title: Evaluating the NCI's Cancer Information Service Contact Centers: meeting and exceeding the expectations of the public.
abstract: The National Cancer Institute's (NCI's) Cancer Information Service (CIS) provides cancer information to the public via 1-800-4-CANCER, a smoking quitline, and online. The 2003 National User Survey assessed satisfaction and outcomes among users contacting NCI's CIS by telephone and LiveHelp, an instant messaging service. Ninety-five percent of respondents were very satisfied/satisfied and 88% said their expectations had been met/exceeded. Users reported increased knowledge and self-efficacy. Most had discussed CIS information with a health professional or planned to do so. Of those who contacted CIS about smoking/tobacco use, 14% had quit and 35% cut back. The CIS provides a highly valued, effective service for patients and health professionals.
authors.affiliation: The Cancer Information Service, National Cancer Institute, National Institutes of Health, Bethesda, MD 20892-8322, USA. laportam@mail.nih.gov
authors.forename: Madeline
authors.initials: M
authors.lastname: La Porta
authors.forename: Heather
authors.initials: H
authors.lastname: Hagood
authors.forename: Julie
authors.initials: J
authors.lastname: Kornfeld
authors.forename: Katherine
authors.initials: K
authors.lastname: Treiman
mesh_terms: D022126:Access to Information; D000328:Adult; D003258:Consumer Behavior; D003625:Data Collection; D019992:Databases as Topic; D005260:Female; D015438:Health Behavior; D006266:Health Education / Q000592:standards*; D007722:Health Knowledge, Attitudes, Practice; D006301:Health Services Needs and Demand; D006801:Humans; D007255:Information Services; D008297:Male; D008875:Middle Aged; D009316:National Institutes of Health (U.S.); D009369:Neoplasms; D014481:United States