Journal article

Systematic review of research into frequent callers to crisis helplines

Aves Middleton, Jane Gunn, Bridget Bassilios, Jane Pirkis

JOURNAL OF TELEMEDICINE AND TELECARE | SAGE PUBLICATIONS LTD | Published : 2014

Abstract

We conducted a systematic review of research into callers making multiple calls to crisis helplines. Two databases were searched, identifying 561 articles from 1960 until 2012, of which 63 were relevant. Twenty-one articles from 19 separate studies presented empirical data about callers making multiple calls to crisis helplines. Of the 19 studies, three were intervention studies, five were surveys of callers and 11 were call record audits. Most studies were conducted in the USA and defined frequent callers as people making two or more calls. Frequent callers were more likely to be male and unmarried compared to other callers. There were no reported differences between frequent callers and ot..

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Grants

Funding Acknowledgements

We are grateful for feedback and support from by the staff at the Lifeline Foundation, particularly Mr Alan Woodward. The research was supported by the Lifeline Foundation with funding from Servier Australia. Miss Middleton is the holder of a National Health and Medical Research Council PhD scholarship, and an Ian Scott PhD scholarship awarded by Australian Rotary Health.