General Discussion

19 March 2025

This discussion session started off with a great question about how can organisations use intelligence between what happens in hospitals and working with the voluntary sector to help stop people repeatedly returning to A&E after discharge. It was felt that to reduce A&E numbers there needs to be much more of a community focus.

How do we build that good neighbourhood type back into our communities where people feel safe?
How do we create that using the skills which we know our volunteers have making it safe for both patient and volunteer?
How do we start to think differently about how we are using our volunteers?

The role of volunteer befrienders was discussed:

Challenges

It can be difficult to match volunteers to patients. The volunteers are all good at being befrienders, but common ground can make a lot of difference.
Governance/Restrictions in Trusts.

Useful links:

Befriender: Volunteer Confidentiality Agreement
A selection of Risk Assessment templates is available on the Helpforce website

Befrienders on Wards

One mental health hospital starts the befriending process before the patient has been discharged, taking them to the hospital canteen for a coffee and chat then progressing to a short walk within 10 minutes of the hospital allowing a relationship to develop organically. The volunteers are fully briefed on the discharge care plan by staff so that they know what they are working towards so there is also a good relationship between the volunteer and the ward manager.

Befrienders in the community

Encouraging people to get out of their home by arranging to accompany them to an activity or medical appointment. Volunteers should never enter homes but arrange to meet outside or at the venue.

Connect with Age UK, they can often help with transport to get people out and about.

Volunteer mentors

SSAFA, a military charity, has volunteer mentors that support people when they are transitioning from military into civilian life.

Helping patients with technology

This part of the discussion centred around people who were mostly housebound and finding people who could help to teach them how to use it.

There are charities available that can help, and some were able to persuade their IT department to hold events.

Smartphones are second nature to young people and one organisation often has young volunteers supporting older patients with the general basics so that they don’t miss appointments.

It was hoped that part of the 10-year plan will include a focus on digital support for patients.

Volunteering for Health Programme

In Hertfordshire and West Essex, they are looking at how they can foster collaborations and the infrastructure that is needed to enable people to volunteer across sector organisations and into hospital trusts.

Volunteers pushing Wheelchairs

Patients often require some assistance on arrival at a hospital. For example, they may not be able to walk the distance to get to their appointment.

In some organisations it can be deemed to have volunteers taking on the paid role of a porter, so the boundaries need to be very clear.

The advice from the group was:

Make sure that the volunteers have the correct DBS check.
Make sure that the volunteers are fully trained and are fully aware of who to contact in an emergency.
Make sure that the boundaries for what a volunteer can or cannot do are very clear to both volunteer and the porter team.
Demonstrate that the volunteer is reducing patient waiting time by making sure that they get to their appointment on time.
Keeping a good relationship with the porters is essential. It may help to involve the patient experience and manual handling teams.

Useful template:

Volunteer best practice guidelines for wheelchairs.

Veterans Covenant Healthcare Alliance

Three of our guests were new regional trainers for the VCHA. Their priority will be to support and educate staff who are working with the armed forces community. To find out more take a look at these website pages: