QE Hospital Gateshead

QE Hospital Gateshead, Patient Experience volunteer

The Queen Elizabeth Hospital has a range of adult wards where patients are cared for during their stay.  These include specialist wards for patients with particular conditions, wards for elderly people and surgical wards for people who are in hospital waiting for an operation.  There are also day cases for people who do not require an overnight stay.

Volunteers provide invaluable support to both staff and patients and one of the most important services a volunteer can provide is a friendly ear.  A stay in hospital, especially at this time, can be a very anxious and lonely time and it can make a real difference to patients to have someone to talk to.

As wards are extremely busy, it is essential that volunteers are able to take a proactive approach to this role, whilst always being supported by the Nurse in Charge and the Patient Experience and Volunteer Manager.  This role is required across seven days of the week and in the evenings.


  1. To support patients to keep in touch with their relatives and friends
  • by the use of an iPad
  • assist patients to write an email
  • assist patients to write a letter
  • assist patients to use their mobile telephone or text
  1. To email or send the letters to the patients family member or friend
  2. To deliver responses to the patient – email or letter
  3. To be a listening ear – sitting talking and listening to a patient makes a real difference
  4. To support visitors to the wards ensuring that they are wearing and disposing of the correct personal protective equipment (PPE)
  5. To ensure that the visitor is signing the log book for test and trace purposes
  6. To assist patients to complete Friends and Family Surveys


  • Aged 18 or over
  • Able to commit reliably to at least 3 hours a week
  • A commitment to support and improve the patients experience of their time in hospital
  • Be fit and active as the job entails periods of sitting, standing and walking
  • Be well presented, with a friendly and approachable manner and good verbal communication skills
  • An ability to relate well to people on a one to one basis and be sympathetic to others’ situations
  • A willingness to be flexible and to follow guidance from Patient Experience and Volunteer Manager
  • To undertake core skills training within 4 weeks of start date
  • Attend additional training specific to this role which will include – the use of correct Personal Protection Equipment and conflict and resolution sessions


  • Volunteers should not undertake duties outside the role profile before checking first with the Nurse in Charge and Patient Experience and Volunteer Manager
  • Volunteers must not undertake any manual handling tasks unless they have received appropriate training
  • A volunteer can offer emotional support and empathy but must under no circumstances offer advice or a medical opinion on a patients treatment or assist with anything of a clinical nature
  • Volunteers are reminded of the importance of confidentiality at all times.  They must under no circumstances discuss patient’s information with any person other than the relevant staff.  If a patient discloses information relevant to their condition, the volunteer should speak direct to the Nurse in Charge
  • Volunteers are complimentary to paid staff and must not be used to replace roles that are usually undertaken by hospital employees.

Contact Person

Kate Marshall

Venue Address

Queen Elizabeth Ave
United Kingdom