Compliment of the Week – 11 December 2020

Every single staff member at Western Health – either directly or indirectly, whether clinical staff, non-clinical staff or volunteer - makes a contribution every day to supporting the provision of Best Care and the best experience for our patients. Compliments are real examples of our staff providing Best Care. Through our 'compliment of the week' we acknowledge staff who successfully translate our Vision of delivering Best Care into day-to-day behaviours.


Our vision of Best Care is to provide person-centred, co-ordinated, right and safe care for every patient, every time, everywhere.  Delivering Best Care within the complexity of our health system is not always easy.  We would like to recognise the provision of Best Care by staff working in the Respiratory Assessment Clinic at Sunshine Hospital.  We share these words sent to us by Alanna, Mum of Archie who recently attended the clinic.  


I just wanted to say a huge thank you to the staff at the Respiratory Clinic today (8th December), in particular Jasmine who did a COVID test for my son.

My son Archie is 7 and has sensory issues and his anxiety is often based around fear.

We attempted to get a test done in the morning but Archie’s anxiety kicked in and it resulted in a lot of distress for Archie, crying and screaming, wanting to get the test done but unable to physically let the Dr do it. After an hour we left and came home, after several hours Archie calmed down and really wanted to try again, so we came to you and I’m really glad we did. 

He felt really safe as soon as he got there, his demeanour was different and I could tell he felt comfortable. Helen was lovely as was Ben but Archie’s behaviour did change as his nerves kicked in and he was playing up a bit which was somewhat out of character, and I didn’t think it would happen. We saw Jasmine for the COVID test and she was amazing. She was patient and kind and pulled all the tricks out. I could tell he felt comfortable with her but his fear was still getting in the way.

It’s a tricky balance of trying to encourage him to get it done without him feeling forced which can break trust and result in having to work at repairing that trust again. Jasmine managed this really well. I was frazzled from the morning and was a bit at a loss of what to do. But…Jasmine persisted, she was kind, patient and non-judgemental, I am so appreciative of her help today. I am just so thankful as Archie now feels so proud and will now be able to visit his Pa and enjoy the last few days of Grade 1 (all going well and he is negative for COVID!).

It has been so hard to find a testing place that will attend to his needs without judgement and without forcing him. Jasmine did it perfectly. 

Thank you very much from a very frazzled Mum and happy boy.

Alanna and Archie xx