OLEAN, NY – Olean General Hospital (OGH), a Kaleida Health Facility, has recently introduced a new volunteer opportunity within the emergency department (ED) designed to enhance the patient experience by acting as a liaison between patient and staff. The ED ambassador will be seen in the waiting area, offering comfort, reassurance, and a helpful presence for patients and families. Mr. Bill has been the first volunteer to fill the role since the inception of the ED ambassador role.

“I’m sort of the welcoming committee,” said Bill, ED ambassador, OGH. “It’s always great to see the reassurance on the faces of patients who are waiting when they realize that someone is here for them. I fill that role.”

After patients are registered, received, and triaged, they may return to the waiting room until they can be seen by a provider. During this time, the ED ambassador is there to greet them, ask if they need anything, and help keep an eye on the waiting area. The program acts as a bridge between the patients and the hospital staff, ensuring that simple needs—like warm blankets or refreshments—can be met when cleared by the clinical team. The ambassadors also play a key role in recognizing any patients who may be displaying escalating or unsafe behavior, adding an extra layer of security to the environment.

Bill, who volunteers regularly in this role, shared a particularly meaningful experience. “A young woman came into the ER alone, visibly upset, and nervous. I could tell she didn’t want to be here. I walked over, reassured her that she was safe and that the staff was here to help. Just knowing someone was there for her made a difference in her experience.”

Volunteering at Olean General Hospital is a rewarding experience, and Bill encourages others to get involved. “This opportunity to volunteer in the ED gives me purpose—something meaningful to look forward to every day that I’m here. I love meeting people, hearing their stories, and being helpful while they’re here.”

The process to become a volunteer at OGH is simple. “Just call Erica in the volunteer office,” Bill said. “Even if you’re not sure where you want to help, there’s a place for everyone.”

Those interested in volunteering at Olean General Hospital can contact Erica Dreher, volunteer services coordinator, at (716) 375-7377 or via email at edreher@ogh.org. “Don’t wait,” added Bill. “You won’t regret getting involved and making a difference!”

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