Evaluating the NCI's Cancer Information Service contact centers: Meeting and exceeding the expectations of the public

Madeline La Porta, Heather Hagood, Julie Kornfeld, Katherine Treiman

Research output: Contribution to journalArticle

13 Scopus citations

Abstract

The National Cancer Institute's (NCI's) Cancer Information Service (CIS) provides cancer information to the public via 1-800-4-CANCER, a smoking quitline, and online. The 2003 National User Survey assessed satisfaction and outcomes among users contacting NCI's CIS by telephone and LiveHelp, an instant messaging service. Ninety-five percent of respondents were very satisfied/satisfied and 88% said their expectations had been met/exceeded. Users reported increased knowledge and self-efficacy. Most had discussed CIS information with a health professional or planned to do so. Of those who contacted CIS about smoking/tobacco use, 14% had quit and 35% cut back. The CIS provides a highly valued, effective service for patients and health professionals.

Original languageEnglish (US)
Pages (from-to)S18-S25
JournalJournal of Cancer Education
Volume22
Issue number1 SUPPL.
StatePublished - Mar 1 2007

ASJC Scopus subject areas

  • Oncology
  • Public Health, Environmental and Occupational Health

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