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Introduction Within many USA Cancer Centres, the presence of volunteers is an important factor for improving patient experience. The purpose of this study was to evaluate a pilot project of introducing a volunteer role to support cancer patients using two Chemotherapy Day Units. The study sought to answer the following questions: ▶ Did the volunteer training programme meet the needs of the volunteers and prepare them for their role? ▶ How did the volunteer programme impact on patients' experiences and satisfaction with care? ▶ What benefi ts were realised and challenges encountered from the perspective of stakeholders involved? ▶ What structures and processes are necessary to ensure the volunteer programme maximises its effect on future patient care? Methods This mixed methods evaluation was exploratory and spanned 1 year. Data collection included: 1. A prospective audit of patients' experiences and satisfaction with care undertaken at baseline and end of the pilot project. 2. Questionnaires and interviews with volunteers at the end of the project. 3. Interviews with staff and stakeholders at the end of the project.

In 2014 Clinical Commissioning Group undertook a Health Needs Assessment (HNA) for adult end of life care (EoLC) services. The results of the (HNA) formed the City EoLC Commissioning Strategy 2014–2019. A priority was to develop a model where specialist palliative care clinical nurse specialists provide 7 days of care in community and hospital settings. To take forward the two Hospices in the city worked in partnership with the acute Hospital to set up a community service that could be provided across the city. The service sought to provide support to patients, families and professionals to allow patients to be cared for in their preferred place of care and avoid hospital admission where possible. The service has been operating for over a year has been evaluated by Healthwatch. Healthwatch interviewed 59 people that had used the service between Oct–Dec 2014. They spoke to patients, families and professionals; 98% respondents said the service was useful. One person said it was not useful.In what way was it useful – key themes:Emotional supportFamily/carer supportPain management/medical adviceChoice and involvementGateway to other servicesHealthwatch allowed the service and the commissioners to capture the patients and families views without any bias. The service is continuously monitored and demand is increasing. A CNS will provide a 7 day service within the Hospital later this year, all three CNSs will continue to work together with primary care to provide comprehensive EoLC to the people of the city.The project has been successful as a result of listening to the people of the city; working collaboratively, providers and commissioners and continuing to learn from patients, carers and professionals as the service develops.