When providers have a conversation about what really matters to the people they care for, it helps ensure that care is aligned with patient preferences, builds trusting relationships between patients, families and their health care providers and advances person- and family-centred care. In an evolving world where we are now seeing many health care appointments taking place virtually, this resource, co-designed with patients, will identify what’s important to patients receiving care this way and how trusting relationships can continue to be built and maintained.