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目的:总结心理热线的来电特点和处理效果。方法:对2011-2013年宁波市康宁医院的热线记录资料作统计分析。结果:来电者男性多于女性(χ2=13.17,P<0.01),本人来电最多,其次是母亲和父亲;来电类型中“需要信息”的最多,其次是“精神心理问题”和“家庭问题”;来电处理后“疏导完成”的最多,其次是“转介面询”。结论:来电者多为男性,多数本人来电,“需要信息”和“精神心理”问题类型来电较多,热线处理多数有效,但仍需注意培养资深志愿者。
OBJECTIVE: To summarize the characteristics and treatment effect of psychological hotline. Methods: A statistical analysis was made on the hotline records of Corning Hospital in Ningbo City from 2011 to 2013. Results: There were more males than females (χ2 = 13.17, P <0.01), and most of them were callers, followed by mothers and fathers; caller types had the most information needs, followed by psychiatric problems and “Family problems ”; call processing “divert to complete ” the most, followed by “referral interrogation ”. Conclusion: Most of the callers are men. Most of the callers call themselves. The information type needs more information and mental health problems. Most of the hotline processing is effective, but senior volunteers still need to be cared for.