Capturing the first impressions of a service: Role description

15 Steps volunteer

15 Steps is a way to capture the first impressions of a service by gathering observations about the care environment and talking to patients and staff about the care provided.

The purpose of 15 Steps is to:

• Provide a way of understanding patients’ first impressions more clearly
• Help staff, patients and others to work together to identify improvements

This role involves:

• Visiting healthcare sittings as part of a small visit team and sharing your first impressions
• Observing the way health services are provided
• Putting yourself in the position of a patient to try and understand the patient perspective and asking yourself the key question, “How would I feel if I was receiving care from this service?”

This role would suit people who:

• Have excellent observational skills
• Have the ability to be impartial
• Have the ability to communicate effectively with people at all levels
• Can be sympathetic and understanding of patients’ needs
• Can be flexible and sensitive to the need for patient privacy and dignity
• Can travel to the 15 Steps venue independently
• Would prefer ad hoc volunteering opportunities rather than regular commitments

What to expect from the role:

• To increase your knowledge of different healthcare settings and the different ways that healthcare is delivered
• The opportunity to influence quality improvement
• Work alongside NHS staff and patients
• Make a positive difference to patient experience

Mandatory training for this role

• Completion of Your Volunteer Journey – our online volunteer handbook
• LCHS Volunteer Induction (1 x 3hr session face to face or virtual)
• E-Learning for Healthcare – Volunteer Learning Modules
• 15 Steps briefing session

For the full document please download the attached PDF

You may also be interested in:

• Audit / Research Assistant
• Inpatient survey volunteer

Image courtesy of Centre for Aging Better