Outcomes used for the evaluation of mental health helplines: A systematic review

Key Points

• Mental health helplines frequently evaluate user satisfaction and response time, noting their importance in assessing service quality.
• The review identifies key outcomes, including caller retention rates and follow-up satisfaction surveys, as essential metrics.
• Assessment involves a systematic review of various studies across different regions, focusing on identifying effective evaluation criteria.
• Findings may highlight gaps in current evaluation practices, suggesting a need for standardized outcome measures across helplines.