The fast-paced energy of Niagara Health's Emergency Departments faced some challenges with the launch of a new Hospital Information System (HIS) this month, but a dedicated group of volunteers stepped up to provide invaluable support as teams adapted.
One of these volunteers is Leticia Briones, a fourth-year Brock University student and aspiring healthcare professional. Volunteering with Niagara Health for over a year, she recently took on a new role in the ED at the Marotta Family Hospital, supporting patients and families during this transformative time.
A volunteer’s perspective
“It was hectic,” Briones reflects on the intense pace of HIS go-live week. Yet, even during the busiest moments, she knew her presence was making a difference, doing everything she could to ease patients' stress and confusion.
For Briones, volunteering isn’t just about giving back — it's a chance to make a real difference and learn along the way.
"I love helping people; that's my main thing," she says with a bright smile. "Even if it's something as small as helping with parking tickets, it feels good knowing I’m making someone’s day easier.”
One of the highlights of her role is having the chance to interact with the diverse healthcare staff.
"From clerks to nurses and doctors to janitors, everyone plays a role in keeping the hospital running smoothly," Briones notes. "It's been inspiring to see how they all work together, each person contributing to a larger picture of care."
Volunteers: A vital resource
Regardless of a new HIS system or not, volunteers are key to a better patient and family experience.
“Welcoming our patients and families at the front door with a kind smile, attention and a genuine interest to help, volunteers are often the first contact people have when they walk through the door,” says Phillip Valvasori, Manager of Patient Experience, Engagement and Volunteer Resources.
Embedded throughout the organization, in clinics, waiting areas, and special programs, volunteers offer warmth, a willingness to listen, compassion and a calming presence. They are also incredibly knowledgeable and supportive in navigating the hospital and ensuring patients get to where they need to go for their appointments and care.
He said volunteers answered when his team put out the call for extra help in the EDs during the HIS transition. They knew it would be challenging, and he was moved by how many people put their hands up to take on extra volunteer shifts.
“Volunteers are essential in helping our patients and families feel heard and supported. It is an honour to work with this team and see the immense impact they have,” says Valvasori.
For Niagara Health, volunteers like Briones are a testament to the strength of community and the power of teamwork.
Briones is excited to continue her volunteer journey, seeing her time in the ED as an important stepping-stone toward her ultimate goal of pursuing family medicine with a specialization in genetics.
"When visitors express their gratitude for my help, it’s incredibly reassuring to know that I’m doing something right. It’s a comforting feeling and makes me think that this is the right path for me,” she says.
“It’s such a sweet and heartwarming experience."
