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Ensuring Quality and Collecting Inquiry Data for a Successful Cancer Information Service

This article discusses the key elements of a successful Cancer Information Service (CIS), focusing on ongoing quality assurance and the importance of collecting inquiry data. It explores the methods used for quality assurance, staff support, training, and the collection of inquiry data, highlighting the benefits and uses of such data. The article also emphasizes the importance of feedback and surveys for improving the service and planning future developments.

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Ensuring Quality and Collecting Inquiry Data for a Successful Cancer Information Service

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  1. Key elements of a successful CIS: On-going quality assurance and collecting inquiry dataUICC, ICISG, Washington 2006 Monika Preszly Manager, Cancer Information Service German Cancer Research Center

  2. German Cancer Information Service KID National service for the general public, patients and families Since 1986 at the German Cancer Research Center Heidelberg, Main Sponsor: Federal Ministry of Health Reference Center for cancer information and communication Telephone, E-Mail, face-to-face counselling, Internet, publications Context and mission

  3. KIDUser Survey 2005 „What is most important for you when you look for information?“ Professional Competence Responsiveness to my Concerns Available time Reliable information Quality assurance

  4. KID: Ongoing quality assurance Staff Support Training Resources: Reliable & User-Friendly Communication Guidelines Documentation Evaluation Call Monitoring User Surveys „Quality Day“ Quality Working Group

  5. Contains facts and addresses Best available evidence → Quality-checked resources → Peer-reviewed by KID staff Balanced and understandable information Identifying alternatives, uncertainties and controversial issues Web-based and user-friendly Resources: Database

  6. KID Database More than 850 Texts und 3000 Adresses 88 % of Inquiries can be answered right away with the aid of the database!

  7. Use of data base is mandatory Communication guidelines and FAQs → Medical disclaimer Training „Quality day“ 4 times/year: - Multiple-choice questions - Call monitoring: Recording and analysis Further development: Quality Working Group KID Quality assurance

  8. Analysis of real calls or test calls Methods: Supervisor or telephone service manager Peer monitoring Self monitoring What is monitored: Content (use of authorized resources, accurate, comprehensive) Client-centered (tailored to users‘ needs) Manner: objective, empathic, etc. Call monitoring

  9. Regular team meetings Staff support groups (counseling) Mentors for new staff Technical support Ad-hoc feedback and support Staff support

  10. To know who uses the service To understand about callers‘ needs To learn about gaps in information and support Identify special areas of need To plan further development of the service Collecting inquiry data: what for?

  11. Basic demographics Type of Caller Type of Cancer / Stage of Disease Subject of Inquiry Answer(s) given and resources used How did user learn about CIS? Collecting inquiry data: which data?

  12. Measure output and impact of service Are users‘ needs met? How can the service be improved? Are other types of service needed? Input for strategic planning of organization Contribution to health services research Feedback to health politicians and sponsors (Funding) Surveys: what for?

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