China’s National Health Commission (NHC) unveiled a new centralized mental health hotline, 12356. However, the helpline’s launch has been met with mixed reactions, especially due to the absence of the number four, leading to its pronunciation as “mei si,” which translates to “it’s okay” in Chinese. For many netizens and experts, the message behind the hotline number belies deeper concerns about the state of mental health care in the country.
The hotline, introduced on January 1, aims to offer free counseling services and urgent mental health support. According to Xing Ruoqi, Deputy Director at the NHC’s Medical Administration, the initiative seeks to address the mounting stress and mental health challenges facing the population amid rapid economic development, urbanization, and an aging society.
“If the public wants to consult about mental health knowledge or has psychological distress or emotional problems, they can call 12356,” Xing stated at a press conference in December. The service is expected to be available nationwide by May 1.
The demand for mental health services in China has surged in recent years. Public attacks and high-profile incidents in late 2024 highlighted the urgent need for accessible mental health resources. Experts like Xiaojie Qin, Director of CandleX, acknowledge the significance of the helpline but emphasize the need for quality and reliable services.
“There is no shortage of such helplines in China,” Qin noted. “However, it’s crucial that the services provided are professional and effective.”
On social media platforms like Xiaohongshu and Sina Weibo, users shared varied opinions about the new helpline. While some appreciated the ease of access provided by a memorable number, others voiced concerns about the quality of service and the potential for privacy breaches.
One Xiaohongshu user, ZERO, recounted a negative experience with a local hospital psychologist, leading to distrust in mental health services. Another user, Scarecrow, described being dismissed by a hotline counselor who suggested self-reflection rather than offering support.
Privacy remains a significant concern for many potential users. Some netizens questioned whether sharing personal details could lead to repercussions, especially in a society where stigma around mental health persists.
“I worry about getting into trouble for discussing work stress or dissatisfaction with public services,” one Weibo user, Lex Flower, expressed. Another user highlighted the importance of anonymity, particularly during moments of acute distress.
Dr. Xie Bin, President of the Shanghai Mental Health Center, reassured the public that the 12356 service would adhere to strict confidentiality protocols. “China has laws protecting personal privacy, and institutions must comply to ensure the safety and anonymity of callers,” Dr. Xie said.
The new hotline is part of a broader effort to expand mental health support across China. In cities like Guangzhou, 12356 links to existing hotlines such as 81899120, which has handled over 300,000 calls, offering crisis intervention and counseling.
Despite the new initiative, some experts, including Beijing psychotherapist Qin, remain cautious about its potential impact. “The success of 12356 will depend on its operational model and the quality of services provided,” Qin remarked.
As China continues to grapple with increasing mental health issues, the launch of 12356 is a pivotal step. However, the journey towards destigmatizing mental health and providing comprehensive support is ongoing. The hotline’s success will ultimately be measured by its ability to offer genuine, empathetic support while maintaining the privacy and dignity of its users.
In the coming months, as the hotline becomes fully operational nationwide, the public and health experts alike will closely monitor its effectiveness in meeting the country’s mental health needs. For now, the launch of 12356 marks a significant, albeit cautious, move toward addressing a critical aspect of public health in China.
