Evaluation of support for Eating Disorders (EDs): how well used are telephone helplines and why?

Abstract

Alternative sources of support are increasingly being accessed by individuals with EDs. This mixed-method study aimed to explore perspectives and utilisation of helplines. Part one involved distribution of postal questionnaires to service users throughout Wales via NHS ED services. Deductive thematic analysis was conducted on 40/135 returned questionnaires. Part two involved evaluation of an existing helpline and support service, independent chi-square tests and qualitative content analysis were used to analyse the 153 completed contact report forms. Findings indicated that a helpline can provide emotional and informational support, however less than a third of participants reported using this type of service and satisfaction levels were mixed. Lack of awareness of the service and preference for face to face contact were identified as reasons for non-use. Results indicated that carers were more likely to use the helpline (p < .001) while sufferers were more likely to access online support (p < .001). Therefore helplines may provide a valuable source of support for carers in particular while anonymous support provided online or via mobile devices may be more suitable for individuals with EDs.