Helplines insight

Mental Health Nursing,  Jan 2006  

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Rethink severe mental illness and NIMHE have jointly published research into the effect of mental health crisis helplines, revealing they had a crucial impact on maintaining the mental health of service users and were particularly useful in dealing with the risks of self harm and suicide.

This original piece of research by Rethink, Do Helplines Help? which was commissioned by the National Institute for Mental Health in England (NIMHE), arose from the Mental Health Helplines Partnership Work, supported by the Department of Health Investment Framework for Mental Health Helplines which aims to improve choice, quality, access and service capacity to people with mental health problems.

The report explored the impact of two different Rethink 24 hour helpline services on service user pathways. The research is part of an overall review of mental health telephone services and contributes to the evidence base on the impact of telephone helplines; part of the government's bid to modernise mental health.

The study's key results from helpline staff and local mental health professionals indicate that:

* Helplines provide a valuable listening space and emotional support system - especially 'after hours.'

* Helplines play an active role in the prevention of suicide and self-harm.

* Helplines are a central component in the package of care available to service users. Additionally, service users were positive about the role of the lines and their comments suggested that:

* Helplines helped users deal with anxiety, self-harm, suicide and depression.

* Helplines provided support at times of risk.

There was a sense of relief at being able to talk things through with helpline staff; particularly out of hours. Helplines were instrumental in lessening anxiety, isolation and restoring a feeling of control in users.

A number of key recommendations were suggested to improve practice further and this study begins the process of developing a clear service model for Rethink telephone helpline services. These included:

* Ongoing and accredited staff training.

* An increase of resources to allow greater access for service users.

* Promotion to increase the awareness of helplines amongst statutory and primary care agencies.

* A need to advertise and configure the service to the Black and Minority Ethnic community.

* Raising the awareness of the Helpline as a 24 hour rather than 'after hours' service.

The qualitative study included site visits, focus groups, analysis of caller logs and telephone interviews in an attempt to gather the views of all the stakeholders involved; including helpline staff, local mental health professionals and service users.

'The mental health helpline partnership is instrumental in raising the quality of mental health helplines with the development and implementation of quality standards for helplines and the accredited training for all staff and volunteers which will be rolled out early this yearr,' said Rethink chief executive Cliff Prior.

Copyright Community Psychiatric Nurses Association Jan 2006
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