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The Standardized Volunteer Opinion Survey

August 10, 2015

Additional Information


SCHEDULE AND DETAILS

Mark Your Calendars!

We are pleased to confirm that PAVRO will be offering the Standardized Volunteer Opinion Survey for 2015. Planning is underway in preparation for this bi-annual survey. Registration is currently open and the survey launch is scheduled for November 2015. Survey reporting will be in early 2016. In 2013, more than 9,500 volunteers (our largest response to date) participated in the survey representing 59 health care organizations/sites from across Ontario.

The Survey Tool

The survey consists of 42 questions that are captured under seven survey dimensions: volunteer experience, orientation, recognition, volunteer impact, teamwork, patient safety, and general safety. There are five demographic questions. Questions are either in a rating scale format or free text allowing for comments and input by respondents.

The survey is completed by volunteers online. For volunteers who do not have access to the internet, hard-copy surveys can be provided/mailed to volunteers by the respective volunteer departments. Organizations have the option to enter the hard copy survey themselves, or you supply a return envelope that will go directly to PAVRO for data entry to ensure confidentiality. There will be a fee for PAVRO to enter the hard copy data.

This comprehensive survey tool provides a unique opportunity to seek feedback from your volunteers and to benchmark with organizations from across the hospital sector.

The goals of this survey support the requirements of Bill 46, The Excellent Care for All Act. This bill stipulates that every organization shall carry out surveys once every two fiscal years for any person(s) providing services within a health care organization. In 2015, the CEO of the Ontario Hospital Association encouraged organizations to participate in this Standardized Volunteer Opinion Survey.

Why Participate

The survey will help you:
  • Obtain comprehensive feedback from your volunteers
  • Identify strengths to champion within your program
  • Identify and monitor problem areas or challenges
  • Identify best practices and learn from high performers within the profession
  • Provide a forum for benchmarking with similar organizations
  • Provide data to support outcomes based measurements, goals and accountability
Survey Cost

The cost structure is remaining the same - a cost of $2.00 per volunteer at a minimum of $275.00 to a maximum $1,500.00 for on-line survey participation depending on the number of volunteers participating. Surveys completed in a hard copy format by PAVRO are expensed at an additional cost. The cost of this survey is substantially less than employee/patient surveys and remains the same as in the 2011 and 2013 costing structure.

For further information please contact Judy Amyotte at 705-654-4617 or pavro@pavro.on.ca.

HISTORY

The Standardized Volunteer Opinion Survey is a well researched and designed survey tool that addresses key dimensions for a successful volunteer program. This comprehensive survey tool provides a unique opportunity to seek feedback from volunteers and to benchmark with organizations from across the hospital sector.

The goals of this survey are well aligned to support the requirements of Bill 46, The Excellent Care for All Act passed as part of the Hospitals Act in June 2010. This bill stipulates that every organization shall carry out surveys once every two fiscal years collecting information on the satisfaction of ‘employees’ and ‘other persons’ with their experience working for or providing services within the organization and to solicit views about the quality of care provided by the health care organization. Volunteers play an important role in supporting patient care and services in the hospital sector and their feedback through a standardized survey process provides important information to support volunteer engagement and organizational goals and objectives.

The survey tool was developed by Christine Burych, Alison Caird, Joanne Fine Schwebel, Michael Fliess and Heather Hardie with guidance from a Senior Research Advisor with NRC+PICKER Canada who specializes in patient and staff satisfaction projects and quality improvement methods. The survey was first piloted in 2006 by nine Toronto hospitals. The original project work for the survey was funded through the Department of Canadian Heritage, Government of Canada. For more information on the pilot project and the development of the survey methodology, read

Following the pilot project, the Standardized Volunteer Opinion survey has been conducted bi-annually with surveys administered in 2007, in 2009 with 3100 volunteers participating, representing 26 hospital programs/sites and most recently in 2013 with more than 9,500 volunteers participating in the survey representing 59 health care organizations/sites from across Ontario.


BENEFITS

The standardized volunteer opinion survey provides professional administrators of volunteer resources with an evaluation of their volunteer program and organization from the point of view of volunteers. The report will help you:
  • Identify strengths to champion within your program
  • More effectively monitor problem areas or challenges within your program resulting in improvement initiatives
  • Identify best practices and learn from high performers within the profession
  • Provide a forum for benchmarking with similar organizations on a bi-annual basis
  • Provide data to support outcomes based measurements, goals and accountability
  • Improve the service your department provides to volunteers, patients and your internal customers
  • Respond more quickly to changing volunteer interests and needs in the key areas known to be important to volunteers
  • Align with patient/client, and staff satisfaction surveys
PARTICIPATING HOSPITALS/HEALTH CENTRES

The following hospitals have participated in the Standardized Volunteer Opinion Survey in previous years.

Brampton Civic, Brant Community Healthcare System, Bridgepoint Health, Camebridge Memorial Hospital, Centre for Addiction & Mental Health, Credit Valley Hospital, Deep ,River & District Hospital, Hamilton Health Sciences (Chedoke, General Hospital, Henderson General Hospital/JCC, McMaster University Medical Centre & St. Peter's), Hawkesbury General Hospital, Holland Bloorview, Joseph Brant Memorial Hospital, Kingston General, Lakeridge Health (Bowmanville, Oshawa, Port Perry & Whitby), Mackenzie Health (York Central Hospital), Markham Stouffville Hospital, Mount Sinai Hospital, Royal Victoria Hospital, Salvation Army Toronto Grace Health Centre, Southlake Regional Centre, St. Joseph's Care Group, Thunder Bay (Hogarth Riverview Manor, Lakehead Psychiatric Hospital, St. Joseph's Heritage, St. Joseph's Hospital), St, John’s Rehab, St. Joseph’s Health Centre, Toronto, St. Michael's Hospital, Sunnybrook Health Sciences Centre, St. Thomas Elgin General Hospital, Toronto Rehab (Bickle Centre, Hillcrest Centre, Lyndhurst Centre, Rumsey Centre, University Centre), The Hospital for Sick Children, Trillium Health Centre, University Health Network (Toronto General Hospital, Toronto Western Hospital, Princess Margaret Hospital), West Park Healthcare Centre & Women's College Hospital.

FREQUENTLY ASKED QUESTIONS

Why should I participate in the survey?
When you participate in this survey, you will:
  • Receive an evaluation of your volunteer program and organization from the point of view of volunteers
  • Relatively quickly discover problem areas within your program resulting in improvement initiatives
  • Improve the service your department provides to volunteers, your clients, your organization
  • Identify strengths to champion within your their program
  • Respond more quickly to changing volunteer interests and needs in the key areas known to be important to volunteers
  • Increase your professional image within your organization
  • Compare your results to that of other hospital facilities in Ontario through comparisons to the average of all participating hospitals and the high performing organization for each item measured
  • Increase the "professionalism" of the profession
How frequently will the survey be conducted?
The survey is offered every two years; however we require a minimum number of participating hospitals in order to conduct the survey.

What is the minimum number of hospitals required in order for this year's Survey to be "a go"?
We require a minimum of 10 hospitals for the survey to proceed.

Is there a maximum number of hospitals?
At this point we have not set a maximum number of hospitals.

How long will the survey run?
The survey will run for a period of 3 weeks.

When will data be available to participating hospitals?
The target report delivery date is approximately three months after the survey has closed. The number of participants and time required by the consultant for analysis and report writing will have an impact the exact timelines.

Who is the data shared with?
Individual hospital results and the final report are shared with participating hospitals only. Guidelines ask organizations not to share results "publicly." Group average results may be reported more widely. Participating organizations are required to sign and abide by the survey confidentiality guidelines.

What does the final report look like?
The final report encompasses an introduction to the survey, overall summary with key highlights from the survey along with tables, bar graphs and text to summarize the results of each question and survey topic/dimension (e.g. communication). Individual hospital results as well as group averages are presented. High performers are identified for each topic/dimension. Each organization will receive a copy of the main report and presentation report as well as a copy of their organizations raw data in an excel document. A comparison template chart is provided which can be used by organizations to refine their data and for presentations within their organizations.

What if our hospital has multiple sites?
For hospitals with multiple sites, an additional multi-site report is provided. Preparation of a multi-site report is determined based on the information (number of sites, size of institution, number of volunteers) provided by each organization at the time of registration.

What if I want more detail than the report provides?
You will receive an Excel document which will capture all of your hospital's raw data including verbatim comments from your volunteers.

What are my expenses, outside of the minimum $275.00/maximum 1,500.00 fee (+HST)?
  • Printing/photocopying the hard-copy surveys for distribution to your volunteers
  • Printing PAVRO mailing labels and envelopes for hard-copy surveys to be returned to PAVRO
  • Postage for hard-copies to be returned to PAVRO
  • All flyers, letters, postcards, etc. used to communicate the survey to your volunteers
  • Any hard-copies entered by PAVRO are expensed t an additional cost of $3.00 per survey.
If I am not a member of PAVRO, can my organization still participate in the survey?
Yes, there is an additional fee however for non-members. Alternately organizations can choose to join PAVRO. Please contact PAVRO for further information.

Is this survey only for hospital-based volunteer programs?
Yes. The survey is tailored to the "on site" volunteer in a health care setting (e.g. acute care hospitals, complex care, mental health and rehabilitation). Community based health care volunteers would not be a suitable group for the survey. The original survey group in partnership with PAVRO is looking at developing a community based survey with similar goals to the hospital volunteer survey.