Name: Lindsay Campbell
Pronouns: She/Her
Title & Department: Co-President, Association of Volunteers – Volunteer Services
On the WCH team for (eg. 5 years): 10 years
How do you feel your feedback can contribute to the betterment of WCH?
As volunteers, we often observe patient flow in many clinics so we can add insight into things like which waiting rooms are too small, what patients need the most support, and ways we can help staff and physicians. Our feedback from a bird’s eye view of the hospital, or at least the area you are in that day, can help inform improvements to certain systems, flows and patient experience at WCH.
How do you feel the volunteer team has worked to improve over the last year? Are there specific examples you can think of?
During the pandemic, the hospital introduced changes to volunteer practices to keep us safe during our volunteer work. This looked like including the volunteers in all the IPC (Infection Preventions and Control) meetings & protocols, mask fit testing, and other safety practices. WCH ensured that training and safety measures were provided, and that we were included in the ongoing work. The hospital needed to be prepared to support us in coming back.
We are also still working out how our volunteer team structure can function, including adding leadership roles to the team. Now, people who have been volunteering for some time are identified to be mentors to our junior volunteers – this adds a level of security to new volunteers who might not know who to go to with any issues that might arise.
Why do you think it’s important for people at WCH to complete this year’s Volunteer Engagement and Demographic Survey?
There are issues that are small, but now with the opportunity to provide our feedback, we are able to voice them and potentially have them rectified. For example, if someone calls in sick, how do we overcome that? The upcoming Volunteer Engagement Survey can help us to fill in those gaps that we will need to work through with departmental managers.
In the past, we were given the opportunity to participate in the anti-Black racism and Pavros surveys as well as focus groups which was very much appreciated. As volunteers, we love the opportunity to give our feedback as it really emphasizes how important we are to the hospital ecosystem. Since the onset of the pandemic, we were one of the only hospitals to start bringing volunteers back. We felt very included by WCH leadership, we were invited into Town Halls, and we felt cemented as part of the hospital team. The more we feel like the larger team, the more we will want to give feedback, and know it will be listened to, and appreciated.
The same can be said the other way – this is an opportunity for us to show we care so that we continue to be a valued part of the hospital.
What do you think has most impacted the culture at Women’s over the last 18 months?
Navigating the pandemic and its many requirements and adjustments to the way patient care is delivered – we have really innovated when it comes to providing virtual care, for example.
We have also developed a focus on marginalized communities, equity, and access. I feel our leadership team has made this happen. We are very aware that women have been a marginalized group and we have broadened that to bridge the gaps for other equity deserving communities as the world progresses. We have a leadership team that is united in being totally inclusive – this is indicative of a changing world around us, and the always changing demographic of our catchment area.
Learn more about how your Feedback Drives Change at our Web Hub!