Geraldine M Leydon1, Amy Halls2, Katie Ekberg3, Sue Latter4, Beth Stuart1, Clare Moynihan5, Peter Salmon6, Lisa Danquah7, Lucy Brindle4, Sonia Howe8, Catherine J Woods1, Paul Little1. 1. Primary Care and Population Sciences, University of Southampton, Southampton, England. 2. Faculty of Health and Medical Sciences, University of Surrey, Guildford, England. 3. School of Health and Rehabilitation Sciences, University of Queensland, Brisbane, Queensland, Australia. 4. School of Health Sciences, University of Southampton, Southampton, England. 5. Institute of Cancer Research, Psychology Research Group, London, England. 6. Institute of Psychology, Health and Society, University of Liverpool, Liverpool, England. 7. London School of Hygiene and Tropical Medicine, London, England. 8. The Helplines Partnership, Peterborough, Cambridgeshire, England.
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.
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.
Authors: Hely Shah; Lisa Vandermeer; Fiona MacDonald; Gail Larocque; Shannon Nelson; Mark Clemons; Sharon F McGee Journal: Support Care Cancer Date: 2022-08-18 Impact factor: 3.359