First Chat: Examining Counselling Services through Text-Based, Synchronous Communication
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Abstract
Objective
The purpose of this paper is to document client usage of First Chat, a secure, synchronous, live counselling chat modality that provides clients with immediate support regarding a presenting issue, and to examine the impact and effectiveness of this form of live text-based online counselling approach on the behavioural health of clients.
Background
Shepell.fgi is a Canadian-based provider of integrated health and productivity solutions that address the mental, physical and social health issues affecting the workplace. First Chat is the blending of clinical best practices, client desire for immediate support, and technological advances.
Shepell•fgi has responded to the increasing demand for live, text-based communication through the development of First Chat, a secure online chat tool that creates a real-time, person-to-person experience. First Chat provides clients with the unique experience of being able to connect live, immediately with their own counsellor through text; client and counsellor can now ‘talk’ via live chat - explore the client’s needs, work together to discuss options, review counsellor recommendations, and establish next steps.
Methods
For the purposes of this study, a sample of 407 chats was taken between December 5th 2011 and January 31st 2012. Survey data was collected via a secure chat tool from individual clients accessing First Chat in which demographic data was collected from pre-chat surveys and levels of satisfaction from self-reported post-chat surveys. The outcome measures were 1) visitor results by age and gender; 2) the ratio of clinical chat interventions vs. Triage to other services and administration support ; 3) the effectiveness of the chat tool as reported thought post-chat survey measures; 4) the number of new clients accessing services for the first time through First Chat. These outcome measures were then compared against data from other Shepell-fgi counselling services for 2011.
Results
Upon reviewing the post-chat satisfaction survey results, 94% reported feeling comfortable using chat as a clinical counselling service, 84% felt they were provided relevant information that assisted in addressing their problems, 90% reported the provider "understood my problems and concerns" with 81% stating that "my provider helped me consider the options and solutions to resolve my problems." Client self-reported survey results indicate an overall level of satisfaction of 87.25%, with 87% reporting they would recommend the chat service to others.
Online counselling (text-based, synchronous communication), is a practical, effective and useful means of delivering counselling services. Based on results, neither gender nor age appear to be obstacles to accessing online services or counselling, there appears to be a higher percentage of online clinical first chat usage when compared to call centre data and telephonic use, clients felt that First Chat met their needs, and that First Chat has been able to reach new users.
The purpose of this paper is to document client usage of First Chat, a secure, synchronous, live counselling chat modality that provides clients with immediate support regarding a presenting issue, and to examine the impact and effectiveness of this form of live text-based online counselling approach on the behavioural health of clients.
Background
Shepell.fgi is a Canadian-based provider of integrated health and productivity solutions that address the mental, physical and social health issues affecting the workplace. First Chat is the blending of clinical best practices, client desire for immediate support, and technological advances.
Shepell•fgi has responded to the increasing demand for live, text-based communication through the development of First Chat, a secure online chat tool that creates a real-time, person-to-person experience. First Chat provides clients with the unique experience of being able to connect live, immediately with their own counsellor through text; client and counsellor can now ‘talk’ via live chat - explore the client’s needs, work together to discuss options, review counsellor recommendations, and establish next steps.
Methods
For the purposes of this study, a sample of 407 chats was taken between December 5th 2011 and January 31st 2012. Survey data was collected via a secure chat tool from individual clients accessing First Chat in which demographic data was collected from pre-chat surveys and levels of satisfaction from self-reported post-chat surveys. The outcome measures were 1) visitor results by age and gender; 2) the ratio of clinical chat interventions vs. Triage to other services and administration support ; 3) the effectiveness of the chat tool as reported thought post-chat survey measures; 4) the number of new clients accessing services for the first time through First Chat. These outcome measures were then compared against data from other Shepell-fgi counselling services for 2011.
Results
Upon reviewing the post-chat satisfaction survey results, 94% reported feeling comfortable using chat as a clinical counselling service, 84% felt they were provided relevant information that assisted in addressing their problems, 90% reported the provider "understood my problems and concerns" with 81% stating that "my provider helped me consider the options and solutions to resolve my problems." Client self-reported survey results indicate an overall level of satisfaction of 87.25%, with 87% reporting they would recommend the chat service to others.
Online counselling (text-based, synchronous communication), is a practical, effective and useful means of delivering counselling services. Based on results, neither gender nor age appear to be obstacles to accessing online services or counselling, there appears to be a higher percentage of online clinical first chat usage when compared to call centre data and telephonic use, clients felt that First Chat met their needs, and that First Chat has been able to reach new users.
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