VOLUNTEERS WORKING IN ENTRANCE HALL A volunteer who works in a hospital entrance hall is the patient’s or the user’s first contact with the hospital. He/she is a kind of “filter” and his/her main task is to provide them with information. However he/she does not act in a detached and bureaucratic way, on the contrary he/she gives them a warm, cheerful welcome and is always ready to help people solve small and big problems, to favour access for the disabled, to walk with very old or bewildered people and so on. It is essential for him/her to know the hospital facilities and the site of the different services; he/she never gives any information he/she is not sure of: it is much better to admit he/she does not know it, and find out about it, than send somebody to the wrong place.