A day the life of a Step-Down volunteer: Meet Mohammad!

"A typical day starts with greeting patients with a smile and checking in on how they’re feeling. I work alongside the care support worker to make sure I understand any updates or patient preferences for the day.

My supervisor usually lets patients know in advance, one or two days before so they have time to think about activities they’d like to do. If they don’t have a preference, I chat with my supervisor to come up with ideas. We do everything from Jenga and card games to painting or just having a chat. Some patients enjoy group sessions, while others prefer one-on-one time, and I always respect their choice and go at their pace.

Sometimes, it’s not about the activities at all and it’s just about being there. Some patients enjoy talking about their day, while others appreciate quiet company, and I’ve learned that even small interactions, like sharing a cup of tea or listening to someone’s story, can make a big difference.

Beyond activities, I also help patients connect with resources that matter to them. For example, I once supported a patient in finding a charity that aligned with his faith and cultural background, making sure he felt supported in a way that was meaningful to him.

At the end of the day, I always take a moment to reflect on these small but powerful moments as they are the ones that remind me why I do this."

"One key skill I’ve developed is active listening and emotional intelligence really understanding people, especially when they may not have the words to express what they need. In other jobs, like customer service, people usually know exactly what they want, but here, it’s different. Patients are often facing challenges, and sometimes, they just need someone to listen without rushing in to “fix” things.

I’ve become better at reading between the lines, paying attention to body language, emotions, and what’s left unsaid. I’ve learned how to create a space where people feel comfortable opening up, and instead of assuming what might help, I’ve learned to ask, listen, and support them in a way that actually makes a difference.

This experience has made me feel more confident working with people in vulnerable situations, and I know it’s something that will stay with me no matter what role I step into next. At the end of the day, it’s about trust, connection, and meeting people where they are."

"Volunteering has given me so much more than just experience and it’s built my confidence and really shown me what it means to support people in a meaningful way. Every day, I’ve learned how to be more patient, how to listen better, and how to make sure people feel heard and valued.

Through the VtC programme, I got the experience I needed to take the next step, and it’s made such a difference. I ended up securing a part-time carer role, which is exactly what I was hoping for. Without volunteering, I don’t think I would have felt as ready to step into that kind of job.

More than anything, this experience has confirmed that healthcare is where I belong."

"There was a patient who needed clothes but wasn’t sure where to turn for support. He wanted clothing that reflected his cultural and religious identity. With my supervisor’s help, we found a charity that could provide him with what he needed in a way that respected his beliefs and dignity.

When he received the clothes, the relief on his face said it all. It wasn’t just about the items, it was about knowing that someone understood his needs and cared enough to help. And for me that moment really stuck with me because it showed how even small actions, like listening and finding the right support, can make a big difference in someone’s life."

"Rewarding, impactful, educational."