A patient is new to the NCT Heidelberg; she made an appointment by phone, but now she is standing in front of the building for the first time and does not know where to go. She has a thousand things and questions about her disease on her mind. She feels insecure and would like to leave again. But then, a friendly woman approaches her directly behind the main entrance: "Do you have a question? Can I help you?" The patient is relieved: "Oh yes, this is my first time here, and everything is a bit too much for me right now. Where do I have to go for my appointment? What will happen there, who will treat me?" The friendly woman escorts her into the building. "Come with me; I'll be happy to help you. I'm a volunteer guide." Scenes like or similar to this have been happening at the NCT Heidelberg for five years now.
The guide program, which was founded in 2018, often provides the first point of contact for patients finding their way through this challenging situation. The guides help patients orient themselves at the NCT Heidelberg building and the neighboring clinics in Neuenheimer Feld. They listen to the patient's concerns and, if necessary, provide information about the counseling services. In 2023, the guide program at the NCT Heidelberg celebrates its fifth anniversary.
Currently, the volunteer team of Heidelberg NCT guides consists of ten helpers, who can be recognized by the cheerful green buttons they wear on their clothing. For the past two years, the guides have been working in two shifts from 8 a.m. to 1 p.m. Originally, the guide program was organized in one shift from 9 a.m. to noon. At least one guide is always on duty. If they are currently accompanying patients in the building, the staff at the reception desk coordinate other patient requests. Patients who would like to be individually and personally accompanied by a guide on the day of their NCT visit can register by phone or e-mail before their treatment.
The guide program at the NCT Heidelberg was initiated jointly by the NCT Patient Advisory Board and the Heidelberg Self-Help Office at the suggestion of former NCT patient Vanessa Weil.
Anne Müller is a full-time representative for self-help at the NCT Heidelberg and coordinates the guide program. She says: "The willingness of the guides to help is very high, so there is rarely a shortage of helping hands." As the head of a self-help group, Anne Müller knows about the worries, hardships, and insecurities of NCT visitors: "It is stressful enough to come to the NCT Heidelberg as an affected person, so we want to provide concrete help with the organizational issues at least." As the coordinator, she works closely with the hospital's counseling services and medical staff. "By now, the pilot service has really established itself and is considered an integral part of the NCT Heidelberg," says Anne Müller.
Edith Koch, a former long-time employee of the University Eye Hospital, has been a volunteer guide for three years now, confirms this: "The nursing staff sometimes contact us directly if we can help patients. Thus, the control centers also feel relief through our work." Edith Koch experienced the challenges of the Corona pandemic in particular in recent years: "Due to the strict coronavirus precautionary measures, we were unfortunately not allowed to let the escorts into the building with us when we received the patients. This was very difficult for all of us, as relatives were very worried and wanted to help." But even this emotional burden could not deter the retiree, and she helped wherever possible. "Especially during this time, those affected were very grateful to have a companion and contact person and not to feel left alone," says Edith Koch.
The work of the guides at the NCT Heidelberg is characterized by their conviction and joy in their volunteering function. The guides are a colorful mix of retirees, students, and former patients. For them, it is a matter of the heart to stand by cancer patients and their families during a difficult time. Edith Koch describes her motivation: "We as pilots also see our voluntary work as enrichment. The direct contact with the people we accompany gives us a lot in return. We like to help, and we feel the gratitude shown to us."
Where can I find the guides?
Mondays to Fridays from 8 a.m. to 1 p.m. at the reception desk of the National Center for Tumor Diseases (NCT) Heidelberg.
How can I contact the guides?
Phone: 06221 56-32835
E-mail: nct.lotse@med.uni-heidelberg.de
You can find more information here.