askaskMDAndersonMDAndersonWhat can we do for you?

Who are we?Who are we?A service of the Public Education

OfficeM. D. Anderson’s front door to

information for prospective patients

Our Staff:◦Associate Director◦2 Supervisors◦8 Health Information Specialists◦Oncology Educator

What do we do?What do we do?Respond to telephone and e-mail

inquiries◦Over 64,000 Calls per year◦Over 42,000 E-mails per year

Questions from:◦Prospective patients◦Family members and caregivers◦Health professionals◦Current patients

What kind of questions do What kind of questions do we answer?we answer?How to make an appointmentStandard treatmentsClinical trialsM. D. Anderson services and

programsWhat happens once an

appointment is made

How do we answer our How do we answer our questions?questions?Extensive training

◦Cancer information◦Processes and procedures

Research appropriately◦National Resources – NCI, ACS◦M. D. Anderson resources

Web site M. D. Anderson clinicians

askMDAnderson Customer askMDAnderson Customer ServiceServiceShow compassion and empathyActive listeningRefrain from personal judgment

and experienceMeet the customer at their level

◦Everyone is at a different place in the cancer knowledge

Customer is left with a complete understanding

How to handle How to handle emotional/complaint callsemotional/complaint callsListen without interruptionExpress empathyExplain what you can and cannot

doTake action/refer to appropriate

resource◦Patient Advocacy (askMDA)

Wrap-it-up tipsWrap-it-up tipsAsk closed-ended questionsAvoid asking unnecessary

questionsMedically specific – refer to their

current physicianIf unable to address question,

refer to a resource that might◦askMDAnderson