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Improving patience experience
During 2021/22:
1,048 King's Volunteers contributed over
47,000 hours in a variety of roles to help
make our hospitals a little friendlier and more
comfortable for everyone.
“Now that I’m allowed on the wards, it’s as much about
talking with the patients as it is giving them a device.
Sometimes, I give them the device and then we have
a long chat. I really enjoy it. We’re still addressing
boredom and isolation, just in a different way.
“It’s hard when you see patients who don’t have
anyone at all to support them – it must be so lonely.
I experienced depression myself, a long time ago,
but I think this helps me to recognise it in others
and understand how to connect with people. It’s so
important to be able to talk about it.
Addressing boredom, anxiety and isolation
King’s Volunteers play a huge role in making the
hospital environment feel less bewildering for patients
arriving for treatment.
“My supervisors are really supportive and welcoming,
too. I definitely feel like I’m part of the team.
Volunteers like Rachel Bowyer help patients feel at
ease during their stay, as well as offering logistical
support like distributing entertainment system devices
or activity packs to every corner of the hospital. Most
importantly, they take time to sit and engage with
patients who are experiencing distress or isolation.
When I started, COVID-19 restrictions were in place
and we weren’t allowed on the wards – neither were
visitors. I used to take messages from loved ones and
staff would deliver them to patients on the wards. I also
used to distribute activity packs to help people cope
with the boredom.
“Since then, we’ve launched the new entertainment
system, and I've been busy helping patients learn how
to use it, as well as loaning out the devices and taking
them back in to charge. The patient entertainment
system gets great feedback and I think it’s really
important.
“There are devices for children too – previously, it must
have been so hard when children without their own
device had to watch other children on the ward playing
with them. Not everyone can afford their own device, so
providing them free of charge makes things more equal.
“Staff will say that a patient
seems to be so much brighter
when I’ve been – and they’ll ask
me to come back. It’s really nice
to get that kind of feedback.”
Rachel Bowyer, #TeamKing's volunteer
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