56 HEALTH MATTERS volunteer service


HOSPITAL Volunteers


Galway University Hospitals (GUH) comprises the city’s University Hospital Galway and Merlin Park University Hospital. Volunteer members of the public have been delivering a ‘Meet and Greet’ service to patients at the hospitals for more than 18 months with positive results.


T


he aim of the volunteers is to enhance services to patients and visitors and to support diversity programmes within Galway University Hospitals. The main role of the volunteer is to


provide a friendly welcome and to assist visitors to their various wards, departments and clinics. The volunteers are available at the main reception desk and at the outpatients department of University Hospital Galway from 10am until 12.30pm and from 2.00pm to 4.30pm, monday to Friday. It is now proposed to expand the scheme to other areas of the hospital. The volunteers wear a tabard with ‘volunteer University Hospital Galway’ and a name badge so they can easily be identified. GUH provides secondary, regional and


supra-regional services for the West. It is one of the major academic teaching hospitals in Ireland and aims to deliver high-quality and equitable care for all its patients in a safe and secure environment, and to achieve excellence in clinical practice, teaching, training and research. Speaking about the volunteer


programme Christy O’Hara, Head of Human Resources at the hospital, says: “The participation of volunteers is complementary to the work of the hospital staff and is a Staff Partnership initiative. The volunteers commit their time and energy for the benefit of patients and visitors; they are highly motivated individuals who choose to contribute their time and talent to supplement and enhance the efforts of our clinical and support staff in delivering a high standard of healthcare. I must also pay tribute to Phil Whyte from HR who has put in some


“volunteers were recruited through a number of channels, for example, past employees, Friends of the hospital, voluntary organisations, the volunteer bureau.”


excellent work in co-ordinating matters and in making the initiative a huge success.” The initial idea came through the Quality


Improvement/Hospital Accreditation process with input from the Services and HR departments. The hospital established a steering group to oversee the establishment of the volunteer service comprising senior management, a manager with overall responsibility for volunteers, a partnership representative, a service user and a volunteer. The steering group was tasked with developing the volunteer policy, disseminating information on the benefits of volunteering; defining the scope of the policy; agreeing on the role of the volunteer; and continuous review of the value and success of the programme. Volunteers were recruited through a number of channels, for example, past employees, Friends of the Hospital, voluntary organisations, the volunteer


bureau, press coverage and advertising on notice boards around the hospital. To date, a varied group of 23 volunteers have been recruited and trained, including students, people on shift work, people who work from home and retired people. The volunteers undergo a selection


process which takes account of equal opportunities and is in line with the hospital’s recruitment code of practice. Following interview, references are obtained on all interested volunteers which are also subject to Garda clearance. Once recruited, the volunteers are provided with appropriate training as part of an induction morning and this covers topics such as infection control, health and safety, diversity/disability awareness, fire precautions, confidentiality, briefing on the services and facilities at Galway University Hospitals and a tour of the hospital site. Each volunteer commits to at least four months volunteering, and a minimum of two-and-a-half hours per week. Mary McHugh, Director of Nursing and Midwifery at the hospital, says, “We all appreciate how worrying a visit to the hospital can be for patients and their families, and this, coupled with the ongoing developments within the hospital, creates an even greater challenge for people to find their way around. The volunteer service at the front hall alleviates this worry and they are instrumental in guiding and assisting patients and visitors to the various departments or clinics. The volunteers’ excellent interpersonal and communication skills also help to put the patient at ease while they are escorting them to the appropriate areas.


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