Accident & Emergency volunteer: Role description

Purpose:

The Emergency Department Volunteer will improve patient and relative experience of the Emergency Department through offering both practical and emotional support. You will support staff in the efficient running of A&E. You will display a helpful and friendly approach to all patients, visitors, staff and colleagues.

The emergency department in Chelsea & Westminster Hospital is one of the biggest in the country.

Duties (what you will be doing):

• Meet and greet patients and relatives attending in the department;
• Help in giving directions and whereabouts in the department;
• Sitting with patients and/or relatives who are anxious or on their own;
• Attending to patient’s needs and other concerns and escalate to the named nurse/doctor for prompt actions;
• Supporting the family and friends of patients who have been admitted;
• Providing drinks and refreshments to patients, friends of patients and their families;
• Keeping patients up to date with developments concerning their wait times;
• Helping patients contact relatives/friends carers, explaining how to get to A&E;
• Accompanying patients to other areas of the hospital for investigations;
• Delivering to and collecting from other hospital departments;
• Helping to prepare trolley beds to accommodate new patients (with additional training);
• Keep regular-use items stocked up: gloves, wipes, sheets, gowns etc.
• Helping to keep waiting areas clean and tidy;
• Encouraging patients to complete the A&E patient survey by text following their discharge

Boundaries (what you won’t be doing):

• Perform any clinical procedures / investigations including vital signs monitoring;
• Give medical advice i.e. treatment and management plans;
• Accept phone calls from other departments unless advised to do so;
• Participate in any moving and handling of patients without authorisation or support;
• Observe / perform 1:1 monitoring of patients with mental health or alcohol / drug-related problems;
• Involve yourself with any patient records or other matters concerning data protection;

Time commitment:

Shifts are available daily from 1 to 5pm and 5 to 9pm
Volunteers must commit to at least one shift per week for a minimum of six months

For the full document please download the attached PDF

You may also be interested in:

• Generic support
• A & E Buddy
• ED support role