'The hospital is a big, bewildering place'

"A lot of people come in and they are confused. It is a big, bewildering place."

These are the words of Gordon Evans talking to BBC Radio WM about his volunteering role at Birmingham's Queen Elizabeth (QE) Hospital, which is celebrating it's 15th anniversary.

Mr Evans, who has been a QE volunteer for 14 years, says he enjoys reassuring people in navigating the hospital's large site.

The BBC visited the hospital, built at a cost of £545m site and opened on 16 June, 2010, to cover the milestone day.

Mr Evans told BBC Radio WM that despite receiving details on appointment letters, patients often find the size of the Edgbaston site baffling, with the Heritage building the most difficult to find.

"They come through the door and look up at the sky and think right away they need help," he said.

"The most satisfying part of the job is calming people down and reassuring them they are okay now and they are going to be taken to the proper clinic without any problems."

University Hospitals Birmingham NHS Foundation Trust (UHB) said it was "immensely grateful" for the contributions of volunteers.

"At the Queen Elizabeth Hospital Birmingham, we are incredibly proud of our 211 volunteers who bring kindness and dedication to every corner of our hospital," a spokesperson said.

"From supporting patients on the wards with drinks, meals, and companionship, to guiding visitors as welcomers at our entrances and outpatient departments - their presence makes a meaningful difference every day."

Recent initiatives include a trolley service offering snacks, books and magazines and new volunteer roles developed after feedback from patients, the trust added.

Meanwhile, former patient Malala Yousafzai has sent a video birthday message to staff.

The women's rights campaigner and Nobel Peace Prize recipient underwent cranial surgery at the hospital in 2013, after being shot on a school bus in Pakistan, aged 15.

"I am so grateful to all the doctors, nurses and staff members who looked after me and I want to thank you all for the service that you do for the community," she said in her message.

As part of the BBC's anniversary coverage, staff at the Royal Centre for Defence Medicine, which has been based at the QE since 2010, have described how surgical skills developed in war zones are routinely being used to treat gun and knife crime victims.

Mr Evans, who used to run a construction firm, decided to volunteer while in the hospital himself for an operation.

"I was in the cut and thrust of construction for about 50 years... when I came out I applied to be a volunteer and here I am still doing it," he said.

"It's nice to meet people and get a good smile for your efforts, that's the biggest reward."

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