Volunteer Team Spotlight

Meet the dedicated volunteers who bring kindness, comfort and community to every corner of our hospitals.

Herman Gustafson volunteers in the Lilly Lobby at Falmouth Hospital every Wednesday and Friday—a way of giving back after the hospital saved his life following a serious motorcycle accident.

If you enter through the Lilly Lobby at Falmouth Hospital every Wednesday and Friday, you’ll likely be greeted by volunteer Herman Gustafson at the front desk. He guides visitors, answers questions or escorts patients to their destinations.

Behind his welcoming presence lies a remarkable story of recovery—and a deep appreciation for the care that helped him heal.

In July 2017, Herman’s life changed forever. He was in a serious motorcycle accident in Falmouth and was rushed to the Emergency Room at Falmouth Hospital. “I was stabilized here before being MedFlighted to Boston. “I decided that if I ever recovered sufficiently, I would volunteer in healthcare in some capacity.”

It took over a year of recovery and rehab, but in October 2019, Herman returned—not as a patient, but as a volunteer. “I met Sue Hanley, the volunteer director, when I came to thank my doctor.” That conversation changed his life—again.

Volunteers: The heart behind the healing

From the lobbies of Cape Cod Hospital and Falmouth Hospital to the orthopedic floors and oncology units, nearly 240 active volunteers provide vital support to staff and patients. Their duties range from greeting visitors and transporting patients to delivering lab specimens and offering a reassuring presence. Some even bring four-legged comfort through Dogs on Call, Cape Cod Healthcare’s pet therapy program.

Kerry Lawson, volunteer coordinator at Cape Cod Hospital, says volunteers are absolutely essential. “They average 1,500 hours of service a month, complete over 1,300 transport runs and handle more than 500 errands each month,” says Lawson, adding these numbers highlight how much they support our staff and patients every single day.

At Falmouth Hospital alone, there are about 90 active volunteers. Each one brings a unique perspective and reason for being here, explains Sue Hanley, director of volunteer services. “Our volunteers come from a wide variety of backgrounds—former healthcare workers, educators, CEOs, veterans—many of whom were personally touched by the care they or loved ones received here. Volunteering is often their way of saying thank you.”

Both hospitals hold annual appreciation events to celebrate the dedication of their volunteers. “We give service awards starting at 100 hours,” says Hanley. “We recently recognized 41 volunteers for milestones ranging from 100 to 45,000 hours. One volunteer served in our Emergency Center for over 28 years—seven days a week. He gave more than 45,000 hours. That’s a legacy.”

Remembering Les Wrigley

Beloved volunteer Les Wrigley’s legacy of kindness, humility and service will not be forgotten. Here, he shares a lighthearted moment with Gina McGinn, BSN, RN.

Hanley was referring to longtime volunteer Les Wrigley. Falmouth Hospital lost a beloved member of its community with his passing on May 29, 2025. Les began volunteering in the Emergency Center in 1996, shortly after retiring from a 39-year career as a high school chemistry teacher in Connecticut. For more than 28 years, he was a daily presence in the EC—comforting patients, transporting admissions, answering phones and supporting staff in countless ways. With 45,840 hours of service, Les was the longest-serving volunteer in the hospital’s history—a quiet, steady force who left a lasting impact.

“He was a standout member of the Emergency family and was loved by all,” says Hanley. “He did everything from staffing the desk, bringing patients being admitted to their room and running errands. He was a fixture in the EC.”

“He was truly one of a kind,” said Hanley. 

That warmth and humor extended to everyday moments with his colleagues. Gina McGinn, BSN, RN, recalls one particularly memorable day in the patient kitchen. “I hugged Les so tightly that his medical alert necklace was activated. I saw a blue light through his shirt, and then someone began talking and asking, ‘Are you okay?’ He laughed and told them, ‘I am actually in the ER right now, volunteering! I am okay!’ It was the funniest thing ever. We laughed forever about that, and I hugged him a little less robustly from that day on.”

Les’s legacy of kindness, humility and service will not be forgotten.

Grief, love and giving back

For John Tollo, who volunteers in the oncology unit at Cape Cod Hospital, his service is deeply personal. “My wife was a patient here. The nurses took incredible care of her—she really loved them,” says Tollo, who volunteers three days a week. After her passing three and a half years ago, John returned to the hospital that had cared for her. “I thought I’d come back and pay it forward a little,” he says simply. “It’s fun and rewarding.”

Gail Rogers, a volunteer since 2007, currently helps answer phones. “I used to do Transport, Pediatrics and O’Keefe, but I stick to shorter runs now because of arthritis in my feet,” she says. What keeps her coming back is the sense of purpose—and friendship. “We’ve become like family. During COVID, we even Zoomed and met six feet apart on my deck.”

Belinda Flateland, a former LPN, helps transport patients. “This gets me back into the hospital environment—without all the responsibilities.” She adds, “You have to read the patient. Some want to joke, some don’t. You treat every moment with care.”

Whether it’s running errands or transporting patients, every task is meaningful. These volunteers free up staff time and ensure essential items get where they need to go quickly and safely.

Training, support and a culture of care

Both Hanley and Lawson are deeply committed to making sure volunteers feel supported. Orientation includes everything from safety and infection control to HIPAA regulations. Volunteers then shadow experienced peers to get a feel for the position before going solo.

“I work with the applicant to determine which role will be the best fit,” says Lawson. “Some roles are physically demanding—like transport and the ED—while others require a welcoming personality,” says Lawson.

Beyond the logistics and training, Lawson says it’s the everyday moments that truly showcase the impact volunteers have.

“I have been able to witness so many smaller moments of the volunteers being a calming, compassionate, reassuring presence for patients,” she says. “It’s really inspiring to see these caring human moments of volunteers getting patients to their destination, providing a warm blanket or a comforting snack.”

Making the leap

For anyone considering hospital volunteering, Lawson offers this encouragement: “You don’t need a background in healthcare—just compassion, patience, and a willingness to help. We’ll find a spot for you that makes sense. And I promise—you’ll walk away feeling like you made a real difference.”

Hanley agrees: “You’ll meet great people, make new friends, have fun and provide a great service to your community hospital.”

Back in the Lilly Lobby, Herman genuinely enjoys the daily social interactions—with visitors, patients and staff alike. Unable to return to work since his accident, he shares: “Volunteering has given me a renewed sense of purpose.”

Exercise Physiologist Riley Dunphy works with volunteer Candice Murphy to support patients in Cardiac Rehab at Falmouth Hospital.

Helen Murphy, pictured with Susan Hanley, director of volunteer services, donates her time in the Faxon Lobby of Falmouth Hospital.

Jane Heick, who volunteers one afternoon each week, welcomes visitors as a greeter in the lobby of the Barbey Patient Care Pavilion at Cape Cod Hospital.

Belinda Flateland, John Tollo, Gail Rogers and Tony Costa handle a range of responsibilities—from transporting patients and answering phones to running errands. “We’ve become like family,” says Rogers. “During COVID, we even Zoomed and met six feet apart on my deck.”

Carol Schulte, right, pictured with Kerry Lawson, volunteer coordinator at Cape Cod Hospital, is a vital part of the errands team. “It’s behind the scenes, but important,” says Schulte. “I pick up lab specimens, deliver blood—whatever’s needed.”