Evaluation of a national breast cancer information service: the Iranian experience

This descriptive study evaluates a newly established national breast cancer information service in Iran and reports data on the impact of contacting the service. Two instruments were used to collect data: a "call record form" and a "user survey" questionnaire. The call record was filled in after each inquiry, and during 1 year 1,000 forms were completed. The questionnaire was filled in 1 week after each inquiry and was completed for a random sample of 400 callers. Thus, the results are presented in two parts. Analysis of the call record forms (part one) showed that 95% of the callers were female, mostly married (82%) and with secondary or higher education (80%). Most callers reported that they had heard about the service through the mass media (69%). Benign breast diseases, mastalgia and breast masses were the most common subjects of the inquiries (28%, 27%, and 18%, respectively). The majority of callers (77%) said that the main reason for contacting the service was that they wanted more information about breast diseases. Examination of the questionnaires (part two) revealed that 97% of respondents described the service as "useful" or "very useful". The vast majority (80%) perceived the information given as "easy" or "very easy" to understand. When respondents were asked to compare their feelings before and after contacting the service, 86% said that they felt "much more" or "a little more cheerful" and 81% said that they felt "much less" or "a little less worried". Practically all (99%) were satisfied with the overall service provided. The findings indicate that the service is effective in providing information and support for patients, relatives and the general public. The real challenge is how to make the service more widely available, especially to breast cancer patients.