Remote Psychological Counseling: Student Satisfaction during the Pandemic COVID-19

Journal title RICERCHE DI PSICOLOGIA
Author/s Concetta Papapicco, Anna Lacerenza, Luigi Tinella, Tiziana Lanciano, Antonietta Curci, Alessandro Taurino, Amedeo Stella
Publishing Year 2022 Issue 2021/4 Language Italian
Pages 27 P. 1-27 File size 0 KB
DOI 10.3280/rip2021oa12897
DOI is like a bar code for intellectual property: to have more infomation click here

FrancoAngeli is member of Publishers International Linking Association, Inc (PILA), a not-for-profit association which run the CrossRef service enabling links to and from online scholarly content.

The COVID-19 pandemic forced universities to rethink a new setting for psychological couseling dedicated to students, namely the reformulation of the service in remote mode. This study aimed to investigate the “satisfaction” construct of students who have benefited from the Psychological Counseling service of the University of Bari during the period of the first wave of the pandemic by COVID-19. The study analyzed quanti-qualitatively the satisfaction questionnaire given to students at the end of the path. Such a tool explores the following sub-dimensions related to lived experience: positive aspects; negative aspects; opinions and suggestions for change. The students’ responses were analyzed through Automatic Sentiment Analysis and Critical Discourse Analysis. The results showed that the Uniba Psychological Counseling service has been a real opportunity, especially in the period of lockdown due to the pandemic, for its strengths related to the professionalism of operators and the quality of service.

Keywords: ; University psychological counseling; satisfaction; Sentiment Analysis; Critical Discourse Analysis

  1. Biasi, V., Patrizi, N., De Vincenzo, C., & Mosca, M. (2017). I colloqui di orientamento per facilitare il successo accademico: una indagine sperimentale. Journal of Educational, Cultural and Psychological Studies (ECPS Journal), 1(15), 215-228.
  2. Blom, S. D., & Beckley, S. L. (2005). 6 major challenges facing student health programs. The Chronicle of Higher Education, p. B25.
  3. Bundy, A. P., & Benshoff, J. M. (2000). Students’ perceptions of need for personal counseling services in community colleges. Journal of College Counseling, 3, 92-99.
  4. Caffi, C. (2013). 7. Mitigation. Pragmatics of speech actions, 2, 257.
  5. Corposanto C. (2006). La valutazione della qualità in sanità. Alcune riflessioni teoriche. [The quality evaluation in Healthcare]. Difesa Sociale, 1-2(LXXXV), 11-32.
  6. Cowling, B. J., Ali, S. T., Ng, T. W., Tsang, T. K., Li, J. C., Fong, M. W., ...& Wu, J. T. (2020). Impact assessment of non-pharmaceutical interventions against coronavirus disease 2019 and influenza in Hong Kong: an observational study . The Lancet Public Health. DOI: 10.1016/S2468-2667(20)30090-6.
  7. De Ambrogio U. (2000). L’approccio umanistico partecipativo [The Humanistic participatory approach]. In: Ranci Ortigosa E., a cura di, La valutazione di qualità nei servizi sanitari [The Quality Evaluation of Health Services]. Milano: FrancoAngeli, pp. 185-217.
  8. Edlund, M. J., Young, A. S., Kung, F. Y., Sherbourne, C. D., & Wells, K. (2003). Does satisfaction reflect the technical quality of mental health care? Health Services Research, 38, 631-645.
  9. Farneti, P. (2016). Gratitudine, dono, perdono, spiritualità. Le emozioni positive nella vita individuale e sociale. Milano: FrancoAngeli.
  10. Favretto, G. (2007). Organizzare la soddisfazione in sanità. Milano: FrancoAngeli.
  11. Fulcheri, M., & Torre, E. M. T. (2002). Il counseling come strumento e come servizio per gli studenti del corso di laurea in Medicina e Chirurgia. In 5. Congresso nazionale di Psichiatria forense” Farmacoterapia e psicoterapia: un approccio integrato” (pp. 104-105). Tipografia Editrice Giovanni Gallizzi.
  12. Garland, A. F., Haine, R. A., & Boxmeyer, C. L. (2007). Determinates of youth and parent satisfaction in usual care psychotherapy. Evaluation and Program Planning, 30, 45-54.
  13. Geraghty, M. (1997). Campuses see steep increase in students seeking counseling. The Chronicle of Higher Education, p. A32.
  14. Holmes, E. A., O’Connor, R. C., Perry, V. H., Tracey, I., Wessely, S., Arseneault, L., ... & Ford, T. (2020). Multidisciplinary research priorities for the COVID-19 pandemic: a call for action for mental health science. The Lancet Psychiatry . DOI: 10.1016/S2215-0366(20)30168-1.
  15. Hoover, E. (2003b, December 5). More help for troubled students. The Chronicle of Higher Education, pp. A25-A26.
  16. Patterson L., Eisenberg S. (1988). The counseling process. São Paulo: Martins Editors.
  17. Backels, K., & Wheeler, I. (2001). Faculty perceptions of mental health issues among college students. Journal of College Student Development, 42, 173-176.
  18. Biasi, V. (2019). Counselling universitario e orientamento. Strumenti e rilevazioni empiriche. Milan: LED.
  19. Kaplan, D. M., Tarvydas, V. M., & Gladding, S. T. (2014). 20/20: A vision for the future of counselling. The new consensus definition of counselling. Journal of Counselling & Development, 92(3), 366-372. https://www.counselling.org/ knowledge-center/20-20-a-vision-for-the-future-ofcounselling/consensusdefinition-of-counselling.
  20. Jobes, D. A., Jacoby, A. M., Cimbolic, P., & Hustead, L. A. T. (1997). Assessment and treatment of suicidal clients in a university counseling center. Journal of counseling psychology, 44(4), 368.
  21. Kaneklin C. (2000). Valutazione e qualità nei servizi. Valutare il valore del servizio. [Services Evaluation and Quality. Evaluating the Service Value]. In: Regalia C. e Bruno A., a cura di, Valutazione e qualità nei servizi. Una sfida attuale per le organizzazioni [Services Evaluation and Quality. A Current Challenge for the organizations]. Milano: UNICOPLI, pp. 29-42.
  22. Kessler, R. C., & Mroczek, K. (1995). Measuring the effects of medical interventions. Medical Care, 33, 109-119.
  23. Kwan, V. S., Bond, M. H., & Singelis, T. M. (1997). Pancultural explanations for life satisfaction: adding relationship harmony to self-steem. Journal of personality and social psychology, 73(5), 1038.
  24. Lambert, W., Salzer, M. S., & Bickman, L. (1998). Clinical outcome, consumer satisfaction, and ad hoc ratings of improvement in children’s mental health. Journal of Consulting and Clinical Psychology, 66, 270-279.
  25. Lawrence, L. (2014). Reliability of sentiment mining tools: a comparison of semantria and social mention (Bachelor’s thesis, University of Twente).
  26. Lazzarini, G. (2003). Universi solidali: il terzo settore tra gratuità e organizzazione efficiente. EGA.
  27. Mari, S., & Scarpaci, A. (2020). COVIDiSTRESS Global Survey Consortium Studio sui correlati psicologici della pandemia, 1(1), 1-20. DOI: 10.13140/RG.2.2.25687.70560.
  28. Marocco Muttini, C. (1997). Disagio adolescenziale a scuola. Torino: UTET.
  29. Miller, G. M., and Wooten, H. R. (1995). Counseling: A New Counseling Specialty Area. Journal of Counseling and Development, 74, 172-173.
  30. Morana, M. T. (1997). Aspetti e misure della customer satisfaction/dissatisfaction. CERIS.
  31. Murphy, M. C., & Martin, T. L. (2004). Introducing a team-based clinical intake system at a university counseling center: A good method for handling client demand. Journal of College Student Psychotherapy, 19(2), 3-13.
  32. Nero, G., Tanese, A., Gramigna, A. (2003) La customer satisfaction nelle amministrazioni pubbliche. Soveria Mannelli: Rubbettino Editore.
  33. Ogles, B. M., Lambert, M. J., & Fields, S. A. (2002). The essentials of outcome assesment. Hoboken: Wiley.
  34. Oliveira, D. P., Klinger, E. F., Rodrigues, G. A., Oliveira, A. L. L. S., Adriano, D. M., Milhomem, L. F. B., ... & Oliveira, M. G. (2020). Psychological Counseling in Contemporaneity: A Psychoanalytic Perspective. International Neuropsychiatric Disease Journal, 36-41.
  35. Petitpas, A. J., Buntrock, C. L., Van Raalte, J. L., and Brewer, B. W. (1995). Counseling Athletes: A New Specialty in Counselor Education. Counselor Education and Supervision, 34, 214-219.
  36. Shriberg, A., and Brodzinski, F. R. (eds.) (1984). Rethinking Services for College. New Directions for Student Services, 28. San Francisco: Jossey-Bass.
  37. Turchik, J. A., Karpenko, V., Ogles, B. M., Demireva, P., & Probst, D. R. (2010). Parent and adolescent satisfaction with mental health services: Does it relate to youth diagnosis, age, gender, or treatment outcome?. Community Mental Health Journal, 46(3), 282-288.
  38. Turner, A. L., & Quinn, K. F. (1999). College students’ perceptions of the value of psychological services: A comparison with APA’s public education research. Professional Psychology: Research and Practice, 30(4), 368.
  39. Weiss, G., & Wodak, R. (Eds.). (2007). Critical discourse analysis. New York, NY: Palgrave Macmillan.
  40. Zeithaml V. A., Leonard L. B., Parasuraman, A. (1988). Comunication and Control Processes in the Delivery of Service Quality. Journal of Marketing, 52, 35-48.

  • Sociodemographic and Digital Education Factors Are Associated to General Health, Coping Strategies, and Academic Outcomes of Undergraduate Students during the Post-Pandemic Period Luigi Tinella, Andrea Tinterri, Anna Dipace, Manuela Ladogana, Isabella Loiodice, Andrea Bosco, in European Journal of Investigation in Health, Psychology and Education /2022 pp.1334
    DOI: 10.3390/ejihpe12090093
  • The contribution of meaning making and religiosity to individuals’ psychological wellbeing during the Covid-19 pandemic: Prosocial orientation matters Daniela Villani, Angela Sorgente, Alessandro Antonietti, Paola Iannello, in Europe’s Journal of Psychology /2023 pp.192
    DOI: 10.5964/ejop.9389

Concetta Papapicco, Anna Lacerenza, Luigi Tinella, Tiziana Lanciano, Antonietta Curci, Alessandro Taurino, Amedeo Stella, Counseling psicologico in remoto: la soddisfazione degli studenti durante la pandemia COVID-19 in "RICERCHE DI PSICOLOGIA" 4/2021, pp 1-27, DOI: 10.3280/rip2021oa12897