Applying Roach’s Six C’s of Caring to Gather Health Data through Telephone Interviewing

The use of the telephone to speak to study participants about health-related issues is
useful when logistics make it difficult for participant and researcher to meet in person. However,
gaining the trust of the participant can be a challenge, partly due to fears of fraud and identity
theft. A spirit of openness and caring must come across the telephone lines between interviewer
and interviewee. Roach’s six C’s can be applied to convey a sense of caring, thereby relaxing the
participant and increasing their sense of safety to enhance the quantity and quality of health data
being collected. According to Roach, caring is manifested through six C’s – compassion,
competence, confidence, conscience, commitment, and comportment. Interviewers can be trained
through role playing and scripting using Roach’s caring model. Compassion is expressed by
being sensitive to the anxiety and apprehension they may feel toward receiving a call from a
stranger, who is asking about health-related issues. Competence is expressed by being able to
give the participant the information they need to have an understanding as to what they are
consenting. Confidence is achieved by ensuring the participant that the information they share
will be used appropriately and for the greater-good. Conscience is expressed by following ethical
research protocols, adhering to confidentiality, and respecting the relationship with the research
participant. Finally, interviewers manifest caring through comportment by identifying
themselves with their name, credentials, and institution; addressing the participant formally;
using language the participant can understand; and projecting caring through tone of voice.