Hospital Ward Role
Volunteer’s Generic Ward Role – Please note that variations may occur depending on each wards specialities.
Volunteers Description of duties:
- Meeting and greeting visitors to the ward / helping with directions to hospital main entrance, restaurant, car parks etc.
- Running errands for nursing staff, and receptionists (this may include taking medical records to other wards or departments.)
- Answering telephones and taking messages
- Photocopying
- Making up admission packs
- Tidying patient areas e.g. Day Room
- Tidying storage areas
- Helping to make beds
- Assisting with feeding patients / clearing away after meals
- Talking to patients This is seen as an important role
- Helping patients with the menu choice
- Escorting patients– Wheelchairs Pushing Training is provided
- Making drinks for patients/relatives as directed by nursing staff
- General Non-Clinical duties as directed by ward staff
Meet and Greet
Help create a friendly, welcoming and helpful environment at West Middlesex University Hospital. To offer directional advice and practical assistance as required by patients and visitors; in collaboration with other ‘front of house’ personnel.
Volunteers can choose to perform Meet and Greet duties at Main Reception, Outpatients Departments or A&E.
Core Duties
- To display a helpful, friendly and courteous attitude to patients, visitors, staff and colleagues
- To act as a contact point welcoming people into the hospital entrances on a flexible basis.
- To provide clear and accurate directional information to help people find their destination.
- To escort people to their destination as appropriate.
- To respond to requests from wards or departments to collect and escort visitors to the appropriate exit.
- To respond to requests from reception areas, wards or departments to collect/deliver parcels/packages.
- To provide information on all local amenities such as toilets, restaurants, public transport etc.
- To record statistics concerning service usage.
- To refer to appropriate member of staff as per the Trust’s guidelines if help is required which is outside the remit of this role?
- To attend regular training sessions as required.
Patients' Library Trolley Service
To provide a mobile library service to patients on wards; and to maintain a healthy stock of books is available; also assist the librarian as and when required in the library.
Volunteer’s Description of duties:
- To select books and load a trolley to take to the wards
- To issue books to patients and accept returns
- To liaise with ward staff to verify home address to chase missing books
- To unload trolley in library shelving books on the appropriate shelving
- To assist in general good housekeeping duties in the library
- To assist with clerical duties as necessary
- The library services on the QMC Campus hours are, Monday to Thursday from 1.00pm until 4.00pm.
- City Hospital Campus Library Service Hours are varied as the library service operates directly from the voluntary services office.
A&E Department Volunteers
The Emergency Department at West Middlesex Hospital provides a vital service to our community and neighbouring areas. Approximately 120,000 patients are seen in the department each year. The department has a multidisciplinary team of doctors, nurses, allied health professionals, Emergency Department Assistants and administrative staff. Our aim is to provide the best possible care to all our patients in a timely manner focusing on the needs of individual patients. As a result, we have reviewed the role of our volunteers to ensure participation and involvement in the delivery of care and the patient experience.
Volunteer’s Role - Description of duties:
- Display a helpful, friendly and courteous attitude to patients, visitors, staff and colleagues.
- Act as a contact point welcoming people into the department entrance and escort people to their destination as appropriate.
- Provide clear and accurate directional information to help people find their destination.
- Make drinks/food for patients as requested by nursing staff.
- Run errands for nursing and reception staff as and when required.
- Provide information on all local amenities such as toilets, restaurants, public transport etc.
- Assist with basic clerical duties (see below).
- Retrieve & return wheelchairs and other items of equipment to the Main Reception and appropriate departments/wards.
- Help with the general tidiness of the relatives’ room and waiting area.
- Liaise with the coordinator in the area of waiting times and any other information relating to patients/relatives/carers.
- Refer to appropriate members of staff as per the Trust’s guidelines if help is required which is outside the remit of this role.
- To attend regular training sessions as and when required.
Clerical Duties
- From main reception deliver paperwork from shelves to various departments.
- Check Public information stands in the department to ensure that all information is complete and top up when needed.
- Deliver taxi/ambulance forms to the relevant areas
- Collect discharge notes and x-rays from relevant departments and return them to A&E team.
- Stamp prescription pads with A&E stamp.
- Photocopying and any other non clinical errands as requested by staff.
- GP Letters packing.
Relatives’ Room Duties
- Clear dirty cups and dishes and ensure general cleanliness of area
- Check fridge for out of date sandwiches
- Re-order sandwiches as necessary
- Restock kitchen area with tea/coffee/sugar
Outpatients Department Volunteers
Volunteer’s Role - Description of duties:
- Run errands for nursing staff and receptionists – includes taking medical records to other departments.
- Sorting results into alphabetical order. NOT filing notes
- Photo-coping
- Patient tracking sheet – sort into date order
- Directing relatives / visitors to Main Entrance, restaurant etc.
- Talking to patients
- Escort walking patients to other areas in clinic and to other departments – with or without patient’s notes.
- Tidying patient areas – e.g.: magazines in department
