Development of an outcome monitoring system for crisis telephone ...
Development of an outcome monitoring system for crisis telephone ...
Development of an outcome monitoring system for crisis telephone ...
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<strong>Development</strong> <strong>of</strong> <strong>an</strong> Outcome Monitoring System<br />
27<br />
perceived calling DCO as lowering their <strong>an</strong>xiety <strong>an</strong>d helping them discover new ways to<br />
address their problem.<br />
In response to a question related to whether or not calling DCO helped callers ch<strong>an</strong>ge<br />
their perception <strong>of</strong> their problem, 69% (n = 24) <strong>of</strong> 35 follow-up respondents stated “yes” <strong>an</strong>d<br />
22% (n = 8) said “no”. Similarly, 68% (n = 23) indicated that they had taken some action to<br />
address their problem(s) since phoning DCO. As shown in Figure 6, 91% (n = 30) <strong>of</strong> followup<br />
respondents felt that their call to DCO helped them cope with the issue <strong>for</strong> which they<br />
phoned.<br />
Figure 6<br />
Percentage <strong>of</strong> Respondents Who Indicated That DCO Had Helped Them Cope<br />
With the Issue <strong>for</strong> Which They Phoned (N = 35)<br />
9%<br />
Helped Cope<br />
91%<br />
Did Not Help<br />
Cope<br />
In response to <strong>an</strong> open-ended question about how respondents perceived their<br />
problems differently as a result <strong>of</strong> phoning the DC, over half <strong>of</strong> the respondents (57%)<br />
indicated that they had engaged in a <strong>for</strong>m <strong>of</strong> “cognitive restructuring”. For example, a<br />
number <strong>of</strong> respondents talked <strong>of</strong> having developed a different perspective on their problem.<br />
Respondents also indicated having <strong>an</strong> increased sense <strong>of</strong> hope <strong>an</strong>d calmness relating to their<br />
problem <strong>an</strong>d focusing more on the present th<strong>an</strong> the past. Several respondents (17%) also<br />
indicated that their ch<strong>an</strong>ged perceptions <strong>of</strong> their problem led them to engage in “support<br />
seeking” by establishing links to pr<strong>of</strong>essionals who could help them. Some respondents also<br />
referred to taking action to address their problem as evidence <strong>of</strong> ch<strong>an</strong>ged perceptions.<br />
Related to coping, <strong>an</strong>other open-ended question asked respondents if they had taken<br />
<strong>an</strong>y action about their problem since calling DCO. Almost half <strong>of</strong> respondents said they did<br />
with their actions including taking medication, participating in physical activities, following<br />
up on referrals provided by volunteers, <strong>an</strong>d learning to communicate better with others. Onefifth<br />
<strong>of</strong> the respondents indicated engaging in support-seeking (e.g. called psychiatrist / case<br />
worker, talked to friends, went to a clinic) in response to their problem.<br />
In response to a question about whether or not calling DCO affected suicidal feelings<br />
or thoughts, 8 (23%) <strong>of</strong> 35 follow-up respondents said “yes” <strong>an</strong>d one respondent (3%) said<br />
Centre <strong>for</strong> Research on Community Services
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