From volunteer to role model: Gaitrie’s journey

Before volunteering, I worked in retail. When my child was in the hospital for an extended period, I witnessed the dedication of the entire healthcare team. Their compassion and commitment deeply moved me, and I felt a strong desire to give something back.

Volunteering with CNWL felt like the right path, so I joined as an administrative and reception volunteer at Northwick Park Mental Health. My role involved supporting various teams, and at the time, I saw it as a valuable opportunity to gain experience, develop new skills and make a difference. Since my background was in retail, I knew that volunteering would help me build confidence and understanding in a completely new environment.

Volunteering completely changed the way I see the world and the people in it. It taught me that feeling welcomed, heard, and valued is something we all deserve. Before this experience, I didn’t fully realize how much people’s needs can vary and how important it is to approach every person with understanding and compassion.

Working with people from diverse backgrounds, cultures, and experiences opened my eyes to the different challenge’s individuals face, especially in mental health, where struggles aren’t always visible. I learned that true support isn’t just about what we do but how we show up for people, how we listen, and how we make them feel.

Beyond that, volunteering built my confidence and strengthened my communication skills. It gave me a real sense of purpose and knowing that even in small ways, I was making a difference in someone’s day. That motivation kept me going and inspired me to keep learning and growing.

In 2022, my volunteering journey led me to a full-time job at CNWL, where I was honoured to receive the 'Employee of the Year' award. Then, last year, I won 'Carer Champion Gold Award.' These achievements weren’t just about the awards - they reflected the connections I made, the lessons I learned, and the confidence I gained through giving my time and being part of something bigger.

One of the most powerful moments for me was building positive connections with patients/service user. My role focused on patient experience, and when I saw their smiles and heard them asking for me by name, I knew I was making a difference, just by making them feel valued, whether it was through my friendly demeanor, my warm smile, my encouraging words, my positive attitude, together all of these aspect has contributed to a welcoming atmosphere that made patients feel at ease.

Not all illnesses can be treated with medication alone - sometimes, a connection is just as important. A simple conversation, a listening ear, or a kind word can completely change someone’s day.

There were many patients whom I have connected with. Over time, I learned what made them feel calm, what they enjoyed, and how to engage with them in a way that made them feel comfortable. They loved the amination fish tank in reception, I made sure it was always switched on. It became a conversation starter.

Moving from a volunteer to a full-time staff member was both exciting and rewarding, but it also required confidence and readiness. As a volunteer, I had the chance to assess when I felt prepared to take the next step. Initially, after a few months, I didn’t feel quite ready, so I continued volunteering for seven months. That extra time allowed me to build my skills, confidence, and understanding of the role, which made the transition much smoother when I eventually applied for a paid position.

One thing that surprised me was how much my volunteering experience directly prepared me for the job. I had already developed strong patient engagement skills, improved my communication, and understood the expectations of working in a healthcare setting. Adapting to different environments and whether in wards, reception areas, or engaging with a variety of patients, it gave me a strong foundation that made stepping into full-time work feel natural.

Now, in my current role, I have the privilege of bringing in new volunteers, mentoring them, and sharing my journey with them. I always remind them that, regardless of whether they are in a paid role or volunteering, they are an essential part of the team. In healthcare, we all work together to provide the best possible care for patients, and every contribution matter.

Be open to learning, embrace new challenges, and don’t be afraid to ask for support because volunteering is a space for growth, and no one is expected to know everything from the start. Every experience, no matter how small, helps build your confidence and skills. If something feels unfamiliar or outside your comfort zone, see it as an opportunity to grow, and remember, you’re never alone - there’s always someone willing to support and guide you.

To me, volunteering is a powerful choice because it provides practical experience, helps you build meaningful connections, and allows you to explore different career paths. No matter your background or future goals, the skills and confidence you gain can open doors to exciting opportunities.

Absolutely! I secured my job through volunteering, but at the time, I had to navigate the transition on my own. If the VTC programme had existed, I would have definitely wanted to be part of it. Having structured career support, mentoring, and guidance on applications and interviews would have made my journey even smoother.

After volunteering, I moved into a bank role as an admin receptionist, and now I’m a full-time staff member at Northwick Park Hospital. While volunteering helped me gain the experience and confidence I needed, I know that extra support like the kind VTC offers, would have made the process even easier. It would have given me clearer direction, more confidence, and a network of support to help me take that step.

I always encourage volunteers to make the most of every opportunity, and if a programme like VtC is available, I’d definitely recommend taking full advantage of it!