Amidst the complexity of cancer care, nurse-led telephone cancer information support services are a potential resource to assist both healthcare professionals (HCPs) and policymakers in improving cancer outcomes. Understanding the benefits of such services from the perspectives of HCPs and policymakers is necessary for implementation and impact.
This study explored the perspectives of HCPs and policymakers about the benefits of Cancer Council Victoria’s nurse-led telephone cancer information support service (131120). The study sought to identify the advantages and challenges of the service for HCPs and policymakers.
Online/virtual interviews were conducted with 4 HCPs and 5 policymakers involved in cancer care in Victoria, Australia, until data saturation was reached. Potential participants were identified through the study and project advisory groups, using convenience and snowball sampling and people who had called 131120. Thematic analysis was used to identify key themes and patterns from the qualitative data.
Findings revealed that 131120 was perceived positively by HCPs and policymakers. Participants recognised the services' ability to provide timely and accurate information to people affected by cancer, leading to improved understanding and empowerment. 131120 was seen to reduce the burden on HCPs by providing referral pathways, addressing patient inquiries and support needs, allowing HCPs to focus on more complex care. Policymakers recognised the potential of these services in contributing to Victorian cancer plan and priority areas by contributing to optimal care pathways, particularly in increasing access to supportive care in regional/rural areas.
This study highlighted the value and benefits of nurse-led telephone cancer information support services, 131120, for HCPs and policymakers. The findings support the potential of these services to improve outcomes for people affected by cancer and enhance healthcare delivery and efficiency. By understanding the views of those directly involved in cancer care and policy development, this research offers insights for optimising the implementation and further development of these services.