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dc.contributor.authorShaw, Joanne
dc.contributor.authorYoung, Jane
dc.contributor.authorButow, Phyllis
dc.contributor.authorChambers, Suzanne
dc.contributor.authorO'Brien, Lorna
dc.contributor.authorSolomon, Michael
dc.date.accessioned2017-05-03T14:37:20Z
dc.date.available2017-05-03T14:37:20Z
dc.date.issued2013
dc.date.modified2014-03-31T23:21:16Z
dc.identifier.issn0738-3991
dc.identifier.doi10.1016/j.pec.2013.07.003
dc.identifier.urihttp://hdl.handle.net/10072/57544
dc.description.abstractObjectives: Telephone-based supportive care presents a potentially highly accessible means of addressing unmet supportive care needs for people with cancer. Identification of behaviours that facilitate communication is essential for development of training for telephone-based supportive care. The aim of this study was to describe communication behaviours within supportive care telephone calls in two contexts (1) a telephone outreach intervention and (2) cancer helpline calls, to identify potential areas for further training. Methods: 50 recorded calls were analysed using two standardised coding systems: the RIAS and Verona-CoDES-C. Results: Mean call length was 21 min (304 utterances) for nurse-outreach calls and 23 min (355 utterances) for helpline calls. Closed questioning, verbal attentiveness and giving information/counselling were the most common communication behaviours identified. Emotional cues were most commonly responded to through non-explicit back-channelling, exploration of content or provision of reassurance or advice. Conclusions: This study confirmed the need to address the manner in which questions are framed to maximise patient disclosure. Responding to patent emotional cues was highlighted as an area for future training focus. Practice implications: Communication skills training that addresses each of these tasks is likely to improve the effectiveness of telephone-based delivery of supportive care.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherElsevier
dc.publisher.placeIreland
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom444
dc.relation.ispartofpageto450
dc.relation.ispartofissue3
dc.relation.ispartofjournalPatient Education and Counseling
dc.relation.ispartofvolume93
dc.rights.retentionY
dc.subject.fieldofresearchPsychology and Cognitive Sciences not elsewhere classified
dc.subject.fieldofresearchMedical and Health Sciences
dc.subject.fieldofresearchPsychology and Cognitive Sciences
dc.subject.fieldofresearchcode179999
dc.subject.fieldofresearchcode11
dc.subject.fieldofresearchcode17
dc.titleDelivery of telephone-based supportive care to people with cancer: An analysis of cancer helpline operator and cancer nurse communication
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.date.issued2013
gro.hasfulltextNo Full Text
gro.griffith.authorChambers, Suzanne K.


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