Specialist call handlers’ perspectives on providing help on a cancer helpline: A qualitative interview study

Abstract

Objective To identify call handlers’ key experiences of providing telephone help on a cancer helpline. Methods Semi‐structured qualitative interviews with 30 call handlers from three UK‐based cancer helplines. Transcribed interview data were analysed thematically. Results Thematic analysis identified three themes: (a) call handlers’ perceptions of their role on the helpline, (b) challenges of working on a helpline and (c) the need for training/keeping up with competencies. Call handlers reported satisfaction with their experience. However, there are tensions: whilst advice is formally not part of the remit of the helpline, in practice the boundary between giving advice and giving information can be blurred. No follow‐up with callers could be difficult and experienced as a lost opportunity to help. Managing patient expectations could be challenging, and interviewees described particular difficulties with distressed callers. Training for the role was commonplace, but there was sometimes a desire for more opportunities. Conclusion There are challenges faced by helpline staff, and it can be difficult to manage callers’ distress and expectations of what they might get from a call experience. Recognising the skill and complexity of the call handler role is important, as it is meeting call handlers’ support and training needs. Support is important to minimise the risk to their own emotional well‐being.

Delivering remote consultations: Talking the talk

“…Determining the ‘success’ of remote consultations can be difficult to gauge ( Leydon et al, 2019 ), especially if there is no spontaneous feedback from the recipient. In a study evaluating the success of calls to three UK cancer helplines, call handlers described a successful call as one in which the caller’s expressed needs have been clearly met ( Leydon et al, 2019 ), again highlighting the importance of agenda-setting.…”

Delivery of cancer care via an outpatient telephone support line: a cross-sectional study of oncology nursing perspectives on quality and challenges

“…The Ottawa Hospital Cancer Centre (TOHCC) is an academic tertiary center providing access to specialized cancer care and clinical trials. TOHCC serves a population of approximately 1.5 million patients in Eastern Ontario, Canada, with over 25,000 visits per year [ 9 ]. The center provides care via two telephone support lines, the TOHCC patient support line (PSL) and the Wellness Beyond Cancer PSL.…”

“…The Wellness Beyond Cancer PSL was established in 2012 to address concerns related to patients who have been discharged from the cancer center following the completion of their cancer treatment. It is available from 8 am to 4 pm, Monday to Friday [ 9 ]. Both PSLs are supported by a cohort of oncology nurses (ONs, n = 42), clerical staff.…”