VALUE AND IMPACT OF THE CANCER INFORMATION-SERVICE TELEPHONE SERVICE - PART 4

The Cancer Information Service (CIS) of the National Cancer Institute (NCI) is a health communications program that disseminates information through two channels: to individuals through a toll-free telephone se rvice a,td to organizations (serving primarily underserved populations ) through an outreach program. People call the 1-800-4-CANCER line to meet a variety of information needs. The information specialists who r espond to these calls are prepared to answer questions ranging from ca ncer prevention to early detection, treatment, and survivorship. In a 1996 random sample survey, 2,489 callers were asked why they called, h ow they valued the information, and what health-related actions they t ook or decisions they made since their call. Results show the CIS is h ighly valued by its users, with satisfaction high across gender, age, education, and racial/ethnic groups. While differences in satisfaction were observed by caller type and,subject of inquiry, nearly all respo ndents reported that contact with the CIS increased knowledge, provide d reassurance, and influenced decisionmaking and health behavior. Over all, 95% were satisfied with CIS information, 98% trusted the informat ion, 92% reported an increase in knowledge, 69% felt reassured, and 73 % said the information helped them to better cope with their concerns. Eight out of 10 callers reported the information they received had a positive impact, with 56% reporting taking a positive health action. R esults demonstrate that health communications programs like the CIS ca n fill information gaps consumers must bridge to make informed health care decisions and can play an important public health role in motivat ing people to take actions to reduce risks and/or make decisions that lead to improved health status.