The First Telephone Line for the Psychological Support to Oncological Patients and Their Family Members in Serbia

Introduction In October of 2010, Serbian Association for Psycho-Oncology, in collaboration with the Ministry of Health of Serbia and the National Health Insurance has launched the first national telephone line for free psychological counseling and support for oncology patients and their families. Objective The aim of this study was to present results of the first national telephone helpline for psychological support for oncological patients and their families. Methods The telephone line for the psychological help and support was available from 10 a.m. to 10 p.m., seven days a week and on holidays. A total of 12 previously educated psychologists were involved, with two on duty in the mornings and two in the afternoons. The basic work principles of the Line were anonymity for users (if they wished), free of charge service available to patients from all of Serbia, careful listening, emphatic reflection on anything communicated by users and adequate counselling. Results Since the beginning of the project (October 2010 up to April 2011) we received a total of 2,748 calls from across Serbia. Almost half of these calls were repeated calls, as patients asked for continuous psychological counselling. Larger percent (63.9%) of women called, when compared to men (35.4%) who used the Line. Most (52.4%) conversations were categorized as "psychological support and counseling," and as continual psychological counseling work (21.1%). Conclusion The large number of calls suggests that this kind of public, free service for psychosocial and psychological support to cancer patients is necessary in Serbia.