96525 psychological assistance hotline is called ＂mental emergency room＂

"525" is the homonym of "I love me", reminding everyone to "cherish life and care for themselves". To this end, from May 25th to June 25th, various departments of our city jointly launched the theme activity of "Sunshine Escort, Enjoy the Soul". Through a series of publicity and the promotion of the 96525 psychological assistance hotline, we called on everyone to be kind to themselves and care for themselves, so as to further enhance the public’s psychological quality and promote the harmonious development of physical and mental health.

From more than 100 calls a year to thousands.

Increase in demand

It is understood that in 2020, the Provincial Health and Wellness Committee applied to the provincial communication management department for a short number of 96525, and in that year, it was determined to be the psychological assistance hotline of Zhejiang Province. Wenzhou City opened this hotline for the first time, and the hotline answering work relied on the professional strength of the Seventh People’s Hospital of the city.

In fact, the Seventh People’s Hospital of the city has a long history of psychological assistance hotline work and has rich experience. As early as 2005, the hospital opened the first psychological assistance hotline 0577-88434567, and also opened the QQ online psychological assistance group. At that time, the service team was already very professional, consisting of psychiatrists and psychological counselors. However, there are not many consultation calls, only one or two every day.

Later, with the increasing demand for public psychological services, coupled with the integration of the 12355 youth psychological special line set up by Wenzhou Communist Youth League Committee, the number of psychological assistance hotlines increased significantly. The hospital also made full use of the social platform and added the WeChat psychological assistance "Wen Qi Yi Talk Channel", which was well received.

In 2017, in order to standardize all kinds of psychological assistance hotlines in our city, the hospital integrated some free psychological assistance hotlines in our city into 12320, and concentrated professional talents to provide professional and high-quality psychological assistance services for the people in the city.

"The number of psychological assistance hotlines has increased from more than 100 per year to thousands today." Huang Guoyong, secretary of the Party Committee of the Seventh People’s Hospital, said that since the opening of the city’s unified psychological assistance hotline 96525 in 2020, up to now, a total of 14,538 psychological counseling calls have been received. Since the beginning of this year, a total of 1629 calls for psychological counseling have been received. Judging from the problem of telephone consultation, the emotional problem of minors under the age of 18 ranks first, accounting for 25%; Followed by emotional problems of adults, accounting for 11%. In the process of consultation, the problems of 15 callers with high-risk situations such as depression and suicidal ideation were successfully solved.

"In recent years, the number of telephone consultations has increased, reflecting the public’s greater demand for professional psychological counseling." Huang Guoyong said that these psychological problems mostly come from work, family, school and so on. Due to the great pressure of life and work, modern people will have some minor psychological problems more or less. If they can get benign guidance, they will easily return to normal.

From student problems to various crisis events.

Expand the scope of consultation

May 25th is "National Mental Health Day for College and Middle School Students". From this perspective, the original 96525 was more of a "special line" for students. However, in the past two years, with the increase of public awareness of 96525, the caller group has already expanded from students to all ages and occupations, and the consultation questions are also varied, and there are even high-risk situations.

Recently, a young mother called to tell her anxiety. It turned out that her child had otitis media, and the elders at home took the child to the hospital to see a doctor. She is worried that they will be infected with other diseases during the treatment, and then infect themselves, so they are in anxiety every day and even affect their sleep. She will continue to wash her hands and take her temperature. But in fact, her family has been in the hospital for more than half a month, and there are no symptoms of discomfort. At this time, she feels that there is something wrong with her excessive worry and she almost collapses. After the normalization and positive explanation of the counselor, the counselor relaxed a lot, and she accepted her state more.

Huang Guoyong said that 96525 received calls from graduate students asking how to deal with the relationship with their tutors, parents asking how to educate adolescent children about sex, middle and high school students seeking ways to relieve anxiety before exams, and middle-aged men trying to relieve the pressure brought by family and work. "The psychological assistance hotline has a clear functional orientation, which is the first-level prevention of the crisis. Of course, everyone has a different understanding of the crisis. As long as you feel that something has an impact on you and it will get worse if you don’t solve it, then this is a crisis. At this time, you can call the psychological assistance hotline. " He said that even some people who have not encountered practical problems but just want some advice and suggestions can seek help from the hotline service. In a word, the function of the psychological assistance hotline is to help counselors to relieve emotional stress, learn to face reality and restore their sense of control over life.

From tinkering around the edges to becoming stronger and bigger.

Building a high-quality "lifeline"

The 96525 psychological assistance hotline is online 24 hours a day, providing free consultation and counseling services around the clock.

"Offline clinics are’ visible and tangible’, which can be comprehensively judged and evaluated by the patient’s face-to-face, speech, body posture and other aspects; On the online, you can only communicate through voice. This requires psychological counselors and psychotherapists who answer calls, and can use professional knowledge to quickly judge and solve problems. The team behind this phone line is quite strong. " Huang Guoyong compared the 96525 psychological assistance hotline to a "mental emergency room". Once it encounters a high-risk situation, it is a "lifeline".

Huang Guoyong said that next, we will continue to strengthen team building and train professional talents. Constantly improve the professionalism, professional ability and service awareness of the operator team, and help the consultants to stabilize their emotions, find out the reasons, provide psychological support and guidance, and find themselves through reflective listening. Establish a dynamic updating mechanism of knowledge base information, and equip professionals to improve service quality and professional quality, and realize the "quantity and quality" Shuang Sheng for mental health talents.

Pan Jianfen, deputy director of the Department of Disease Prevention and Control and Occupational Health of the Municipal Health and Health Commission, said that since the beginning of this year, the city has accelerated the integration of various psychological service hotlines, and achieved "mental health number one" through withdrawal and merger. For example, the youth rights hotline 12355, the women’s Federation rights hotline and the family education hotline all realize two-way transfer with 96525, and the 12345 and 96525 run in parallel, and the special psychological service is accepted by 96525. Citizens can get free professional mental health consultation service anytime and anywhere by dialing 96525.

Pan Jianfen said that next, the city’s psychological assistance hotline management center will be upgraded by relying on the 96525 hotline, and feedback information from psychological assistance hotlines, official portals, WeChat WeChat official account, offline self-service terminals, offline venues and other mental health service portals will be gathered, and 110 public security alarm systems and 120 medical emergency systems will be embedded to realize 24-hour free and efficient psychological emergency assistance. Make the 96525 hotline a "heart-to-heart bridge" to communicate social psychology, a "happy lock" to promote mental health, and a "hard brand" to show first-class service.

"Of course, while promoting the psychological assistance hotline, the hospital will also actively carry out diversified popular science propaganda and comprehensively carry out mental health promotion and education, such as spreading mental health knowledge through psychological lectures into the campus and community clinics, advocating a healthy lifestyle, improving mental health literacy, and cultivating a good social mentality, so that everyone can become the’ first person responsible for their mental health’." Huang Guoyong said.(Reporter Hu Ning)