Call Center Metrics Issue Paper and Technical Assistance Resources Now Available!
NAQC is pleased to announce the release of our latest Quality Improvement Initiative Issue Paper, Call Center Metrics: Best Practices in Performance Measurement and Management to Maximize Quitline Efficiency and Quality. The purpose of this paper is to create a shared language for quitline stakeholders (callers, funders, and service providers), to understand common call center industry metrics and methodologies and how they apply to the unique operations and objectives of the quitline environment.
In addition, NAQC has published two technical assistance resources to support the quitline community in its efforts to improve their understanding of, and performance related to, call center quality measures.
» view issue paper and technical assistance resources
Two New Case Studies on Maximizing Reach Now Available!
In June NAQC unveiled our new Web repository of case studies that highlight various state strategies to maximize reach. The information shared in this resource will help members identify mechanisms and approaches for increasing the reach of their quitlines and is intended to compliment NAQC’s 2009 publication, Increasing Reach of Tobacco Cessation Quitlines. We are excited to announce the addition of two new case studies to the repository!
» view the new case studies
Upcoming NAQC Webinars!
The NAQC Annual Survey of Quitlines: Tips and tricks for 2010- Registration Now Open!
The 2010 Annual Survey will launch on Monday, October 18, and will close Monday, November 15. Optional training calls will be held on Monday, October 18 from 3-4:30 p.m. Eastern time, and Wednesday, October 20 from 12-1:30 p.m. Eastern time. All survey respondents are encouraged to participate in the webinars regardless of membership status! All NAQC members are also welcome to participate. More information will be sent to all survey respondents prior to the training webinars.
Monday, October 18, 2010
3:00-4:30 pm Eastern Daylight Time
Wednesday, October 20, 2010
12:00-1:30 pm Eastern Daylight Time
Final Webinar of 2010! Mark Your Calendars!
On December 8th and 10th NAQC will host our final webinar of the year, Cultural Competency Training for Quitline Staff: Improving our Current Practice. This webinar will feature information on recent research findings to inform the development of training curricula as well as examples of new curricula for specific populations developed specifically for quitline counseling staff.
Wednesday, December 8, 2010
3:30 PM - 5:00 PM EST
Friday, December 10, 2010
12:30 PM - 2:00 PM EST
If you have questions related to the NAQC webinar series, please contact Tamatha Thomas-Haase at firstname.lastname@example.org.
» learn more
Quarterly Research Conference Call Series to Launch in November 2010
In response to member requests, NAQC is launching a quarterly conference call designed to provide an informal forum for discussion of upcoming and ongoing quitline-related research efforts. Calls are limited to NAQC members, but individual memberships are available. For more information about membership, please contact Natalia Gromov at email@example.com. If you would like to receive additional information about this call series, please contact Jessie Saul, NAQC Director of Research, at firstname.lastname@example.org.
» learn more
NAQC Launches a New Quitline Map!
NAQC is excited to announce the launch of the new quitline map and profiles. We thank our members for their input and feedback during the redesign process.
What are the main changes to the quitline map?
1. The fresh and new look of the quitline map and its profiles;
2. Real-time reporting function that lets you run reports on: free and discounted cessation medication, quitline administration and financing, web-based services, specialized material, service providers as well as print all profiles for US and Canada;
3. Four new sections on the profiles: provider referral program, smoke-free laws, tobacco tax rates, and quitline metrics;
4. Inclusion of tooltips- little blue icons on each profile – with additional context and explanatory information;
5. Updating function allows designated staff at each quitline to update their information in real-time.
» view new quitline map
NAQC Board of Directors Officer Election Results!
On August 2nd, 2010, the NAQC board of directors convened a special meeting to elect officers for FY 2011. We would like to thank the members of the Nominating committee (committee chair and board member Becky Roberson; board members Sharon Campbell and Karla Sneegas; and NAQC members Judy Martin, Nebraska Department of Health and Human Services and Vance Rabius, consultant) for their work. We congratulate our newly appointed officers and looking forward to working with them in the coming year.
» learn more
ActionToQuit Webinar - Two Contrary Views - Unassisted vs. Assisted Cessation, October 25, 2010!
Please join a live debate hosted by Partnership for Prevention's ActionToQuit initiative entitled: Two Contrary Views - Unassisted vs. Assisted Cessation on Monday, October 25, 2010 from 5:00-6:00pm EDT (USA).
This webinar will feature Simon Chapman, Ph.D., Professor of Public Health at the University of Sydney, Australia and Steven A. Schroeder, M.D., Director of the Smoking Cessation Leadership Center at the University of California, San Francisco.
» learn more
FDA workshop -Risks and benefits of long-term NRT use on Oct 26 & 27 in Arlington, VA
The Food and Drug Administration(FDA), Center for Drug Evaluation and Research (CDER) is announcing a scientific workshop to solicit feedback on the risks and benefits associated with the long-term use of nicotine replacement therapy (NRT) products. NRT products facilitate smoking cessation by ameliorating the symptoms of nicotine withdrawal and are available as approved nonprescription and prescription drugs.
Date and Time: The public workshop will be held on October 26 and 27, 2010, from 8:30 a.m. to 5 p.m.
Location: The workshop will be held at the Radisson Hotel, Reagan National Airport,2020 Jefferson Davis Highway, Arlington, VA 22202, 703–920–8600,FAX: 703–920–2840.
Contacts: Mary C. Gross, Center for Drug Evaluation and Research, Food and Drug Administration, 10903 New Hampshire Ave.,Bldg. 51, rm. 6178, Silver Spring, MD 20993–0002, 301–796–3519, email: email@example.com;
or Dominic Chiapperino, Center for Drug Evaluation and Research, Food and Drug Administration, 10903 New Hampshire Ave.,Bldg. 22, rm. 3134, Silver Spring, MD 20993–0002, 301–796–1183,email: firstname.lastname@example.org.
» learn more
NEW ALA Case Study - Smoking Cessation: The Economic Benefits
Smoking Cessation: The Economic Benefits was released on September 14, 2010. You can find state-by-state information on the economic benefits of smoking cessation treatments at the link below: www.lungusa.org/cessationbenefits.
State Tobacco Activities Tracking and Evaluation (STATE) System Interactive Maps
The State Tobacco Activities Tracking and Evaluation (STATE) System is an electronic data warehouse containing up-to-date and historical state-level data on tobacco use prevention and control. The STATE System is available on the Internet at the following address: http://www.cdc.gov/tobacco/STATESystem . The System has been updated to include new interactive tobacco prevention and control maps.
Sutter Health and California Smokers' Helpline Collaborate on Cessation Pilot Study to Integrate Tobacco Cessation into Electronic Medical Records
Tobacco users who receive advice and resources to quit from their provider have higher satisfaction rates yet, only 33% of tobacco users report being advised to quit and referred to a program by a doctor during the past 12 months. In addition, providers and clinic staff often do not have the time in their busy schedules or the necessary counseling skills to effectively counsel patients on tobacco cessation.
The growing implementation of electronic medical records (EMR) in primary care may provide an opportunity to more systematically identify and refer smokers to state quitlines, thereby increasing the number of smokers who receive help for tobacco dependence.
In an attempt to improve the identification of tobacco users and increase referrals for tobacco cessation, Sutter Health collaborated with the California Smokers’ Helpline to implement a pilot study at three Sutter Medical Foundation (SMF) Care centers in the Sacramento Sierra Region. Medical Assistants (MA) were designated as "tobacco cessation promoters” and utilized EPIC, the Sutter Health EMR software, to generate proactive referrals to the California Smoker’s Helpline.
FDA Acts Against 5 Electronic Cigarette Distributors, Moves to Regulate E-cigarettes As Drugs
The FDA issued warning letters to five electronic cigarette distributors for various violations of the Federal Food, Drug and Cosmetic Act (FDCA), including unsubstantiated health claims and poor manufacturing practices.The FDA also stated that it has determined that electronic cigarette products are subject to FDA regulation as drugs, which means they would have to comply with the FDA's drug approval process and meet the same safety, efficacy and manufacturing standards as other drugs.
Great Earned Media Opportunity on Smoke-Free!
The New England Journal of Medicine study from Scotland showing the impact of that country’s smoke-free law on reducing hospital admissions for childhood asthma provides a great opportunity to highlight yet another benefit of smoke-free laws.
Effectiveness of a mood management component as an adjunct to a telephone counseling smoking cessation intervention for smokers with a past major depression: a pragmatic randomized controlled trial.
Van der Meer RM, Willemsen MC, Smit F, Cuijpers P, Schippers GM. Addiction. 2010 Aug 24.
This study examined whether the addition of a mood management component to telephone counseling produces higher abstinence rates in smokers with past major depression and helped to prevent recurrence of depressive symptoms. The mood management component consisted of a self-help mood management manual, two more preparatory proactive telephone counseling sessions, and supplementary homework assignments and advice. Results showed that the mood management intervention resulted in significantly higher prolonged abstinence rates at 6 months (30.5% vs. 22.3%) and 12 months (23.9% vs. 14.0%). The mood management intervention did not seem to prevent recurrence of depressive symptoms.
Smoking identities and behavior: evidence of discrepancies, issues for measurement and intervention.
Ridner SL, Walker KL, Hart JL, Myers JA. West J Nurs Res. 2010 Jun;32(4):434-46.
This study examined smoking identity and smoking behavior among college students. Results showed that 20% of students who smoked in the past 30 days self-identified as non-smokers. The authors point to implications of this finding for data collection in research as well as on questionnaires and in health care interviews.
Defining "smoker": college student attitudes and related smoking characteristics.
Berg CJ, Parelkar PP, Lessard L, Escoffery C, Kegler MC, Sterling KL, Ahluwalia JS. Nicotine Tob Res. 2010 Sep;12(9):963-9. Epub 2010 Jul 30.
This study examined how college students who smoke define the term “smoker” and how this definition impacts smoking behavior and attitudes. Definitions of “smoker” varied among respondents. Many participants indicated confidence in being able to quit but believed they were not “smokers” and thus did not need to quit. The authors conclude that the criteria for defining “smoker” impacts how motivated students are to quit smoking and their perception of needing to “quit smoking.”
African American Primary Care Physicians' Perceptions and Practices Regarding Smoking Cessation Therapy.
Balls JE, Price JH, Dake JA, Jordan TR, Khuder S. J Natl Med Assoc. 2010 Jul;102(7):579-89.
This study examined African American primary care physicians’ perceptions and practices regarding smoking cessation counseling. While most reported asking about patients’ smoking status (89%) and documenting it (70%), arranging follow-up was the least frequently used component (60%). Study participants were far less likely to recommend nicotine replacement therapy, prescribe pharmacotherapy, and to provide support or follow-up for patients willing to quit. The authors conclude that physicians need more education in providing cessation counseling.
Online Recruitment of Targeted Populations: Lessons Learned From a Smoking Cessation Study Among Korean Americans.
McDonnell DD, Lee H-J, Kazinets G, Moskowitz JM. Social Marketing Quarterly, 2010 Sept.; 16(3):2-22.
This study described the real-world experience of recruiting over 1200 Korean American participants to a tobacco cessation program through primarily online methods. Amongh the methods used, Google AdWords’ cost-per-click content site ads were the most cost-effective. Methods producing very low reach included unpaid Internet ads, cable television, newspapers, fliers, and word of mouth. The authors conclude that geographically dispersed, linguistically unique, and privacy-oriented communities can be recruited for eHealth studies and interventions through online paid advertising campaigns.
Postpartum Smoking Abstinence and Smoke-Free Environments.
Ashford K, Hahn E, Hall L, Peden AR, Rayens MK. Health Promot Pract. 2010 Aug 18.
This explatory study looked at predictors of successful continued abstinence among women who quit smoking during pregnancy. Four themes emerged out of qualitative interviews: motivation of the child’s health, demanding a smoke-free home or environment, a change of perception of smoking from comforting to disgusting, and viewing abstinence as a lifelong change.
Smoke-free Legislation and Hospitalizations for Childhood Asthma.
Mackay D, Haw S, Ayres JG, Fischbacher C, Pell JP. N Engl J Med. 2010 Sept 16;363:12.
This study examined whether the ban on smoking in public places in Scotland influenced the rate of hospital admissions for childhood asthma. The Scottish law went into effect in March, 2006. All hospital admissions for asthma were identified from January 2000 through October 2009 among children younger than 15 years of age. Results showed that after implementation of the legislation, there was a mean reduction in the rate of admissions of 18.2% per year relative to the rate on March 26, 2006. The reduction was evident among both preschool and school-age children. The authors conclude that the Scottish law was associated with a subsequent reduction in the rate of respiratory disease in populations other than those with occupational exposure to environmental tobacco smoke. One potential mechanism for this reduction is the adoption of smoke-free homes policies among smokers and non-smokers alike after passage of smoke-free legislation for public spaces.
The Latino Digital Divide: The Native Born versus The Foreign Born.
Livingston G. Pew Hispanic Center. July 2010. Full report available at http://pewhispanic.org/files/reports/123.pdf
This report is based primarily on the 2009 National Survey of Latinos which was conducted August – September 2009 among a randomly selected, nationally representative sample of over 2000 Hispanics ages 16 and older. The survey was conducted in both English and Spanish, on both land lines and cell phones. The study showed that while 85% of native-born Latinos ages 16+ go online, only about half (51%) of foreign-born Latinos do so. Four of five (80%) of native-born Latinos use cell phones, while 72% of foreign-born Latinos do so. Rates of technology use for all Hispanics lag behind the use rates of the non-Hispanic population.
Prevalence of Selected Risk Behaviors and Chronic Diseases and Conditions---Steps Communities, United States, 2006—2007.
Cory S, Ussery-Hall A, Griffin-Blake S, Easton A, Vigeant J, Balluz L, Garvin W, Greenlund K. MMWR Surveillance Summaries. 2010 Sept. 24;59(SS08):1-37.
This article reports results of two surveys conducted by Steps communities, funded by the CDC’s Healthy Communities Program to address six focus areas: obesity, diabetes, asthma, physical inactivity, poor nutrition, and tobacco use and exposure. The surveys were conducted in 2006 and 2007, and were modified versions of the Behavioral Risk Factor Surveillance System (BRFSS) that collected information on chronic diseases and conditions, health risk behaviors, and preventive health practices related to Steps community outcomes. In 2006, the estimated prevalence of current smoking among adults ranged from 12.5% to 48.0%. Two communities reached the Healthy People 2010 objective to reduce the proportion of adults who smoke; in 2007 smoking rates ranged from 11.2% to 33.7%. No communities reached the HP2010 objective of having 75% of adult smokers make a quit attempt. The authors conclude that there is a continued need to evaluate prevention interventions at the community level and to design and implement policies to promote and encourage healthy behaviors.
Vital Signs: Current Cigarette Smoking Among Adults Aged ≥18 Years --- United States, 2009.
Centers for Disease Control and Prevention. MMWR Weekly. 2010 Sept. 10;59(35):1135-1140. Available online at http://www.cdc.gov/mmwr/preview/mmwrhtml/mm5935a3.htm
This article reports results of the 2009 National Health Interview Survey and the 2009 Behavioral Risk Factor Surveillance System. According to the surveys, in 2009, 20.6% of U.S. adults aged ≥18 years were current cigarette smokers. Men (23.5%) were more likely than women (17.9%) to be current smokers. The prevalence of smoking was 31.1% among persons below the federal poverty level. For adults aged ≥25 years, the prevalence of smoking was 28.5% among persons with less than a high school diploma, compared with 5.6% among those with a graduate degree. Regional differences were observed, with the West having the lowest prevalence (16.4%) and higher prevalences being observed in the South (21.8%) and Midwest (23.1%). From 2005 to 2009, the proportion of U.S. adults who were current cigarette smokers did not change (20.9% in 2005 and 20.6% in 2009). The authors note that the burden of cigarette smoking continues to be high, especially in persons living below the federal poverty level and with low educational attainment, and conclude that sustained, adequately funded, comprehensive tobacco control programs could reduce adult smoking.
Vital Signs: Nonsmokers' Exposure to Secondhand Smoke --- United States, 1999—2008.
Centers for Disease Control and Prevention. MMWR Weekly. 2010, Sept. 10;59(35):1141-1146. Available online at http://www.cdc.gov/mmwr/preview/mmwrhtml/mm5935a4.htm?s_cid=mm5935a4_e.
This article reviewed National Health and Nutrition Examination Survey data from 1999-2008 to determine the proportion of the nonsmoking population with exposure to secondhand smoke as measured by serum cotinine levels greater or equal than 0.05 ng/mL. Results showed that during 2007-2008, approximately 88 million non-smokers over the age of 3 were exposed to secondhand smoke. The percentage declined from 52.5% in 1999-2000 to 40.1% during 2007-2008. For every period throughout the study, prevalence was highest among males, non-Hispanic blacks, children (ages 3-11), and youths (ages 12-19), and those in households below the federal poverty level. The authors conclude that while secondhand smoke exposure has declined, progress in reducing exposure has slowed, and disparities in exposure persist, with children being among the most exposed.
UPDATE on Online Social Networks and Smoking Cessation: Strategic Research Opportunities Conference
The Schroeder Institute for Tobacco Research and Policy Studies held a groundbreaking conference in Washington D.C. September 30-October 1, 2010. The two day event focused on bringing together leaders from multiple disciplines, such as social science, psychology, social network science, tobacco cessation, with internet entrepreneurs, computational and mathematical scientists, and grant funders. NAQC was represented at this conference. The idea was to foster ideas and opportunities on how we can collectively create and maximize online behavioral interventions to have the biggest impact on tobacco use, and to identify priorities for future research efforts.
The participants were challenged to think about the best ways to use social networks and network analysis to maximize potential for change in behavior (individually) and within the network (social norms). We heard from experts about the application of network analysis to predict and identify the probability a smoker within a network could quit and stay quit.
The attendees learned how an individual’s social relationships could affect their health and the provision of social support as an effective intervention. It is important to determine the roles of social networks and their relevance to smoking behavior. Are “online” interventions effective at changing reality in the “offline” world? If so, to what degree?
As a research community, we are challenged with the ability to create responsive and timely interventions. In the “online” world, things change on a dime. How can we respond to those changes quickly before people move on to the next best thing? Could we learn from businesses who are thriving in online environments (games)?
Massive amounts of data are available from the online world (cell phone usage data, website data, Facebook, Twitter, etc), and we are challenged to determine what we can learn from it and whether we can leverage it for social good.
To help bring the conference back to a more personal level, a panel of end users provided attendees with their experiences using various websites and online social networks. Each panelist was a former tobacco user, and each of them expressed their need for support and how and why they sought that support online. They also described their roles in the online cessation support networks since their quit.
A full report from the Schroeder Institute is being prepared for dissemination. A link to this report will be made available through NAQC’s website.
Funding for Connections is provided through a contract from the Centers for Disease Control and Prevention. We thank them for their support of this publication. Information and links are provided solely as a service to NAQC members and partners and do not constitute an endorsement of any organization by NAQC, nor should any be inferred.