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Callers’ experiences of contacting a national suicide prevention helpline: report of an online survey

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posted on 2023-06-08, 19:04 authored by Catherine. M Coveney, Kristian Pollock, Sarah Armstrong, John Moore
Background: Helplines are a significant phenomenon in the mixed economy of health and social care. Given the often anon- ymous 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 organi- zation selectively and often in tandem with other types of support.

History

Publication status

  • Published

File Version

  • Published version

Journal

Crisis - The Journal of Crisis Intervention and Suicide Prevention

ISSN

0227-5910

Publisher

Hogrefe

Issue

6

Volume

33

Page range

313-324

Department affiliated with

  • International Relations Publications

Full text available

  • Yes

Peer reviewed?

  • Yes

Legacy Posted Date

2014-11-12

First Open Access (FOA) Date

2014-11-12

First Compliant Deposit (FCD) Date

2014-11-12

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