Waiting well comfort caller: Volunteer role descriptions

About the waiting well service

The service will offer support to individuals who are waiting for elective procedures or treatment from the NHS via George Eliot Hospital NHS Trust and, through continued communication and reassurance, reduce the risk of reliance on emergency, acute and primary care health services.

It will work in conjunction with hospital and community services, the voluntary sector, and Primary Care Networks; enabling people to engage with their local communities which can offer practical help and support their well-being.

Waiting well service objectives

Help to empower people to better self-manage their physical health and well-being as they continue to wait for treatment.

Connect waiting list patients with community-based services that can provide practical help and support to improve their health and well-being.

Identify any barriers or support needed to attend hospital/health appointments.
Prompt feedback from patients and listen to their ideas about how we can help whilst they wait.

Use information gathered to improve our services and inform our processes.

What you will be doing

• Become part of the volunteer team making contact with patients via telephone, introducing the service and complete a Waiting Well Questionnaire with the patient.
• Engage in conversation prompted by the questions, record feedback and information given via the online form.
• Identify any wellbeing concerns.
  Help to identify any ongoing support needs.
• Identify any barriers or support needed to attend follow hospital/health appointments.
• Contribute to the development of the service.
• You will be fully supported by a volunteer coordinator.

Boundaries - what volunteers will not be doing

• No clinical care of patients or provision of clinical advice
• No disclosure of patients’ personal information or content of inquiry form except to relevant staff.

Activities

• Introduce patients to the Volunteer ‘Waiting Well’ comfort call service.
• Undertake guided conversation with patients by using a script for guidance / inquiry form - via telephone.
• Use electronic [computer] based questionnaire.
• Record outcomes.
• Provide Information and signposting via telephone.
• Escalate any concerns to the designated volunteer coordinator for action.
• Participate in a shift de-brief and submit productivity data to help us monitor the service.

For the full document please download the attached PDF

You may also be interested in:

• Phone bank
• Telephone
• Telephone befriender / phone bank

Image courtesy of Centre for Aging Better