Episode 18

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Published on:

29th Oct 2024

Overcoming obstacles

In this episode of Volunteering Discovery we meet the buggy service team at Queen Elizabeth Hospital in King's Lynn. Set up after receiving feedback, the buggy service volunteers make it easier to get from the car park to the hospital itself, taking away the difficulty of walking up one of the few hills in Norfolk. Volunteer Adrian explains why there is much more to the role than driving, and Jo shares the response from patients and visitors.

To find out more about volunteering at the Queen Elizabeth Hospital King's Lynn, visit https://www.qehkl.nhs.uk/volunteering.asp?s=careers&p=volunteering

To get in touch jules.alderson@nhs.net

Volunteering Discovery is produced by Hospital Radio Norwich volunteers for Norfolk and Waveney Integrated Care System.

Transcript
Sarah:

Hello and welcome to Volunteering Discovery.

Sarah:

This is a podcast which takes you behind the scenes of volunteering in health

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and social care in Norfolk and Waveney.

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Volunteers enhance the experience of people accessing health and social

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care in a huge variety of ways.

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In our hospitals, our communities and even from the comfort of their own homes.

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In each podcast, we'll be hearing from those who give their

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time supporting others and the people who work alongside them.

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I'm your host, Sarah, a volunteer coordinator working in the NHS.

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Volunteering Discovery focuses on volunteer stories in Norfolk and Waveney,

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but similar volunteering roles happen across the UK and further afield.

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If this podcast inspires you to gift your time but you don't live

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nearby, contact your local volunteer centre or search online to find a

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volunteering opportunity to suit you.

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If you've been a regular listener of Volunteering Discovery, you'll know

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that most of the episodes so far have featured volunteers giving their time

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to support individuals or families with ongoing challenges, usually related

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to physical and mental well being.

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In today's episode we'll be meeting volunteer Adrian with the Queen Elizabeth

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Hospital in Kings Lynn, who along with his fellow volunteers helped to make a

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difference in a short but vital way in response to a different kind of obstacle.

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And it is perhaps an unexpected one for Norfolk.

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We hand over to Jo Roe who tells us more.

Sarah:

I'm Jo

Jo:

Roe and I'm the voluntary services manager at the Queen

Jo:

Elizabeth Hospital in Kings Lynn.

Jo:

Essentially I'm here to recruit, manage and support the volunteers.

Jo:

That does cover Everything you could ever imagine a line manager doing.

Jo:

We have a quite unique site.

Jo:

You can imagine Norfolk's flat.

Jo:

We've managed to build a hospital at the top of one of the only hills.

Jo:

And so our car park's at the bottom and the hospital's at the top.

Jo:

For years, people have really struggled with the slope.

Jo:

They call it a hill, although they don't always call it a hill.

Jo:

It feels, if you've got any kind of joint problem, breathing

Jo:

problem, even if you're heavily pregnant, that is a very long walk.

Jo:

That's before you get through the door.

Jo:

We're not the biggest hospital in the world, but as I say, any

Jo:

impediment at all, it's going to feel miles to go to any department.

Jo:

And it's a fairly spread out site, so actually it can take a little while

Jo:

to get to wherever you're going.

Jo:

So in response to feedback and some changes on the site, we said we

Jo:

need to have a trial of the buggy.

Jo:

Let's, let's hire a buggy and give it a whirl.

Jo:

So we've got an electric golf buggy, it seats six people.

Jo:

Obviously one's a driver so you can take five passengers.

Jo:

It started in September 2023.

Jo:

and has been a huge success.

Jo:

So it runs 9am to 3.

Jo:

30pm Monday to Friday and it runs a continual loop of

Jo:

the route that it drives.

Jo:

So we start from the main car park up to our outpatients area and round

Jo:

again to the front of the hospital.

Jo:

There's two or three points to drop off and then back round to the car park.

Jo:

We keep the continual loop going.

Jo:

There is no timetable.

Jo:

There are bus stops and signs and areas where patients know to wait.

Jo:

And so the drivers offer a continual loop, and it's for anybody who needs it.

Jo:

You don't have to have, um, any, there's no certification required.

Jo:

Anybody who could do with some help getting up that slope can get on.

Jo:

If you're carrying a huge bag because someone's coming into hospital and

Jo:

actually it's a bit heavy for you.

Jo:

If you are, you've got an elder relative, you're bringing them in.

Jo:

I've experienced where I've had to drop people off and then dash

Jo:

off and try and park the car.

Jo:

Actually, you can park the car and both get on the buggy and come in together.

Jo:

It's really lovely, it helps reduce some of that anxiety about I've got

Jo:

to get there on time, but I've got to park, then I've got to da da da da da

Jo:

You know, their minds are whirring, so the drivers scoop them up and offer

Jo:

that extra piece of reassurance and a smiley face as soon as they get

Jo:

here, which I think is appreciated.

Sarah:

To hear first hand what getting involved with a buggy service is like,

Sarah:

Jo introduced us to one of the volunteers who offers a smiling face to patients and

Sarah:

visitors alongside their driving skills.

Adrian:

My name is Adrian Thurarringson.

Adrian:

The main role I volunteer in is the buggy as a driver.

Adrian:

I was fortunate enough to retire When I was 59 and I thought I'm a little bit too

Adrian:

young to sit at home and watch the telly.

Adrian:

I decided I needed to do something and the first thing that came to my

Adrian:

mind, as I've used the National Health myself quite a lot, is to go see what

Adrian:

the situation is with volunteers here.

Adrian:

And that was in 2009.

Adrian:

And I've been here ever since.

Adrian:

I first started in the Arthur Levin day ward.

Adrian:

People go in for small cameras and things like that, small

Adrian:

morning or afternoon situations.

Adrian:

And when they came out, we, me and there were also two of us, used to make them

Adrian:

tea, coffee, sandwich, whatever they liked after they've had their procedure.

Adrian:

So I did that for two or three years.

Adrian:

And then, My days that I was available changed, and unfortunately it didn't

Adrian:

work with the R11, so I just tried the shop, and I've been there ever since,

Adrian:

and I still go to the shop as well.

Adrian:

So, as a retailer all my life, shop was a pretty obvious way to go to start with.

Adrian:

So yeah, so I've been there.

Adrian:

And I do, I'm basically a relief, so if people are off, sick, they phone me up and

Adrian:

say can you come in, and all that sort of thing, so I don't do a specific day there.

Adrian:

And then this, this buggy information came up, this buggy idea came up.

Adrian:

And being a, well, I'm now an ex golfer, but being a golfer, I

Adrian:

thought, well, I could do that.

Adrian:

And, um, so I looked into that, uh, got to, uh, meet Joe and, uh, started

Adrian:

the procedure of being a buggy driver.

Sarah:

Although of course no day is ever quite the same as the

Sarah:

last, we asked Adrian to explain what a typical session involves.

Adrian:

We arrive about 15 minutes before we need to change over, get my high vis,

Adrian:

go and then to the, where we change over.

Adrian:

I then go through a list of any scratches, do the lights work, everything.

Adrian:

There's about 10 things there you have to do.

Adrian:

Check before you actually go and it's already done that in the morning as well.

Adrian:

So we do that twice and Then sign and then the other person that he or she goes

Adrian:

off and Then we start yes, and then we start that and from there my routine is

Adrian:

I then go from our parking space to the car park And I'll sit a couple of minutes

Adrian:

two or three minutes Soon after lunchtime, it's not always that busy because

Adrian:

there's people about, uh, appointments in the morning and then later, the

Adrian:

others come in the afternoon, so.

Adrian:

And then I go from there, then I'll go back, uh, I'll

Adrian:

stay there for a little while.

Adrian:

If there's no one about, I then go to the start of the Emerson unit.

Adrian:

And then, I can never say this word, endoscopy.

Adrian:

Endoscopy.

Adrian:

And, uh, their main entrance.

Adrian:

And, uh, do a circuit there.

Adrian:

Don't always go to, um, the, uh, embassy unit.

Adrian:

Because the main, the busy part is really from the car park to the hospital.

Adrian:

The main gate, or main door, or back.

Adrian:

That's the main, but we do the other one.

Adrian:

I do that probably about every three times.

Adrian:

So that, that's the general day and then it is three hours and you've got

Adrian:

space for having coffee and all that sort of thing and yes it's, and three

Adrian:

hours is amazing how quick that goes.

Adrian:

Most people know what a golf buggy is.

Adrian:

This is slightly bigger, carries six people and, and obviously longer and

Adrian:

it is electric and very easy to drive.

Adrian:

There are six seats, obviously I'm in one.

Adrian:

So you've got One next to the driver if necessary, then two in the

Adrian:

middle, and then two at the back.

Adrian:

But not everybody likes to drive, because that's reversed.

Adrian:

The seats look back.

Adrian:

So not everybody likes to be looking back.

Adrian:

But generally we only pick up two, three people maximum at a time.

Adrian:

Um, and also the back seats also fold over so you can get walking frames.

Adrian:

Or anything like that on it, well.

Adrian:

So they don't have to, we can cope with walking frames as well, basically.

Adrian:

And of course, we do help people in or out.

Adrian:

We don't lift anybody or anything like that, but we do assist.

Adrian:

As I say, the thing is, I've never had anyone say a bad word about it.

Adrian:

Even when we didn't have sides, and the rain was coming in.

Adrian:

But they didn't have to walk that hill.

Adrian:

That was a That's the thing that, it's quite hard work coming up that hill.

Adrian:

If you're, if you've got breathing problems or walking problems,

Adrian:

the hill is quite hard work.

Adrian:

And they're so grateful.

Adrian:

The hill is, I don't know what it would be about.

Adrian:

I suppose it's in two stages.

Adrian:

So you're about 75 to 100 yards.

Adrian:

But it's all uphill.

Adrian:

And you go a certain way and then you have a flat bit where the

Adrian:

road is and then you go up again.

Adrian:

Now I'm waiting for heart operation and I have to stop.

Adrian:

Because I get out of breath.

Adrian:

And some of the people are really unfit.

Adrian:

Not unfit, but they're real.

Adrian:

They've got problems.

Adrian:

And it can take them quite some time.

Adrian:

And a lot of them, of course, they do drop them off at the main entrance.

Adrian:

But a lot don't.

Adrian:

Thankfully, a lot don't.

Adrian:

We have quite a lot of customers.

Adrian:

And, of course, you get regular people as well.

Adrian:

People with husbands or wives have been in since three or four months.

Adrian:

So they come and visit and they're quite regular.

Adrian:

So yes, it's very well appreciated.

Adrian:

I would say almost 50 percent of people are visitors.

Adrian:

In the afternoon of course.

Adrian:

They can visit all day I think now, but in the afternoons a lot of them are visitors.

Adrian:

And of course, generally it's older people in hospital, isn't it?

Adrian:

So their friends or partners or husbands or wives are all quite old as well.

Sarah:

Since the buggy service launched in September 2023, for both Jo and Adrian,

Sarah:

the difference it makes is clear to see.

Jo:

So the feedback really has been absolutely amazing.

Jo:

It has made a huge difference.

Jo:

One that I read said, I'm disabled and now I know the buggy is there, I can

Jo:

come to my appointments independently.

Jo:

People have said it just makes, takes the dread out of the hill.

Jo:

Folk have said, you know, Adrian Gavriga is obviously, do you get people who

Jo:

have Well, she was in for a long time and you get your regulars and just the

Jo:

appreciation for the service is really hard to try and quantify because the

Jo:

Enthusiasm for it is just wonderful.

Jo:

They the patients to say oh, thank goodness and people come and say I didn't

Jo:

know it was there These are the big signs.

Jo:

It's, yeah, it's just been such a success.

Jo:

So, so positive.

Jo:

And the drivers are also trained to know where different clinics are.

Jo:

We even have a little list stuck to the windscreen to say, ask

Jo:

them where are you going to.

Jo:

If you don't know how to start a conversation, you're a bit nervous

Jo:

on your first shift, say, Oh, where have you got to go to today?

Jo:

Oh, that's in, Oh, neurology is in the Emerson unit.

Jo:

Let me drop you nearer that door to save you having to walk through the

Jo:

hospital because it's quite a long way if you go in the main entrance.

Jo:

And it's that extra sort of layer of customer service and welcome.

Jo:

I think it's that welcome.

Jo:

I feel fortunate enough.

Jo:

I have a brilliant team I work with, but my wider colleagues here,

Jo:

everyone, the focus is for the patient.

Jo:

So,

Jo:

The patient suddenly goes, Oh, that's what my experience is going to be like today.

Jo:

Hopefully it sets the scene for them a little bit.

Jo:

Um, but yeah, it's, it's so hard to describe and quantify the things that

Jo:

we've read and seen and come back.

Jo:

And the drivers come back and tell us, it's just beautiful.

Jo:

I've driven it myself when we've, we've needed shifts covering.

Jo:

And it's the joy on people's faces.

Jo:

It's the look of relief.

Jo:

Oh my goodness.

Jo:

Okay.

Jo:

Thank goodness they're here.

Jo:

And I picked up a family and they said.

Jo:

It's just the nap.

Jo:

I said, look, actually it's empty at the moment, why don't you all get on?

Jo:

And they had two little boys with them and they were squashed in next to me.

Jo:

We're driving.

Jo:

I was like, do you want to press the horn?

Jo:

Yeah, but they'll always remember that.

Jo:

So their experience has started on such a positive note.

Jo:

They're all chattering away as they get off, but they don't, they

Jo:

might not become something really great, but they've had a great time.

Jo:

You know, it just, it gives that little lift.

Jo:

Literally, because of the ant emotionally for them.

Adrian:

I know what it's like going into the hospital.

Adrian:

And, yes, apart from getting that lift up the hill, and you're chatting to them,

Adrian:

are you visiting or something, no, I'm going to have such and such, and you'll

Adrian:

say something like, they'll look after you, you haven't got to worry about that,

Adrian:

they'll look after you, and you just try and put them at their ease a bit.

Adrian:

In this hospital, as soon as you come through the door, if you don't

Adrian:

know where you are, there's some awesome people there to help you.

Adrian:

Again, after doing the buggy, they'll come straight in and they'll very

Adrian:

often say, I don't know where to go.

Adrian:

So I say, just go through the doorknob, talk to the people at

Adrian:

the desk and they'll tell you.

Adrian:

You try and reassure them.

Adrian:

That's what you try and do.

Adrian:

It's not just driving the buggy, it's talking and chatting to

Adrian:

them and putting them at ease.

Adrian:

Not everybody, of course.

Adrian:

There's some really funny ones.

Adrian:

And I had some people from Italy that had come round.

Adrian:

And, oh, she said, she got on the phone, You'd never believe

Adrian:

it, we're sitting in a buggy.

Adrian:

And they said, when we stopped at the car park, she's about to take the photographs.

Adrian:

She had photographs of all the people sitting in the buggy.

Adrian:

Two others sitting in the buggy.

Adrian:

Yeah, so it's just, all of a sudden, all of a sudden it happened.

Adrian:

One really, which brought things to reality, is, I picked up a

Adrian:

lady, And she was quite quiet and I said, Oh, you're right.

Adrian:

She said, yes, I've just lost my husband.

Adrian:

And I said, Oh, dear, it's sad and I'm just now going to get, pick his stuff up.

Adrian:

She dropped her off.

Adrian:

And then out of the hospital came my husband and wife

Adrian:

and a seven hour old baby.

Adrian:

And they were my next passengers.

Adrian:

So that's life and death all in two minutes.

Adrian:

It was amazing.

Adrian:

I've never forgot that.

Adrian:

That didn't happen that long ago, but it's something I always, if anyone's

Adrian:

talking about the bug, I always tell you, I haven't mentioned that.

Adrian:

But that, that really opened my eyes really.

Adrian:

I had 40 years of dealing with the public, having their own shop.

Adrian:

The thing is, you have to listen to people, and be polite to

Adrian:

people, and you'll always find that they're polite back to you.

Adrian:

Dealing with the public, anyway, all my life, has been a help.

Sarah:

As you might expect, given the practical and compassionate

Sarah:

sides of the role, getting volunteers well prepared is a priority for Joe.

Sarah:

We asked her what qualities she looks for in a buggy volunteer

Sarah:

and to tell us about the training and support that they receive.

Jo:

Someone who is confident, just has that warmth and that people focus.

Jo:

It really is all about the patience and it's about that patient focus and

Jo:

someone who you get the vibe from someone as you talk to someone you interview

Jo:

that someone's going to be reliable and trustworthy and has got a real interest.

Jo:

in actually supporting patients, supporting the service and just

Jo:

demonstrates that kindness because actually you might as the volunteer

Jo:

might not be having the best day but the person they're picking up that you

Jo:

need to make sure they've got that sort of level of professionalism really.

Jo:

They'll do trust information governance training and we obviously say the patients

Jo:

will divulge things to you obviously that's not for further discussion unless

Jo:

it's something particularly worrying.

Jo:

It's a very short journey, but as Adrian sort of said, it is.

Jo:

People do come up with the most extraordinary things, so volunteers as

Jo:

part of their training do safeguarding training and that kind of thing, just to

Jo:

prepare them in case there is something that somebody says and they think,

Jo:

well, I don't know what to do with that.

Jo:

obviously come and talk to us and we'll take it the appropriate routes.

Jo:

They do some buggy specific training, how to do the daily checks,

Jo:

maintenance, all the rest of it.

Jo:

We give them a bit of a driving lesson, so I'll take them around the route,

Jo:

show them the route, they'll practice it as well, make sure they're happy.

Jo:

New drivers will be buddied up with existing drivers because it is one

Jo:

thing to do on a practice when I'm sitting next to you, it's another

Jo:

thing entirely to do by yourself and it can be a little bit nerve wracking.

Jo:

They'll come on a shadow shift, and the existing drivers will show them

Jo:

what they do, show them how to use features on the buggy, onboarding

Jo:

people getting off, where to stop, all the tips and tricks of using it.

Jo:

The other driver will then have a little bit of a go with that supportive person

Jo:

there beside them, who's also been that new driver who's really nervous.

Jo:

Once they're up and running, They're free to join the roadster.

Jo:

Some people do different days.

Jo:

Some people have a set day that they like to do.

Jo:

All we ask from our drivers is that they do have a driving licence.

Jo:

It's not actually required when you're driving a golf buggy, but because

Jo:

it's a public car park and a public site, actually for insurance purposes,

Jo:

it's best to have a driving licence.

Jo:

We try and brief them on the fact that they probably are going

Jo:

to be told all sorts of things.

Jo:

The role tends to attract people who are very people focused.

Jo:

or RxLorry drivers because they just, it's a little version to drive

Jo:

around which they love, but they tend to be quite personal people.

Jo:

If a driver has something that was particularly distressing, we always

Jo:

see them at the end of their shift.

Jo:

So they bring the equipment back to the office and we do always check in.

Jo:

Um, if it was something particularly difficult, we're here to throw

Jo:

a debrief and some support.

Jo:

We've had angry people in the car park, Car parking's difficult,

Jo:

people are anxious, and they see someone and they vent.

Jo:

We've had a few incidents of that.

Jo:

We've had some really happy things.

Jo:

And it's the whole range of emotion comes when you're coming to a hospital

Jo:

because we deal with so many things.

Jo:

Most people aren't coming here for something nice.

Jo:

And so I would say to the drivers, try and remember that people are

Jo:

not necessarily on their best day.

Jo:

Because if you think about when you've been asked to come to a hospital, you

Jo:

don't know what you're going to be told.

Jo:

You don't know if the examination you're going to have is going to be unpleasant.

Jo:

You've got all of that worry turning around.

Jo:

You've got to find a way.

Jo:

You're probably not the best version of you.

Jo:

So I do say try and give people that, but they all have a really great approach.

Jo:

And when we interview people for this role, we try and, you have to be very

Jo:

careful to pick the right people because they are your representative outside.

Jo:

They are the first person, you know, with an official QEH badge

Jo:

on that patients see and you want that to be a good representative.

Jo:

And most of them just take it all in their stride.

Sarah:

And then yeah, away they go.

Sarah:

And once a volunteer is ready to go, do they need to wear anything specific?

Sarah:

They can just get

Jo:

comfortable, weather appropriate clothing, because you are out

Jo:

there in all weathers, and then we provide them with a high vis.

Jo:

For winter, we've got really big, warm, long coats.

Jo:

They are bright orange, you can't miss them.

Jo:

For summer, we've got a big, small, a lightweight version and

Jo:

across the back, we have volunteer buggy driver written on it.

Jo:

So it really identifies them.

Jo:

They're not a builder on the site.

Jo:

They're not, it really tells everybody who they are because

Jo:

otherwise it can feel a bit like, Oh, you are the parking attendant.

Jo:

No, I'm the volunteer buggy driver.

Jo:

This is my role and helps them give them the confidence to deal with

Jo:

any queries that they get out there.

Sarah:

Despite the occasional war story, Adrian is still a committed

Sarah:

volunteer who can be spotted in his high vis jacket week after week.

Sarah:

We asked him to share what it was about the role that keeps him so committed.

Adrian:

The thing is with the buggy, everyone is so pleased about it.

Adrian:

Oh, I didn't realise you, this was happening.

Adrian:

If I said, and they say, how long will we have a chat?

Adrian:

Or they'll be waiting at the bus stop.

Adrian:

And if you've been in a little bit too long, they'll say, where have you been?

Adrian:

I suppose the main thing that's kept me here is because everyone is nice.

Adrian:

You meet some lovely people, whether they're patients or people

Adrian:

you work with at the shop or like within the After 11 wards.

Adrian:

You find that people appreciate what you do and what you're doing.

Adrian:

So it makes you feel it's worthwhile.

Adrian:

And I'm fortunate enough to have the time.

Adrian:

Uh, so am I going to sit at home or am I going to do something,

Adrian:

um, positive, which I, which I do.

Adrian:

It's not, I don't do it all day, every day, just one afternoon a

Adrian:

week or as and when they need me.

Adrian:

So, you know, it's just doing your bit.

Adrian:

And as I said before, I have been unfortunate enough to use

Adrian:

the national health quite a lot.

Adrian:

So it's nice to give a little bit of something back.

Adrian:

It's the people that you take.

Adrian:

They are, and they tell you that, you know, they're only in there a few

Adrian:

minutes, but they tell you everything about their husbands or wives in there,

Adrian:

or what they've got wrong with them, and you know, and all this sort of,

Adrian:

their heart problems, or their leg problems, or they're going, waiting

Adrian:

for a hip, and I've been waiting there nearly six months for a hip.

Adrian:

And they just tell you.

Adrian:

And then they say, will you be here when I, when I come out again?

Adrian:

And I said, we're here till, till we finish.

Adrian:

And then, so if I'm here, I'll certainly give you a lift back.

Adrian:

Yeah, but no, it's the people really, all the time.

Adrian:

It's the people and, and the staff as well around the hospital.

Adrian:

They're always very good.

Sarah:

As always, we wrap up our episode today with words of advice from our

Sarah:

guests, for anyone listening, who thinks they might want to become a volunteer.

Adrian:

First of all, any, you will get good training.

Adrian:

So you can, there's loads of things that you can volunteer for here,

Adrian:

amazing things what you can do.

Adrian:

So there's a, A, there's a great choice.

Adrian:

B, you get good training.

Adrian:

And C, you can work round yourself.

Adrian:

You don't have, you say, I can't do next Friday, but I can do next Tuesday.

Adrian:

Then they'll try and work it out for you.

Adrian:

Yeah, just try it.

Adrian:

Until you try it, you will never know how satisfying it is.

Adrian:

And it is satisfying.

Jo:

I would say be bold and make that first phone call, send that email,

Jo:

talk to the team who will be supporting you because if they're anything like

Jo:

my team they'll be really passionate about making sure volunteers are okay.

Jo:

Don't let anything be a barrier.

Jo:

If you're

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Volunteering Discovery
All about volunteering in health and care
Welcome to Volunteering Discovery, where we dig into the world of health and care volunteering in Norfolk and Waveney and hear from the people that give their time to help others. We want to banish the stereotype that health and care volunteering only means making cups of tea for patients on a ward. We know that's an important role, but there are so many other activities which make a difference that you might not know about.

In the first season of this weekly podcast, we'll start our exploration into volunteering which supports people's health and care in our hospitals, our communities and our homes. From group settings to supporting families in their own homes, volunteering isn't a one size fits all activity.

By talking to volunteers and the staff who work alongside them, we'll be finding out what it's really like to be a volunteer. Volunteers will share their stories of how they got started and what keeps them coming back.

If you have ever been interested in how local people make a difference in their spare time, or what support is available in Norfolk and Waveney, this is the show for you.

About your host

Profile picture for Jules Alderson

Jules Alderson