A day in the life of a St Charles care support and CMH Volunteer: Meet Julia

Morning at St Charles: Getting the Day Started

When I arrive St Charles, I would straight check in with the team and start my day by chatting with patients. Some patients were eager to talk, sharing how they were feeling, while others just appreciated having someone sit with them for a bit. If anything, concerning came up, I would flag it to the staff, but often, just being present and listening made a big difference. From there, I would help with small but important tasks, guiding patients to different areas, reminding them about activities, and assisting with things like laundry, making a cup of tea, etc.

During lunchtimes is always a busy part of the day. I helped record patients' meal choices, made sure they got their food. Some patients had questions, like whether they could have extra portions, and I supported them in a way that felt natural and engaging, creating a positive, social atmosphere.

Then during the afternoons would engage in activities that involved group sessions, which could be music, movement, or art-based activities. These were always a highlight - not just for patients, but for me as well! I helped set up, encouraged patients to take part, and offered support if anyone became overwhelmed or emotional. Some moments were incredibly moving, like when a patient who had been withdrawn all day suddenly lit up while playing an instrument or engaging in conversation.

Throughout the day, I would also do patient safety checks observing how people were doing, whether they seemed engaged, withdrawn, or distressed, and making sure to raise anything important to the staff.

At community mental health Hathaway House:

At CMH Hathaway House, my role was different but just as meaningful. My main task was conducting Friends and Family Test (FFT) surveys, so it was approaching patients in a friendly, non-intrusive way to ask about their experiences with the service.

One strategy that worked well was starting with a patient who seemed open and approachable - someone who looked comfortable and not withdrawn. This often set the tone for the others nearby. Once the first person agreed, I noticed that patients who initially seemed more hesitant or down would then say yes too. It was a great way to encourage participation without making anyone feel pressured.

If a patient had language or reading barriers, I would help guide them through the survey. Many had valuable feedback, and it felt great knowing their voices were being heard. Sometimes, the responses were tough to hear, patients expressing frustration or sadness, but knowing that their input could lead to positive changes made the process feel worthwhile.

Every Thursday, I also attended Therapy Hub virtual meetings, where I observed how professionals discussed different approaches to mental health care, treatment plans, and patient progress. It was fascinating to see how decisions were made and what factors were considered when referring patients to different services.

At St Charles, I’ve learned to be open-minded and compassionate in ways I hadn’t fully understood before. One day, while walking down the street, I saw someone in visible distress, talking to someone who wasn’t there. It immediately reminded me of many patients I’ve met on the ward, people who sometimes become agitated or withdrawn, not because they want to be, but because they feel fearful, overwhelmed, or misunderstood. It made me realise that you can’t judge someone’s story by a single moment. Whether a person seems restless, quiet, or disengaged, there is always more beneath the surface.

At CMH, when I first started conducting Friends and Family Test (FFT) surveys, I felt like a salesperson, like I was trying to "get something" from people. But, I realised it wasn’t about collecting responses; it was about giving people a voice. Many patients shared powerful feedback, and some even had personal realisations that helped shape their care. That shift in perspective, from taking to giving helped me develop the ability to build trust, encourage openness, and truly listen.

Volunteering has completely changed my perspective on mental health. It has taught me that every person’s experience is unique, and you can’t make assumptions about what someone is going through. The most important thing is to approach each situation with an open mind, empathy, and a genuine desire to help. I’ve also learned that you don’t need to be a psychologist or therapist to make a difference. Small actions such as, making eye contact, offering a kind word, or simply being present can brighten someone’s day. Mental health should never be met with stigma or fear.

It’s like seeing someone physically injured, you wouldn’t walk past them without offering help. Mental health struggles deserve the same compassion and care, as just because you can’t always see the wounds doesn’t mean they aren’t there.

One of the most memorable moments for me was at St Charles when I met a gentleman in a wheelchair who was struggling with mobility issues and low mood. He had been feeling disconnected and wasn’t engaging much in activities. The Occupational Therapist, Music Therapist, and I discussed ways to make him more comfortable and encourage him to participate.

During a music therapy session, with some encouragement, he decided to give it a try. As soon as he started playing, something changed, his entire demeanour lit up. He took over the piano, started singing, and completely transformed into a different person.

The room was silent, except for his voice and the music. Staff and other patients listened intently, and some even started crying because the song was about his personal experiences. Seeing him reconnect with something that brought him joy, and witnessing the emotional impact it had on those around him, was incredible. It reminded me that sometimes, making a difference isn’t about fixing something, it’s about creating opportunities for people to heal in their own way.

Volunteering has been a huge learning experience, it giving me insight into mental health care and what it’s like to support people in different situations. I’ve had the chance as a volunteer to observe professionals in action, whether it’s nurses, movement therapists, art therapists, psychologists, or doctors. Being in this environment has helped me understand how different mental health presentations appear in real life, from psychosis and aggression to withdrawal and eating disorders.

I’ve also been able to build trust with patients, read about their backgrounds, and see how their experiences shape their needs. By attending meetings and discussions on diagnosis and treatment plans, I’ve gained a deeper understanding of how mental health care operates at different levels. This has helped me clarify what career path I want to take, and I feel much more prepared for the future.

Transformative, Rewarding, Compassionate.