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Specialist call handlers’ perspectives on providing help on a cancer helpline: A qualitative interview study
Author(s) -
Leydon Geraldine M.,
Halls Amy,
Ekberg Katie,
Latter Sue,
Stuart Beth,
Moynihan Clare,
Salmon Peter,
Danquah Lisa,
Brindle Lucy,
Howe Sonia,
Woods Catherine J.,
Little Paul
Publication year - 2019
Publication title -
european journal of cancer care
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.849
H-Index - 67
eISSN - 1365-2354
pISSN - 0961-5423
DOI - 10.1111/ecc.13081
Subject(s) - medicine , helpline , qualitative research , hotline , telephone interview , family medicine , telecommunications , emergency medicine , social science , sociology , computer science
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.