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Achieving minimum standards for Australian Quitline Services. Suzanne Stillman: Quit Victoria (The Cancer Council Victoria) Caroline Miller: The Cancer Council South Australia Catherine Mahony: The Cancer Council Queensland Helen Taylor: Queensland Health. Overview.
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Suzanne Stillman: Quit Victoria (The Cancer Council Victoria)
Caroline Miller: The Cancer Council South Australia
Catherine Mahony: The Cancer Council Queensland
Helen Taylor: Queensland Health
1.1The Quitline is answered 24 hours a day 7 days a week
1.2Someone answers the Quitline number at all times. This could be a call centre agent (eg Link operator), a Quitline Counsellor or Quitline reception staff
1.3Call answered within a maximum of 5 rings
1.4The Quit Book is readily available and offered to all callers (universally) to the Quitline, irrespective of whether they are ready and willing to discuss issues more fully with a counsellor
4.1Counselling available during minimum hours ie. business hours (0900-1700)plus out of hours as dictated by call demand and determined by each jurisdiction
5.1 A pro-active call-back service is available, which takes the caller through the process of quitting and which has a well-structured schedule according to best evidence about outcomes
6.1 A referral program from health professionals and other sources is integrated that enables all health professionals to refer clients to Quitline
6.2 The referral is received in a confidential secure location
6.3 A return fax or email is made to confirm receipt of referral and scheduling of call for GP at minimum
6.4 Where desired/appropriate, a feedback loop is maintained with health professional about outcome
7.1 Tailored assistance for callers with special needs is available
7.2 Tailored assistance is consistent with national protocols for:
a. Culturally and Linguistically Diverse group – linking with Translation and Interpretation Service &/or bilingual counsellors
b. Callers with mental illness
c. Pregnant callers – planning for pregnancy, pregnancy and post-partum
d. Young callers
e. Aboriginal and Torres Strait Islander callers
f. Crisis calls
As part of the development of Minimum Standards the Quitline
Managers’ Group led the development of protocols for each of the
special needs groups
12.1 Initial training in smoking cessation counselling, ongoing training and updates on tobacco control that are consistent with the national protocol are in place
12.2 Counsellors’ initial training includes:
15.1 A minimum data set on all calls is maintained
15.2 The minimum data set includes:
d. Indigenous status
e. Current smoking behaviour and measures of dependence
f. No. of previous quit attempts
g. Nature of call
h. Outcome of call (counselling, call-backs scheduled, resources)
i. Callers’ special needs.