About our work
The main aim of this study was to review the support NHS 24 provides for people affected by cancer and to determine patients', care-givers' and professionals' perceptions and experiences of the advice and out of hours services provided for people in Scotland by NHS 24. This research was carried out by researchers at the Cancer Care Research Centre (CCRC).
How was the study carried out?
There were 3 phases in the study:
- Phase 1
- Ethical approval was obtained for the consultation process (see our Frequently Asked Questions page to find out about how research works) and links have been established with main NHS 24 centre in Clydebank.
- Distribution and collation of a questionnaire to NHS 24 nurses to find out their perceptions and experiences of dealing with cancer related calls.
- Distribution and collation of a questionnaire to people who have called NHS 24 (and who are affected by cancer) to ask them about their perceptions and experience of contacting NHS 24.
- Review of the existing out of hours processes in 3 geographical areas throughout Scotland to review the way calls are handled in different areas (e.g. rural/urban differences).
- Phase 2
- Interviews were conducted with NHS 24 senior staff to find out what they think the role of NHS 24 should be in supporting people affected by cancer (both acute and palliative) and whether they feel this is being achieved by the current service.
- Focus groups were conducted with NHS 24 nurses to examine in more depth the information gathered from the questionnaire conducted in Phase 1.
- Focus groups were conducted with NHS 24 team leaders and call handlers to find out their perceptions of the support NHS 24 provides for people affected by cancer.
- Interviews and focus groups were conducted with NHS staff, working in acute and primary care cancer services, to find out what they think the role played by the current NHS 24 service in supporting people affected by cancer and how they feel this could be improved upon.
- Interviews with users were conducted of the NHS 24 service to find out their perceptions and experience of the support provided by NHS 24 for people with cancer and their families.
- Phase 3
- Collation and analysis of the data to identify the optimal patient pathway (i.e. the best standard procedure for handling cancer related calls).
- Review of the optimal patient pathway to identify any areas in need of development for NHS 24.
Who took part and what did they have to do?
People affected by cancer were asked to take part in the study. Those who agreed to participate were invited to an interview where they discussed their perceptions and experiences of the cancer service provided by NHS 24. These discussions were recorded and a typed summary sent to participants to ensure the information they provided was interpreted and represented accurately. Any information provided was completely anonymous. NHS 24 senior staff, NHS 24 nurses and NHS cancer staff also consulted. The information collected was analysed and gathered into themes that informed the overall evaluation of the service.
Why is this research important?
Evaluation of the provision of support to people with cancer and their families by NHS 24 will help improve the quality, effectiveness and efficiency of the service. Identification of any areas that require development will help improve the educational material provided and the out of hours service for those affected by cancer in the future.
When is the research project due to be completed?
This project is now complete. The final report will available soon.
Funding Organisation
NHS 24 has commissioned the Cancer Care Research Centre to undertake the evaluation of their cancer services.