General or multi-item questions

Q: What is the deadline for quitlines to complete the online survey?

A: The target deadline for finishing the surveys is February 21, but we fully acknowledge that quitlines may need extensions to that date. If you could let us know as soon as possible whether you'll need an extension, we can note that in our files and you can avoid having us call/email to remind you that the target deadline has passed.

Q: Do you have any instructions that might assist the state contacts to take the information they give to the CDC Warehouse project in their quarterly reports and carrying it over into the Annual Survey (i.e. to make the data analysis a little easier to input and make sure that there is a consistency in reporting?)

A: Regarding the data quitlines have reported to CDC, the only items that are similar between NAQC's FY11 survey and CDC reporting are distinct enough either in how the questions are worded, or the populations they are asking about, that we felt it was important to ask them on our survey in the same way that we have asked them in the past. There should only be a few items like that (3 or less), and we're asking quitlines to start from scratch using the instructions on the NAQC survey rather than using data they have reported to CDC already. Any items that are similar enough to take from the data you have reported to CDC we'll get directly from CDC to avoid duplication of effort.

Q: How should we indicate that we are unable to report for a certain item?

A: If the question is required (as indicated by an asterisk by the question number), either enter "-9” (without the quotation marks) for numeric fields, or "unable to report” for text fields. If you are unsure whether the field is a text field or a numeric field, enter "-9”.

Q: Should we duplicate counts of callers under Quitline utilization (unique number of tobacco users receiving quitline counseling and/or meds) and Web based services? If one caller registers for integrated phone + web, do we count them under both Quitline utilization and under Web-based services?

A: Yes, if someone registers for a combined phone+web program, count them in the appropriate categories for both quitline utilization, AND also include them in the item for Web-based services.

Q: for the MDS items (US questions 19-26, Canada questions # 27 – 31) – this year you are asking to only provide these demographics for tobacco users who received evidence-based services (i.e. at least one counseling session or received quitting medications through the Quitline). I think in past years you asked about tobacco users in general. So if I can’t report specially on those that received evidenced-based services then should I enter "-9” for all the questions in this section?

A: Yes, if you can’t pull out just those who received evidence-based services, enter "-9” for all of the MDS utilization questions.

Item-specific questions (in numerical order)

Q: Q2 (US or Canada version) If information on our profile is not up-to-date but then we update it do we then check the info is up-to-date?

A: If you have made changes to your quitline profile, and it is up to date as of the date you are taking the survey, indicate it is up-to-date. If you have not yet made necessary updates to your quitline profile as of the time you are taking the survey,

Q: Q6 (US or Canada version) If our Quitline has an internet-based service that is "standalone” then do I just answer the questions under the columns for "standalone” and ‘Free NRT is provided for Standalone program” and leave the columns under "Integrated” and Free NRT is provided for Integrated program” blank?

A: Yes, just leave the non-relevant boxes blank (or check "no” for them) - it is not a "required” question so you won’t get an error message if you leave some of them blank.

Q: Q8 (US or Canada version) What is IVR?

A: IVR stands for Interactive Voice Response. It can stand for several types of technologies. The most basic is a phone tree system, similar to a customer service line (e.g., "press 1 for English, press 2 for Spanish). It also includes something that is much more sophisticated, where a computer will call an individual, ask the person questions, do some data collection, assessment of quit status, assessment of risk of relapse, etc. We’re asking about the entire range of IVR technologies with the IVR question on the survey.

Q: Q8 (US or Canada version) So, you want us to say yes to IVR if we have a phone tree in place even if it is NOT voice-response activated? To me, IVR means that it responds to voice.

A: The definition included in the survey for IVR is "Interactive voice response is a technology that allows customers to interact with a company’s database via a telephone keypad or by speech recognition. IVR can be used with quitlines to direct callers appropriately (such as to a Spanish-speaking counselor), or can be used for much more complex functions such as collecting intake data or fulfilling requests for cessation materials.” Later questions distinguish between the different types of technologies included with IVR. For the IVR question (Question #8 on both the U.S. and Canada versions of the survey), select "yes” if your quitline uses any kind of IVR system, including phone tree/touchtone responses.

Q: The IVR question (question #9 on both US and Canada versions) is not totally clear to me. The question reads: "Is IVR used to triage calls only (e.g., to direct callers to the right person based on the reason for calling), or is it used to handle provision of some requested services, for example, requests for cessation materials?” The response options include "Triage only,” "Handle provision of some requested services” or "Other”. It wasn’t clear that there was an option for assessment for risk of relapse, where the computer calls an individual and collects some information about their quit status, cravings, etc. Is that under the "other” category?

A: If one of the categories seems to fit what your IVR system does, check it. Otherwise check "other” and describe what it does in the text box with the "other” option. "Triage” refers to the phone-tree capacity of an IVR system, while "handle provision of some requested services” refers to the ability of an individual to request self-help materials be sent by mail, or some other similar request. In the situation described above, "other” should be selected, and the functions performed by the IVR system should be described in the text box next to "other.”

Q: US survey Questions 15-17 (Canada survey questions 22, 24, and 25) refer to unique tobacco users calling directly (15 US, 22 Canada) and referrals (16 US, 24 Canada) versus INTAKE (17 US, 25 Canada). Not all referrals = intake and not all calls = intake. USQ17 (CanadaQ25) instructions say the answer should be a COMBINATION of individuals reported for items 15 and 16 (for the US survey) (combination of 22 and 24 for the Canada survey), but those are NOT intakes.

A: USQ17 (Canada Q25) instructions have been changed to refer to a SUBSET of callers reported in items 15 and 16 (22 and 24 for Canada). We recognize that not all calls or referrals result in an intake or registration for counseling services. From the total number of direct calls and the total number of referrals received, a subset of that population of individuals will complete an intake/registration for the quitline. Please report ONLY on those unique individuals who complete an intake/registration process in item #17 (US survey) #25 (Canada survey).

Q: For USQ15 (Canada Q24) Referrals, should we put our IVR referrals (which are referrals triaged from hospitals that require follow up by a Quit Coach) under b) Referral from electronic medical records (tied directly into medical systems) or should we put them under c) Other referrals?

A: I would put IVR referrals as you describe them here under "C” - other referrals.

Q: For US Survey question 15b (Canada survey 24b) for referrals: Do you want to know how many referrals came from EMR's that were electronically submitted to the helpline?

Many sites have our referral form accessible in their EMR as a word or pdf attachment but the form is then printed at the medical siteand faxed to us.Do you want to know this count? We cannot really tellthisbecause the form looks the same to usand is faxed anyway.

In some instances the referral form is actually programmed into the EMR, so the form looks different than our pre-made form. We can manually count these, but we do not have a tracker in our database to provide this number with a high level of accuracy.

A: For USQ15b (Canada Q24b), please report on the number of referrals from EMRs that were electronically submitted to the helpline. If the referral was generated by an EMR and then faxed into the quitline, please count this under USQ15a (Canada Q24a) FAX referrals.

Q: For USQ18 (Canada Q26) Unique users - we typically have users who use the SAME service more than once. Your example shows users who use different services. Can you tell us how you want us to report the following scenarios?

Client A is seen in December 2010 and receives intake, materials and counseling (3 sessions), client returns in June 2011 and again receives intake, materials NRT and3 counseling sessions (because a free patch campaign started).

Client B is seen in November 2011 and receives intake, materials and 1 counseling session, client returns in February 2011 and receives 2 more counseling sessions.

A: Client A would be counted once in category b (they received counseling during the fiscal year), once in category c (they received NRT during the fiscal year) and once in category d (received either counseling or medications during the fiscal year).

Assuming Client B was seen in November 2010 (not 2011), he would be counted once in category b (received counseling), and once in category d (received either counseling or medications).

Q: For USQ24d (Canada Q31d) Sexual Orientation - Transgender is not a sexual orientation, it is a gender classification, I am wondering why you have this option in this question. It does not seem to make sense. We only use transgender in the gender question if the person self identifies.So in effect we don't ASK it.It is apassive response option.

A: The question wording and response options for the sexual orientation question were tested by the LGBT network, and incorporated into the MDS as an option question including the transgender option. Many transgender people self-identify as transgender when asked about sexual orientation; others will simply reply "straight” or "gay/lesbian”. To accommodate the preferences of community members, transgender was included as a response option to the question.