Purpose: Pennsylvania offers free tobacco cessation counseling for individuals (14+) who use tobacco and nicotine replacement therapy (NRT) for those 18+ and medically eligible via the PA Free Quitline and pa.quitlogix.org. For tobacco cessation services such as the PA Free Quitline, it is important to review deidentified client feedback about the program to understand any barriers clients may face while receiving services. Client feedback can inform coach training and protocols, as well as service utilization and reengagement efforts.

Methods: A themed analysis of qualitative feedback collected from Quitline callers who responded to the six-month follow-up survey was conducted. Responses were collected from October 2021 to October 2022. Callers were asked for general feedback about the services.

Results: Major themes that emerged from the qualitative responses included barriers related to NRT, program approach, technical problems, coaching challenges, time commitment, and external barriers. Feedback data coded to each theme was reviewed for ways to support reengagement efforts. This proved to be particularly important within the external barriers theme, as reported responses included ending counseling early due to hospitalization, death of a loved one, struggles with mental health, motivation, and more.

Conclusions: Results from the themed analysis show that utilizing feedback from Quitline callers can support program improvements and reengagement efforts. Coaches can use certain types of general feedback to guide an initial reconnection with services for clients. Addressing common problems and barriers with user-informed solutions can make reengagement efforts more tailored and compassionate towards the user experience. Further exploration of client feedback could include examining feedback at the 3-month follow-up to better understand early opportunities for potential reengagement.