A descriptive survey of cancer helplines in the UK: who they are, the services offered and accessibility of those services

Abstract

BACKGROUND: There are over 1500 UK health helplines in operation, yet we have scant knowledge about the resources in place to support the seeking and delivering of cancer-related telephone help and support. This research aimed to identify and describe cancer and cancer-related helpline service provision: the number of helplines available, the variety of services provided and accessibility of those services.

METHOD: Online national questionnaire survey sent to 95 cancer and cancer-related helplines in the UK RESULTS: 69 (73%) of 95 surveyed cancer and cancer-related helplines completed the survey. Most helplines/organisations were registered charities, supported by donations. 73.5% of helplines had national coverage. Most helplines served all age groups, ethnic groups, and men and women. Only 13.4% had a number that was free from landlines and most mobile networks and 56.6% could only be contacted during working hours. Over 50% of helplines reported no provisions for callers with additional needs. 55% had no clinical staff available to callers. Ongoing support and training for helpline staff was available but variable.

CONCLUSION: While cancer helplines in the UK offer reasonably broad coverage across the country, there are still potential barriers to accessibility. There are also opportunities to optimise the training of staff/volunteers across the sector. There are further prospects for helplines to enhance services and sustain appropriate and realistic quality standards.

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Identifiers

ORCID for Gerry Leydon: orcid.org/0000-0001-5986-3300

ORCID for Beth Stuart: orcid.org/0000-0001-5432-7437

ORCID for Lucy Brindle: orcid.org/0000-0002-8933-3754

ORCID for Susan Latter: orcid.org/0000-0003-0973-0512

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