Enhancing Cancer Care Communication: Insights from a Helpline Amidst Covid

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Explore the impactful role of a cancer helpline in supporting patients and families during the challenges of Covid-19 and beyond. Discover the experiences shared by patients, the strategies employed for personalized care, and the critical significance of effective communication in cancer support services. Gain insights into addressing issues faced by cancer patients, the importance of a Clinical Nurse Specialist (CNS) in the care pathway, and the positive outcomes achieved through patient-centered support.

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Communicating effectively with patients and families A Cancer helpline during Covid and beyond Louise Smith Deputy Lead Cancer Nurse PENNA awards runner up 2021

Cancer Support and information

Covid 19 a global catastrophe The greatest challenge the NHS has ever faced Sajid Javid Out of adversity comes opportunity Benjamin Franklin

The role of a CNS in the cancer patient pathway European Journal of Cancer Care July 2021 This study demonstrates evidence of the positive impact of a CNS on patients' experiences across several important aspects of the cancer care pathway What happens when that support is unavailable?

Personalised care What matters to you? HNA Signposting and referrals Education Support Digital inclusion Call back service

Issues for cancer patients as a result of Covid Fear Uncertainty Loneliness and isolation Unable to contact key worker Unable to access support Diagnosis and treatment delays Increased risk of ill health and death Financial burden

Cancer Helpline Damian Barr: We may be in the same storm, but we are in different boats Cancer patients and their families faced greater challenges than the rest of the population Our patients said The helpline was my life raft keeping me afloat during a terrible time . it was great to be able to speak to someone straight away and have your worries sorted nothing was too much trouble

Cancer Helpline = personalised care Almost 4000 enquiries in the first 4 months Central contact number Every call dealt with in a timely manner and resolved quickly Enquirer led what matters to you? Careful liaison with clinical teams Call back service Bespoke website and on line support Signposting to community services Shielding guidance and vaccine support Satisfaction survey

Ipswich July Call Statistics July Total Contacts: 900 Pre Covid our average daily contacts was 50 60 50 40 30 20 10 0

Nature of Enquiry 1% 1% 3% Examples of Types of Calls COVID ENQUIRY Patients requiring advice regarding the Government guidance for vulnerable people. Advice about COVID testing and requests for COVID test results. Return to work advice. Registering for COVID support. 26% NON-CLINICAL/INFORMATION Patients chasing blood test forms and prescriptions. Queries regarding appointment times/dates/locations. Patients notifying us of completed blood tests. Passenger transport queries and requests for benefit and sickness forms. Death notifications. Insurance queries. Patients querying if and where to go for blood tests. CLINICAL Medication queries. Patients calling with acute/new symptoms. Patients requesting/querying test results. NOK s wanting updates on patient s conditions. Patients requesting information/updates about treatment plans/reviews. Requests for further medication and queries on repeat prescriptions. This includes referral to other services, hospices, dietician & palliative care etc 11% 58% SUPPORT/SIGNPOSTING Emotional support, reassurance and signposting/referral to other services. Directions to other departments. NON-CLINICAL/INFORMATION CLINICAL SUPPORT/SIGN POSTING VARIOUS Holistic assessment, support and signposting carried out with every call. COVID QUERY DIRECTIONS

Summary There is an important role for the helpline in responding in a timely manner to enquiries This led to improved patient experience and reduced pressure on clinical teams CNSs can be overwhelmed by tel enquiries Majority of calls to the helpline were non- clinical High level of enquirer satisfaction Efficient and cost effective use of resources