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National trends and state-level variation in the duration of incoming quitline calls to 1-800-QUIT-NOW during 2012–2015

Published online by Cambridge University Press:  23 March 2020

Nathan Mann Open the ORCID record for Nathan Mann [Opens in a new window] ,
Ann Malarcher ,
Lei Zhang ,
Asma Shaikh ,
Jesse Thompson  and
LeTonya Chapman
Nathan Mann*
Affiliation:
RTI International, 3040 E. Cornwallis Road, Research Triangle Park, NC, USA
Ann Malarcher
Affiliation:
McKing Consulting Corporation, Contractor to the Office on Smoking and Health, Centers for Disease Control and Prevention, Atlanta, GA, USA
Lei Zhang
Affiliation:
Office on Smoking and Health, Centers for Disease Control and Prevention, 4770 Buford Hwy. MS-K50, Atlanta, GA, USA
Asma Shaikh
Affiliation:
RTI International, 3040 E. Cornwallis Road, Research Triangle Park, NC, USA
Jesse Thompson
Affiliation:
RTI International, 3040 E. Cornwallis Road, Research Triangle Park, NC, USA
LeTonya Chapman
Affiliation:
RTI International, 3040 E. Cornwallis Road, Research Triangle Park, NC, USA
*
Author for correspondence: Nathan Mann, E-mail: nmann@rti.org
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Abstract

Introduction

The duration of incoming quitline calls may serve as a crude proxy for the potential amount of reactive counseling provided.

Aims

To explore whether call duration may be useful for monitoring quitline capacity and service delivery.

Methods

Using data on the duration of incoming quitline calls to 1-800-QUIT-NOW from 2012 through 2015, we examined national trends and state-level variation in average call duration. We estimated a regression model of average call duration as a function of total incoming calls, nationally and by state, controlling for confounders.

Results

From 2012 through 2015, average call duration was 11.4 min, nationally, and was 10 min or longer in 33 states. Average call duration was significantly correlated with quitline service provider. Higher incoming call volume was significantly associated with lower average call duration in 32 states and higher average call duration in five states (P-value <0.05). The relationship between call volume and call duration was not correlated with quitline service provider.

Conclusions

Variation in average call duration across states likely reflects different service delivery models. Average call duration was associated with call volume in many states. Significant changes in call duration may highlight potential quitline capacity issues that warrant further investigation.

Keywords

1-800-QUIT-NOWcall durationcessationcounselingquitline capacityquitlinestobacco control
Type
Original Articles
Information
Journal of Smoking Cessation , Volume 15 , Issue 2 , June 2020 , pp. 59 - 66
Copyright
Copyright © The Author(s), 2020. Published by Cambridge University Press

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