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What volunteers do

Volunteers perform a wide variety of roles throughout UHB within areas such as wards, clinics, X-ray, clinical photography, medical illustration, cardiac gym, fundraising charities, Patient and Carer Council and many more areas. All volunteers, wherever they are placed, are required to:

• Be polite, courteous and respectful to others
• Know the hospital layout and be a source of information
• Direct or escort patients or visitors to their appropriate destination
• Tidy and stock leaflet dispensers
• Ensure the department/ ward/ public area is kept tidy
• Report any repairs needed to ward / department manager i.e. light bulb replacements, etc.
• Conduct patient surveys as required
• Wear hospital ID badge and uniform
• Adhere to the Volunteer Code of Conduct

The four main areas for volunteers are:

• Welcomers
• Ward Helper
• Outpatients
• Administrative

Welcomers

Volunteer welcomers are some of the most important volunteers within our hospitals. They provide a warm and friendly welcome to visitors whilst helping them find their way around the hospital as quickly and easily as possible. The role of the Welcomer includes:

• Be the first point of contact for many patients, visitors and the public
• Meet and greet patients, relatives and visitors with a friendly welcome
• Direct or accompany patients and visitors to a ward or department
• Reading patient's appointment letters to determine where they need to be directed to
• Using own initiative to help people
• Patrolling in the busiest areas of the hospital to help people who may be lost or need help
• Reporting and liaising with the information desk to deal with enquiries

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Ward Helper

Ward Helpers assist within the inpatient wards and enhance the experience of patients at UHB. Their focus is on patients and they provide those little extras that can make all the difference.

The Ward Helper role includes:

• Help patients to complete any forms or questionnaires (where necessary)
• Provide refreshments or help patients to obtain their own
• Assist with providing meals to patients e.g. laying tables, serving meals / drinks etc
• Chat to patients or visitors and make them feel at ease
• Collect prescriptions from Pharmacy
• Keep ward areas and day rooms tidy
• Keep notice boards updated
• Maintain stocks of leaflets and patient information and distribute as necessary
• Answer telephone where necessary
• Run general errands for patients
• Read or chat to patients as required
• Play board / card games with patients as required
• Encourage visitors to use hand gel on entering and leaving the ward
• Ensure flowers and plants have clean water and dead flowers / leaves removed
• Filing, photocopying and basic administration when necessary
• Tidy and stock the linen room / equipment room
• Unpack non clinical stores
• Use of intercom system to allow entrance for visitors
• Encourage visitors to use the hand cleaning facilities

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Outpatients

Volunteers in Outpatient departments have a wide variety of different roles. They combine parts of all three profiles depending on the needs of the department where they volunteer.

The role of an Outpatients volunteer includes:

• Meet and greet patients, relatives and visitors providing a friendly welcome
• Help patients to complete any forms (where necessary)
• Provide refreshments or help patients to obtain their own
• Chat to patients or visitors and make them feel at ease
• Collect prescriptions from Pharmacy
• Keep waiting areas tidy
• Maintain stocks of leaflets and patient information and distribute as necessary
• Answer telephone where necessary
• Filing, photocopying and basic administration where necessary
• Keep notice boards updated
• Walk round department and report spillages or any repairs needed
• Take notes and paperwork to other areas as required
• Keep changing area tidy and stocked with gowns
• Ensure staff are aware of patients arrival
• Check with waiting patients that they have checked in with the reception desk / staff

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Administrative

Administrative volunteers provide help to those who work behind the scenes keeping everything at UHB moving. Their roles can be varied depending on where they volunteer.

The Administration role includes:

• Assist in the preparation of clinical notes
• Deliver / collect patient notes where necessary
• Return patient notes from clinic back to secretaries
• Assist in postal duties
• Filing and photocopying where necessary
• Assist in preparation of information packs
• Basic computer work
• Answer phone and take messages
• Report any repairs needed to estates / nurse in charge

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Please note: University Hospitals Birmingham does not have maternity or paediatric facilities. If you are interested in volunteering within these areas, please see the external links box below.