Preventing Suicide and Self-Harm: Evaluating the Efficacy of a Helpline From a Service User and Helpline Worker Perspective

Background: Telephone helplines are considered to play an important role in preventing suicide and self-harm among callers in distress. However, inconsistency in the methods of evaluating such services has limited the firm conclusions that can be drawn.

Aims: To evaluate the efficacy of a UK-based helpline from a service user and helpline worker perspective.

Method: Callers were asked about their mental state at the beginning and end of the call with a short questionnaire. Helpline workers were surveyed about their experiences of using the questionnaire as part of routine service provision.

Results: The helpline was successful at reducing suicidal and self-harming ideation. The short questionnaire method was also successfully integrated into routine practice.

Conclusion: Evaluating the efficacy of helplines can be successfully achieved using the short questionnaire method.