Enhancing a Cancer Information Service

Integrating Smoking Cessation Expertise to Better Support Canadians

The Canadian Cancer Society (CCS) is a national charitable organization whose mission is the eradication of cancer and the enhancement of the quality of life of people living with cancer. CCS is committed to improving and saving lives through our various supports and services that span the entire cancer continuum.

Our Cancer Information Service, a national toll-free helpline has been supporting cancer patients, caregivers, families and friends, the general public and healthcare professionals for over 25 years. The service provides information and support about any aspect of cancer by phone, email and/or chat technology.

In parallel to this work, CCS has also developed expertise and a strong reputation in the tobacco cessation ecosystem.  This has included the delivery of a Smokers’ Helpline (SHL) service to provinces and territories within Canada.  SHL is a free, confidential service that offers support and information about quitting smoking and tobacco use through one-on-one coaching both via phone/web.  These services are based on theories of behaviour change and motivational interviewing techniques. 

As Canada’s population continues to age, it will drive an expected increase in cancer cases – 40% in the next 15 years (Canadian Cancer Statistics, 2015).  The resulting demand for cancer services will continue to climb and reliance on new, innovative models of care are required.  Self-management and coaching initiatives to support clients will become increasingly important for the cancer system and therefore the Cancer Information Service moving forward.  

In addition to this projected growth of cancer cases, CCS’s recent ComPARe study identified that 40% of cancer cases are preventable through proactive lifestyles practices.  Disease prevention, and self-managed health care pre- or post-diagnosis are key constructs to support the health of the Canadian public and reduce the system burden in years to come.

An opportunity was identified to strengthen the CIS service to clients through the integration of the cancer information and cancer prevention teams, leveraging their collective work and expertise.  Inclusion of both self-managed prevention practices with supportive information provision has given the CIS an enhanced opportunity to improve services to callers, by strengthening the team’s knowledge and skills. A new team of Cancer Information and Prevention Specialists has been created following months of cross training. The team has specialized skills in the areas of cancer prevention, screening and early detection as well as behavioural change counselling skills. It is expected that this new team will deliver more seamless service for clients and increased levels of assessment and support for patients and caregivers regardless of where they present across the cancer continuum. 

To learn more about our service(s), please visit www.cancer.ca

Canadian Cancer Statistics. (2015). Special Topic: Predictions of the future burden of cancer in Canada. Retrieved from http://www.cancer.ca/~/media/cancer.ca/CW/cancer%20information/cancer%20101/Canadian%20cancer%20statistics/Canadian-Cancer-Statistics-2015-EN.pdf?la=en