The introduction of volunteers into inpatient services at Essex Partnership University NHS Trust (EPUT) has led to a threefold increase in patient feedback.
The initiative, launched in response to low levels of patient reviews through the iWantGreatCare (iWGC) feedback platform, focused on trained volunteers visiting wards. The volunteers, many with personal or academic ties to mental health, engaged patients in open conversations, helping to build trust and gather meaningful, anonymous feedback.
As we mark Volunteers Week across the UK, the Trust is joining in celebrating the contributions of volunteers across all of its services – from leading arts and crafts sessions to pet therapy and more, they make an outstanding contribution to the care and support of patients and service users. And their support in encouraging patient feedback is a vital tool in enhancing service quality and improving patient care.
Patient feedback rose by 76% following volunteer involvement and patients felt more comfortable and confident sharing honest experiences with volunteers. Volunteers provided vital qualitative insights by rephrasing questions and spending more time with patients.
“We’ve seen a surge in feedback alongside a notable improvement in the detail of responses,” said Jomir Hussain, Patient Experience Reporting and Training Manager. “This data is now helping us drive meaningful, patient-led improvements in care.”
The volunteers include psychology students, NHS service users, and individuals exploring careers in healthcare. Their involvement also benefits their professional development and offers a pathway into future employment with the Trust.
Volunteer Chloe said: “As a final-year psychology student, volunteering with EPUT has been a fantastic opportunity to gain hands-on experience and expand my knowledge in the field. I find it incredibly fulfilling and purposeful, as it allows me to give back to the community while also enhancing my personal and professional growth.”
Volunteer Maemi said: “Volunteering has given me valuable insight into how the mental health care sector operates while providing a strong sense of purpose. As someone aspiring to become an assistant psychologist, this experience has been invaluable in helping me develop the interpersonal skills needed to engage with the types of people I hope to work with in the future.”
Volunteer Ekaete added: “As a volunteer, I find immense fulfilment in being able to make a positive impact on people’s lives. Volunteering has given me the opportunity to connect with others, learn new skills, improve my communication skills and gain valuable experience. It’s incredibly rewarding to see the difference I can make, no matter how small it is.
“I believe volunteers are invaluable in gathering feedback from patients. As an impartial and empathetic listener, volunteers can provide a safe space for patients to share their concerns and suggestions.”
Anyone interested in volunteering can apply via the EPUT website.