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Compliment of the Week – 19 March 2021

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 Sunshine Emergency Department, Ward 2A, and GC (DMU) Sunshine Hospital.

Dear Western Health Staff,

My 94 year old Grandfather Bill has been to SH ED, 2A & DMU at Western Health over the past two weeks and I wanted to say that every step of our journey through Western Health has been positive and I feel like my Pa is very well cared for there (by medical, nurse & Diversional Therapy staff). I am so glad he found his way to Western Health. 

In particular in ED Immogen (Immy) & Dawn  provided exceptional care under very challenging circumstances, as Pa required restraint. My Pa is usually very kind, caring, funny and a lovely man.  He was a scout leader growing up, loved watching Essendon play & ice-skating/teaching kids to skate until he was 91 years old.

The security staff & ED all knew his background stories, likes and dislikes and really demonstrated the most person centred care I’ve ever seen by talking to him about footy, skating & living in his much loved suburbs of Coburg or Essendon. I was very moved with their kind approach to Bill given his medical issues & behaviour. 

I’ve worked at Western Health for 10 years and it was beneficial to see from the patient’s perspective the journey from ED to nearing discharge. I think Western Health is doing a great job in our community to provide best, person centred and safe care.  

The staff on 2A, Lou & Clare were very hard working and treated Bill with respect and dignity even with his difficult behaviour. 

MyLee, Mel, Goke, Nerinda & Dr Frances & Stephanie have provided exceptional care to Bill on DMU.  I was so happy to find him being occupied with a word find activity with Nerinda & she arranged some carpentry books and prompted him to find meaning and purpose in his day. MyLee was singing old songs with my Pa which made Mum & I cry with happiness, as Pa was so enthralled and happy in the moment. He used to sing in the choir, so loved this.

Anyway, just wanted to say a very big thank-you from my whole family, for providing your staff with the support and education to be able to do their work so well.

If there could be more resources or time put into Diversional Therapy on DMU in the future then I think it would only be of benefit to the patients and staff, as Nerinda, MyLee and the nursing & medical staff are doing a wonderful job with some very challenging patients given their behaviours. 

Please thank all your staff from us. 

Kind regards,

Tory