At Hill Country Memorial, the first person to greet a visitor and the last person to send off a patient is often a volunteer.
That’s a wonderful thing, according to Holly Schmidt, Patient Advocate. While fully staffed with professionals, Hill Country Memorial also relies on a strong team of engaged volunteers.
“They add another layer to our patient experience,” Schmidt said. “The greeters escort patients to imaging, the lab, or to OR. They will chat with patients to help them feel at ease. A lot of times people coming in are anxious, so the volunteers help them feel more comfortable.”
In 2021, 91 active volunteers logged nearly 16,000 hours of time. They range in age from 18 to 90, and most are retired. Schmidt said a large number boast professional backgrounds in business, education, or engineering.
“They feel ownership in our organization,” she noted. “Many bring great ideas forward on how to improve our processes. They are really valuable.”
While volunteers often are seen as “the face” of the HCM, many choose to work behind the scenes. There they serve in the business office, perform clerical tasks, update medical records, and assist staff with deliveries. Positions are also available outside the hospital, such as helping out at the HCM Thrift Shop.
Schmidt emphasized that volunteers are more than “chair fillers.” They follow strict guidelines covering employment and privacy, and serve in carefully defined roles.
“We can’t replace a paid position with a volunteer, so volunteers act in a more supportive role,” she explained. “They deliver newspapers, carry samples to the lab, help turn over rooms in ER, or work as transporters, wheeling patients through the hallways.”
Cynthia Lively has been a volunteer for two years. She moved to Fredericksburg with her husband, Monte, and is a fine art photographer. But having grown up with a mother who was a doctor, she spent a lot of time “hanging out” in hospitals and feels comfortable in that environment.
“I love helping people, so I really like the social part of it,” said Lively, who serves as a greeter at registration. “Many come in feeling uncomfortable. If I can make their visit a little more enjoyable by being there to help them, that’s what I want to do.”
Schmidt notes that many of the people who work as volunteers come from professional backgrounds, having held leadership positions in a variety of fields.
“They often bring great ideas forward on how to improve our processes and enhance the customer experience,” Schmidt said. “That is really valuable.”
Paul Hayes is one of those, retiring from the oil and gas industry and moving to Fredericksburg in 2012 with his wife, Pam.
“I came from a professional work environment, so I wanted to volunteer in a similar setting,” Hayes said. “What is more professional than a building full of doctors, nurses, support staff, and administrators?”
While his experience is not in the medical field, Hayes bring an equally valuable perspective to that environment.
“Patient satisfaction is extremely important to this hospital–they’ve earned a lot of awards because they do those things well,” Hayes said. “So when I observe processes that can be improved, I bring them up.”
Both assure others that making the small commitment of time–four hours a week–returns far greater rewards, both to the individual and to the community.
“As a retiree you can either sit at home in your recliner and watch TV, or stay physically and mentally active and get involved in supporting your community by volunteering,” Hayes said.
Lively finds her volunteer work gratifying as well as beneficial.
“It gets me out socially and keeps my brain active,” she said. “Plus I am a productive member of society. When you help others, it helps you and is good for your self-esteem. If I can make someone’s visit a little more enjoyable by being there to help them, that is what I want to do.”
Anyone interested in becoming an HCM volunteer is invited to contact Holly Schmidt at (830) 997-1291 or apply online at <hill-countrymemorial.org>.
All that is required is a background check and commitment to work four hours per week. Schmidt makes sure to place volunteers in an area in which they feel comfortable. But she will find them a place.
“We could not do what we do without our team of volunteers,” Schmidt said. “We appreciate that they not only want to help us, but that they want to be a part of what we are trying to do here.”