No call for help goes unanswered

The Caller Outcomes study measured the impact of our helpline on callers primary (distress and suicidality) and secondary (emotional wellbeing) outcomes. This study also explored callers’ experiences of using the helpline, and the difference it makes to their lives.

Key outcomes:

• For all callers, on average, there was a significant reduction in levels of distress from the start to end of a call, and from the start of a call to one week later.*
• Most callers felt their call helped them to manage their own level of distress and suicidal thoughts or feelings.
• A week after calling Samaritans, seven out of ten callers said they were feeling better, and that their call had contributed to this.
• Most callers said calling Samaritans helped them feel listened to and understood. Calling helped them see that they had options and they felt more able to make choices. It also gave people more hope for the future and made them feel like they could cope with everyday life. Some said it made them feel calmer and less lonely.
• Almost all callers said they had the volunteer’s undivided attention and were treated with respect, dignity, care and compassion. They were confident conversations would remain confidential and felt able to talk openly to the volunteers about their feelings.

What sets our helpline apart from other services?

• The majority of those who call Samaritans have also turned to other sources for support, such as their GP, mental health services or other charities. So, for most callers, Samaritans is one of several services they use to help them cope. But for more than one in ten callers, Samaritans is their only source of support.
• Callers said the immediate availability of Samaritans’ service sets it apart from other services. The helpline gives them the chance to talk to someone straight away when they need it, even in the middle of the night. There are no waiting lists and they don’t have to wait to be called back. Callers also appreciate that there is no set time limit, so they can take the time they need to talk things through and they know they can call again if they need to.
• Most callers found Samaritans’ approach to active listening helpful, especially the way Samaritans volunteers encourage callers to talk by asking open questions, without judging them or telling them what to do. This allows the caller to reflect and move forward with their own decisions and solutions.

The study has provided us with a wealth of new evidence about the positive impact of our helpline and the experience of callers. 

Getting a response from a real person and being given the time and space to talk things through helps people to find a way through their problems.

“With Samaritans, they make you feel like just at that moment, you’re the most important thing they’re dealing with.”

Samaritans caller

*Findings are based on the average of all callers’ self-reported level out of 10 during the call and one-week later.

• Samaritans' helpline infographic (PDF)
  
• Caller Outcomes Study - Full report (PDF)
  
• Caller Outcomes Study - Executive Summary (PDF)