245Introducing a Novel Volunteer Service: Learning from the Implementation of the Service, and User, Provider and Hospital Staff Experiences

Abstract

Background: The Integrated Dementia Care Across Settings (IDEAS) project aims to improve care for the person with dementia in our hospital. As part of this, a novel volunteer service was introduced to the hospital in 2015. This study aimed to explore the experience of service users and providers, and identify factors associated with successful implementation of the service. Methods: A flexible design with a qualitative methodology was used, guided by programme theory. A purposive sample of patients and family carers, nursing staff, volunteers and hospital management were interviewed. Results: Resources: Volunteers are not actively recruited, but approach the hospital or hear by word-of-mouth. They receive training, and a small meal allowance. The volunteer coordinator is a retired staff member. Core Activities: a befriending service; support on transition to other hospitals for investigations/treatment; a "buddy walking" service to facilitate safe walking while in hospital. Implementation: There was an initial lack of awareness/support from nursing staff. This was successfully overcome by top-down endorsement, ward-based education sessions and "branding", with volunteers wearing distinctive uniforms. Process: Lists are kept on wards of potential clients; nurse managers "book" volunteers to accompany patients to appointments. Outcomes: Patients were very positive - one felt "overjoyed" that she got to attend mass; others spoke of getting out into the fresh air for the first time in days. Patients developed a good rapport with the volunteers, who in turn enjoy providing the service. Nursing staff, although initially hesitant, now embrace the service. No incidents have been reported. Maintenance: The "buddy walking" and "transition support service" saves hospital staff resources, seen as a strong facilitator for sustainability from the hospital's perspective. Conclusion: The volunteer service has proven acceptable to staff, and beneficial to users and the hospital. Further research will assess the reach and economic benefit of the service.