VOLUNTEER ROLE DESCRIPTION
Role title: Front of house
Division: Patient Support Services
Board/corporate function: Corporate Nursing
Responsible to: Carole Thomson
Accountable to: Voluntary Services Trust Lead
Potential hours per week: 9-5pm (9-1/1-5/10-2:30)
Minimum commitment: One session a week for 6 months
Location: Main Entrance, NHNN Hospital, Cancer centre
ROLE PURPOSE
Arriving at, and navigating the hospital can be a confusing and stressful experience. The role of volunteers in the Welcome Team is to establish a friendly, helpful and effective welcome to patients and visitors in busy public places.
MAIN ACTIVITIES
To act as part of the public face of the hospital, actively welcoming people as they arrive, being flexible to their needs and providing clear and accurate information to help them find their way around the hospital. Volunteers can also escort visitors to the relevant hospital departments and provide information about the hospital, local services and assist with general enquiries.
SKILL AND ABILITIES
-
To have a friendly and approachable manner
-
To have an understanding of the hospital and local area
-
To be organised and cope in a busy environment
-
To be able to engage with a diverse group of people
-
To have strong communication and interpersonal skills
-
To be able to present yourself in a professional manner to members of the public, patients and their families, and staff.
-
To be able to work as part of a team
All volunteers will be expected to undertake a health check prior to commencement and, if considered necessary, during their engagement with UCLH.
KEY RESULT AREAS
-
Supporting the smooth running of reception areas
-
Reducing the anxiety of patients and their supporters
MAIN DUTIES AND RESPONSIBILITIES
-
To actively approach and welcome people as they arrive at the hospital
-
Provide clear and accurate information to help people find their way around
-
Escorting enquirers to specific areas, as appropriate
-
Providing information on local amenities, such as public transport, cafes etc.
-
Answering general enquiries about the hospital and its services
-
Ensuring people with disabilities are attended to appropriately e.g. liaison with the concierge/porter services
-
Reassuring anxious people, particularly if they have a long waiting period
-
Assisting with refreshment machines, telephones etc. as necessary
-
Working as part of the Reception team and referring enquirers to appropriate members of staff where further help is required
-
Maintaining the waiting areas
-
Assisting patients to book taxi and supporting them when the taxi’s arrive
-
Escorting patients and visitors to relevant departments. This may include helping patients find wheelchairs and other mobility devices
-
To know the layout of the hospital well
-
To direct people to the PALS service if they have any feedback or complaints
-
Providing information about local services and amenities eg. Bus stops, café, shops
-
Reporting to the Carole Thomson on arrival and completing the volunteer sign in and evaluation sheets
Other
The role description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances and after consultation with the postholder.
