新型冠状病毒肺炎疫情下心理援助热线接线员心理压力现状调查及影响因素分析

职业与健康 ›› 2023, Vol. 39 ›› Issue (3): 329-333.

新型冠状病毒肺炎疫情下心理援助热线接线员心理压力现状调查及影响因素分析

姜华东^1a, 庄蓉^1b, 白利峰², 张梦寒², 王艺², 苏艳丽^1a

1.西安市精神卫生中心a心理科，b临床心理二科，陕西西安 710100;
2.陕西中医药大学公共卫生学院，陕西咸阳 712000

收稿日期:2022-06-16 修回日期:2022-07-18 发布日期:2026-03-02
通信作者: 苏艳丽，副主任医师，E-mail：suyanli1123@163.com
作者简介:姜华东，男，主要从事心理咨询与治疗工作。
基金资助:
西安市科技局[20YXYJ0007（06）]

Investigation on mental health status of psychological assistance hotline operators during COVID-19 epidemic and analysis of its influencing factors

JIANG Hua-dong^1a, ZHUANG Rong^1b, BAI Li-feng², ZHANG Meng-han², WANG Yi², SU Yan-li^1a

1. a Psychology Department，b Second Department of Clinical Psychology，Xi'an Mental Health Center，Xi'an Shaanxi 710100，China;
2. School of Public Health，Shaanxi University of Chinese Medicine，Xianyang Shaanxi 712000，China

Received:2022-06-16 Revised:2022-07-18 Published:2026-03-02
Contact: SU Yan-li，Associate chief physician，E-mail：suyanli1123@163.com

摘要/Abstract

摘要： 目的了解新型冠状病毒感染疫情（新冠疫情）下陕西省（西安市）心理援助热线接线员的工作情况及心理健康状况，旨在疫情防控常态化情形下为热线接线员开展心理健康干预提供依据。方法 2021年12月—2022年1月，采用一般资料调查问卷、陕西省（西安市）心理援助热线接线员调查问卷、中国人压力知觉量表（Chinese perceived stress scale，CPSS）、广泛性焦虑量表（generalized anxiety scale，GAD-7）、抑郁症筛查量表（patient health questionnaire 9，PHQ-9）对128名热线接线员进行调查，并对数据进行分析。结果新冠疫情防控期间，西安市心理援助热线接线员CPSS得分为（27.13±6.59）分，GAD-7得分为（1.27±1.87）分，PHQ-9得分为（1.45±2.27）分，热线工作满意度得分为（8.61±1.06）分;不同的一次工作时间内接线数的接线员CPSS得分比较，差异有统计学意义（P<0.01）;接线员CPSS得分与GAD-7、PHQ-9得分呈正相关（r=0.539、0.567，均P<0.01），与热线工作满意度得分呈负相关（r=-0.359，P<0.01）;一次工作时间内接听电话数、GAD-7得分、PHQ-9得分和热线工作满意度是热线接线员的CPSS得分的影响因素（均P<0.01），可以解释总变异的54.1%。结论新冠疫情防控下，陕西省（西安市）心理援助热线接线员的心理压力较小，针对影响心理压力的相关因素要予以重视，促进热线工作的良好发展。

关键词: 心理援助热线, 新型冠状病毒肺炎, 热线接线员, 心理压力

Abstract: Objective To explore the work and mental health status of the psychological assistance hotline operatora in Xi'an City during Coronavirus Disease 2019（COVID-2019） epidemic，so as to provide evidence for carrying out the mental health intervention among the hotline operators under the situation of normalization of epidemic prevention and control. Methods From December 2021 to January 2022，128 hotline operators were investigated by general data questionnaire，Shaanxi Xi'an psychological assistance hotline operator questionnaire，Chinese perceived stress scale（CPSS），generalized anxiety scale（GAD-7），and patient health questionnaire 9（PHQ-9），and the data were analyzed. Results During the prevention and control of COVID-19 epidemic，the CPSS score of the operators of Xi'an psychological assistance hotline was （27.13±6.59）points，the GAD-7 score was （1.27±1.87）points，the PHQ-9 score was （1.45±2.27）points，and the job satisfaction score of the hotline was （8.61±1.06）points.There were statistically significant differences in the CPSS scores among operators with different number of calls answered in a working time（P<0.01）. The CPSS score of operators was positively correlated with the GAD-7 score and the PHQ-9 score（r=0.539，0.567，both P<0.01），and negatively correlated with the total score of hotline job satisfaction（r=-0.359，P<0.01）. The number of calls answered in a working time，the GAD-7 score，the PHQ-9 score and hotline job satisfaction were the influencing factors of the CPSS score（all P<0.01），which can explain 54.1% of the total variation. Conclusion Under the prevention and control of COVID-2019，the psychological pressure of the operators of the psychological assistance hotline in Xi'an City of Shaanxi Province is low，and it is necessary to pay attention to the related factors affecting the psychological pressure to promote the good development of the hotline work.

Key words: Psychological assistance hotline, Coronavirus Disease 2019, Hotline operator, Psychological stress

中图分类号:

R181.3⁺1

姜华东, 庄蓉, 白利峰, 张梦寒, 王艺, 苏艳丽. 新型冠状病毒肺炎疫情下心理援助热线接线员心理压力现状调查及影响因素分析. [J]职业与健康, 2023, 39(3): 329-333.

JIANG Hua-dong, ZHUANG Rong, BAI Li-feng, ZHANG Meng-han, WANG Yi, SU Yan-li. Investigation on mental health status of psychological assistance hotline operators during COVID-19 epidemic and analysis of its influencing factors. [J]OCCUPATION AND HEALTH, 2023, 39(3): 329-333.

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