The community of Oldham had a place to call when they needed support for their loved ones receiving end of life care
24th November 2020
Submitted by Leanne Gurney, Dr Kershaw’s Hospice
During the initial outbreak of the coronavirus pandemic life at the Hospice changed drastically overnight. With many services being restricted, government guidelines changing weekly and infection rates rising rapidly, it became absolutely crucial that we had a reliable team manning our phones and reception area 7 days a week.
With most of our reception volunteers being required to isolate and one of our paid receptionists shielding it was all hands on deck to fill the reception rota. Some of our Charity Shop Managers came on board to support and the rest of the rota was filled with volunteers from all across the Hospice. These individuals were eager to support in whatever capacity they could at such a difficult time for the Hospice.
We put together an interim-reception team composed of not only existing receptionists but administrators, finance support and events volunteers. We even had a volunteer whose usual role is to serve afternoon tea to patients and their families on the ward. We were overwhelmed by how many volunteers from other roles were willing to come into the Hospice during a nationwide lock down, because they wanted to help. After an initial call out we ended up with a waiting list, should we need to cover additional absences.
Most of this team had never volunteered on reception before and it was such a huge commitment, not only starting a new role, but at a time when circumstances around coronavirus were changing so rapidly and they were still able to represent the Hospice in a calm and reassuring manner.
The families using our services at this time had questions and concerns and the reception team were the face of the Hospice; there were not always clear answers to the questions they received and emotions were high but every member of the interim team handled themselves exceptionally. The employees and volunteers that made up the interim-reception team ensured that the community of Oldham had a place to call when they needed support for their loved ones who were receiving end of life care. The Health Care teams could focus on adapting to the needs of the community in the pandemic and the Hospice managed to grow the community care offer substantially, as was needed. Signposting calls, answering queries and manning the reception area was managed by this interim team 7 days a week, 9am-5pm throughout the lock down period; meaning no clinical staff were pulled away from their already busy roles.
After being trained on reception, the volunteers played an absolutely key role in minimising footfall at the Hospice and directing visitors accordingly, communicating effectively with those who were home working and representing the Hospice with clear and consistent information as updates were given. It was definitely not an easy role to take on during lockdown, sometimes government guidelines changed from one volunteer shift to the next, but these individuals were key in communicating key messages to members of the community who had queries.
Not only were this team the public face of Dr Kershaw’s during such an uncertain time for so many people, but they played a key role in keeping everyone safe. Infection control measures such as strict hand hygiene, limiting footfall and mask wearing became a key part of the receptionist role and they took on these additional tasks happily to play their part in keeping not only patients but the staff and volunteer teams safe and well. Without this interim reception team there is absolutely no doubt that clinical team members would have been pulled away from the ward and community services and that would have impacted on how many patients could be cared for each day.
Having this team of staff and volunteers working together seamlessly meant that the Hospice remained open throughout the pandemic providing consistent information and compassionate end of life care to those with life limiting illnesses and their loved ones.
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