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Exploring the Service Features of Telephone Cancer Information and Support Services From Callers' Experiences: A
Ann Livingstone1, April Murphy1,2, Jessica Bucholc1,3
1Deakin University, Geelong, Australia Institute for Health Transformation, Deakin Health Economics, School of Health and Social Development, Faculty of Health, Geelong, Victoria, Australia.
People with cancer value emotional support and trusted information from telephone cancer information and support services (CISS). Improving awareness and convenience of CISS is crucial for enhanced patient care.
Area of Science:
- Oncology
- Health Services Research
- Qualitative Research
Background:
- Telephone cancer information and support services (CISS) are vital resources for individuals affected by cancer.
- Understanding user experiences is key to optimizing these services.
Purpose of the Study:
- To synthesize evidence on user experiences with telephone cancer information and support services (CISS).
- To identify key service features for improved service development and delivery.
Main Methods:
- A qualitative evidence synthesis was conducted.
- Searched multiple databases (OVID MEDLINE, EMBASE, CINAHL, PsycINFO, SocINDEX) for relevant qualitative literature.
- Utilized CASP checklist for quality appraisal and GRADE-CERQual for confidence assessment.
Main Results:
- Seven studies were included, identifying four main themes: psychological well-being, knowledge acquisition, clarity of information, and service adequacy.
- Key aspects valued by users include emotional support, credible information, operator expertise, and convenience.
- Reluctance to call and awareness of service scope were noted barriers.
Conclusions:
- Users highly value emotional support, credible information, and operator expertise from CISS.
- Enhancing service awareness and convenience, such as extended hours, is recommended for future development.
- Further research is needed to prioritize CISS features for optimal service enhancement.
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