Volume 28, Issue 3 pp. 734-746
ORIGINAL ARTICLE

Exploration of volunteers as health connectors within a multicomponent primary care-based program supporting self-management of diabetes and hypertension

Lisa Dolovich PharmD, MSc

Corresponding Author

Lisa Dolovich PharmD, MSc

Department of Family Medicine, McMaster University, Hamilton, ON, Canada

Leslie Dan Faculty of Pharmacy University of Toronto, Toronto, ON, Canada

Department of Health Research Methods, Evidence and Impact, McMaster University, Hamilton, ON, Canada

Correspondence

Lisa Dolovich, Department of Family Medicine, McMaster University, 1280 Main Street West, DBHSC, 5th Floor, Hamilton, Ontario L8S 4K1 Canada.

Email: [email protected]

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Jessica Gaber MSW, RSW

Jessica Gaber MSW, RSW

Department of Family Medicine, McMaster University, Hamilton, ON, Canada

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Ruta Valaitis BScN, BA, MHSc, PhD

Ruta Valaitis BScN, BA, MHSc, PhD

Aging, Community and Health Research Unit, School of Nursing, McMaster University, Hamilton, ON, Canada

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Jenny Ploeg RN, PhD

Jenny Ploeg RN, PhD

Aging, Community and Health Research Unit, School of Nursing, McMaster University, Hamilton, ON, Canada

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Doug Oliver MSc, MD, CCFP

Doug Oliver MSc, MD, CCFP

Department of Family Medicine, McMaster University, Hamilton, ON, Canada

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Julie Richardson BSc, PT, PhD

Julie Richardson BSc, PT, PhD

School of Rehabilitation Science and Department of Health Research Methods, Evidence and Impact, McMaster University, Hamilton, ON, Canada

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Dee Mangin MBChB, DPH, FRNZCGP (NZ)

Dee Mangin MBChB, DPH, FRNZCGP (NZ)

Department of Family Medicine, McMaster University, Hamilton, ON, Canada

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Fiona Parascandalo MA, MSc(c)

Fiona Parascandalo MA, MSc(c)

Department of Family Medicine, McMaster University, Hamilton, ON, Canada

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Gina Agarwal MBBS, PhD, MRCGP, CCFP, FCFP, DFFP

Gina Agarwal MBBS, PhD, MRCGP, CCFP, FCFP, DFFP

Department of Family Medicine, McMaster University, Hamilton, ON, Canada

Department of Health Research Methods, Evidence and Impact, McMaster University, Hamilton, ON, Canada

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First published: 28 November 2019
Citations: 7

Funding information

This study was funded by the INSPIRE-PHC Program, which is in turn was funded through the Health System Research Fund, Ministry of Health and Long-Term Care of Ontario, Canada. Additional support was provided by Health Canada, the McMaster Family Health Organization, and the McMaster University Department of Family Medicine.

Abstract

Volunteers support health and social care worldwide, yet there is little research on integrating these unpaid community members into primary care. ‘Health Teams Advancing Patient Experience, Strengthening Quality through Health Connectors for Diabetes Management’ (Health TAPESTRY-HC-DM) integrates volunteer ‘health connectors’ into a community- and primary care-based program supporting client self-management in Hamilton, Canada. Volunteers supported clients through goal setting, motivation, education and connections to community resources and primary care. This study aimed to create and apply a volunteer program evaluation framework to explore: (a) volunteer training effectiveness (learning online content, in-person training, self-efficacy in role tasks, training overall); (b) feasibility of program implementation (process measures, reflections on client encounters, understanding of volunteer roles/responsibilities, client perspectives on volunteer program); and (c) effects of volunteering on volunteers (health outcomes, self-efficacy, value of volunteering). A concurrent triangulation, mixed-methods design was used. Data were collected in 2016, sources included: volunteer online training quizzes, focus groups, self-efficacy survey, Veterans RAND 12-Item (VR-12) survey, in-person training feedback forms and narratives of client visits; client interviews; and quantitative implementation data. Quantitative data analysis included descriptive statistics, paired samples t tests, and effect size (Cohen's d). Qualitative data used descriptive thematic analysis. Nineteen volunteers and 12 clients participated in this evaluation. Findings demonstrate the volunteer program evaluation framework in action. Online training increased knowledge. In-person training received largely positive evaluations. Self-efficacy was high post-training and higher after volunteering. VR-12 sub-scale means increased descriptively. Volunteers understood themselves as healthcare system connectors, feeling fulfilled with their contributions and learning new skills. They identified barriers including not having the resources and skills of healthcare professionals. Clients found volunteers were a major program strength, appreciating their company and regular goals follow-up. Using a volunteer program evaluation framework generated rich and comprehensive data demonstrating the feasibility of bringing volunteers into primary care.

CONFLICT OF INTEREST

The authors declare that they have no competing interests.

DATA AVAILABILITY STATEMENT

Data generated and analysed during the current study are not publicly available, but are available from the corresponding author upon reasonable request.

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