Use and Outcomes of the 1926 National Mental Health Helpline During the COVID-19 Pandemic in Sri Lanka

Background: The COVID-19 pandemic significantly impacted global mental health, necessitating accessible support services. In Sri Lanka, the 1926 National Mental Health Helpline played a crucial role during the pandemic and associated lockdowns. This study aimed to assess the mental health needs of its users and the outcomes of the helpline's interventions during this period.
Methods: A descriptive cross-sectional study was conducted with 401 users of the 1926 National Mental Health Helpline between March 20th and June 20th, 2020. Data were collected via interviewer-administered structured forms and a 10-item user satisfaction questionnaire. Statistical analysis was performed using SPSS version 23.0 to describe demographic characteristics, reasons for seeking help, interventions provided, and satisfaction levels.
Results: The majority of users were female (56.8%) and married (73.7%). Mental health concerns/information (50.8%), relationship issues (12.7%), and emotional issues (10.0%) were the primary reasons for seeking help. Reassurance (61.1%) and counseling (27.7%) were the most common interventions. A high proportion of users reported receiving the support they needed (72.1%), found operators polite and helpful (96.7%), and were overall satisfied with the service (85.0% extremely or very satisfied). Help-seeking for child mental health (p=0.010), relationship issues (p=0.015), and emotional issues (p=0.034) was significantly higher among females.
Conclusion: The COVID-19 pandemic severely impacted the mental health of the Sri Lankan population, with the 1926 helpline providing substantial support for diverse mental health needs. The high user satisfaction underscores its effectiveness and importance as an accessible mental health resource during crises. These findings highlight the need to strengthen and promote such services for future public health emergencies.