“I don’t think people realise how important they are”: a mixed methods evaluation of Samaritans’ services

Background Since the first suicide helpline was established in 1953, telephone support helplines have expanded globally. One such helpline is Samaritans. Previous studies on Samaritans have explored volunteers’ perspectives and examined the number of calls users make.Aims The aim of this study was to capture the users’ experiences of Samaritans’ helpline in Ireland.Methods A mixed methods methodology, incorporating quantitative (cross-sectional) and qualitative (qualitative descriptive) elements was adopted. Participants accessed surveys via Samaritans’ website. At the end of the survey, participants could self-select to partake in 1:1 online interviews. Quantitative data were analysed using descriptive statistics; qualitative data were analysed using reflexive thematic analysis.Results A total of 395 respondents completed the survey. Telephone was the most prominent format of contact with Samaritans, at 88.6% (n = 350). Mental health was cited as the main reason callers connected with Samaritans. Almost half of respondents felt supported a lot (47.3%, n = 187). Qualitative analysis identified three themes: Availability, Accessibility, Anonymity; Connecting with Volunteers; and Expectations of Samaritans’ Services.Conclusions Samaritans’ services are highly valued by those who engage with them. However, there is a need to enhance public awareness about the specific supports Samaritans provide, and the formats of contact that are available.