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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)