Compliment of the week – 14 August 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 Western Health staff working on Sunshine Hospital Ward 1B, in particular one of our nursing staff, Heather.  We share this note of appreciation provided by Bianca on the 13th August 2020.

Feedback for the team at Western Health, in particular Heather from ward 1B.

I’ve noticed through life the negative word spreads much faster than the positive, so after my recent experience I really wanted to make an extra effort to acknowledge and appreciate the staff I had looking after me in my recent stay.

I arrived by ambulance on Monday 10th August at about 1130pm, everybody I dealt with was lovely, professional and calm. The total opposite of what I expected given the current circumstances here in Melbourne, especially our community.

Shortly after arriving I was transferred to ward 1B and had a lovely nurse throughout the evening who was incredibly compassionate, softly spoken and very considerate. I cannot remember her name as it was very late by this time and I was sleepy and on quite heavy pain relief.

Early in the morning, the most wonderful nurse I have ever met started her shift, there are not enough words to describe Heather, she was incredibly lovely, joyful and had the most wonderful bedside manner, that means the world to someone who was feeling a bit undignified, anxious and in an incredible amount of pain as I was. Each time Heather left on a break she introduced myself and my other room mates to who we could speak to in her absence, she was attentive and kind and I only hope this sincere note of appreciation reaches her personally.

Because her care was very much appreciated in a time that mattered most.

Kind regards,