在线咨询中评估并发会议的有效性和辅导员的注意力分配
Yucan Xu1, Christian S Chan2, Christy Tsang3
1Li Ka Shing Faculty of Medicine, School of Public Health, University of Hong Kong.
Journal of consulting and clinical psychology
|August 24, 2023
概括
同时基于文本的辅导是可行的,最佳的注意力得分为0.4,允许2-3次会议而不会影响质量. 这种方法提高了心理健康服务的提供.
科学领域:
- 心理学 心理学 心理学
- 心理健康服务 心理健康服务
- 数字健康数字健康
背景情况:
- 基于文本的在线咨询提供了可访问的心理健康支持.
- 同时辅导,一个辅导员管理多个客户,旨在解决服务差距.
- 缺乏证据证明并发咨询的有效性和最佳参数.
研究的目的:
- 调查基于文本的辅导的有效性和潜在缺点.
- 为了确定辅导员可以在保持服务质量的同时管理的最佳数量的并发会议.
- 开发一种方法来测量辅导员在并发会议中的注意力分配.
主要方法:
- 分析了54,716个在线辅导会话记录,这些记录来自于 24/7 基于文本的服务.
- 开发一个"注意力分数"来量化辅导员的注意力分配.
- 检查辅导员注意力,客户满意度和服务结果之间的关系.
主要成果:
- 同步的会议更长,更容易过早终止,并导致较低的客户满意度与非同步的会议相比.
- 确定了大约0.4 (在1.0中) 的最佳注意力得分.
- 这一最佳分数表明,可以有效地管理2-3个并发会话.
结论:
- 经验证据支持同时基于文本的咨询是可行的,而不会牺牲服务质量或客户体验.
- 开发的注意力评分提供了一种系统的方法来评估和评价并发咨询会议.
- 这项研究提供了关于优化数字心理健康服务资源配置的见解.
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