A Qualitative Study On The Work Experience Of Hotline Counselor In Public Hospitals Of Shanxi Province During COVID-19

Objective:Deeply understanding and explore COVID-19 public hospitals in Shanxi Province during psychological hotline operator feel and experience during work,from the Angle of the outbreak a gleam of psychological crisis intervention worker side reflects the public’s mental health epidemic period,need to focus on solving the psychological crisis,strengths and limitations,understand the psychological hotline aid work for psychological crisis intervention hotline work follow-up training and related personnel to provide more effective rationalization proposal.Methods:The purposive sampling method is adopted,for 6 to attend during the outbreak of the psychological hotline operator of the aid work semi-structured depth interview,interview audio can be converted to the text,the text with Maxqda software with phenomenological Colaizzi seven steps used in the qualitative analysis of interview data were key coding,induction,sorting,analysis of subject.Results:There are five themes distilled from the psychological hotline operator’s work experience: Emotions that emerge from working and related factors;Subjective feelings on the characteristics of the caller group;A useful method of work;The desired support;Challenges and difficulties.Conclusion:1.The emotions experienced by the psychological assistance hotline operators at work include tension,worry,freedom,powerlessness,feeling sorry for callers,sense of value,happiness,emotion,confusion,etc.Factors related to the emotions of the operator include the content of the call,the feedback of the call,the load of the call,and the support received by the operator.2.The operator felt that the majority of callers were local female residents and callers with a history of mental illness,and the content of the calls varied over time and the real-time dynamics of the epidemic.3.Useful working methods in the hotline include: basic competence of consultants,normalization,and resource orientation.4.Hotline staff hope to get support: care,team support,knowledge systematization.5.Difficulties and challenges encountered by hotline operators include: lack of work experience,lack of non-verbal communication,judgment of the depth of hotline work,and psychological knowledge level of callers.6.The remote psychological assistance system should systematize the working process,focus on the long-term strategy,obey relevant laws and ethical norms,provide professional pre-job training for hotlines,optimize the working team,and improve the hard and soft working environment for hotlines,so as to facilitate the smooth progress of their work.