CancerBACUP provides information and support for people affected by cancer, and their family and friends. Services are provided through drop-in centres, telephone, letter and email information and a support service, all of which are operated by cancer nurses. This study used telephone focus groups to look at the qualitative experience of users contacting the telephone service, to evaluate how this type of service affects their cancer journey. Results of the focus groups suggest that this service makes a unique and valuable contribution.