The Psychological Hotline Services Quality Survey during the Pandemic of COVID-19 in Mainland China

Abstract

The outbreak of the COVID-19 pandemic has provoked a significant amount of panic due to dramatic changes in daily routines for residents all over China. In response, more than 600 psychological hotlines have been built or modified and have supplied mental health services for the public. Regarding the service quality of the hotlines, a survey has been conducted to investigate the running of hotline services during the COVID-19 pandemic. The results reveal that the more successful hotlines all had better trained hotline counselors, and in the meanwhile, the key features of providing supervision arrangements and training resources. Moreover, the referral list should be adjusted according to the accessibility of the recourses during the pandemic.