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Catching the Conversation Evaluation 

Gina Kallis

17th Mar 2025 | 3 min read

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Purpose of the Evaluation 

I worked on this evaluation in collaboration with Dr Katherine Knighting and Professor Barbara Jack at Edge Hill University. The Catching the Conversation (CtC) programme delivered a two-day training course and mentor support programme to hospice volunteers to help them recognise and respond when an individual wanted to talk about their wishes and preferences for their future care. This is important as health and care professionals have identified significant barriers to advance care planning, including time constraints and a lack of confidence in initiating these discussions. 

The evaluation sought to assess the CtC programme’s effectiveness, exploring the experiences of volunteers, mentors, and educators involved in the project. 

Key Methods 

A mixed-method process evaluation was conducted to assess how well the programme was implemented and whether it met its objectives. The evaluation employed: 

  1. Surveys – Pre- and post-training confidence surveys for volunteers were conducted to measure improvements in their ability to facilitate care planning conversations. 
  2. Reflective Journals – Volunteers and mentors recorded their experiences and reflections on facilitating conversations, noting barriers, enablers, and personal learning. 
  3. Semi-Structured Interviews – These were conducted with volunteers, mentors, and the education team to gain deeper insights into the training process, mentorship effectiveness, and practical implementation. 
  4. Thematic Analysis – Data from surveys, journals, and interviews were analysed to identify patterns, challenges, and successes within the programme. 

Achievements 

The evaluation highlighted several key successes of the programme: 

  • Improved Volunteer Confidence & Communication Skills 
    • The training effectively enhanced volunteers’ confidence and skills in facilitating sensitive conversations. 
    • Volunteers reported improved listening skills, a greater understanding of open-ended questioning, and increased comfort in discussing end-of-life topics. 
  • Meaningful Conversations Took Place 
    • Volunteers facilitated over 70 conversations about future care planning, helping individuals discuss wills, funeral arrangements, and end-of-life preferences. 
    • Some conversations extended beyond hospices, occurring informally in various settings, including workplaces and even during a flight.  
  • Valuable Mentorship & Peer Support 
    • One-on-one mentorship and ECHO sessions provided essential support, allowing volunteers to reflect on their experiences and gain guidance from experienced mentors. 
    • The structured mentoring approach reassured volunteers and reinforced their learning, although some felt confident enough without regular mentorship. 
  • Positive Impact on Volunteers & Participants 
    • Volunteers found the experience rewarding, reporting a strong sense of privilege in supporting individuals through meaningful conversations. 
    • Participants in the conversations expressed appreciation for the opportunity to discuss their future care in a safe and supportive setting. 
    • The programme contributed to volunteer satisfaction and retention within the hospice sector. 

Recommendations for Future Development 

To optimise the CtC programme’s impact, the evaluation recommended: 

  • Tailoring Training – Adapting training to accommodate volunteers’ varied backgrounds and providing clearer guidance on reflective practices such as journaling. 
  • Clarifying Role Expectations – Establishing a structured approach to role allocation to help volunteers engage more effectively. 
  • Enhancing Ongoing Support – Offering flexible mentorship options and continued peer reflection opportunities. 
  • Expanding Data Collection – Tracking long-term outcomes of conversations to understand their broader impact on care planning decisions. 

Conclusion 

The Catching the Conversation project successfully empowered hospice volunteers to facilitate future care planning discussions, bridging a gap in end-of-life support. By training volunteers to ‘catch’ meaningful conversations, the programme helped individuals articulate their care preferences and eased the burden on clinical staff. With refinements to training and support structures, this model has the potential to be expanded and adapted for broader use in end-of-life care planning. 

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