Supporting patients to discharge safely from Dorset County Hospital

An interview with Janet Tolley, Volunteer Centre Dorset

What’s your role and what’s the main purpose of the work that you do?

“I work for the Volunteer Centre Dorset as a Project Assistant based in the discharge lounge at Dorset County Hospital. I work alongside the Discharge Team, the wards and the Emergency Department at the hospital. I help with patient discharges and try to find ways of enabling people to get home quicker and be supported when they are home. I make sure that they are discharged safely to avoid recurring admissions.”

What type of support do you provide to patients and carers?

“The support can be incredibly varied depending on each individual situation. It can be something as straightforward as finding volunteer support to assist with shopping or pet care while the person is in hospital. I work with a lot of other organisations that can help people with cleaning, befriending and daily living tasks. I provide welfare calls to bridge the gap until statutory services can take over. I link people with the local Primary Care Networks (PCNs) so that they receive wrap around support once they go home.”

What are some of the biggest issues or barriers that your patients and carers experience?

“I have found that some of the biggest issues and barriers can actually be really positive, because if I can identify an issue or a barrier then I’ve got something to work with. My job is to try and find solutions.

“One of the biggest issues is time. Sometimes you either have to wait a long time for something or you just don’t have enough time in the day to get everything done. Communication can also be difficult at times, but these issues can all be worked around.”

Are you able to give us an example of how your service has made a positive impact?

“Sometimes the smallest things can have the biggest impact. Portable key safes, lockable medicine boxes, flasks, food packages and new bed linen, are all items that can enable someone to get home quickly. They are all small but have a reaching effect.

“Earlier today someone came in from Day Surgery and they were given a portable key safe, so they were able to go home and they didn’t have to spend a couple of days in the hospital waiting for someone to fit a key safe.

“We also assist people with their pet care while they are in hospital. We had one case that involved a parrot called Goofy. His owner was rushed into hospital unexpectedly and Goofy was left at home with no one to look after him. As a team we found volunteers who were all too happy to look after Goofy until his owner was well enough to be discharged and take over his care. So that’s another example of what we do.”

Are there any changes that would make a difference to your role and the support that you would like to provide?

“In my role I try and make changes so that I have something to work with that will help a patient or a carer. The portable key safe idea came about because people needed them, so we secured some funding and bought some inexpensive key safes which then enable people to get home, which then in turn saves the hospital a lot of money with unnecessary stays in hospital.

“Since the end of March 2024, 44 patients have been in receipts of small items; key safes and food parcel are the most requested items. To quantify it into how we make savings, for each patient in receipt of an item or items it equates to at least one night saved in hospital. Over the last four months that’s 52 nights saved at a cost of roughly £400 a night or £20,800 per year. This is also the minimum amount of money saved in this time as a delay is often more than one night.”

How can someone get involved if they are interested in volunteering?

“Anyone can sign up to become a volunteer on the Volunteer Centre Dorset website. From there they are able to access over 300 volunteering opportunities!

“My work in the hospital is mainly supported by the Community Response Volunteers. If someone wants to volunteer for the Community Response team then we ask that they apply on our website using this link: Community Response Volunteers.

“Following their application, we will contact them and ask for the necessary information we need in order to be able to conduct a DBS check and to ensure that they have received training/guidance on what to expect with being a Community Volunteer.

“If anyone would like to know more, they can email us at: info@volunteeringdorset.org.uk, or call us in the office on 01305 269214.”

Are there any services that that assist you well in your role?

“I work alongside a lot of services because my role is very much the link between the patient and community services. I bring in whatever is needed to assist the patient and their carer.

“I regularly work alongside the Patient Advice and Liaison Service (PALS), Help and Kindness, carers support services and I also work very closely with First Point, and the local PCNs.”