NARRATOR: In this episode, you'll hear from Pat Pereira and Stephanie Elson ― both volunteers at Mayo Clinic in Florida ― discuss the impact and rewards of donating their time to support staff and patients.

PAT: Stephanie, I am glad to hear that you have decided to become a new volunteer at Mayo Clinic. I've been fortunate enough to be there for 15 years, and it's been a phenomenal experience. You are going to enjoy not only what you do, but you'll also enjoy meeting a lot of the other volunteers and the staff. There are lots of opportunities for that within your job and the entire experience. When I started volunteering, it was interesting. I had just moved to Jacksonville and was talking with a friend, and the friend — lo and behold — he was volunteering at Mayo. He said, "You know, I think it might be something you'd like." So I made arrangements to shadow him and now it's 15 years later.

STEPHANIE: My daughter works at Mayo Clinic, and in her role there, she realized that I could be of service because I was used to volunteering at her school when she was younger. I've done work with my church, volunteer for the food pantry and homeless shelter. When I retired last summer and I wanted to visit her, she said, "Mom, I'm sure they have opportunities for you."

PAT: So she recruited you.

STEPHANIE: Yes, she was my recruiter.

PAT: I started out at the reception desk on the Cardiopulmonary floor. I was checking in the patients on a weekly basis. I did that for 12 years and absolutely loved it. I knew my floor, the staff, the nurses and the doctors — everybody — so well.

When I left my role on the Cardiopulmonary floor, I took a volunteer position in the hospital. It was a brand-new program where the patients were being loaned iPad tablets for the duration of their stay. They and their families could use them. It was amazing. The My Bedside app just tells the patient everything. It's so wonderful about alleviating some of their fears. They open it up, and they can see who their caregivers are.

The other thing I do is work on special projects, which can be a one-and-done thing or it can be something that can take you a week. Here's an example. Last month, some of the nurses got Magnet status, and Magnet status is a big accomplishment. The managing nurses wanted to give them an award. So they had these awards put together with a lanyard for their badges. It took me a week, but I put all those together for all 2,500 of them.

Another special project once every month, or sometimes it goes every other month, we have a build-a-bag. We put together the toiletry bags that are handed out to the patients. Volunteers do things that people aren't aware of.

STEPHANIE: When I got here in October last year during the pandemic, Beth in the Volunteer Office said, "We need surgical liaisons because so many of our volunteers haven't returned." She explained to me that the surgical liaison is that person who would act as a liaison for families who are waiting on their relatives. Their relatives are there for elective surgeries, transplants, whatever it is. But because of COVID-19 restrictions, the families couldn't go back into the postop areas to be with their families and comfort them or make them feel relaxed.

So, I, as a surgical liaison, would be that person going from the waiting room, where the families are nervously and anxiously waiting, to postop and preop areas, where I would get status updates. And these are updates that are real-time.

These people are so welcoming. They're just so anxious to know, and they're so reassured. I love it. I just love what I do. I had no idea I could be such a contributor to people's relaxation. I'm like a yoga specialist.

PAT: I've experienced that from the patient's family point of view, and I so appreciated it.

STEPHANIE: One of the innovative items that was added for patients' relatives was texts or email updates, as well. And that has been a huge help to these families. Every hour, they get an update. And if they do not get the update, they come to us ― the volunteers ― who, like me, are surgical liaisons. It's amazing what Mayo's doing to really comfort the nerves of the patients by using technology.

PAT: Absolutely. I'm sure each week you feel more and more rewarded, and also the staff appreciate you so much. When you ask us what the employees expect from us, what I would want them to think is that our extra set of hands can assist them in fulfilling their mission and doing all that they can do for the patient. We're a part of a team, and I think that's wonderful.

STEPHANIE: One day, I was going into the back in the preop area where they're prepping a patient for surgery, and this gentleman says to me: "Are you able to do a favor for me? My wife's in the waiting room, and she just texted me. She said she needs the keys to the car because I have them, and she wants to go to back to the hotel." I had the keys in my uniform pocket, and I went toward the waiting room area. There were five different people looking around saying: "This lady needs the keys. Her husband's inside, and he's just gone into surgery." I'm like, "Ma'am, here are your keys." She looked at me like she was going to give me a hug, and then I said, "Oh, social distancing." So right there, she was so appreciative.

PAT: A memorable moment. I'm sure that you will have many more.

There are lots of fun things that the patients have said and done, especially when some of them come back and recognize you. A most memorable moment was when I received an Above and Beyond certificate from a patient because I had done something that they felt was extra-special.

I had no idea what that was at the time. It's a certificate you receive, and it just says "Above and Beyond." They describe what you did for them and sign their names. It's kind of like if one of your kids get it, and you put it on the refrigerator

STEPHANIE: I like it. Now I have a goal.

PAT: Good for you. I'm so glad to see to see that you're at Mayo. It seems like you're going to love it, and it can only get better each week.

STEPHANIE: I really like it. Volunteers can have flexible schedules. We can come in one or two days a week, and the team is phenomenal. We feel like we're in a family setting. They've come to realize that we're there to assist them in whatever way. I love all the warmth and the reception from people we're helping and making their lives so much better. I think it's amazing.

PAT: I don't know if all the Mayo Clinic locations have the same color jacket that we do, but a lot of the people — as you're walking through Mayo and all of the buildings — they recognize that teal jacket.

STEPHANIE: That is true.

PAT: Here comes a volunteer.

STEPHANIE: You are right.

PAT: I also found over time that if people are new to Mayo, it can be a little bit challenging. It's different because our delivery system of having everything on one campus or under one roof in our system of being so integrated, it's amazing. My only advice would be to stay patient-focused. You'll be rewarded by seeing that you make a difference in the Mayo experience for patients and, as you are seeing, their families.

STEPHANIE: You know, Pat, it is something I totally enjoy — working with families, the patients, the doctors, the nurses — they're all so very welcoming and treat you with such respect. I felt like I needed to do something, and I asked about whether there's training or courses available for volunteers. I took one of the courses already. This is the medical terminology course because I actually feel like I can do so much more at Mayo, even though I am retired.

PAT: It sounds like you're making the most of your experience at Mayo.

STEPHANIE: I really am.

PAT: It is wonderful for you, and it's also wonderful for Mayo.

STEPHANIE: This made a huge difference in my life — how I can make a difference in other people's lives. I'm really having a good time with it.

NARRATOR: What do you appreciate about our volunteers? Take the time to express your gratitude.