Specialist call handlers' perspectives on providing help on a cancer helpline: A qualitative interview study.
call handlers’ perception
cancer helpline
cancer information
psychosocial support
qualitative
Journal
European journal of cancer care
ISSN: 1365-2354
Titre abrégé: Eur J Cancer Care (Engl)
Pays: England
ID NLM: 9301979
Informations de publication
Date de publication:
Sep 2019
Sep 2019
Historique:
received:
18
06
2018
revised:
15
02
2019
accepted:
25
03
2019
pubmed:
28
5
2019
medline:
27
2
2020
entrez:
25
5
2019
Statut:
ppublish
Résumé
To identify call handlers' key experiences of providing telephone help on a cancer helpline. Semi-structured qualitative interviews with 30 call handlers from three UK-based cancer helplines. Transcribed interview data were analysed thematically. 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. 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.
Types de publication
Journal Article
Langues
eng
Pagination
e13081Subventions
Organisme : Dimbleby Cancer Care
Informations de copyright
© 2019 John Wiley & Sons Ltd.
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