At a time when emergency departments across Ontario are experiencing high demand, Queensway Carleton Hospital (QCH) introduced a new volunteer role in its Emergency Department (ED). ED volunteers play a vital role in supporting staff and creating a welcoming environment for patients and families. Their contributions allow clinical teams to focus on care while helping patients feel informed, reassured and supported throughout their visit.
“It brings a strong human element to the care experience. Our volunteers are members of the community who are there to support patients and families during moments that can be overwhelming or uncertain,” said Michael Garlick, Supervisor of Volunteer Resources at QCH.
Stationed near triage and registration, volunteers help patients navigate the ED by answering questions, providing directions, assisting with wheelchairs, and offering reassurance. Their presence contributes to a calmer and more positive experience for patients and families.
Volunteers have made a difference in many patients’ experiences. One young patient, Sarah, arrived at the ED alone and was anxious about returning to the waiting area. A volunteer guided her back to the department, ensuring she felt safe and supported until she was seen by the care team. In another instance, a mother brought in her one-year-old baby. A volunteer arranged for them to be moved to a quieter room, provided refreshments, and made sure staff would personally notify them when it was the baby’s turn, helping both the mother and her child feel more comfortable during the wait.
“Sometimes, simply taking the time to listen and guide someone is all it takes to ensure they get the care they need. This role gives you a chance to support others while learning valuable skills yourself. It’s rewarding every shift,” said Bev, an ED volunteer.
QCH’s Emergency Department is a very busy department, seeing over 80,000 patients each year in half the physical space of other EDs with the same volume of people. QCH is a fast-growing catchment area that already serves roughly 500,000 people, or half of Ottawa’s population. Initiatives like this ED volunteer program help the department operate as efficiently as possible, while still maintaining the warmth and friendliness that QCH is known for.