Key elements of a successful CIS: On-going quality assurance and collecting inquiry dataUICC, ICISG, Washington 2006

Monika PreszlyManager, Cancer Information ServiceGerman Cancer Research Center

Context and mission

German Cancer Information Service KIDNational 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

Quality assurance

KID User Survey 2005

„What is most important for you when you look for information?“

Professional Competence Responsiveness to my Concerns Available time Reliable information

KID: Ongoing quality assurance

Call Monitoring

Documentation Evaluation

Resources: Reliable & User-Friendly

Training

Staff Support

Communication Guidelines

„Quality Day“User Surveys

Quality Working Group

Resources: Database

Contains facts and addressesBest 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

KID DatabaseMore than 850 Texts

und 3000 Adresses

88 % of Inquiries can be answered right away with the aid of the database!

KID Quality assurance

Use of data base is mandatoryCommunication guidelines and FAQs→ Medical disclaimerTraining „Quality day“ 4 times/year:- Multiple-choice questions - Call monitoring: Recording and analysis Further development: Quality Working Group

Call monitoring

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.

Staff support

Regular team meetings

Staff support groups (counseling)

Mentors for new staff

Technical support

Ad-hoc feedback and support

Collecting inquiry data: what for?

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: which data?

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?

Surveys: what for?

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)