[Skip to Content]
[Skip to Content Landing]

Success Story: Peer Support Hotline Addresses Medical Student Burnout

Based on an American Medical Association news article published March 5, 2019 and an interview with Ragha Suresh, MD, and Varsha Radhakrishnan, MD, first-year residents at Rutgers New Jersey Medical School at the time of the interview. first-year residents at Rutgers New Jersey Medical School at the time of the interview.

Learn how an all-volunteer peer counseling phone line service at Rutgers New Jersey Medical School (NJMS) focuses on student well-being and resilience.

What Was the Problem?

While the medical school had various support services in place, there was a gap in terms of focus and availability, pointing to a need for access to immediate support.

The peer counseling phone line was created by 2 fourth-year medical students and demonstrates how a resource can be set up at low cost, in little time, and adapted as needed.

Developing the Intervention

The program started in September 2017. Ragha Suresh, MD, and Varsha Radhakrishnan, MD, the medical students who started the NJMS Peer Wellness program, are now first-year residents. The service has a system in place for ensuring a call is not missed, and protocol for directing students to help beyond what it can offer—all on a shoe-string budget.

Students can call “when they're feeling down, struggling with school-related stressors, including sleep hygiene, time management, board exams,” Dr Suresh said at the International Conference on Physician Health in Toronto in 2019. “A trained fourth-year peer coach is available 7 days a week.”

That first year, about 50 volunteers were selected for the program. Each volunteer went through a simulated call training session on appropriate coaching within the scope of the project.

The call center is not intended to be a substitute for psychiatric care or professional therapy. The emphasis is on connecting callers with peers who are familiar with the strains of medical school and can provide “positive motivation and a listening ear.”

Callers receive a package with wellness information as part of a follow-up to the call. This includes tools to support resilience, such as relaxation techniques, mindfulness, good sleeping practices, and exercise. The volunteers are also trained to spot if a caller needs a referral to a higher level of service and, when warranted, will contact the school.


“You might have expected that students would be reserved or hesitant to open up in group sessions. But most were willing to talk about their experiences, and left feeling heard and supported by their peers.”

Serra Akyar, MPH, student and support line board member

A third-year student, who called the peer support line, said it was in the aftermath of an academic setback. “It was great to talk to someone” who was a peer, the student said, and not feel like she was “going to be judged in any way.”

Putting this support program together was inexpensive—less than $100—and took about 6 months to launch, including working with faculty advisers. It uses no-cost Google tools for scheduling, voicemail, and other phone necessities. Marketing was done with business cards, social media, and speaking to gathered classmates.

New focus on clerkship

The program now has about 30 volunteers and remains as a student-led program. The original vision for the program was that it would be directed at first-year, second-year, and third-year students. That focus has changed to third-year students because the transition to clerkship can be especially stressful. Other services are available to students in lower years, though.

The project has added group sessions for third-year students, which are mandatory as part of clerkship training. Each session has about 10 or 12 attendees led by a fourth-year volunteer. The focus is on recognizing burnout and being open to talking with others—especially peers—to get support and perspective throughout clerkship.

The transition from year 2 to 3 involves “unique stressors—workplace, social, emotional considerations,” said third-year student and support line board member Serra Akyar, MPH.

Our websites may be periodically unavailable between 7:00pm CT December 9, 2023 and 1:00am CT December 10, 2023 for regularly scheduled maintenance.
AMA Steps Forward logo

AMA STEPS Forward® presents actionable, practical toolkits and customizable resources that you can use to successfully implement meaningful and transformative change in your practice or organization. See How it Works

Article Information

Disclosure Statement: Unless noted, all individuals in control of content reported no relevant financial relationships.

Disclaimer: AMA STEPS Forward® content is provided for informational purposes only, is believed to be current and accurate at the time of posting, and is not intended as, and should not be construed to be, legal, financial, medical, or consulting advice. Physicians and other users should seek competent legal, financial, medical, and consulting advice. AMA STEPS Forward® content provides information on commercial products, processes, and services for informational purposes only. The AMA does not endorse or recommend any commercial products, processes, or services and mention of the same in AMA STEPS Forward® content is not an endorsement or recommendation. The AMA hereby disclaims all express and implied warranties of any kind related to any third-party content or offering. The AMA expressly disclaims all liability for damages of any kind arising out of use, reference to, or reliance on AMA STEPS Forward® content.


Name Your Search

Save Search

Lookup An Activity


My Saved Searches

You currently have no searches saved.


My Saved Courses

You currently have no courses saved.