Improving patient journey through acts of kindness

As June highlights National Volunteer Week, we’re keen to shout about the great care our 250 volunteers provide within our hospitals to support patients and staff.

“Our volunteers are an essential part of our hospitals they can provide comfort to patients, a friendly face to talk to or help them get a cup of tea or find their way to an appointment. These might only seem like small things, but it really helps improve a patient’s journey within our hospitals, plus it supports staff too,” said Emily Naylor, LUHFT’s Voluntary Services Manager, who works alongside five team members.

The volunteer service in our hospitals has been established for over 20 years. Emily added: “Our team is responsible for the recruitment, co-ordination, support, and promotion of the volunteer service across the Trust.

The next big project is recruiting more volunteers for the launch of the new Royal. We will need volunteers to support with wayfinding on the new site, which involves meet and greet, giving directions, assisting with self-check-in and escorting patients and visitors around the site. This will be essential in a new building where colleagues will also be learning the layout.

“We are also looking for volunteers to support staff on our wards by providing general companionship for patients, patient activities, assisting at mealtimes and supporting patients with feeding.

“Volunteers can support in A&E, wards, outpatients and we work with department leads to develop volunteer roles to enhance patient experience, support staff and engage with our local community. These opportunities allow our volunteers to develop new skills and gain valuable and rewarding experiences.”

Do you know someone who wants to volunteer?

• Volunteers must be 16 years of age (18 to volunteer on the wards)

• Can they commit to a minimum of three hours per week for six months?

• Contact: volunteer.enquiries@liverpoolft.nhs.uk

Sozy Ahmed - volunteer

With ambitions to work in medicine and help people, 16-year-old Sozy Ahmed recently began volunteering within the Royal.

“I thought this would be the ideal way to start getting experience of a hospital environment and supporting patients because I’m hoping to have a career in medicine,” said Sozy, who is currently in sixth form.

“I’ve found volunteering really enjoyable. I work in the main entrance, helping patients to find their way to the clinic or ward they need to attend, I’ve discovered there is so much diversity in the range of services the hospital provides. It can be daunting for patients finding their way around a big hospital, especially if they’re anxious, I can help them relax before an appointment.

“It’s rewarding helping patients, guiding and reassuring patients that it’s going to be okay and making them feel happy and at ease.” New starters are given plenty of training and advice, such as how to interact with patients, any safeguarding issues.

Sozy added: “It’s all really informative and they made it easy to begin volunteering in the hospital. “I’m looking forward to being able to provide more one-on-one support and comfort to patients when I turn 18 and can help on the wards in the New Royal hospital.”

John Mooney - volunteer

When Walton Hospital closed in 2010 and clinical services moved to Aintree’s new Elective Care Centre, volunteer John Mooney came along too!

“What I like about volunteering is feeling useful and being part of a team, we’re all working together for the patients,” said 80-yearold John.

“I’d taken early retirement from the Civil Service and began staying home, and eventually a friend convinced me I needed to get out and about again. So, it was in 2005 that I started volunteering in Walton Hospital.

“I welcome patients and visitors at Aintree’s Elective Care Centre (ECC) reception, meeting and greeting people and helping them find their way to their appointment. Often patients are waiting for transport to take them home, and can feel a bit lonely, so I’ll wait with them providing some company and a cup of tea, so they know there is someone there supporting them. Staff are also all really appreciative of the additional help and support that volunteers can provide.”

John couldn’t come in during the pandemic but was keen to return to volunteering once it was safe to do so. He said: “When I returned, I was helping out in Ophthalmology, assisting patients with hand gel, masks and ensuring people were socially distanced while in the waiting areas.

“It surprises me how long I’ve been volunteering at the hospital because it just feels like coming to meet friends and having a chat. It’s enjoyable for me, it keeps me active and my brain ticking over. I also remember meeting the Duke of Westminster in 2011 when he opened the ECC and he commented on how essential volunteers are to our hospitals.”