The gift of good company

When Joan Anderson found herself at risk of having her cataract surgery cancelled because she didn’t have someone to accompany her while in hospital, she took matters into her own hands. 

Joan, whose name is changed to protect her identity, was scheduled to have the outpatient procedure and required someone to stay with her during her time at St. Joseph’s Health Care. With her closest family member in the United States and her friends dealing with their own health issues, she felt alone and out of options. 

She contacted St. Joseph’s Volunteer Services, who told Joan her timing was perfect. They had just launched a new innovative Appointment Assistant Program to help patients like Joan who require a little extra help while in hospital. 

The new volunteer role was developed to support patients coming for outpatient appointments. The appointment assistant meets the patient at the entrance, escorts the patient to the appointment area, stays in the waiting area during the appointment and escorts the patient back to the entrance. 

The appointment assistant also helps ease anxiety and confusion for patients who, in some cases, are nervous about their appointment or procedure. 

Volunteer Monica Naskret-Reyes greeted Joan with a warm smile at the entrance to St. Joseph’s Hospital. Volunteers hold a blue star so patients can easily identify them.  

“I saw Monica as my angel that day,” says Joan. “She was kind, empathetic and caring. It made me feel loved and cared about. It truly was a gift to have Monica there with me.” 

Patients who have cataract surgery also require a post-operative appointment the same day, so the two women spent the day together walking around the hospital, visiting the Reflection and Prayer Space and chatting about hobbies, their background and food. 

The two women hit it off so well, they were paired again a few weeks later, when Joan needed surgery on her other eye.

“I didn’t have to do anything else but be there with her,” says Monica who embraces her volunteer duties with compassion and a kind heart. “When someone comes to the hospital alone, they are sometimes nervous because they don’t know what is going to happen or where to go.”

The novel program is catching the attention of hospitals across Ontario. Volunteer Services Manager Tracy Drenth, who helped to spearhead the program, is part of an online group of hospital volunteer administrators across the province. In the planning phases of the program, Tracy contacted other hospitals to see if they had similar programs that could offer some insight. None of them did but more than a dozen administrators indicated they would consider it based on St. Joseph’s experience.

“A number of patients may feel nervous or anxious, but knowing someone is here at St. Joseph’s to greet them at the front door or help them find their way around helps to ease those nerves. This support ensures patients can focus on their well-being without any additional worries.”

- Stephanie Dailey, Manager, Ivey Eye Institute

“This program fits our culture in regard to fulsome compassionate patient care,” says Tracy. 
“Our volunteer service is not about direct patient care, but this is our way of being able to contribute to supporting our patients.”

From January to August, there have been 18 requests for an appointment assistant, and Tracy believes as word spreads about the program, more patients will take advantage of it. And as the program grows, so will the need for more volunteers who take on a variety of roles at the hospital from staffing the information desk, wayfinding or helping out with special events.

The program is offered at four of five sites at St. Joseph’s where 26 volunteers are trained as appointment assistants. Patients who require help should inform the clinic’s reception staff 10 days in advance of their appointment. Many of the patients who have signed up are from the Ivey Eye Institute, medical imaging and the breast care centre.

“This new service has been invaluable to us,” says Stephanie Dailey, Clinical Manager of the Ivey Eye Institute. “A number of patients may feel nervous or anxious, but knowing someone is here at St. Joseph’s to greet them at the front door or help them find their way around helps to ease those nerves. This support ensures patients can focus on their well-being without any additional worries.”  

Appointment assistants are not permitted to accompany patients in the procedure or consultation rooms nor to provide any hands-on care.