The Volunteer Role

Volunteer roles are available in a variety of areas over seven sites. The Norfolk & Norwich University Hospital, Cromer Hospital, Norwich Community Hospital, 20 Rouen Road, Contraceptive and Sexual Health Clinic, Health Records Library and Henderson Ward at the Julian Hospital.
Typical roles include:

Category A – MEET & GREET SERVICES

This role requires you to attend for a minimum of 3 hours per week between Monday to Friday, between the hours of 8.30-4.30 and involves large amounts of walking

Tasks to include the following:

  • To deal with general queries on arrival to the hospital
  • To give general information to patients/visitors including directions, public transport information
  • To assist with the whereabouts of general facilities on site
  • To escort patients and visitors to clinical departments where necessary
  • To escort/accompany patients with multiple appointments
  • To provide a guide service for staff and other groups
  • To help visitors entering the site
  • To recognise the need for confidentiality
  • Assist patients in wheelchairs

Category B – SERVICES TO PATIENTS IN WARDS

This role requires you to attend for a 3-4 hour shift any day of the week

Mealtime Assistance; this requires training with a Speech and Language Therapist

Tasks to include some, or all, of the following:

  • Offer patients the chance to wash/wipe their hands prior to the food being served.
  • Clear the side tables and wiping them prior to the food/drink being served.
  • Talk through the menu and checking that each patient has his/her choice of meal adhering to any dietary restrictions.
  • Open packaged items such as sandwiches if necessary.
  • Make sure the patient has the correct utensils, including adapted cutlery, non slip mats and plate guards if necessary.
  • Ensure that the dignity of the patient is maintained.
  • Cutting food into manageable chunks.
  • Giving verbal encouragement to patients to eat and drink.
  • Offer patients/clients extra drinks observing any fluid restrictions.
  • If a patient is unable to finish their meal- ask why there is food left (i.e. tiredness, visual problems, denture problems or taste preferences) and inform nursing staff.
  • Remove side tables and trays from the patient following mealtimes except where the red tray initiative has been implemented when they must inform the nursing staff that the patient has finished eaten and the nursing staff can record the amount eaten/left on the plate.
  • Offer the patient the chance to wash their face and hands after a meal.
  • Ask the patient if they require anything further.
  • Offering hand and arm massage once trained
  • Further services/tasks
  • Sorting clean linen
  • Replenishing paper towels, gloves and aprons
  • Basic filing, photocopying and simple office help
  • Collecting post for patients
  • Collecting x-rays.
  • Collecting/opening/sorting post.
  • Decorating Reception area at Christmas
  • Delivering and redirecting mail
  • Pushing and escorting patients in wheelchairs to appointments around the hospital
  • Escorting patients to various departments, Chapel, shop, etc,
  • Escorting relatives to food outlets
  • Fetching and carrying small items as requested by staff
  • Locating wheelchairs
  • Guiding patients for their appointments & staying with them.
  • Helping make unoccupied beds, and to prepare bed area for patient’s arrival.
  • Helping to sort out radio and headphones
  • Playing games when requested
  • Reading to patients on request
  • Retrieving borrowed items from other areas
  • Shaving support for male patients
  • Simple errands
  • Simple hair care, manicure, helping patients’ make-up
  • Tidying in patient areas
  • Stocking up stationery supplies
  • Supplying details of local information (phone numbers of taxis etc.)
  • Talking with, and listening to patients
  • Welcoming/directing/helping/reassuring visitors.

Category C – GENERAL HELP IN A CLINICAL SETTING

This will normally be a 3-4 hour session between Monday –Friday 8.30-4.30

  • Stocking up stationery supplies
  • Replenishing paper towels, gloves and aprons
  • Decorating Reception area at Christmas
  • Directing visitors to wards/departments/clinics
  • Escorting and assisting patients/visitors in reception areas
  • Talking with, and listening to patients
  • Welcoming/directing/helping/reassuring visitors.
  • Basic filing, photocopying and simple office help
  • Collecting x-rays.
  • Collecting/opening/sorting post.
  • Delivering and redirecting mail
  • Escorting patients in wheelchairs and pushing wheelchairs if trained and holding Certificate
  • Escorting patients to various departments, Chapel, shop, etc,
  • Escorting relatives to canteen facilities
  • Fetching and carrying small items as requested by staff
  • Locating wheelchairs
  • Guiding patients for their appointments & staying with them.

Category D – GENERAL HELP IN A NON-CLINICAL SETTING

This is normally a 3-4 hours shift between Monday and Friday, 8.30-4.30

Tasks to include some, or all, of the following:

  • Basic filing, photocopying and simple office help
  • Collecting/opening/sorting post.
  • Delivering and redirecting mail
  • Directing visitors to wards/departments/clinics
  • Fetching and carrying small items as requested by staff
  • .Finding wheelchairs
  • Guiding patients for their appointments & staying with them
  • Tidying magazines and leaflets
  • Stocking up stationery supplies
  • Supplying details of local information (phone numbers of taxis etc.)
  • Welcoming/directing/helping/reassuring visitors.
  • Basic typing under direction
  • Addressing/packing envelopes.
  • Retrieving borrowed items from other areas
  • Simple errands

Category E – BLEEP BUDDIES

This is normally a morning or afternoon, Monday to Friday and involves large amounts of walking and pushing loads
Volunteers carry a hospital bleep and respond to ad hoc requests from around the hospital such as:

  • Collecting/opening/sorting post.
  • Delivering and redirecting mail
  • Note collection/delivery
  • Escorting visitors to wards/departments/clinics
  • Fetching and carrying small items as requested by staff
  • Finding wheelchairs
  • Escorting patients to their appointments (& sometimes staying with them)
  • Photocopying/scanning/laminating
  • Patients Pack collation
  • Packing and posting out letters
  • Back up for reception desks
  • Pharmacy collections

Category F – ADMINISTRATION

Tasks to include some, or all, of the following and may involve lifting heavy files:

  • Basic filing
  • Photocopying
  • Addressing, packing and posting out letters
  • Collecting, opening and sorting post
  • Delivering and redirecting mail
  • Pack making
  • Data Input
  • Scanning and Laminating
  • Collection/delivery of patient notes

Category G – RECEPTION

Volunteers provide a complimentary reception service on various sites between the hours of 8.30am – 4.30pm Monday to Friday. Their duties include:

  • Meeting and greeting visitors to the buildings
  • Advising visitors where to sign in.
  • Directing or arranging for patients to be escorted to their appointment
  • Accepting deliveries and post
  • Dealing with any general telephone enquiries
  • Advising on car park access and validating relevant car park tickets
  • Undertaking centralised administrative tasks to support services within the buildings

Category H – PATIENT EXPERIENCE TRACKER

Volunteers carry out patient surveys using an IPAD enabling the hospital to capture, record and measure patient experience and satisfaction. This role is normally carried out in the morning.

  • Visit patients on wards and encourage them to complete the survey
  • Offer assistance to complete the survey if required
  • Collect paper surveys from areas without machines then input results
  • Be willing to “chat” to the patients
  • Be willing to carry out surveys over the telephone the day after discharge to capture patients unable to be seen during their stay
  • Escalate issues arising from patients comments as and when necessary
  • Collect data from other clinical areas and A & E

Category I – OTHER ROLES

Subject to an approved Task List but could include:

  • Assisting with teas/coffees at the medical school on training days
  • Meeting/Greeting/Escorting the public at AGM’s and other hospital events and presentations
  • Providing refreshments at public meetings
  • Carry out hospital surveys (space utilisation, signage, hand washing, call bells)
  • Help at corporate events, recruitment fairs etc
  • Driving and escorting visitors from abroad (Sudan project)
  • Fund raising events
  • Hospital Open Day
  • Hospital Arts Project
  • Music Therapy