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Compliment of the Week – 18 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 at Sunshine ED and on Level 7 Joan Kirner Women’s & Children’s.  We share these words sent to us by Pauline as she reflects on her recent episode of care.  

Dear Western Health,

I just would like to pass on my thanks to all the staff I have come in contact with during my stay.

I am writing this email after having a very different experience in 2011 (when I presented over 12 days with an undiagnosed ectopic pregnancy which eventually ruptured resulting in removal of my Fallopian tube) where I experienced inconsistencies in care, lost paperwork, lack of compassion, professionalism and overall care. I was very concerned about attending Sunshine Hospital for my miscarriage based on that experience but am very happy to say that a lot has changed over this time & your staff are to be commended on the wonderful jobs that they do.

I presented with a miscarriage & the support, empathy and care that staff showed through my stay was comforting & commendable.

I came through emergency transferred from Bacchus Marsh hospital via ambulance. The staff in triage do an amazing job with what they have to deal with, even though they are extremely busy still show care for the patients coming through.

The nurse & doctor who were assigned to my case in emergency were very thorough & caring and showed empathy as they did their jobs, this was greatly appreciated.

I was then transferred to level 7 JKWC where the standard of care was excellent. The staff showed great care while they did their jobs. They were very thorough & showed great empathy for what I was going through with my miscarriage. I was then transferred to a single room for further medical management of my miscarriage.

My wishes to try and avoid surgical intervention were acknowledged and my feelings were considered at all times by staff. A special mention to Dr Bethany who was very professional, supportive, caring & empathetic. Also to nurse Adele who was very caring and professional and ensured that I was aware of support available to me for my loss.

I would like to make a special mention to my nurse on afternoon shift, Loida, who supported me through a hard part of my miscarriage and made me as comfortable as she could & at the same time did it with utmost professionalism and empathy.

Overall the staff on level 7 (including cleaning & catering) were kind, pleasant and professional and I hope that I will not need to return to hospital for anything anytime soon but if I did have to I would choose your hospital based on this experience.

Many thanks & kindest regards

Pauline