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COMPLIMENT OF THE WEEK – 25 JUNE 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 our staff working in Oncology and the Patient Representative Team, and share the words of appreciation we received from Neville, Peter, Sophia.

Dear All,

I want to thank you all on behalf of Sophia  for the swift and direct communication from WH since I sent an email yesterday afternoon. We were contacted by Caroline initially, and then to our surprise and delight Dr Cathrine Oakman from the Oncology unit rang us and issues with Sophia’s pain management; were discussed; and a plan put in place and an interview brought forward for Wednesday at your establishment (All within in 2 hours of the email being sent).

We could not have been more pleased with the outcome and the main thing is Sophia is already responding well to the suggestions mentioned in Catherine’s plan and she sounds and looks better already, as well as her anxiety has disappeared, as she looks forward to a consultation and pending a debrief on her health status quo and further management.

My family and I would like to thank all that took our email and acted with the most urgency and professionalism yesterday leading to this great outcome. As I have said we appreciate and value the amazing work that Dr Catherine and all her colleagues do at the oncology unit. We find them amazing and they do go beyond in that service at WH. We feel the community of Footscray and Sunshine are lucky to have such dedicated and effective professionals at WH Oncology Unit. (I am a resident in Sydney and I have even mentioned their highest professionalism here with colleagues and friends). So we extend our thanks to them and especially Dr Catherine for her ongoing support and professionalism always conducted with such a friendly manner. We are always reassured when we have discussions with her. We are always amazed at the good work WH Oncology does, when we sit with her in the waiting bay , in terms of witnessing others going through this difficult health issue as well.

To the crew at feedback emails, Caroline and head of the oncology department for escalating the matter and a personal phone call from the feedback team to ensure we were satisfied with communication and Sophia’s wellbeing, midmorning today , this was very much appreciated.

Thank you all from Sophia and our family; we are so happy her pain has come down considerably and matters for a consultation are now activated to monitor her from this point on.

Can you please pass this on to Dr Catherine as well as we just wanted her to know how much we appreciate her efforts during Sophia’s treatment.

Kindest of thoughts, regards and biggest thank you.

Neville, Peter, Sophia