目的：了解大众在新型冠状病毒疫情下的应激反应特点和状况,为促进心理健康服务的发展提出相关建议。
方法：对上海援鄂热线志愿者团队的热线接通量进行统计分析,并对团队电话咨询内容文本记录进行质性分析探索来电诉求、常见心理反应和应对方式等。
结果：2020年2月4日至3月8日期间,总计热线有效接通1 082次。来电求助最主要的原因是因疫情引发的各种应激反应和困境,占文本记录来电中的49.6%,其中焦虑反应所占比例最大,占所有情绪反应中的56.1%,周边疫情较重、家人感染或有家人因感染逝世者或高暴露风险者具有更高和更复杂的应激反应。在疫情早期,民众需求以担心感染为主,随着居家隔离的持续和疫情的逐渐控制,担心感染的情况有所改善,常期居家隔离的副作用如情绪烦闷、经济压力等问题开始增多。
结论：疫情对民众的生活和心理均有重要影响,在疫情期间或结束后,可能都需要有一些针对性的干预措施。
Objective:To understand the characteristics and conditions of the stress response of the public under the coronavirus disease (COVID-19) epidemic, and to provide relevant suggestions to improve mental health services.
Methods:The number of hotline calls by the Shanghai volunteer team supporting Hubei was statistically analyzed, and the text records of the team telephone consultation were qualitatively analyzed for the exploration of the complaints and request of a call, common psychological reactions, and coping styles.
Results:From February 4 to March 8, 2020, there was a total of 1082 hotline connections. The main motivations of calling for help were different kinds of stress reactions and dilemmas caused by COVID-19, accounting for 49.60% of the calls recorded in the text, among which anxiety reaction accounted for the largest proportion, accounting for 56.12% of all emotional reactions. People living in neighborhoods more heavily affected by COVID-19, family members infected or family members died of the infection, or people at high risk of exposure had heavier and more complex stress reactions. In the early stage of the epidemic, people worried mainly about fear of infection. With the continuation of home quarantine and the gradual control of the epidemic, the fear of infection has improved, and the side effects of long-time home quarantine, such as emotional distress and economic pressure, began to increase.
Conclusion:The epidemic has an important impact on people's life and mental health, and some targeted interventions are needed both during and after the outbreak.
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