Hospitable Hands

This program assists in providing a more comfortable experience for our patients by:

• Fostering greater communication between staff and patients
• Providing food and beverages for patients and family members who are waiting for longer periods of time
• Laying out magazines or other reading materials to help pass the time
• Providing personal assistance and direction as patients make their way back to their rooms or throughout the hospital

Opportunities

Duke Clinic 2G -- Endocrinology, Renal Medicine, and Gastroenterology

Working together with the staff, these volunteers are responsible for helping the staff communicate wait times with patients as well as serve as a "host" or "hostess" in three waiting areas provided to our patients.

Volunteers also provide patients with a hospitality cart that is filled with snacks, beverages, and other food items based on the time of day. (During lunch time we provide an opportunity for the patients to purchase sandwiches, etc., from the cart, without having to leave the clinic.)

Volunteers here also play a role in answering non-medical questions that the patients may havem, including "Where are the restrooms?" or "Where is there a good place to eat?"

Urgent Care -- Duke Urgent Care Center and Duke Urgent Care South

These clinics, as well as the Duke Clinic locations currently involved in this program, wish to provide a better experience for their patients.

Volunteers at these urgent care facilities and the Duke Clinic locations play a role in assisting with some or all of the following tasks:

• Greet and welcome patients upon arrival
• Provide instruction about check-in process as needed, and assist patient having difficulty completing intake form
• Ensure patient comfort and safety (provide water, blanket, emesis basin)
• Alert charge nurse about very ill patients, communicate any concerns a patient may have to front desk staff or charge nurse
• Apprise patients of wait time
• Maintain reception area -- organize magazines, monitor for and remove trash
• Distribute activity/coloring books and crayons to children -- engage children in coloring or a movie during long waits
• Assist front desk staff with filing of medical records
• Assist front desk staff with photocopying
• Distribute mail
• Restock supplies at front desk and patient examination rooms

Contact Information

Contact: Tori Young, program coordinator of Volunteer Services
Phone: 919-681-6088
Fax: 919-681-8451
Address: Box 2967, DUMC, Durham, NC 27710
E-mail: tori.young@duke.edu

Other Details

Program location: Duke Clinic, Duke Urgent Care Center, Duke Urgent Care South
Training provided: Volunteer orientation session -- which includes fire and safety, compliance, HIPAA, service recovery, etc. -- and job-specific training
Time commitment: Two to four hours per week, six-month to one-year commitment
Conditions: Must have a friendly personality, be comfortable around people, and be able to multitask