Dynamic observation and qualitative analysis of a psychological crisis hotline during the COVID-19 pandemic

ABSTRACT

Objective The aim of this study was to analyze the chief complaints of psychological crisis hotlines during the coronavirus disease 2019 (COVID-19) pandemic in Jiangsu, China, and to summarize the psychological characteristics of the public during the different stages of COVID-19. Methods The chief complaints of calls to the psychological crisis hotline from 27 January 2020 to 30 June 2020. A total of 578 calls were extracted and grouped using thematic analysis into categories. After statistical analysis, the monthly and three-period trends were observed dynamically to determine whether there were statistical differences in the proportion of specific chief complaints over the phases. Results There were a total of 495 cases of psychological problems or physical discomfort, accounting for 85.64% of the total sample number of hotline calls related to the pandemic. The numbers of callers with anxiety, depression, obsessive-compulsive symptoms, illness anxiety, insomnia, and physical discomfort were 370 (64.01%), 103 (17.99%), 33 (5.71%), 36 (6.23%), 51 (8.82%), and 72 (12.46%), respectively, and 83 (14.36%) callers consulted other problems. The monthly main complaints showed a fluctuating trend, and each main complaint peaked at different stages. The main complaints during the three stages had distinct features, respectively, and the proportions of calls for the specific complaints differed statistically over the phases. Conclusion Dynamic observation and qualitative analysis of psychological crisis hotline data might indicate dynamic changes and accordingly provide guidance for online crisis intervention when other public health crises occur.