Befrienders make all the difference

17th November 2020

Telephone Befriender Volunteer Humber teaching

Submitted by Sam Grey, Humber Teaching NHS Foundation Trust

In March 2020, in order to reduce the isolating effects of the lockdown, the team instigated a telephone befriender service for mental health service users, utilising the Trusts volunteers who would otherwise have been stood down. Very quickly, the team mobilised a thriving service.

It became apparent that both volunteers and service users were bewildered and feeling that they lacked information related to the community and local services, as many had closed. In response, a newsletter was co-produced between the team and the volunteers each month; one for the volunteers which contained advice, training, signposting information and conversation starters. Another to the service users, detailing local grocery delivery services, meals on wheels, fun quizzes and word searches, as well as good news stories from around the world.

As a result of the befriending relationship, volunteers identified a number of social issues which they could help to resolve through the signposting information provided. They also on occasion carried out welfare checks, collected prescriptions and groceries. This was only possible due to the supportive relationship which had developed, as many of these service users are very proud. In the case of some elderly people, they are afraid that they will be ‘removed into care’ if they cannot take care of themselves, so this request for help is a real admission of the volunteer’s great work in gaining trust and respect.

Telephone Befriending Humber teaching

The Voluntary Services team has been at the centre of the service, offering coordination, training and supervision to the volunteers. This has not been easy, due to all of the befriendees having enduring mental health conditions and some have dementia or a learning disability, which can often present challenges with communication. In order to ensure the success of this project, the Voluntary Services Team has worked closely together, but importantly have continuously linked in with local engagement networks, voluntary and community partners, staff across the organisation, as well as the volunteers and families of our service users. This project has really been a testament to collaborative working and fantastic communication.

There have been a number of occasions when volunteers have spotted a decline in the mental health of a befriender and they have been able to increase the frequency of their calls to prevent escalation. This has also been a valuable opportunity for the Voluntary Services team to recognise and raise concerns with clinicians and support workers. The befriending service has supported frontline healthcare workers by providing an alternative avenue for patients who either just need a listening ear or require social support; something which our clinical staff often find themselves getting involved with.

Volunteers have been commended by families for providing unconditional and genuine care on their befriending calls. If befriendee’s show a decline in either physical or mental health, volunteers have triaged with the Voluntary Services Team and family members to ensure appropriate and adequate care and understanding is provided, intervening early and sourcing appropriate support to prevent escalation of mental health issues. The service has effectively supported service users to access further help and support within the NHS or the wider community, providing a holistic package centred around patients.

Other examples of making a difference have been volunteer befrienders who have gone above and beyond to deliver birthday cards and gifts on befriendee’s birthdays, with one volunteer purchasing a set of self-help books to help a befriendee manage her grief of a loved one.

In a patient experience survey all service users describe the telephone befriending service as a ‘lifeline’ and say their volunteer befriender’s lift their spirits and give them a reason to keep going every morning. 100% of befrienders said their volunteer befrienders had helped to improve their stress levels and sense of well-being.

In July 2020, a patient delivered their story to the Trust Board, crediting the support he received through befriending with preventing his readmission to the acute mental health services. The Executive and Non-Executive board gave high praise for the innovative approach to meeting the needs of patients and the speed in which the service was implemented.

Volunteers have made contacts with local services, food banks, council offices, social care and housing to support befriendee’s showing warning signs of mental health relapse. The patient aforementioned stated that if not for his telephone befriender, he feels sure he would have been readmitted into mental health services. When referred to our telephone befriending service, this patient had no money, no heating, no food in his cupboards and was suffering from hypothermia. His telephone befriender began to call him daily, and updated our Voluntary Services Team each day to update us on this patient’s situation and support needed. This patient has made an excellent recovery and continues to improve each day, now working with his befriender to look at volunteering options where he can begin to help others.

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