Core Components

Core components of a service are the identified components that are essential to the success of the service and, without that component, the service would no longer deliver to the service principles or sustain.

- Infrastructure components – relating to support systems such as IT, environment, governance, and strategic management

- Operational components – relating to the volunteer role and the day to day delivery of the service

Example developed for a Response Volunteer Service:

Operational Components

1. Senior/ executive support and buy-in Championing the known and potential efficiencies and patient experience improvements this service will deliver.

2. Cross departmental Steering Group A group of stakeholders focussed on removing barriers to the service success and focused on its sustainment and opportunities to scale the model to create further value.

3. Dedicated resource/ time to manage the service Management and support roles integrated into the wider volunteering teams to ensure service continuity during periods of holidays, sickness etc.

4. Measuring service impact Aligning the service data capture to best evidence the impact against both strategic and operational priorities. Process for tracking activity data

5. Developing an effective approach to recruitment, training and scheduling Having an ability to react to the demand of the service such as; the volume of requests and the resource needed to support both the type and the times of day/ week that they are being requested.

6. An embedded marketing and communication plan a. Internal; focused on the engagement and promotion of the service to staff to maximise the use of the service. b. External; focused on patients, family/friends/ carers. Promotion of the service and how they can get access to it.

7. Key processes

a. Referral/ request process - simple Ward/ clinical staff process for making a request

b. Responsive Volunteers - trained to receive and act on cross hospital request

Infrastructure Components:

1. The management of the service and volunteers Office or location for volunteers to use during their shift

2. Technology, systems and processes

a. Request/ referral process and tools e.g. bleeper of mobile phone

b. Support key elements of the service such as making a referral and ability to respond to a referral

c. Simple methods for capturing data, scheduling and communicating with volunteers