A Story of Friendship
The Hemodialysis Unit at St. Joseph's Healthcare Hamilton was providing care for a young refugee patient who had recently arrived in Canada from a war torn country. Initially she was very frail and quite unwell. She did not speak any English or French and it was very challenging to communicate with her.
She was living with family and had some community contacts here but they usually did not accompany her to her dialysis treatments at the Charlton Campus. She would often spend the many hours her treatment, alone and isolated, resting with a blanket completely covering her head. The dialysis team was saddened by the inability to communicate and engage with their patient. Everyone wanted to help her but didn’t know where to begin.
A happenstance conversation with Heather McConnell from Volunteer Resources at St. Joe’s sparked an idea to develop a unique opportunity for St. Joe’s committed team of volunteers. Soon it was discovered that two dedicated young volunteers spoke Arabic, the patient’s language, and came forward to offer help. The volunteers Meena and Manar met with the Manager of the Hemodialysis Unit to learn more about the patient and staff concerns.
Meena and Manar created a picture board and a set of flash cards of common English words that would help the patient navigate in her new city and explore her new world a bit more safely. The volunteers also taught her some common medical words, feelings and symptoms, so the medical team could provide more comprehensive and patient-centred care for the patient. With the ongoing support of the Hemodialysis staff, these volunteers were able to come and sit with her during her dialysis treatments, teach her some English, converse together in Arabic and be company for her.
A few months later staff heard the most wonderful sound coming from their patient’s room; laughter, that universal sound of joy and happiness. The patient still has a very long road ahead. She is in a new environment with a complicated illness that requires her to navigate a challenging hospital system, but thanks to the wonderful work of the volunteers at St. Joe’s, she is less isolated. She feels more supported, is learning English, and has met some new friends.
Volunteers play a pivotal role in the Dialysis Unit. They provide assistance to nursing and technical staff and help and comfort to all patients. The volunteers are viewed as team members in the Dialysis Unit providing a unique service that all patients and staff welcome. Meena and Manar particularly illustrated the value of connection and communication, and just how important that is to the care we deliver.
Submitted by: H. McConnell & N. Hemrica