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

Abstract

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

CLC Number:

R181.3⁺1

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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