Volunteer Spotlight: A New Perspective
16th January, 2025
Steve shares how his experience as a patient brought a new dimension to his volunteering.
During the last almost four years of volunteering at Moorfields Eye Hospital, I have had contact with thousands of patients and carers. I volunteer at the front entrance at Moorfields City Road, where my primary role is to help anyone who is lost or doesn’t know where to go for their appointment. I enjoy the opportunity to help people – it’s not only guiding them to the correct clinic for their appointment, but chatting with them as well. I always take delight in meeting someone who enquires about where I’m from (Australia), particularly those patients who ask, “Where in Brisbane are you from?” – I never realised Australian accents were that different based on location!
Some patients are what I call “frequent flyers” – that is, they have been to Moorfields many times and are comfortable with where they need to go, and also with what is going to happen when they see the clinical staff. Some patients are not so confident, but we get them to where they need to be. Some will be experiencing a degree of anxiety, especially if they are due to have a surgical procedure. I assure patients who walk through the door feeling anxious that there’s no reason to be concerned, because the staff at Moorfields are fantastic.
Who would have thought that I was to become one of those patients!
I thought I had my nerves under control, but as my cataract surgery date approached, my anxiety levels rose. I had heard about the handholding service delivered by my fellow Friends of Moorfields volunteers, and the week prior to surgery, I asked if I could have a handholder.
After arriving at the clinic and being admitted by the wonderful hospital staff, I was warmly greeted by Parul, who is a volunteer handholder. She stayed with me for the entire surgery, although I don’t remember much after being moved into theatre. While I waited, Parul and I had a chat about anything and everything. She showed a genuine interest in my life without prying. She has a very special skill to put you at ease and make you totally forget any anxieties. In fact, the whole team were great, from the moment I arrived at the Sedgwick ward reception through to the pre-op room where I met the anaesthetic nurse and anaesthetist, right up to when I eventually arrived in the post-op room, where a lovely hot cup of tea was waiting for me. All the clinical staff were very aware that the procedure may be daunting to some, particularly if it’s your first eye surgery.
I am a convert to the value of handholding for patients. My experience was heightened by having someone there who held my hand and reassured me, and the whole thing has given me a new perspective on how a patient who is having eye surgery might feel. Not only can I say (and do say) that Moorfields clinicians are among the best in the world, but I add that I can back that, as I’m living proof. My vision improvement is life changing and it was done at Moorfields City Road.