Western Health Hospital

Providing Company & Offering A Helping Hand

At Western Health I started volunteering as a Social Support Volunteer, where I spoke with patients across wards providing them with company and support. Patients were often accompanied by their loved ones but sometimes they were not. I always made sure to spend time with isolated patients to make sure their personal stories were told and heard. Most of the time these patients had a lot to say, and I let them speak as much as they wanted while we bonded together over shared interests or funny stories. On the other hand, there were patients who had language barriers making it very difficult to communicate with them. I overcame this obstacle by utilising hand gestures as a form of communication or by talking to patients with a translator which always brought a smile to their face. By talking with these patients who were under stress for pending surgery, the change from being at home to a hospital, and their health status, I was able to alleviate that stress by even a little bit.

Later, as a Volunteer in the Emergency Department, I offered tea, warm blankets, and attention to patients and their families while liaising with the Triage team. In this role I acted as a soundboard for the patients and always identified anyone who was confused or anxious. This was followed by answering all their pressing questions or redirecting them to the Nurse In Charge so they could be relieved of their worries. Many patients were very appreciative of this because it allowed them to have a chat to pass the time, to feel less distressed, and be less overwhelmed by the sounds of hospital equipment.

Following this, the work involved with being an Administration Support Volunteer for the Speech Pathology Department consisted of assisting the Speech Pathology Team, liaising with hospital staff for facilitation of access to ward resources, and organising the stockroom. As part of my responsibilities, I assisted the Speech Pathology team by improving their systems or processes. I did this by creating Excel reports to accurately reflect information the team needed without them needing to jump through multiple data portals. Additionally, I organised contact details for all wards in the hospital in an easy-to-read table, decreasing the time taken by the team to find relevant phone numbers concerning their patients, saving them from wasting their already-limited time. Despite this role being very different from working one-on-one with patients in the hospital and with St John Ambulance, it helped me appreciate the importance of effective system processes. The more practical, user friendly, and effective processes were, the smoother the workflow would be and the final product met this requirement.

My Reflection

As I transitioned through different volunteering roles offering social support to patients, answering questions in the emergency department, and liaising with the Speech Pathology team I gained meaningful exposure to the realities of a hospital setting. This experience deepened my understanding of the challenges faced by patients, families, and healthcare workers. I became aware of the isolation patients can experience, the uncertainty families endure when awaiting updates, and the pressure staff face in providing care. Witnessing these experiences gave me a deeper appreciation for the presence of family, friends, and human connection which are often taken for granted until they are missing during times of stress and vulnerability.

With this awareness, I made a conscious effort to engage patients and their families in a supportive and empathetic way to help them feel more comfortable within the busy and often overwhelming hospital environment. One memorable example was when I noticed a patient alone in bed who appeared bored and disengaged. Along with another volunteer, we initiated a lighthearted conversation with her about hobbies, interests, and current events. Before long, she opened up and soon we found ourselves singing 70s and 80s songs! The patient’s mood was visibly lifted, and she was laughing with us by the end of our conversation. This moment showed me how even just being present, showing curiosity, and actively listening can have a significant impact on a patient’s emotional wellbeing as they wait for information concerning their health.

Another significant experience was with a patient who, like me, had served the community but as a firefighter instead of a first responder. By sharing our stories about training, community service, and emotional experiences in high pressure environments we developed a genuine bond. This exchange not only helped them feel less isolated but also reminded me of the important role that empathy and shared experiences play in reducing feelings of distress. Through these interactions, I learned that offering patients my time, attention, and presence was just as important as practical assistance that I could provide in the hospital. I came to appreciate the value of communication, connection, and empathy in supporting others during vulnerable moments much more after exposure to the hospital.