Publish date: 2 June 2025
Volunteering at West London NHS Trust in numbers
Did you know last year, 160 volunteers gave an incredible 4,000 hours of service, supporting patients 4,010 times and helping staff 4,516 times?
This Volunteers’ Week, we are shining a spotlight on ‘Open Minds’, an inclusive programme for West London volunteers with Special Educational Needs and Disabilities (SEND). The programme has helped to renew hope and confidence in ‘Mystery Caller’ volunteer, Lisa Powers, and she shares her experience to inspire other individuals to volunteer.
Lisa Powers, Mystery Caller Volunteer
“I first met my mentor Paula through the NHS SEND Mentoring and Volunteering programme (known as Open Minds) in January 2025, where she explained the aim of the programme and the type of support and volunteer opportunities available.
“I had been out of work for quite some time due to my health conditions, and for over 30 years I had only ever worked in a social care environment. I felt like a one-trick pony when it came to employment, and I could no longer do that trick. I was struggling with my confidence, in my physical abilities, employability, and understanding my transferable skills, so the ‘Mystery caller’ volunteer role felt like a realistic opportunity for me to work on those issues. The volunteer role in the Trust Human Resources team helps maintain and improve our service quality and involves making random, simple telephone calls to assess the responsiveness, professionalism, and effectiveness of our people service.
“I started my first volunteering role in February as a mystery caller for West London NHS Trust. Paula and I discussed and set realistic commitments for two hours twice a week, and she supported me in understanding the needs of the role. We also discussed my employment and informal work history and experiences. This really helped me to realise that I do have a wealth of experience and transferable skills and that I can still learn new skills.
“Everyone I have met through this programme has been so supportive and encouraging, and it’s given me a much-needed boost in confidence. I have even secured a new volunteer role with the Trust, which I am really looking forward to. This also makes me hopeful that in the future, there may be opportunities for employed roles within the trust.
“The Open Minds programme has truly been a lifeline to me and given me back a sense of purpose and hope for my future. I am extremely grateful to have been part of it and want to thank everyone involved, but especially my mentor Paula. I hope that you know what a difference you and programmes like this make.”
Paula Martin, SEND volunteer mentor
“In January 2025, I proudly joined Open Minds. The goal is to create a more inclusive environment that uplifts individuals of all abilities. One of my first mentees, Lisa, brought a wealth of experience as a carer but had been out of work for several years due to health challenges. Her ambition was to re-enter the healthcare sector in an administrative role.
“Together with the Shaw Trust Support Manager, we explored suitable NHS roles and identified opportunities that matched her skills. With support from Rashpal and the Volunteer Services team, we secured a tailored volunteering opportunity for Lisa as a ‘Mystery Caller,’—a perfect stepping stone into her journey.
“I’m thrilled to share that Lisa has now progressed to a Recruitment Support Volunteer role. Her story is a testament to the power of inclusive mentoring and the incredible potential that can be unlocked when we work together.”
About Shaw Trust
Shaw Trust has been successfully delivering the NHS Mentoring and Volunteering Programme (known as Open Minds) since September 2023 and currently operates in five NHS Trusts across West London, including West London NHS Trust.
Their primary objective is to foster the inclusion of volunteers with SEND within the NHS. Their aim is to create an inclusive environment where volunteers can thrive and contribute meaningfully. Through quality coaching, active listening, a solution-focused approach, they aim to maximise learning and develop opportunities for our volunteers, ultimately enhancing their experience and contribution to the NHS and the patients’ experience.