Utilisation patterns of helpline and Web chat services among gamblers in Singapore

Abstract

Gambling, a common recreational activity, can become an addiction for individuals and bring about negative consequences. Among probable pathological gamblers in Singapore, the proportion of frequent gamblers increased by 15% in 2014 compared to 2011. (1) The number of legal orders relating to casino exclusions, such as self-exclusion orders in which individuals bar themselves from entering local casinos, increased from 276,516 in December 2016 to 285,024 in March 2017. (2) Despite increases in policy and legal regulations, problem gambling may continue to be a challenge. Several countries have successfully employed helpline services to engage gamblers and their caregivers. (3-6) Profiling of Italian gambling helplines showed that most callers preferred helplines for counselling over email and chat services. (7) Conversely, Rodda and Lubman analysed the utilisation of an Australian gambling management service and noted that gamblers preferred chat services over email. (8) Another study evaluating data from gambling helplines identified age-specific clinical characteristics of callers and their need for tailored treatment. (5) These reports demonstrated the utility and acceptance of such interventions by the public. The National Council on Problem Gambling, Singapore, introduced its helpline in 2008 and Web chat system in 2014, underpinning a continuing effort to protect Singapore residents from the negative consequences of gambling. This platform facilitates access to healthcare by disseminating necessary information, educating the public and providing psychological support to those who face geographical and societal restrictions. Examining the utilisation of such services is useful for organisations to understand the needs of callers and call characteristics and, in turn, help them to use resources wisely. Comparisons with international research can also be performed to improve the quality of care in Singapore. UTILISATION OF HELPLINE AND WEB CHAT SERVICES We conducted a retrospective study with approval from the National Healthcare Group Domain Specific Review Board and the National Council on Problem Gambling. 12 months of calls and chats received by the helpline and Web chat were descriptively analysed using Microsoft Excel, with the intent of understanding service utilisation to ensure efficient resource distribution. Data was then grouped under three categories: (a) profile of callers; (b) call characteristics; and (c) follow-up action. Profile of callers There were approximately 20,748 calls and 1,697 chats from July 2015 to June 2016. Among these, the reported data was the available aggregate data for individual variables. Approximately 9,376 telephone calls and 745 Web chats were recorded and stored in the helpline system. In terms of caller type, gamblers were predominant for both telephone calls (85.4%, n = 8,010) and Web chats (73.3%, n = 546). Caller demographics were also recorded. Of the 13,524 callers whose genders were captured, the majority of the gamblers (79.7%, n = 9,074) were male and most ca...

La santé à l’ère du numérique

“…De manière service) 8 . Une aide en ligne sous forme de soutien social par la participation à des forums et un soutien téléphonique est aussi possible [24,25]. À noter que le recours au chatbot (robot logiciel pouvant dialoguer avec un joueur) semble timidement se développer dans le champ de la santé mentale [26].…”

Framing Slogans for Responsible Gambling Campaigns: A Tale of Two Models

“…For instance, as of March 2017, a total of 285,024 legal orders had been issued barring individuals from entering local casinos (including self-exclusion orders). Moreover, between July 2015 and June 2016, there were 20,748 calls made to the helpline [63]. NCPG not only introduced the helpline system, but also strives to disseminate RG messages in collaboration with gambling operators [63].…”

“…Moreover, between July 2015 and June 2016, there were 20,748 calls made to the helpline [63]. NCPG not only introduced the helpline system, but also strives to disseminate RG messages in collaboration with gambling operators [63].…”