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Review
. 2025 Dec 3.
doi: 10.1111/jocn.70175. Online ahead of print.

Exploring the Service Features of Telephone Cancer Information and Support Services From Callers' Experiences: A Qualitative Evidence Synthesis

Ann Livingstone  1 , April Murphy  1   2 , Jessica Bucholc  1   3 , Elaine Cook  3 , Nikki Mccaffrey  1   3 ; 13 11 20 Social Return on Investment (SROI) Project Team
Collaborators, Affiliations
Review

Exploring the Service Features of Telephone Cancer Information and Support Services From Callers' Experiences: A Qualitative Evidence Synthesis

Ann Livingstone et al. J Clin Nurs. .

Abstract

Aim: This study aims to synthesise evidence on users' experiences of telephone cancer information and support services (CISS) to identify important service features and inform service development.

Design: A qualitative evidence synthesis.

Methods and data sources: OVID MEDLINE, EMBASE, CINAHL, PsycINFO and SocINDEX databases were searched for peer-reviewed qualitative literature fitting the inclusion criteria from database inception to 30 March 2023. The included articles were double-screened, and quality appraised using the CASP checklist. GRADE-CERQual was used as a tool to assess the confidence of review findings. Content synthesis combined the qualitative data with the Loiselle cancer experience measurement framework guiding analysis. This paper is reported as per the equator network recommended SRQR checklist.

Results: Of the 607 articles screened, seven studies were included. Four main themes and 14 sub-themes about CISS aspects were identified: psychological well-being (managing emotions/coping, hope/reassurance, supporting close others and a reluctance to call the CISS); knowledge is power (information seeking, the burden of knowledge and empowerment); truth and clarity (adjunct support, credible source and improved understanding and confidence); and service adequacy (operators' ability to connect with users, convenience, service provision and awareness, and the cancer journey).

Conclusion: Findings suggest people with cancer and their carers accessing a CISS value emotional support combined with trusted information, topic expertise and a connection with the service operator. future service provision should address the lack of awareness regarding the range of services and the convenience extended operating hours may offer.

Implications for patient care: The results add to our understanding of CISS service provision. However, knowledge gaps remain regarding preferences among service features and the hierarchy of CISS characteristics to be prioritised to enhance services.

Impact: Focused CISS awareness campaigns will inform communities and healthcare professionals of the available resources to improve the lives of those affected by cancer. Ongoing service review will enable resources to be tailored to callers' needs, potentially easing the burden on existing services that are overwhelmed and under-resourced.

Patient or public contribution: This qualitative evidence synthesis did not directly involve patient or public contribution to the manuscript.

Trial registration: Systematic Review Registration Number (PROSPERO): CRD42023413897.

Keywords: cancer information and support services; oncology; qualitative evidence synthesis; qualitative research; support services; systematic review; telephone helpline.

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References

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