How Frank helped Joan stay independent – the vital role of a hospice volunteer

At 94, Joan is independent, cheerful and full of life. A patient of Heart of Kent Hospice, Joan was supported by the Welfare Team, including volunteer Frank Harding, whose practical help and calm persistence made a real difference when her independence was suddenly at risk.

Joan has lived a rich and creative life. She worked in clerical roles from the age of 16 before retraining in her early forties to become a primary school teacher, a career she found deeply rewarding. Alongside her working life, she has always been artistic - taking part in amateur dramatics, singing in a choir, performing readings and writing poetry, while also continuing a love of craftwork passed down through her family.

For Joan, being able to stay connected to the outside world is about far more than travel. Her lightweight mobility scooter helps her reach the bus stop, and from there she can get into town, attend hospital appointments and enjoy cherished weekly lunches with her brother. Those journeys help her stay connected to the people and routines that matter most and allow her to continue living with confidence and freedom.

When Joan discovered she needed a permit to take her scooter on the bus, it came as a real shock. The driver on a new route asked to see her permit and without one, she was left behind at the bus stop. For Joan, this was deeply upsetting.

Joan did everything she could to sort it out herself and contacted the bus company to begin the application process. But as the weeks passed, it became clear that getting the permit was not straightforward. That was when Frank stepped in. As a volunteer welfare adviser with Heart of Kent Hospice, Frank gives his time to support people through situations that can feel overwhelming, offering not only practical guidance but reassurance and calm when it is needed most.

“Life is full of ‘red tape’ and navigating that can be very confusing and frustrating. Especially as it meant I couldn’t get out and do my usual activities until the issue had been resolved. Frank made everything simple and easy, and I am so grateful for his time and support,” said Joan.

Frank then helped Joan move the application forward - confirming the process, supporting her with the details the company needed and giving the application the extra nudge required to keep things moving. In the end, the company brought a bus to a stop near Joan’s home so she could demonstrate that she could safely manoeuvre her scooter on and off. She passed, and her permit was issued there and then. For Joan, it meant much more than a piece of paper: it meant keeping her independence. For Frank, it was one more example of why he values his role at the hospice so much - combining practical problem-solving with the chance to make a meaningful difference in someone’s everyday life.

Frank has been a volunteer with the Heart of Kent Hospice for 7 years. He said,

“After a career in finance, my wife and I moved to Tonbridge to be near my daughter and grandchild. I wanted a way of meeting new people, staying productive and contributing to society. Volunteering as a welfare advisor with the Heart of Kent ticked the boxes and I fell on my feet when I joined. I’ve met hundreds of patients, all with an interesting life story. Some with amazing “what happened next” experiences. At the same time, welfare advice can be quite technical, and this satisfies the inner accountant that I will never leave behind.

“It was lovely to meet Joan and help her obtain a permit to use her mobility scooter on a bus. I didn’t know about such things a few weeks ago. Every day is a learning day. It sounds cheesy but it’s true for me as a volunteer with the Hospice.”