Conversations Matter

• For community: Accessing the right care at the right time, particularly for groups who experience barriers to using support services.
• For staff: Feeling confident to have tough conversations in a supportive way to help those they care for have better cancer outcomes.
• For organisations: A framework to promote safe, consistent care, and to increase efficiencies across the board.

The program provides a significant, local professional development opportunity, followed by ongoing, embedded training and free, evidence-based resources.

Conversations Matter is first and foremost a partnership between regional cancer centres, local health professionals, and consumers. It is a community initiative across all Victorian regions and was developed locally, specifically for regional Victoria.

• Working together to identify local challenges of communication
• Developing a local plan for permanently changing the culture of cancer communication in the region
• Professional development opportunities and targeted support resources for clinical and non-clinical staff
• Building a community of local healthcare communication teachers to sustain the changes

The program can help those who interact with patients in any role to contribute to positive patient experiences. Non-clinical staff members have an important responsibility in patient care. Conversations Matter training can help non-clinical staff to be effective to:

• be the first point of contact for patients and families
• ensure a safe, quality care environment
• help patients with basic needs and enhance their experiences in cancer care services
• listen to patients’ stories and respond in a supportive way
• recognise when patients are distressed or need medical attention, and assist them to get the help they need at the right time.

Download the Conversations Matter Flyer for Non-Clinical Staff

How is Conversations Matter different to other communication skills training?

Conversations Matter is a program championed by locals and overseen by local implementation teams. It is a holistic framework for permanently changing the culture of communication for clinical and non-clinical staff. Individual training programs, such as for teams or departments, can be expensive, have limited reach and lack sustainability.

What is the time commitment for the program?

Time commitments vary for different components of the program. For some staff, it will be attending part-day training. For healthcare communication teachers, the commitment involves initial professional development, and ongoing delivery of training in their organisation. For leaders and local champions, there will be initial meetings, followed by quarterly steering group meetings, and ongoing implementation activities. Implementation of the program will take place throughout 2024.

What will services need to pay to participate?

The program is funded by the Victorian Government Department of Health.

Who is delivering the program?

Deakin University’s OCPH team are local, academic experts in healthcare communication, based at the Waurn Ponds Campus in Geelong. The team has collectively trained several thousand health professionals, volunteers and non-clinical staff in Australia and internationally. Following OCPH training, local teams will continue to deliver training on core skills.

What does the training component involve?

Conversations Matter training involves a series of online and in-person options, delivered by OCPH. The series includes a variety of webinars, 4-hour workshops, and experiential masterclasses for different audiences. Topics can include:

• Skilled introductions
• Responding to strong emotions
• Making a referral
• Health behaviour change
• Making the most of telemedicine
• Conducting distress screening
• Increasing referral uptake to supportive care
• Planning future care and advance care planning

Previous Conversations Matter Webinars are available to view on the OCPH Vimeo Channel.

As part of the Conversations Matter program, there are opportunities to train as a facilitator and Champion of Change for Conversations Matter in your local area. Champions of Change will promote quality healthcare at their organisation and in their region, and provide structured training to staff at their organisation.

Professional development will take place in 2024 and will include:

• Training to deliver selected OCPH-designed workshops to encourage reflection and awareness of quality healthcare communication
• Opportunities to develop your own communication skills, and your own skills in facilitating and education
• Training to provide ongoing expertise and supervision of healthcare communication as a “Champion of Change” in your organisation

Whether you work in a clinical or non-clinical role, you’re welcome to apply.

What we will ask you to do:

• Experience Conversations Matter education programs as a participant
• Attend a one day, face-to-face workshop in Teaching Healthcare Communication in the Clinical Workplace
• Attend two half day online and workshops to train as a Champion of Change, and participate in co-facilitation and observation activities with OCPH staff
• Commit to the Conversations Matter program
• Commit to deliver a variety of 45-minute workshops and 1.5-hour experiential programs in the future in a co-facilitation model (with a partner Champion of Change)
• Discuss this opportunity with your Manager/Supervisor and get their approval to sign up

Please contact us if you have any questions or would like to sign up.