"We Are Family”: Effectiveness of a volunteer support programme in improving loneliness and wellbeing in older people during COVID-19 pandemic

Background: Unwanted loneliness and social isolation among older people represent a global problem, severely aggravated during COVID-19 pandemic. We evaluated the effects of a volunteer programme, "We Are Family", on perceived loneliness and wellbeing in older adults.

 

Approach: Before-after quasi-experimental study with self-individual as control among people aged 65 years and over in the Buenos Aires metropolitan area during mandatory COVID-19 social isolation. Inclusion criteria were self-perceived loneliness or need for assistance to remain at home during mandatory social isolation. Patients could refer themselves or be referred by their general practitioner. The intervention consisted of telephone and/or virtual companionship provided by volunteers, featuring active listening and follow-up, with optional neighbourhood assistance (e.g. running errands, etc.).

 

Volunteers received a brief induction, with simple training  in communication, listening, compassion, and COVID-19 issues. The programme suggested a contact frequency of at least once a week. Volunteers were free to agree with the patient/recipient the best approach to socialise (timing, frequency, interactions). Main outcomes were changes in Warwick-Edinburgh Mental Well-being Scale (WEMWBS) and the emotional/informational support and positive social interaction dimensions of the Medical Outcomes Study Social Support Survey (MOS-SSS). During the first months of implementation, qualitative interviews were done with participants -patients/programme recipients- and feedback from general practitioners were sought to gauge stakeholder acceptance and experience.

 

Findings: We evaluated 68 participants (mean age: 81.8 years; 93.6% women; 83.3% lived alone). WEMWBS improved from 47.82 (SD 9.96) to 52.83 (SD 9.24) (p<0.001). MOS-SSS improved positive social interaction (p<0.001) and had a non-significant statistical trend of improvement in emotional/informational support. A relatively important percentage had high contact frequency, with 33.3% of participants receiving calls three or more times a week, and 48.7% having the volunteer’s contact number to call on demand. Self-perceived health, measured on the EuroQol scale, showed no significant change. The study observed 3 deaths during the period, all unrelated to the programme, and 2 hospitalizations due to depression, which volunteers helped detect for timely treatment.

 

Implications: The programme integrating healthcare and community resources improved people's overall mental wellbeing and social interaction. This study contributes local evidence from Latin America and low-middle-income countries, underrepresented in research on digital interventions to reduce isolation. The programme's success, facilitated by concise volunteer training and use of accessible technology, provides a reproducible model for similar initiatives.

Although the study's lack of randomisation and a control group limit the generalisation of findings -particularly given the sample's predominance of women living alone- the findings are consistent with qualitative interviews and general practitioners' favourable opinions. The programme’s continuity and expansion post-pandemic, which now includes in-person support, demonstrate its potential as a long-term support strategy.

 

This success underscores the importance of adopting a patient-centered approach, tailoring interventions to individual needs and context. The use of validated questionnaires, administered by a trained research team, served as a strong methodology for exploring different dimensions of well-being. Ultimately, the programme proved to be an effective strategy for improving the social interaction and mental wellbeing of older people during social isolation due to COVID-19.