Closing calls to a cancer helpline: Expressions of caller satisfaction.

@article{Woods2015ClosingCT,
  title={Closing calls to a cancer helpline: Expressions of caller satisfaction.},
  author={Catherine Jane Woods and Paul Redmond Drew and Geraldine Marie Leydon},
  journal={Patient education and counseling},
  year={2015},
  volume={98 8},
  pages={
          943-53
        }
}
OBJECTIVE This study provides an alternative approach to assessing caller satisfaction focussing on how callers express their appreciation of the service provided during the call, as the calls draw to a close. METHODS Conversation analysis is used to analyse 99 calls between callers and cancer specialist nurses on a leading cancer helpline in the UK. RESULTS Caller satisfaction is expressed through upgraded forms of the appreciations through which callers begin to close the call… CONTINUE READING
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