JUSTONE 24-hour Community Mental Health Support Project: Questionnaire survey and focus group on service users
Introduction
JUSTONE 24-hour Community Mental Health Support Project was sponsored by Lee Hysan Foundation, Chow Tai Fook Charity Foundation, and Kerry Group. A one-stop mental health support platform was employed to provide hotline services in addition to online counselling and training to the public, members, and caregivers. Regular follow-up and assessments to members were also performed to create supportive rapports, network resources, and prevent relapses.
Research period: February 2021- October 2022
Target population: Members (hotline callers) receiving JUSTONE services
Objectives
- To evaluate the effectiveness of JUSTONE services in terms of members’ productivity and mental well-being using a questionnaire survey
- To examine how JUSTONE services can be further improved and expanded by collecting views and suggestions through focus group interviews with members
Methods
Members were invited to complete a self-administered online questionnaire or through interview by trained staff once they had finished the first hotline service, and 6 months after receiving the service. The questionnaire comprised measurements on productivity and use of emergency medical services [1], and mental well-being [2]. Focus group interviews were also conducted in person and online to collect members’ experiences on the services, views on the strengths and improvements, as well as the impact on emotional management, relationships with families and friends, etc. after receiving the services.
Results
Questionnaire Survey
- 101 and 46 Justone service users completed the productivity-related items of Kessler 6 and WHO-5 Well-being Index, respectively.
- Six months after receiving Justone services:
- 36.1% of the respondents decreased in the number of days that daily work or normal activities were affected by emotional factors (Figure 1).
- 29.7% reduced the use of emergency medical services due to emotion (Figure 1).
- The mean score of mental well-being significantly increased from 50.52 (poor well-being) to 68.00 (average well-being) (p<0.001).
- Respondents with good well-being increased from 28.3% when receiving the services the first time to 50% (Figure 2).
Figure 1. Change of productivity and use of emergency medical services due to emotional disturbances six months after receiving services |
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| Figure 2. Change of mental well-being six months after receiving services |
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Focus Group Interviews
- Two focus groups were conducted with 8 members participating.
- Focus group respondents reflected that 24-hour service and easy accessibility were the strengths of JUSTONE, and they were allowed to share what happened in their daily lives, not only severe distressing events.
- The hotline helped relieve their stress. They were less affected by the adverse emotions and able to get back to work and continue their routine activities. The ability to self-manage their own emotion was also enhanced.
- Arrange more counsellors to answer calls and further development of online support/counselling were suggested.
Conclusion
The 24-hour hotline was effective in improving the productivity and mental well-being of the callers six months after receiving the services. The callers found the hotline helpful, not only relieving emotion and stress but also helping them self-managing of own emotions.
References
2. Topp, C. W., Østergaard, S. D., Søndergaard, S., & Bech, P. (2015). The WHO-5 Well-Being Index: a systematic review of the literature. Psychotherapy and Psychosomatics, 84(3), 167-176.
