The role of volunteers at an outpatient cancer center: how do volunteers enhance the patient experience?

PURPOSE: The purpose of this study is to describe the role volunteers play in the cancer patient experience at the BC Cancer Agency, Vancouver Island Centre, and opportunities to enhance the services they provide. METHODS: Using an action research approach, methodological triangulation of data from the viewpoints of patients, volunteers, and staff was used to first understand the unmet needs of patients and then how volunteers are able to address some of those needs. RESULTS: Patients, volunteers, and staff all agreed that volunteers enhance the patient experience, specifically by working with professionals to meet patients' emotional, practical, and informational needs. Physical needs were indirectly met by guiding patients to the appropriate personnel. Additionally, this study elucidated important organizational information such as gaps in care, how to screen for volunteers, and perceptions among interdisciplinary staff about the role of volunteers in cancer care. CONCLUSIONS: Volunteers provide an essential complement to the professional healthcare team by tending to the non-medical needs of patients, thereby enhancing the patient experience. By better understanding the role and resulting benefits of involving volunteers in cancer care, healthcare professionals and volunteers can work synergistically to improve the quality of care for patients.

The development and implementation of a volunteer lay navigation competency framework at an outpatient cancer center.

PURPOSE: To describe the development and delivery of a competency framework designed to guide the recruitment, training, and competency screening of volunteer lay navigators at an outpatient cancer centre in Victoria, BC. METHODS: Volunteers that passed a screening interview underwent 22 h of training focusing on the scope of the navigator's role, communication skills, and cancer center processes and resources. Volunteers that passed a post-training interview, by demonstrating a basic level of competency in three domains (Self as Navigator, Communication, and Knowledge/Information), were invited to participate as volunteer lay navigators in a three-step intervention with newly diagnosed lung cancer patients at the British Columbia Cancer Agency-Vancouver Island Centre. RESULTS: Of the 27 volunteers who attended a screening interview, 20 were invited to participate in training. From the subset of 20, 13 of these participants achieved competency scores high enough to qualify them to practice as volunteer lay navigators. CONCLUSIONS: By incorporating the lessons we have learned from this study, we believe that the lay navigation competency framework serves as a useful model for selecting, training, and supporting competent navigators.

Moving the agenda forward for cancer patient navigation: understanding volunteer and peer navigation approaches.

Across Canada, individuals diagnosed with cancer have identified concerns about access to services before, during, and following treatment, highlighting a very real uncertainty that exists about where to turn for information and assistance. Cancer patient navigation programs are emerging as effective interventions, well-equipped to meet these patients' diverse needs. While many provinces have initiated professionally led navigation services, little is known about the potential for volunteer-led navigation. This article highlights pilot programs in British Columbia, Ontario, and Newfoundland, where volunteers are engaged as lay or peer providers of cancer patient navigation services. By describing the recruitment, training, and role of the navigators within each program, the paper underscores the capacity for unique programs to work within current care frameworks across distinct communities. These programs provide an innovative approach to overcoming barriers and augmenting access to supportive care for cancer patients and their family members.

The experience of people with lung cancer with a volunteer-based lay navigation intervention at an outpatient cancer center.

OBJECTIVE: To describe the experiences of patients with lung cancer with a volunteer-based lay navigation intervention. METHODS: Forty patients with newly diagnosed lung cancer enrolled in a three-step navigation intervention delivered by trained volunteer lay navigators (VLNs), beginning prior to their first oncologist's appointment and ending before the start of treatment. Methodological triangulation of data was used in a mixed method study design. Cases were categorized based on the predominant needs met by the VLN: emotional, practical/informational, family, and complex. Data were analyzed using framework analysis. RESULTS: The provision of emotional support, information, and referrals to other services by the VLN were of particular benefit to the patient and their families. Satisfaction with the program and its timing was high; it was considered an effective means for patients to share concerns and have their needs attended to before starting treatment. CONCLUSION: This study demonstrates capacity for lay volunteers to address the multifaceted needs of lung cancer patients during their transition from primary care in the diagnosis to treatment phase. PRACTICE IMPLICATIONS: Using volunteers as navigators offers an opportunity to meet patient needs with minimal resources, increase access to services for patients, and improve the sustainability of the program.