Information and support needs of callers to the Cancer Helpline, The Cancer Council Victoria

Abstract

The broad aims of the present evaluation were, firstly, to describe the information and support needs of callers to a Cancer Helpline and, secondly, to describe the response of the service to these needs. A further aim was to use these results to develop strategies to improve the service. Anonymous caller information collected over a 6-year period was analysed. The setting of the study was the Cancer Helpline service operated by the Cancer Council Victoria within the state of Victoria, Australia. The caller profile was similar to that described in the literature, with the majority of callers being women, younger than the general cancer population and enquiring most commonly about breast cancer. Patients and their relatives called to obtain information about cancer diagnosis, treatment and management and to obtain psychological and emotional support. Callers received emotional support, were supplied with verbal and written information and were referred to a variety of support services. Some population groups are underrepresented in the data. Changes to the Helpline and other services over the 6-year period are described. The pattern of callers to the Cancer Helpline appears similar to that described in the USA and Europe. Many issues and challenges are common. The paper discusses additional strategies for meeting the information and support needs of those affected by cancer and describes current and suggested research areas.

Teachable moments in diet and nutrition for family and friends calling the Cancer Helpline

“…The database also showed that during these calls some family members and friends of patients with cancer discussed issues surrounding unproven cancer-related diet and nutrition cancer (n=88), risk factors and causes (n=62), early detection (n=57), food and nutrition programs (n=41) and cancer prevention (n=29). Although previous Cancer Helpline evaluations have demonstrated that discussion topics vary by caller type, 8 this finding illustrates the potential readiness of family and friends of patients with cancer to discuss issues associated with cancer risk and lifestyle factors. This finding also positions itself within models of behaviour change, such as the Health Belief Model, 9 in that relatives of cancer patients may be receptive to health promotion messages because of their heightened sense of susceptibility to negative health consequences.…”

A Telephone Helpline Assessment of Psychosocial Needs of Adults with Cancer Post Institute of Medicine (IOM) Recommendations

“…Seventy-seven percent of the callers were women. Other reports also indicated that women made up the majority of callers to a cancer helpline [18] [23].…”

“…They are a reliable source of information for people with cancer and their caregivers, especially those who do not have internet access or who prefer talking directly to a cancer resource professional [18] [22] [24]. Similar to the internet, telephone helplines are not constrained by geographic location or transportation issues and grant a certain degree of anonymity to the caller.…”

“…Telephone-based cancer helplines have provided critical cancer-related information to people with cancer and their caregivers for more than three decades [18]- [27]. They are a reliable source of information for people with cancer and their caregivers, especially those who do not have internet access or who prefer talking directly to a cancer resource professional [18] [22] [24].…”

Development and Application of Telephone Counseling Services for Care of Patients with Colorectal Cancer

“…Medical personnel may help patients manage mental stress by guiding them to release their emotions, provide emotional support, and help patients adapt to the disease (Goldman et al, 2007). A study by Jefford, Kirke et al (2005) shows that, of the 76000 telephone counseling conducted, more than 50% of the calls were made by the general public inquiring about cancer prevention and most of the questions posed by the cancer patients and their family members were related to cancer treatment and management. A retrospective study by Jeffordet al (2005) evaluated 27480 telephone counseling and found that in average, each call lasted for about 4 minutes and 70% of the calls lasted less than 7 minutes, and calls by cancer patients and their family members were usually made to inquire about cancer related matters such as cancer treatment, management of side effects, and tests and examinations.…”