When people arrive on the Inpatient Unit at Willow Wood Hospice, they can feel uncertain, emotional, and unsure of what to expect.
Being greeted by a friendly, reassuring face can make all the difference. That’s where the essential role of our Visitor Liaison Volunteers come in.
Hilary Platt, from Hyde, has been volunteering on the Inpatient Unit since November 2025, working once a week and combining it with her current job. Her role is simple, but incredibly meaningful.
As a Visitor Liaison Volunteer, Hilary is one of the first people patients and families meet when they come onto the unit.
Duties include being a friendly, familiar face; answering the phone, taking messages and directing enquiries to the appropriate hospice team; meeting and greeting visitors and guiding them to where they need to go; and replenishing refreshments in the family lounge.
The role does not involve using a computer, and no previous admin or medical experience is required.
Hilary has worked in a bank and other public-facing customer service roles, which helped her feel confident interacting with people – but she’s clear that formal experience isn’t essential.
“You don’t need to have any particular skills – you just need to be a people’s person and have discretion and empathy. Empathy is very important.”
Although Visitor Liaison Volunteers work independently at their own desk, they are never alone. Hilary is supported by Julie, our Clinical Administrator, as well as the wider Inpatient Unit team.
“You are well supported by Julie and the team who are amazing – they are just down the corridor or a phone call away. The team on the main reception are also very supportive, so you are not alone.”
Volunteers can choose from flexible shifts, either 9am-1pm or 1pm-5pm, making it easier to fit volunteering around work, family or other commitments.
For Hilary, the role is also deeply personal. Having had both her mum and uncle cared for at Willow Wood, volunteering felt like a natural way to give something back.
“Most people have not been to a hospice before so it’s good to put people at ease. I know how that feels because my mum and uncle were both here.
“Since then, I’ve always wanted to do something like this as a way of giving back. I can give my time and hopefully make a difference to other people at what is a difficult time in their lives.”
She describes the role as varied, rewarding, and emotionally fulfilling.
“You feel like you are appreciated and your heart’s full of love that you’re doing something really, really special.”
Visitor Liaison Volunteers play a key role in sensing what families need – whether that’s practical help, a familiar face, or simply space.
“If you think a family member needs help, don’t be afraid to approach. But if you feel like they want to be on their own, it’s alright to leave them on their own.
“Sometimes just saying hello or being there as a familiar face can mean the world to someone.”
If you enjoy working with people, can offer kindness and empathy, and want to make a real difference, the Visitor Liaison Volunteer role could be perfect for you.
To find out more, visit https://willowwood.org.uk/vacancies/volunteer-vacancies/
Your time could help make someone’s hardest day just a little bit easier.
