Spending time in a hospital – whether as a patient, a family member, or even as an employee – can be difficult. People are often worried or stressed, and usually aren’t feeling their best. But at Broward Health Medical Center, there is a group of people, in addition to employees, that go out of their way to improve the experience of everyone they meet – the hospital’s dedicated volunteers.
“Broward Health Medical Center’s volunteers are a tremendous resource and a part of the Broward Health Medical Center family, providing support to our staff and ensuring an overall great patient experience,” said Mark Sprada, CEO.
Approximately 120 volunteers work in areas across the hospital, doing everything from checking guests in to escorting family members to patient rooms. Some of them visit patients, distributing magazines, books and snacks; others keep family members abreast of a patient’s progress after a procedure.
“Our volunteers are involved in a huge host of activities, and people are often surprised to find they are giving their time without pay to serve in this most special of ways,” said Nancy Weber, president, Broward Health Medical Center Auxiliary. “Our gift shop, for example, which is the auxiliary’s primary source of income, is open seven days a week and is staffed almost solely by volunteers.”Broward’s volunteer program was started in 1952, and has recently been revamped to ensure that everyone involved, including the volunteers themselves, have a positive experience. Improvements to the program include additional training, as well as assessing the areas of volunteer opportunities throughout the facility. Volunteers come from a number of different backgrounds, and include students, retirees and even snowbirds, who work at the hospital during the months they live in the state.
“We have a number of volunteers who we see only from January to May,” said Weber. “Every year they come back, and we’re happy when they get here. We miss them while they’re gone.”High school and college students make up a good portion of the hospital’s volunteers and come from schools throughout South Florida. And while students from a number of different schools participate, one unique group tends to make a very long-lasting impression.
“I work at Fort Lauderdale High School, and our volunteer work program, which is directed by Justin Willard, involves autistic students,” explained Harve Brosten, who also serves as third vice president of the Broward Health Medical Center Auxiliary. “Many of our students start as volunteers here, but go on to work herepermanently.
“Right now we have nine students in the program, who help deliver packages and maintain the cafeteria, among other things,” he added. “It’s tremendously rewarding for our students when they end up getting a job here; and we’re very proud that many of our students have gone on to become employed at Broward Health.”
According to Weber, the backbone of the volunteer program is its retirees, who selflessly give of their time. “These stalwart folks keep us going,” said Hilda Lambert, 99, who has been volunteering at Broward Health Medical Center for the past 15 years.
“Every week, they come in and do their jobs, and it’s an inspiration,” she added.
Lambert moved from the West Coast to the East Coast to be nearer to her daughter, and found that she was bored once she retired. “My neighbor was in the auxiliary and told me to volunteer, and I love it,” she said. “I’ve met a lot of nice people who talk to me about their aches and pains, and I listen. They hug me and thank me, and call me their angel.”
As the regional manager for Customer Service, Patient Experience and Volunteer Services at Broward, Angela Meridionale is responsible for the initial volunteer orientation, as well as ensuring that Joint Commission requirements are met.
“A great partnership exists with the adult auxiliary who provide a mentoring program for our student volunteers and demonstrate how things are done,” said Meridionale. “Some volunteers also round with the team on the adult inpatient units. What they do directly impacts the patient experience, whether delivering magazines and books to patients, maintaining our clothing closet for patients in need, or helping the staff on the floor.”While staff and patients certainly benefit from these efforts, so do the volunteers. “I’ve had student volunteers tell me that they aren’t comfortable talking to people, and yet as members of our wayfinding program, they learn to engage with people as they escort them around the hospital,” Meridionale added. “And students not only fulfill their mandatory volunteer hours, but build resumes, gain life skills and have experiences that enhance their college applications.”
In 2016, the auxiliary also created a scholarship program that provides two $1,500 scholarships each year to high school seniors who are the children of employees or volunteers at Broward Health Medical Center.
Broward is always looking for more volunteers, and those considering donating their time to help others can learn more at www.browardhealth.org/pages/volunteer-opportunities.
“Our goal is to ensure the patient experience stays at the forefront of everything we do, and volunteers are essential to meeting that goal,” said Meridionale.
