Polite, Professional, Practical: what drives caller “satisfaction” with the New South Wales Quitline, Australia

Grunseit, A; Gwizd, M; Lyons, C; Anderson, C; O'Hara, BJ

Polite, Professional, Practical: what drives caller “satisfaction” with the New South Wales Quitline, Australia

Grunseit, A

Gwizd, M Lyons, C Anderson, C O'Hara, BJ

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Publisher:: Wiley
Publication Type:: Journal Article
Citation:: Drug and Alcohol Review, 2018, 37, (51), pp. 5223-5234
Issue Date:: 2018

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Field	Value	Language
dc.contributor.author	Grunseit, A https://orcid.org/0000-0003-0783-4596
dc.contributor.author	Gwizd, M
dc.contributor.author	Lyons, C
dc.contributor.author	Anderson, C
dc.contributor.author	O'Hara, BJ
dc.date.accessioned	2022-09-04T22:09:00Z
dc.date.available	2017-07-19
dc.date.available	2022-09-04T22:09:00Z
dc.date.issued	2018
dc.identifier.citation	Drug and Alcohol Review, 2018, 37, (51), pp. 5223-5234
dc.identifier.issn	0959-5236
dc.identifier.issn	1465-3362
dc.identifier.uri	http://hdl.handle.net/10453/161347
dc.description.abstract	Introduction and Aims Previous studies on smoking quitlines have focused on service effectiveness and usage, describing client characteristics, referral sources and service utilisation. There is a lack of qualitative research examining callers’ perspectives on service quality. The analysis aimed to describe the factors which underpin quitline callers’ descriptions of their satisfaction with the service. Design and Methods We conducted qualitative interviews with 46 callers to the NSW Quitline's English and multilingual lines. We used an iterative, inductive, thematic approach to identify common patterns within interviewees’ descriptions of what informed their level of satisfaction with the service. Results Interviewees evaluated the Quitline service format (frequency, duration and convenience of call-backs), call content and advisor competence in terms of whether these components conveyed care, developed rapport and demonstrated a general professionalism (polite, reliable and convenient service). Satisfaction rested on callers finding advice and resources personally relevant and matching prior expectations, although many did not have an accurate idea of Quitline's services prior to calling. These themes were evident across age, gender, language background and quitting status. Discussion and Conclusions ‘Satisfaction’ with Quitline is complex and not wholly dependent on achieving cessation. Evaluations emerged out of dynamic interactions between callers’ preconceived notions and needs of smoking cessation services and the particular service experience of the caller. While callers’ descriptions of the Quitline were predominantly positive, developing specialised modules for long-term smokers and those with a strong sense of personal responsibility for quitting may broaden the utility of the service.
dc.format	Print-Electronic
dc.language	eng
dc.publisher	Wiley
dc.relation.ispartof	Drug and Alcohol Review
dc.relation.isbasedon	10.1111/dar.12593
dc.rights	info:eu-repo/semantics/closedAccess
dc.subject	11 Medical and Health Sciences, 16 Studies in Human Society, 17 Psychology and Cognitive Sciences
dc.subject.classification	Substance Abuse
dc.subject.mesh	Adult
dc.subject.mesh	Female
dc.subject.mesh	Hotlines
dc.subject.mesh	Humans
dc.subject.mesh	Male
dc.subject.mesh	Middle Aged
dc.subject.mesh	New South Wales
dc.subject.mesh	Personal Satisfaction
dc.subject.mesh	Qualitative Research
dc.subject.mesh	Smoking Cessation
dc.subject.mesh	Humans
dc.subject.mesh	Personal Satisfaction
dc.subject.mesh	Smoking Cessation
dc.subject.mesh	Qualitative Research
dc.subject.mesh	Hotlines
dc.subject.mesh	Adult
dc.subject.mesh	Middle Aged
dc.subject.mesh	New South Wales
dc.subject.mesh	Female
dc.subject.mesh	Male
dc.title	Polite, Professional, Practical: what drives caller “satisfaction” with the New South Wales Quitline, Australia
dc.type	Journal Article
utslib.citation.volume	37
utslib.location.activity	Australia
utslib.for	11 Medical and Health Sciences
utslib.for	16 Studies in Human Society
utslib.for	17 Psychology and Cognitive Sciences
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Health
pubs.organisational-group	/University of Technology Sydney/Faculty of Health/Public Health
utslib.copyright.status	closed_access	*
pubs.consider-herdc	false
dc.date.updated	2022-09-04T22:08:59Z
pubs.issue	51
pubs.publication-status	Published
pubs.volume	37
utslib.citation.issue	51

Abstract:

Introduction and Aims Previous studies on smoking quitlines have focused on service effectiveness and usage, describing client characteristics, referral sources and service utilisation. There is a lack of qualitative research examining callers’ perspectives on service quality. The analysis aimed to describe the factors which underpin quitline callers’ descriptions of their satisfaction with the service. Design and Methods We conducted qualitative interviews with 46 callers to the NSW Quitline's English and multilingual lines. We used an iterative, inductive, thematic approach to identify common patterns within interviewees’ descriptions of what informed their level of satisfaction with the service. Results Interviewees evaluated the Quitline service format (frequency, duration and convenience of call-backs), call content and advisor competence in terms of whether these components conveyed care, developed rapport and demonstrated a general professionalism (polite, reliable and convenient service). Satisfaction rested on callers finding advice and resources personally relevant and matching prior expectations, although many did not have an accurate idea of Quitline's services prior to calling. These themes were evident across age, gender, language background and quitting status. Discussion and Conclusions ‘Satisfaction’ with Quitline is complex and not wholly dependent on achieving cessation. Evaluations emerged out of dynamic interactions between callers’ preconceived notions and needs of smoking cessation services and the particular service experience of the caller. While callers’ descriptions of the Quitline were predominantly positive, developing specialised modules for long-term smokers and those with a strong sense of personal responsibility for quitting may broaden the utility of the service.

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http://hdl.handle.net/10453/161347