Volunteer Training YOUR VOICE MATTERS: WE ARE LISTENING

Training Overview 2 What is Your Voice Matters: We are Listening? All You Need to Know About Your Voice Matters Importance of completing Your Voice Matters: We are Listening Recruitment Your role Privacy and confidentiality Questions Resources

What is Your Voice Matters? 3 It is a short set of questions that gives the patient the chance to share feedback about their visit with us, so that we can improve. The questions in Your Voice Matters reflect patients’ experiences as they relate to each step of their visit, from: Contacting the centre with their questions Their arrival, and the interactions with reception or check-in; Meeting with their healthcare team; and How they felt when they left for the day. Patients will be able to share their perspective on each of these steps, and on their overall experience.

All You Need to Know About Your Voice Matters 4 Your Voice Matters will not take more than 5 minutes to complete. Your Voice Matters is completed on-site at a centre on the day of the patient’s appointment, allowing for immediate feedback Adult cancer patients in Ontario receiving treatment are invited to complete Your Voice Matters. Patients can complete Your Voice Matters in two different ways, depending on what is most convenient for them. At the kiosk located [insert location at cancer centre] just the same way a patient would log in to report on your symptoms when they arrive Your Voice Matters is a separate tool from ESAS. Patients can complete both ESAS and Your Voice Matters on the same kiosk at their centre, but their ESAS scores will not affect the questions in Your Voice Matters. The information patients share in Your Voice Matters is confidential and will not be shared with their healthcare team.

Why is completing Your Voice Matters: We are Listening Important? 5 The questions on Your Voice Matters are important: Hearing about the patient’s most recent visit will help their care team understand what is important to them; and Will be used to improve the quality of our services and the care patients receive. It’s hard for us to know exactly what the experience here is like for patients unless they are able to tell us in a way that feels safe for them.

Participant Recruitment 6 Consider approaching patients while they’re checking in for their appointment Or While they’re waiting for their appointment to take the opportunity to share their feedback. [Site to list additional ways your centre plans to recruit participants] Important: be mindful of body language if patients appear tired or wish to be left alone. [Cancer centre to insert any additional language or approaches that are consistent with volunteer best practices].

How you can help! 7 Raise awareness about the survey both with patients and with your colleagues too Using the provided marketing tools: Patient facing video (insert video link to share with audience) Postcard, poster, standing banner and folders. Patient facing FAQ. [region to insert tangible ways that audience can do this] Actively ask patients and their family members to complete the survey Use the volunteer script to help you with speaking points. Review the volunteer FAQ [region to insert tangible ways that audience can do this]

Your Voice Matters: We are Listening Responses 8 The responses will be collected and used to improve existing patient experience services at your cancer centre. The responses will also help plan for new initiatives in the area of patient experience at the provincial level. All responses shared are confidential and will not impact the care patients receive.

How can I help support this initiative? 9 Your Voice Matters is available monthly to complete and by sharing it with patients will encourage responses. Your Voice Matters is a tool that will empower and enable their experience and make sure that your centre receives important feedback.

Who can I contact if I have questions about Your Voice Matters: We are Listening? 10 If you have any questions or comments please contact your local Person-Centred Care Lead at (insert site specifics here).

What resources are available to me as a volunteer? 11 Volunteer Script Volunteer Training Volunteer FAQ Additional support (insert specifics here).

Questions? 12