The role of volunteers in the NHS: views from the front line

This report was commissioned by Royal Voluntary Service and Helpforce in July 2018. Its intention is to ascertain the perceptions of frontline NHS staff working in acute care about the operational pressures they face, how they understand the roles and value of volunteers and what gaps there are that volunteers could help fill. The report sets out the findings from a survey, series of semi-structured interviews and a non-systematic literature review.

Key findings

  • Frontline staff recognise the broad range of activities carried out by volunteers in NHS hospitals. Frontline staff describe a diverse range of roles for volunteers in hospitals. Volunteers undertake practical tasks such as picking up medication from the pharmacy, escorting a patient around the hospital, and running tea rounds. They can comfort and support patients, providing companionship for those who don’t have other visitors. Volunteers also support staff by freeing up their time to prioritise clinical care and by acting as an extra pair of hands or eyes.  
  • The overwhelming majority of frontline staff agree that volunteering in hospitals adds value for patients, staff and volunteers. Over 70 per cent of the different staff groups agree with the statement that volunteering in hospitals adds value for patients, for staff, and for volunteers themselves.
  • The majority of frontline staff enjoy working with volunteers, with some variation between different staff groups. The majority of survey respondents report that they enjoy working with volunteers (however, the number of doctor respondents is low), although there is some variation between different staff groups. The high level of enjoyment is largely attributed to volunteers’ positive attitudes. Volunteers can also improve staff morale and help staff feel they are providing a better service to patients.
  • The main challenge for frontline staff is a lack of clarity regarding role boundaries. According to frontline staff, the biggest challenge in working with volunteers is the lack of clarity around boundaries between the roles of staff and volunteers. Similarly, they felt the impact of volunteers would be strengthened through better knowledge about the role of volunteers. There is an appetite for volunteers to get involved in more aspects of hospital work. Frontline staff felt volunteers would have more impact through better training and greater joined-up working between staff and volunteers. They also emphasise the need to value the contribution volunteers make. 

Read the full report >

Related content

Comments

juan zhang

Position
Driver/landlord,
Comment date
12 April 2020

I would like to do some help preparing food packing delivery send the staff to hospital I have been recovered from the virus i have more herd immunity than others

Robert Heath

Position
Building Estimator,
Organisation
A Burrell & Sons Ltd
Comment date
28 March 2020

I would like to volunteer to help people who are in lockdown and need food / medicine delivering to their homes!

If anyone would like to talk I can provide my mobile number!

Scott brown

Position
head chef,
Organisation
bromley football club
Comment date
28 March 2020

I would really like to help I head chef at bromley football club. if you need help let me know I would to help.

Ross Britton

Position
Retired,
Organisation
Home
Comment date
26 March 2020

I would really like to help but am currently obeying Lockdown guidance.
I am retired so approaching the high risk age category but would like to help if there is a safe way to do so.
Perhaps phoning people or delivering drugs to doorsteps? As a recent Hospital Governor I have the necessary checks and a working knowledge of the NHS.

rshepard

Position
Digital Communications Assistant,
Organisation
The King's Fund
Comment date
25 March 2020

Thank you for everyone commenting on this piece after the government's announcement about the new NHS Volunteer Responders initiative, which has been set up to support the NHS during the COVID-19 outbreak. This article was published in 2018 and so does not contain the most up-to-date information on this programme. To find out how to sign up as a volunteer, please visit the Goodsam website: https://www.goodsamapp.org/NHS.

Raymond Cook

Comment date
25 March 2020

I am happy to help as much as I can I live in Southampton.

Abdesslam zebiri

Position
Instructor at amazon - french and arabic interpreter,
Comment date
25 March 2020

I would like volunteering with nhs

Mandy isherwood

Position
To help deliver meds and food,
Organisation
Nhs
Comment date
25 March 2020

I have worked for lccfor 43 years took my pension early have got all current I'd badge new up to date crb am diskixe and struggle with internate.

Adrian Hale

Position
Chairman,
Organisation
Trigeminal Neuralgia Association UK
Comment date
05 December 2018

As a volunteer myself, I wholeheartedly agree that anyone who gives of themselves to work voluntarily in the various parts of the NHS is to be commended and valued. However, it should not be forgotten that there are also thousands of people who provide guidance and support in the many charities throughout the UK. In particular those generally smaller charities responding to rare diseases. Whilst the NHS has recognised the need to have a rare disease strategy, for example, it has made no effort to contact those charities involved - or indeed ANY charities - as mentioned in the Five Year Forward plan. If the health service is to survive in the way it is envisaged, then the Government has to address this issue if it wants to achieve a truly person-centered approach.

james robertson

Position
retired medic working as expert witness,
Organisation
Ramsay Health
Comment date
04 December 2018

We are very short of doctors and it is costly remaining GMC registered and insured, let alone parking at surgeries or NHS hospitals.
The NHS does ? nothing to tap possible health clinicians of all categories and maybe people like myself would do better for society than being on parish committees and school governing boards.

Add your comment

You may also be interested in

Long read

The Comprehensive Spending Review – what more for health and care spending?

The Comprehensive Spending Review details the government’s plans for public spending over the coming years. It will clarify which areas of the health and care budget have not yet been addressed by recent funding announcements around the NHS and for social care reform. Here, we set out the challenges and consider steps the government could take to address them.
Thumbnail
By Jonathon Holmes et al - 12 October 2021 15-minute read