Didi-Kouko Coulibaly Judith, Aka Dago-Akribi Hortense, Oyoua Blandine, Koffi-Gnagne Yolande, Adoubi Innocent, Echimane Kouassi Antoine
Association Aidons les personnes atteintes ou Affectées par leCancer, Abidjan, Côte d'Ivoire, CHU de Treichville, Service de Cancérologie, Abidjan, Côte d'Ivoire.
Bull Cancer. 2013 Feb 1;100(2):173-7. doi: 10.1684/bdc.2013.1694.
In Ivory Coast, the APAAC association "Let us help persons living with cancer or affected by cancer", in French "Aidons les Personnes Atteintes ou Affectées par le Cancer" (APAAC), set up the first ivorian call center to support persons living with or affected by cancer and to inform population about cancer.
To show the feasibility of such a service in a developing country and to present the first results.
This helpline is, since January 28th, 2010, directly accessible to the population by a fixed phone number. The population can, with a local cost call, contact a specialists team (psychologist, adviser in help relation or doctor), in total confidentiality, every Thursday from 3 pm till 5 pm. Outside Thursdays, informations about cancer are available on vocal server 24 hours a day and seven days a week. Callers are welcomed by a message inviting them either to listen to a recorded message about cancer or about APAAC association or finally to speak to a specialist online. Retrospective study based on the statistics of the call center. Because of a problem arisen on the statistics software, our results carry only over the period from August to December, 2010.
We had, during this period, 462 calls among which 23 in August, 58 in September, 67 in October, 230 in November and 84 in December. Reasons of the increasing of the figures are justify by the poster campaign in September and the communication around the service on television program in November. On these 462 calls, we had 35 real communications among whom 10 calls interrupted. The reason was the lack of call credit. The average of the call time was of 20 minutes for the conversations with the specialists. Three hundred and forty-three persons stopped to the welcome message, 341 (9%) listen information on the cancer, 27 (6%) listen information about the association. Sixteen persons wished to speak to specialists but were not regrettably able to make it because having called up except the hours of presence. Three hundred and fifty-five calls took place the working days. The most sought time slots were the ones of 7 am to 6 pm.
Those results raises questions about the necessity to create and to continue this kind of telephone counseling for cancer, but also on the need of communication and extension of listening days and hours. In our country context with a population with weak resources, the necessity of access to free call was also raised.
在科特迪瓦，“让我们帮助癌症患者或受癌症影响者”协会（法语为“Aidons les Personnes Atteintes ou Affectées par le Cancer”，简称APAAC）设立了首个科特迪瓦呼叫中心，以支持癌症患者或受癌症影响者，并向公众宣传癌症知识。
展示在发展中国家开展此类服务的可行性，并呈现初步结果。
自2010年1月28日起，该热线通过固定电话号码直接面向公众开放。公众可拨打本地话费，每周四下午3点至5点联系专家团队（心理学家、帮扶关系顾问或医生），通话完全保密。周四以外的时间，每天24小时、每周7天可通过语音服务器获取癌症相关信息。来电者会收到一条信息，邀请他们收听关于癌症或APAAC协会的录音信息，或最终与专家在线交谈。基于呼叫中心的统计数据进行回顾性研究。由于统计软件出现问题，我们的结果仅涵盖2010年8月至12月期间。
在此期间，我们共接到462个电话，其中8月23个，9月58个，10月67个，11月230个，12月84个。电话数量增加的原因是9月的海报宣传活动以及11月电视节目中对该服务的宣传。在这462个电话中，有35次实际交流，其中10次通话中断，原因是通话费用不足。与专家通话的平均时长为20分钟。343人停留在欢迎信息上，341人（9%）收听了关于癌症的信息，27人（6%）收听了关于协会的信息。16人希望与专家交谈，但遗憾的是由于在专家在线时间之外致电而未能如愿。355个电话在工作日拨打，最受欢迎的时段是上午7点至下午6点。
这些结果引发了关于创建并继续此类癌症电话咨询服务的必要性的问题，同时也涉及到沟通以及延长接听天数和时间的需求。在我国资源匮乏的情况下，还提出了提供免费通话服务的必要性。
