Volunteers ensure patients are not alone in times of need
24th November 2020
Submitted by Antoinette Webber, Barking, Havering & Redbridge University Trust
Our volunteers provide services and skills that often busy clinical staff don’t have the time to do. They will be a middle person supporting patients and their families which for many is all they need to not feel alone during a time of need. They are people who are not talking to them about their treatment or diagnosis but about things the patients like, who they are and understanding what's important to them.
Pat and Allan Palmer are a married couple who volunteer with us. Pat joined us first, following a heart attack in which the NHS and BHRUT in particular not only saved her life, but as she says "has given me 10 more years with my family". Allan was encouraged to volunteer as a wayfinder, following Pat's volunteering great experience. Wayfinders are scattered in our very large main entrance, easily recognisable in their purple volunteer polo-shirt, their uniform literally says "How may I help you". Whether visitors are worried about an appointment or confused as to where they should go in such a large hospital, wayfinders escort them to their location; they will take people in the lifts who are scared or push patients in a wheelchair if required. All of our wayfinders are professional and knowledgeable of our services, therefore they make finding a clinic or ward effortless.
Pat talks to cardiac rehab patients or heart patients as she affectionately calls them. These are patients recovering from heart surgery or those who have been newly diagnosed, sharing experiences and is an example of compassion and empathy. She has become instrumental to the cardiac rehabilitation team and its patients. In addition Pat attends each and every staff corporate welcome (2 a month) where in her patient story she thanks each and every member of staff from the domestics to consultants and says "Thank you on behalf of all the patients you have helped and those you are yet to help." Pat also serves tea and sandwiches on our cancer ward, where she treats everyone with dignity, respect, equality and humour. She is the embodiment of empathy and compassion in every area of her volunteering.
Allan is always willing to go beyond the call of duty, staying behind to assist patients ensuring that their encounter with us is positive. With good humour Allan gave a show and tell induction of our hospital's services to newly recruited nurses from the Philippines. Nothing is ever too much for Pat and Allan, giving up their Saturdays to chaperone a small string orchestra, or 20 primary school children so that patients could experience the beautiful sounds of classical music or sing along to show tunes.
Quote - Mari Fantocchi | Cardiac Rehabilitation Lead
"She is a massive support to us as a cardiac rehab team but also to all of our patients.
When she comes to our education sessions and speaks to the patients about her experience as a cardiac rehab patient and tells them about the Havering Hearties cardiac support group the patients frequently tell me afterwards how useful they found her talk. They tell us that her talk ‘was informative but also reassuring showing a light at the end of the tunnel’. They like to speak to ‘someone who has been there and got through it and speaks about it clearly but also in a positive way’ they also are grateful for ‘knowing there will be someone like minded they can talk to if needed who will truly understand them and care in a non-clinical way’.
From a team point of view we can always rely on Pat to attend when she says she will and know that she will support us in additional ways if she can, such as listening to our new education sessions and providing very valued feedback, she has also proofread our information leaflets from a patients view and given advice and suggestions for improvement as needed.
Pat truly is ‘a fabulous volunteer and support for the cardiac rehab service as a whole, patients and staff’. We are all really missing not being able to see her at present.
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