Job overview

Overview of the role

The Wayfinder plays a vital role in enhancing the patient, visitor, and staff experience within the hospital by providing a warm welcoming presence with clear, compassionate, and efficient guidance throughout the healthcare experience. By reducing confusion and stress for visitors and patients they contribute to smoother patient flow and increase satisfaction. Wayfinders ensures that everyone entering the hospital is supported in reaching their destination quickly and confidently.

Tasks

·         Wayfinding: Greet and assist patients and visitors upon arrival, providing directions to clinics, departments, and hospital services.

·         Information Support: Offer accurate information about hospital locations, amenities, and procedures, such as check-ins, waiting areas, or appointment processes.

·         Customer Service: Deliver friendly, empathetic, and professional support to ensure a positive first impression and reduce anxiety for patients and visitors. Along with answering queries regarding local bus services and taxi information

·         Observation and Reporting: Identify and report any signage issues, accessibility barriers, or patient concerns to relevant departments to improve the hospital’s wayfinding efficiency

Main duties of the job

All our volunteer roles are support by the East Lancashire Hospital Trust Volunteer Services. 

If successful you will need to complete a variety of pre-employment checks and training

Training - Everyone volunteering at the Trust must attend a volunteer induction and will be required to complete core mandatory training before carrying out any volunteering activity within the Trust and may be asked to regularly refresh training where required. All mandatory training will be provided free of charge to the volunteer. From time to time volunteers may be offered additional training opportunities related to their volunteering role, places will not be guaranteed and occasionally there may be a cost associated, this will be made clear to volunteers in advance. Any additional training that’s requested will be provided where possible.

Organisational requirements – Volunteers will be provided with and have access to the Trust’s volunteer policy and volunteer handbook. This includes information relating to equality and diversity, health and safety, data protection and confidentiality, infection control, safeguarding, and code of conduct. Volunteers are expected to follow guidance described in these documents. Volunteers will also be expected to sign and comply with a three way volunteer agreement, an agreement bound in honour only, which describes the expectations of the volunteer, the staff member responsible for them, and volunteer services. Volunteers will be provided with a uniform consisting of a volunteer service t-shirt, this must be worn at all times while carrying out volunteering activity on behalf of the Trust.

DBS Requirements – If this post involves direct patient contact and conveying patients between departments you will require a Disclosure and Barring Service (DBS, formerly CRB) checks. This check is designed to assist the Trust in making safe decisions around recruiting volunteers by checking the criminal record of volunteers carrying out activity with vulnerable people or children. Having a criminal record will not necessarily prevent an applicant becoming a volunteer, any applicant with a criminal record should inform volunteer services, who will risk assess each case on an individual basis. There will be no cost to the volunteer for this DBS.

Working for our organisation

Please note continuity and reliability is essential, we kindly ask that you only apply if you are able to commit to at least one of the specified days