The Dutch cancer information helpline: experience and impact

A study was performed to evaluate the experience and impact of the Dutch national cancer information helpline. During a period of 4 weeks all callers from the target groups general public, cancer patients and friends/relatives of patients were asked to fill in a structured postal questionnaire (response 73%; N = 532). Different characteristics of the helpline were evaluated: the overall quality of the information given, the communication skills of the educators and the telephone as a channel for getting information concerning cancer. Also, several outcomes were measured: the overall satisfaction with the helpline, the impact on anxiety and the impact on meeting expectations. Most of the callers evaluated the different characteristics of the helpline very positively. Most callers were positive concerning the outcomes of the helpline. However, different target groups showed different predictors of these outcomes. The general public were mostly interested in general information, while relatives/friends and patients also seemed much in need of communicational feedback and reassurance. To maintain the high quality of the helpline it is of great importance to keep the line's expertise at a constant high level. This can be realized by training educators to attune more to the specific needs and questions of the different target groups and to try to get the 'real' questions to the surface.