Shropshire volunteers go the extra mile to support hospital patients

The programme, a collaboration between The Shrewsbury and Telford Hospital NHS Trust (SaTH) and the national charity Helpforce, has successfully demonstrated how community-led support can significantly relieve pressure on overstretched NHS services while improving the patient experience.

One individual whose life has been profoundly impacted is 51-year-old Niccola Bardi, from Newport. Suffering from a genetic condition known as polycystic kidney disease, Niccola requires dialysis three times a week—a grueling four-hour process that leaves her physically and emotionally drained.

Previously reliant on high-demand ambulance services, she often faced long waits at either end of her treatment, adding hours of exhaustion to an already difficult schedule. Since switching to the volunteer service, she has found the reliability and the presence of a friendly, familiar face to be life-changing, noting that the kindness of the drivers helps alleviate the immense stress of her ongoing treatment.

An evaluation conducted by Helpforce over a six-month period highlights the efficiency of the Volunteer Discharge Driver Service. During this time, 17 volunteers completed more than 660 journeys across the county, ensuring that 98% of supported patients were collected within 30 minutes of their discharge.

This rapid response has drastically improved the flow of patients through both the Royal Shrewsbury Hospital and Telford’s Princess Royal Hospital. Beyond the logistical benefits, the financial impact is stark; data suggests the service saved the Trust over £86,000 in costs that would have otherwise been spent on private taxis or dedicated hospital transport.

The service extends well beyond simple transportation. Volunteers often deliver vital medications, equipment, and discharge letters directly to patients’ homes. Furthermore, a ‘settling in’ service ensures that vulnerable individuals have the basics they need, such as checking that the heating is functioning and that there is food in the fridge.

Claire Ashton, a 74-year-old former police officer and volunteer, explained that ensuring a patient is truly okay before she leaves provides a deep sense of personal satisfaction, describing the role as a ‘two-way street’ that benefits both the driver and the passenger.

Maeve Hully, Director of Volunteering at Helpforce, praised the diverse team of volunteers who have stepped up to support their local NHS. She noted that for many, especially those without family nearby, the transition from hospital to home can be an incredibly anxious period. The scheme’s success in reducing this anxiety—with over 90% of patients reporting they felt more at ease—has led Helpforce to champion the model nationally, with other NHS trusts now looking to replicate the Shropshire success story.

Julia Clarke, Director of Public Participation at SaTH, welcomed the positive evaluation, noting that the volunteers quite literally go the extra mile for the community. By handling non-emergency transport and outpatient appointments, the volunteers allow the Trust’s core transport provision to focus on patients with the most complex medical needs. As the scheme continues to grow, it stands as a testament to the power of local partnership in securing both the health and the heart of the historic Shropshire community.