Patient Experience Survey Volunteers needed

More volunteers are needed to join the dedicated Norfolk and Norwich University Hospital team who gather feedback from patients following their stay in hospital. Can you help?

The NNUH patient experience survey was developed as a key part of the approach to understanding the experience of the patients in the hospital’s care. Learning from patients through their comments on their experience is used to implement improvements throughout the whole of the organisation.

Feedback is gathered in two ways either visiting patients on the ward on the day of discharge or by phone once the patient returns home.

Volunteers can visit up to six wards each per day and can spend up to four hours talking to patients about their stay in hospital. Alternatively, volunteers can also phone patients to ask for feedback on their hospital experience. Surveys are conducted using great sensitivity and guaranteeing anonymity.

Sally Knights, NNUH Volunteer Services Managers said: “Volunteers really enjoy being a part of this. They all see the importance of feedback and are keen that patients are able to have a say which will help in the development of future services and standards. The dedication of the volunteers has helped to make this scheme a success. As well as recording patients’ responses to their stay, volunteers also spend quality time with people who just need someone to talk to and so our volunteers are also providing a valuable visiting service.”

To register your interest or to find out more information please contact the volunteers office by emailing volunteers@nnuh.nhs.uk or telephone 01603 286060.

Background
The volunteer service at NNUH has grown from 72 volunteers to 675 in the last 10 years.  The service is run by the Voluntary Services Team which co-ordinates all the volunteer activities.

All volunteers undertake a training programme covering areas such as infection control, health and safety, safeguarding patients and confidentiality.  On recruitment, volunteers must supply two references and have a Disclosure and Barring (DBS) check.  They also have an occupational health assessment.

Volunteers fulfil a variety of roles, such as meeting and greeting patients as they arrive at hospital, supporting patients and staff in the wards and clinics, and providing support to patients at mealtimes. Dementia support volunteers have been introduced to the Older People’s Medicine wards and some specialist roles have also been established such as Reading Aloud, Reminiscence, Breast Feeding Support and Music Therapy.