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Inside BCHS: The moments that matter, honouring volunteers

At Brant Community Healthcare System (BCHS), National Volunteer Week (April 19-25), is a time to recognize a group of individuals who help shape the patient and family experience in meaningful, and lasting ways.

The Oxford Dictionary defines a volunteer as “a person who freely offers to take part in an enterprise or undertake a task”. At BCHS, that definition goes far beyond.

Inside BCHS: The moments that matter, honouring volunteers Back to video

Within the hospital, volunteering is rooted in compassion, kindness, and a deep commitment to community caregiving. Whether assisting patients to appointments, helping families find their way to see loved ones, or simply offering a friendly conversation, volunteers are an essential part of the BCHS experience.

“Our volunteers are more than just people – they are caregivers, supportive team members, and helping hands within BCHS,” says Kari Astles, Senior Coordinator, Volunteer Engagement. “There is nothing more rewarding than seeing our volunteers flourish in their roles and witnessing the impact they have on this community.”

To truly understand this impact, you only need to hear from the volunteers themselves on how much joy their role brings them.

For Margaret McSavage, volunteering is deeply personal. After witnessing the compassionate care her loved ones received at Brantford General Hospital, she felt called to give back.

“In retirement, I wanted to contribute to my community in a meaningful way,” she shares. “Volunteering with the hospital has certainly provided that opportunity.”

Margaret spends her time on a medical ward, where small moments often have the biggest impact.

“Many patients just want someone to talk to and share their stories with,” she explains. “A cheery hello and a smile can make all the difference in someone’s day.”

She adds that volunteering is not always what people expect. “It’s not all sadness. There are many moments filled with happiness and laughter. You build connections, and you leave feeling uplifted.”

For Mohammed Nakhuda, the journey began with a high school co-op placement in a different healthcare setting that opened his eyes to the power of human connection. That experience stayed with him and eventually led him to BCHS.

“Even brief interactions can brighten someone’s day,” he says.

One moment that stood out to Mohammed was escorting a patient from the Emergency Department.

“We spent a few minutes just chatting while waiting for their family. It reminded me that the hospital can feel overwhelming, and sometimes the most important thing we can offer is reassurance and presence – letting patients know they are not alone.”

For Mohammed, volunteering at BCHS leaves him with a sense of fulfillment knowing he is contributing to the care.

“People might be surprised to learn that volunteers actually play an important role in supporting the staff, like nurses and personal support workers, helping things run more smoothly during busy moments,” he shares. “You also develop this deep respect for the healthcare team, recognizing how much patients and staff are managing each day.”

He emphasizes that volunteering doesn’t require clinical expertise and stretches far beyond that.

“You don’t need a medical background to do this work,” he shares. “What matters is showing up with empathy and consistency. Volunteering is as much about learning and growing as it is about helping others, and it is an incredibly rewarding experience.”

Jessica Dowden began her journey a bit differently, as she recently graduated from school completing her master’s degree and found herself navigating through a challenging job market. After attending a local volunteer fair, she was drawn to BCHS and immediately felt a sense of belonging.

“I could tell that BCHS fostered a really friendly and inviting community,” she says. “It gave me the opportunity to contribute, apply my skills, and continue learning.”

Jessica highlights how volunteering creates space for meaningful connection, even in high-stress environments like the Emergency Department. She recalls sitting with a family member and having a simple conversation about everything and anything.

“We didn’t talk about why they were there – and that felt like the whole point,” she says. “Sometimes people just need a moment of normalcy.”

Her experience also speaks to the variety of roles available to volunteers. In addition to supporting clinical areas, Jessica has contributed to Organizational Health and Safety work, applying her academic background in a practical setting.

“It felt familiar and comforting in that I was getting more real-world experience towards my future.”

Jessica adds, “Volunteering has really helped—it gives me a sense of purpose each week and allows me to contribute to something bigger than myself. I’m glad I took the opportunity to try something new.”

David Emsley, who volunteers at The Willett, Paris echoes this sentiment. With a long history of community service, volunteering continues to be a meaningful part of his life in retirement.

“It’s both grounding and inspiring,” he says. “You feel a strong sense of purpose, whether you’re helping patients, supporting staff, or simply being a calm presence or often, a well-needed comic relief.”

David refers to the working environment as welcoming and team oriented.

“Volunteers are genuinely appreciated. There’s a sense of connection with clerks, medical staff and patients,” he shares. “It’s far more uplifting than people expect.”

Sometimes, it’s the simplest gestures that leave the biggest impression. David recalls how offering something as small as a popsicle to a young patient in Urgent Care quickly turned tears into smiles.

“It’s a small act, but it creates a moment of normalcy during a stressful time, and things start to feel a little lighter for both them and their family,” shares David. “Those are the moments that stay with you.”

For David, he encourages the community to get involved and be part of the impact.

“For anyone in the community thinking about volunteering, I can honestly say it’s one of the most rewarding things I’ve chosen to do. You don’t need special skills—just kindness, empathy, and reliability. A four-hour shift can make a real difference, not only for others but for yourself as well.”

For Flory Mae, volunteering has always been a way of life. After moving to Brantford, she actively sought out an opportunity to continue to helping others and found her place at BCHS.

“It makes me happy every time I can help someone,” she says.

She remembers supporting a young patient who felt anxious before their first procedure.

“Just being there talking with this patient, and offering reassurance helped ease their fear,” Flory shares. “That extra feeling of comfort and support changes a patients’ whole experience.”

Like many volunteers, she describes the experience as deeply fulfilling. “After every shift, there’s a smile in my heart. It’s a feeling of gratitude, satisfaction, and purpose.”

Flory adds, “If volunteering is something you want to do, don’t hesitate. Being part of a healthy, safe, and happy community is priceless.”

As BCHS continues to grow, so does the need for passionate individuals who want to make a difference. While the program is steadily rebuilding following the pandemic, there is still a need for more members of the community to get involved.

Whether you’re exploring a future career in healthcare, looking to stay active in retirement, or simply want to give back to the community, volunteering at BCHS offers a unique and rewarding experience.

To join the team, visit bchsys.org/volunteer because sometimes the smallest moments, can make the biggest difference.

Inside BCHS is provided to The Expositor by the Brant Community Healthcare System

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