1. Key elements of a successful CIS: On-going quality assurance and collecting inquiry data UICC, ICISG, Washington 2006 Monika Preszly Manager, Cancer Information Service German Cancer Research Center

2. Context and mission German Cancer Information Service KID National 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

3. 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

4. KID: Ongoing quality assurance Call Monitoring Documentation Evaluation Resources: Reliable & User-Friendly Training Staff Support Communication Guidelines „Quality Day“ User Surveys Quality Working Group

5. Resources: Database Contains facts and addresses Best 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

6. KID Database More than 850 Texts und 3000 Adresses 88 % of Inquiries can be answered right away with the aid of the database!

7. KID Quality assurance Use of data base is mandatory Communication guidelines and FAQs → Medical disclaimer Training „Quality day“ 4 times/year: - Multiple-choice questions - Call monitoring: Recording and analysis Further development: Quality Working Group

8. 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.

9. Staff support Regular team meetings Staff support groups (counseling) Mentors for new staff Technical support Ad-hoc feedback and support

10. 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

11. 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?

12. 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)