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COVID-19 and psychological support by phone: Demands assisted at a call center service of a brazilian university

INTRODUCTION: Throughout the COVID-19 Pandemic, it was recommended to implement mental health care services mediated by Information and Communication Technologies to alleviate the suffering caused by the social distance. OBJECTIVES: To characterize the demands and the possibilities of psychological...

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Autores principales: Floriano, L., Pinto, E., Bordin, D.
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Cambridge University Press 2021
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9471725/
http://dx.doi.org/10.1192/j.eurpsy.2021.805
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author Floriano, L.
Pinto, E.
Bordin, D.
author_facet Floriano, L.
Pinto, E.
Bordin, D.
author_sort Floriano, L.
collection PubMed
description INTRODUCTION: Throughout the COVID-19 Pandemic, it was recommended to implement mental health care services mediated by Information and Communication Technologies to alleviate the suffering caused by the social distance. OBJECTIVES: To characterize the demands and the possibilities of psychological support at the Call Center of a Brazilian public university, which aims clarifying doubts about COVID-19 and to forward suspected cases of contamination. METHODS: Cross-sectional, quantitative study with secondary data. The data came from 60 Psychological Support attendance records, carried out over 24 weeks. The data were analyzed descriptively and by the paired test and McNemar. RESULTS: The majority of consultations were for people aged among 51 and 60 years (21.7%). The main demands were social (40.0%), related to feelings (40.0%) and self-reported diagnosis (18.3%), with each service mostly split into two (31.7%) or three (31.7%) conducts. There was a significant increase in the average number of reports of symptoms of psychological distress experienced during the pandemic (p <0.001), including changes in sleep patterns (p <0.001) and appetite (p = 0.002), physical symptoms (p = 0.001), physical and emotional discomfort (p <0.001) and crying / depressive mood attacks (p = 0.002). As conducts, there was a predominance of psychoeducation (78.3%) and strategies for managing suffering (68.3%) at the expense of referrals to specialized in-person services (21.7%). CONCLUSIONS: There were several demands of the evaluated Psychological Support service, which presents an important and promising strategy for meeting the demands of psychological distress in the midst of Pandemic, especially for the adult and elderly public.
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spelling pubmed-94717252022-09-29 COVID-19 and psychological support by phone: Demands assisted at a call center service of a brazilian university Floriano, L. Pinto, E. Bordin, D. Eur Psychiatry Abstract INTRODUCTION: Throughout the COVID-19 Pandemic, it was recommended to implement mental health care services mediated by Information and Communication Technologies to alleviate the suffering caused by the social distance. OBJECTIVES: To characterize the demands and the possibilities of psychological support at the Call Center of a Brazilian public university, which aims clarifying doubts about COVID-19 and to forward suspected cases of contamination. METHODS: Cross-sectional, quantitative study with secondary data. The data came from 60 Psychological Support attendance records, carried out over 24 weeks. The data were analyzed descriptively and by the paired test and McNemar. RESULTS: The majority of consultations were for people aged among 51 and 60 years (21.7%). The main demands were social (40.0%), related to feelings (40.0%) and self-reported diagnosis (18.3%), with each service mostly split into two (31.7%) or three (31.7%) conducts. There was a significant increase in the average number of reports of symptoms of psychological distress experienced during the pandemic (p <0.001), including changes in sleep patterns (p <0.001) and appetite (p = 0.002), physical symptoms (p = 0.001), physical and emotional discomfort (p <0.001) and crying / depressive mood attacks (p = 0.002). As conducts, there was a predominance of psychoeducation (78.3%) and strategies for managing suffering (68.3%) at the expense of referrals to specialized in-person services (21.7%). CONCLUSIONS: There were several demands of the evaluated Psychological Support service, which presents an important and promising strategy for meeting the demands of psychological distress in the midst of Pandemic, especially for the adult and elderly public. Cambridge University Press 2021-08-13 /pmc/articles/PMC9471725/ http://dx.doi.org/10.1192/j.eurpsy.2021.805 Text en © The Author(s) 2021 https://creativecommons.org/licenses/by/4.0/This is an Open Access article, distributed under the terms of the Creative Commons Attribution licence (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted re-use, distribution, and reproduction in any medium, provided the original work is properly cited.
spellingShingle Abstract
Floriano, L.
Pinto, E.
Bordin, D.
COVID-19 and psychological support by phone: Demands assisted at a call center service of a brazilian university
title COVID-19 and psychological support by phone: Demands assisted at a call center service of a brazilian university
title_full COVID-19 and psychological support by phone: Demands assisted at a call center service of a brazilian university
title_fullStr COVID-19 and psychological support by phone: Demands assisted at a call center service of a brazilian university
title_full_unstemmed COVID-19 and psychological support by phone: Demands assisted at a call center service of a brazilian university
title_short COVID-19 and psychological support by phone: Demands assisted at a call center service of a brazilian university
title_sort covid-19 and psychological support by phone: demands assisted at a call center service of a brazilian university
topic Abstract
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9471725/
http://dx.doi.org/10.1192/j.eurpsy.2021.805
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