This National Volunteer Week, we’re celebrating the heart of our hospitals – our volunteers. Among them is Lorraine Douthett, a warm and thoughtful presence in our Intensive Care Unit (ICU), whose quiet support helps families navigate the challenges of having a loved one in critical care.
Lorraine retired three years ago after a long career in customer facing administration, including time spent on the front line of a hospital ward. “I’ve always enjoyed interacting with people,” she says. “After retiring, I wanted to stay active and give back in a meaningful way.”
Her motivation to volunteer in hospital settings is deeply personal. “When my children were young, I was in a serious car accident and spent more than three months in hospital. The care and support I received left a lasting impression. Volunteering felt like the right way to repay that kindness.”
Now, as a volunteer in ICU, Lorraine works closely with the family and friends of critically ill patients. “Almost all my contact is with visitors. I do what I can to ease their stress, from making a cup of tea, to offering a kind word, or helping them understand what’s happening.”
It’s often the smallest gestures that have the biggest impact. Lorraine recalls a recent shift when a woman arrived in ICU to see her husband, who had been flown in overnight. “She was exhausted, emotional and completely overwhelmed. I spent time helping her get her bearings and trying to bring a little calm to the chaos.”
Later that day, the woman returned with a smile – and a coffee. “She said thank you for helping her through those first tough hours. It was such a simple gesture, but it meant the world to me. I went home smiling.”
Volunteering, Lorraine says, gives her a deep sense of fulfilment. “Each week I leave the hospital knowing I’ve made someone’s day just a little easier. It’s incredibly rewarding.”
ICU Nurse Manager Stephen James says volunteers like Lorraine are an essential part of the team. “Their kindness, patience, and dedication shine through in everything they do,” he says. “They generously give their time to support our staff and play a vital role in creating a compassionate, welcoming environment for our visitors. Whether it’s helping with tasks or simply offering a friendly face at reception, they go above and beyond every day. We truly couldn’t do this without them.”
Loraine’s advice for anyone considering volunteering? “Do it. You’ll get so much more out of it than you could imagine.”
Thank you, Lorraine, for your empathy and the quiet strength you bring to ICU. Your kindness helps lighten the load for so many whānau when they need it most.
If you’d like to Volunteer with us we’d love to hear from you.