Stage 1 Review
Project Volunteer contact centre (Foundation Group - George Eliot Hospital NHS Trust) By Kate Crossan
- Title Volunteer contact centre (Foundation Group - George Eliot Hospital NHS Trust)
- Setting Hospital
- Objective To understand patients' reasons for not attending or delaying urgent suspected cancer referral investigations, and encourage more timely attendance
Beneficiaries
-
Service User
Greater understanding of priority of appointment; more timely testing and results
-
Volunteers
Engagement in a meaningful volunteer project
-
Organisation
Reduced non-attendance and late cancellation of appointments; greater understanding of reasons for non-attendance to facilitate service improvement
Audiences
-
Senior Leadership
To see the value that volunteers can bring to clinical efficiencies, and agree for a wider rollout of the project across specialties
-
Staff
To understand service improvements to support patients to attend urgent suspected cancer referral investigations
-
Volunteers
To understand the impact their role is having
Review Design
Project Volunteer contact centre (Foundation Group - George Eliot Hospital NHS Trust) By Kate Crossan
Outcome model
Data model
Data Collection Dashboard
Project Volunteer contact centre (Foundation Group - George Eliot Hospital NHS Trust) By Kate Crossan
Before the volunteer service began...
Based on the average improvements of each
87
incidents were reported between January and November 2021
test
45%
of these incidents involved verbal abuse against staff
32%
of these incidents involved physical abuse against staff
Incidents reported
We saw a peak of incidents during August 2021. The majority of incidents involved verbal abuse against staff.
Additional findings from incident data
-
52% of incidents occurred within the Trauma speciality
-
11 incidents resulted in harm to staff members, resulting in observation or minor treatment
-
1 incident involved the use of a weapon
-
The majority of incidents occurred on ward 12D (53%)
Latest version of data collection plan
Evaluation Dashboard
Project Volunteer contact centre (Foundation Group - George Eliot Hospital NHS Trust) By Kate Crossan
An evaluation of the Trauma Ward volunteer role was undertaken in September 2022
19%
increase in staff members who felt patient experience was acceptable
90% after the volunteering intervention, compared with 71% prior to the intervention (n=73, 31 pre and 42 post).
88%
of staff members feel volunteers have a positive impact on patient experience
(n=41)
85%
of staff members agree volunteers improve the quality of care/service provided to patients
(n=41)
83%
of staff members agree that volunteers improve the working lives of staff
(n=41)
71%
of staff members agree that volunteer support helps them to feel less stressed
(n=41)
Since the volunteers have been on the wards, a significant decrease was recorded in the overall number of incidents reported. This may indicate the
project has been successful in evidencing the primary objective of this project which was reducing the incidents. However, with the changing landscape of
the NHS in light of the COVID-19 pandemic it is difficult to determine if this is a direct result of volunteers, or if there were other factors at play.
Indeed, staff perceptions of violent or aggressive incidents has not improved throughout the programme and some staff doubted the impact of volunteer
support on number and severity of incidents. However, staff felt there were many benefits of having volunteer support - such as freeing up their time to
focus on clinical tasks - and overall levels of role satisfaction had improved following the programme
The programme has plans to expand it’s offer, with plans for volunteers to undertake manual handling training so that they are able to escort
patients for walks or outside. This may have further positive impacts on likelihood of incidents which could be evaluated at a later date.
