"If I could clone Janice, I would."

Submitted by Katie Taylor-Rossall, East Lancashire Hospitals Trust

Janice Jordan is one of those volunteers who you think has been here forever, but in fact she has been volunteering with us just over two years. She supports our reception area at Burnley General Hospital, where she helps people find their way, helps find wheelchairs, provides information about the Trust's shuttle bus services and local bus services. She's a friendly face with excellent customer services and a great sense of humour.

Janice is reliable, trustworthy, and generous with her time and spirit - all the things we look for and want in our volunteers. What sets Janice apart is her understanding of what each individual needs in that moment. Some need quick directions, the time of the next bus, they're not looking for more. Some want to have a chat, talk about the weather and feel connected with others.

During the pandemic, Janice increased her volunteering from two days a week, to a minimum of three days. The role has expanded to help would-be-visitors get belongings and creature comforts to patients. Janice has also covered for other volunteers when they have been unable to come in, when they have had to isolate, or have been away.

This was sent from a grateful patient who received Janice's help:

“I attended Burnley general hospital yesterday, when I arrived I was very distressed. I had experienced a miscarriage and was bleeding, at that time this was visible through my clothing causing further distress and embarrassment. I approached a female volunteer in the entrance and asked if she could direct me to the nearest toilet. The lady in question escorted me to the toilet and upon realising what was happening swiftly got a wheelchair for me and took me straight to the early pregnancy unit. I was understandably very upset but she supported and comforted me up until the point the nurses took over. I rang the volunteer service this morning as I wanted to pass my thanks on to the lady. I’ve since found out the lady is called Janice. I would like to thank Janice for her kindness, support and compassion. Her discretion, kind words and humanity supported me at what was an incredibly distressing time. Thank you Janice!!”