禹,陈新,张雁,郝琳琳,彭冰,郑晔,桑红.新冠肺炎疫情前后长春市心理援助热线来电特征与接线员的应对策略[J].四川精神卫生杂志,2021,34(1):34-38.Zheng Xiaohua,Fang Fang,Yang Li,Wang Simeng,Fu Liping,Qi Yidan,Liu Qi,Liu Yang,Fang Yu,Chen Xin,Zhang Yan,Hao Linlin,Peng Bing,Zheng Ye,Sang Hong,Research on the characteristics of calls from psychological assistance hotline and the coping strategies of operators before and after the outbreak of COVID-19 in Changchun City[J].SICHUAN MENTAL HEALTH,2021,34(1):34-38

新冠肺炎疫情前后长春市心理援助热线来电特征与接线员的应对策略

Research on the characteristics of calls from psychological assistance hotline and the coping strategies of operators before and after the outbreak of COVID-19 in Changchun City

投稿时间：2020-06-19

DOI：10.11886/scjsws20200619003

中文关键词: 新冠肺炎心理援助热线来电状况应对策略

英文关键词:COVID-19 Psychological assistance hotline Call status Coping strategies

基金项目:

作者	单位	邮编
郑晓华	吉林省长春市第六医院，吉林长春 130052	130052
方芳	吉林省长春市第六医院，吉林长春 130052	130052
杨丽	吉林省长春市第六医院，吉林长春 130052	130052
王思萌	吉林省长春市第六医院，吉林长春 130052	130052
付立平	吉林省长春市第六医院，吉林长春 130052	130052
祁一单	吉林省长春市第六医院，吉林长春 130052	130052
刘琦	吉林省长春市第六医院，吉林长春 130052	130052
刘洋	吉林省长春市第六医院，吉林长春 130052	130052
房禹	吉林省长春市第六医院，吉林长春 130052	130052
陈新	吉林省长春市第六医院，吉林长春 130052	130052
张雁	吉林省长春市第六医院，吉林长春 130052	130052
郝琳琳	东北师范大学心理学院，吉林长春 130024	130024
彭冰	东北师范大学心理学院，吉林长春 130024	130024
郑晔	东北师范大学心理学院，吉林长春 130024	130024
桑红	吉林省长春市第六医院，吉林长春 130052	130052

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中文摘要:

目的探讨新冠肺炎疫情前后长春市心理援助热线来电特征与接线员的应对策略，提高心理危机热线援助能力。方法对长春市心理援助热线信息登记平台记录的疫情前（2019年1月20日-4月20日）和疫情期间（2020年1月20日-4月20日）来电资料的人口学特征、来电问题、应对策略、来电时段态势等信息进行回顾性研究。结果不同性别、年龄、婚姻状况、归属地、职业类型来电者在疫情前与疫情期间的差异均有统计学意义（χ²=11.205、234.240、152.083、265.458、353.385，P均<0.01）。不同求助问题的次数在疫情前与疫情期间的差异具有统计学意义（χ²=185.088，P<0.01），接线员的不同应对策略次数在疫情前与疫情期间的差异有统计学意义（χ²=226.810，P<0.01）。疫情前来电主高峰集中在16至17时，次峰集中在22至23时；疫情发生后来电主高峰同样集中在16至17时，而次峰却集中在10至11时。结论疫情期间长春市心理援助热线的来电数量较疫情前高，来电主高峰时间一致，而次高峰由22至23时调整为10至11时。疫情期间男性、30~39岁、已婚、长春市本地、职员的来电数最多，心理问题的咨询与接线员转介策略的运用在疫情前后均为最多。

英文摘要:

Objective To discuss the characteristics of psychological assistance hotline calls and operators' coping strategies of before and after the COVID-19 outbreak， in order to further improve the assistance ability of the psychological crisis hotline.Methods A retrospective study was conducted on the demographics characteristics， call problems， coping strategies， and call time trends recorded by Changchun psychological assistance hotline information registration platform before the epidemic in Changchun City （January 20， 2019-April 20， 2019） and during the epidemic period （January 20， 2020-April 20， 2020）.Results The differences between gender， age， marital status， location， and occupation type before and during the epidemic were statistically significant （χ²=11.205， 234.240， 152.083， 265.458， 353.385， P<0.01）. The number of different help calls had a statistically significant difference before and during the epidemic （χ²=185.088，P<0.01）. The difference in the number of operators’ different coping strategies before and during the epidemic was statistically significant （χ²=226.810， P<0.01）. Before the epidemic， the main peak of incoming calls was concentrated at 16∶00 to 17∶00， and the secondary peak was concentrated at 22∶00 to 23∶00. During the epidemic， the main peak of incoming calls was also concentrated at 16∶00 to 17∶00， while the secondary peak was concentrated at 10∶00 to 11∶00.Conclusion During the COVID-19 epidemic， the number of calls to the psychological assistance hotline was higher than that before the outbreak. The main peak time for calls was the same， and the secondary peak was adjusted from 22∶00 to 23∶00 to 10∶00 to 11∶00. During the epidemic， the number of calls from male， 30 to 39 years old， married， local and staff in Changchun was the most， psychological problems counseling and operator referral strategy were the most before and after the epidemic.

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