Personal touch puts visitors at ease

North Shore Hospital volunteer Bobby Glover says she enjoys being able to assist visitors. Photo / Kenny Rodger

Hospitals are daunting enough without having to negotiate your way through them.

The volunteers in green coats, who gently point people in the right direction, or who accompany them in the lift, can put nervous visitors at ease.

Bobby Glover is one of North Shore Hospital's founding Greencoats.

The voluntary brigade was established when the hospital was being refurbished seven years ago.

Before then a series of painted lines on the floor guided people in the right direction. The refurbishment meant this was no longer possible, so the Greencoats were brought in to help visitors navigate the building.

Mrs Glover, from Browns Bay, saw an advertisement calling for volunteers just as she had decided she would like to start giving something back to her community.

While the service was only intended to run until the refurbishment was complete, the volunteers were so popular the hospital decided to keep them on - and the concept spread through other Auckland hospitals.

It suits Bobby - she said her four-hour shift at the hospital every fortnight was her way of taking a break from her job as an account supervisor and she felt it made a difference.

"I love the buzz, I love being able to help people," she said.

Many visitors arrived at the hospital stressed and nervous, she said. When dealing with so many emotions it was difficult to take directions - having a Greencoat say "follow me" or accompanying them in the lift can make all the difference, Bobby said.

"I honestly think it's really worthwhile, otherwise I wouldn't be doing it. It's about being pleasant to people or holding someone's hand if they're scared of travelling in the lift," she said.

North Shore Hospital quality manager Maureen Lee said the Greencoats were an invaluable part of the hospital and they felt lucky to have them. She said of Bobby: "We just think she's wonderful. She embodies everything we love about our volunteers - friendly, warm and welcoming to our patients and visitors."