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International Journal of Mental Health Systems
Published in: International Journal of Mental Health Systems 1/2016

Open Access 01-12-2016 | Research

Frequent callers to telephone helplines: new evidence and a new service model

Authors: Jane Pirkis, Aves Middleton, Bridget Bassilios, Meredith Harris, Matthew J. Spittal, Izabela Fedszyn, Patty Chondros, Jane Gunn

Published in: International Journal of Mental Health Systems | Issue 1/2016

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Abstract

Background

This paper describes a program of work designed to inform a service model to address a challenge for telephone helplines, namely frequent callers.

Methods

We conducted a systematic literature review and four empirical studies that drew on different data sources—(a) routinely collected calls data from Lifeline, Australia’s largest telephone helpline; (b) data from surveys/interviews with Lifeline frequent callers; (c) data from the Diagnosis, Management and Outcomes of Depression in Primary Care (diamond) study; and (d) data from Australia’s National Survey of Mental Health and Wellbeing.

Results

Frequent callers represent 3 % of callers but make 60 % of calls. They are isolated and have few social supports but are not “time wasters”; they have major mental and physical health problems and are often in crisis. They make use of other services for their mental health problems. The circumstances under which they use telephone helplines vary, but current service models reinforce their calling behaviour.

Conclusions

The findings point to a service model that might better serve the needs of both frequent callers and other callers. The model involves offering frequent callers an integrated, tailored service in which they are allocated a dedicated and specially trained telephone crisis supporter (TCS), and given set calling times. It also involves promoting better linkages between telephone helplines and other services that provide mental health care, particularly general practitioners (GPs) and other primary care providers. The next step is to refine and test the model.
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Metadata
Title
Frequent callers to telephone helplines: new evidence and a new service model
Authors
Jane Pirkis
Aves Middleton
Bridget Bassilios
Meredith Harris
Matthew J. Spittal
Izabela Fedszyn
Patty Chondros
Jane Gunn
Publication date
01-12-2016
Publisher
BioMed Central
Published in
International Journal of Mental Health Systems / Issue 1/2016
Electronic ISSN: 1752-4458
DOI
https://doi.org/10.1186/s13033-016-0076-4

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