Recognising small acts of kindness across NSW Health |
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We have much to celebrate as a health system. So it is no surprise there are plenty of upcoming milestones between now and the end of the year. Staff are being recognised for their remarkable contributions, including at last night's NSW Premier's Awards. We will also be celebrating the finalists and winners of the 2023 Excellence in Nursing and Midwifery Awards later this week.
This week, we're also highlighting the kindness and compassion of our people as we celebrate the Gathering of Kindness 2023. I believe kindness and compassion should be celebrated every day, by all of us, but this week provides a special opportunity to re-focus on small acts of kindness that can make a huge difference for our colleagues, and in the lives of our patients, their families, and carers. |
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At the opening of the Gathering of Kindness, I spoke about the importance of a kind and compassionate culture. Every person deserves to feel included and safe at work and be proud of the work that they do. The stories in this edition highlight that kindness is in our DNA in NSW Health. I am incredibly proud to be part of an organisation that puts our CORE values at the centre of every interaction every day.
To continue the conversation about kindness and its impact on healthcare outcomes, please check out the Gathering of Kindness program and join your local community or the virtual events taking place during the rest of this week. Kind regards,
Susan Pearce AM
Secretary, NSW Health
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Speaking the language of compassion |
Mauro Tullio, HealthShare Patient Transport Officer, was waiting by his patient transport vehicle when a very distressed 86-year-old man with broken English asked him for help.
The man’s wife was being transferred between hospitals and he was meant to follow the patient transport vehicle, but he somehow missed it and didn’t know how to get there by himself. |
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“There seemed to be a miscommunication and he couldn’t find the van to follow. He was extremely anxious and worried about his wife, who he knew was expecting him to be there,” said Mauro.
Mauro realised the man was Italian, and luckily Mauro is Italian too! He was able to calm him down in Italian and tell him that everything would be okay.
“I could see he was really distressed, so I wanted to help in any way I could. It was towards the end of my shift, so I called my manager to see if I could have him follow my van to the hospital, which was only a 15-minute drive away,” said Mauro. |
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“I got the okay, took him to the hospital and helped him find his wife when we got there. They were so relieved to see each other.
“It was very special to see them reunited. They were both just so grateful and couldn’t stop thanking me,” said Mauro. |
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Still to come this Gathering of Kindness |
There's still time to join the Gathering of Kindness with plenty more incredible sessions to come:
The Great Debate: Is kindness soft and fluffy?
Wednesday 15 November, 10am-11:30am A vibrant conversation and debate with Consumers, staff and thought leaders. KINDLAB: Cultivating Innovation in Kindness and Compassion Thursday 16 November, 10am-11:30am Melissa Doyle AM hosts a conversation on big ideas to harness the power of kindness, improving the wellbeing of patients, families, carers, volunteers, and staff.
Can empathy help us heal healthcare? Friday 17 November, 10am-11am A conversation with Dr Adrienne Boissy, former Chief Experience Officer at the Cleveland Clinic and Chief Medical Officer of Qualitrics. |
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Name: Dr Anne Marie Hadley Role: Chief Experience Officer, NSW Health Now, let’s get to know you a little better…
What are three words your family and friends would use to describe you?
Kind, generous, glamorous. Last great TV show or movie you watched? The Greatest Showman. Favourite book or podcast?
The Patient Doctor by friend Ben Bravery; my sister’s new book Things she would have said herself, and Julie Randall's Patient 71. You can catch up on Julie's keynote address from the Gathering of Kindness when the recording is available. |
| Dr Anne Marie Hadley with her glam baby Ava Marie |
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If you could learn a new skill, what would it be? I would like to enhance my skills in compassionate leadership and mentoring to support our amazing staff and assist in bringing back more joy into their work. If you’re cooking dinner, what will everyone be eating? Oh, it’s generally a toasted sandwich when I get home, but I do love entertaining my beautiful family with something special for everyone. Starter is normally a generous tasting plate with charred calamari, Wagyu meatballs, tomato and burrata salad, grilled king prawns, taramasalata, chilli and garlic butter with toasted crostini.
For mains, beef cheek, Paris mash, carrots, beans, cauliflower and port jus, and 2-minute noodles or cheese pizza for the glam babies. Dessert: the infamous apple crumble.
Any hidden talents? My hidden talent is recognising when someone is struggling even when they don't say anything, and I'm there to offer help.
How can NSW Health staff contribute to a culture of kindness and compassion?
NSW Health staff are amazing and perform hundreds of acts of kindness every single day. Promoting kindness, compassion, and self-care within NSW Health is not only beneficial for our own wellbeing, but also directly impacts patient, carers and family experience. When our staff feel supported and nurtured, they can better provide the quality care and empathy that patients need during their most vulnerable moments. What's one act of kindness that you witnessed in the workplace that stayed with you?
My darling dad died during COVID. My fantastic teammates wrapped their virtual arms around me and mum; with food hampers; beautiful flowers, spa vouchers and flexibility to deal with the waves of grief and the challenges of lockdown. These acts of kindness, understanding, and support during such a sensitive and challenging time demonstrated the power of empathy and solidarity within the workplace, leaving a lasting positive impact on me and my family.
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'At the CORE' of kindness |
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Our CORE values are at the heart of everything we do at NSW Health. 'At the CORE' showcases the teams, initiatives, and achievements from around the system that display our values in action. Empowerment: People experiencing mental health challenges can often feel alone, even when they're receiving care in a hospital. But a handwritten card with a kind, heartfelt message can make all the difference. |
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Nate Wood received a handwritten card when he was discharged from the Hunter New England Local Health District’s Intermediate Stay Mental Health Unit. It was filled with messages from the staff who cared for him.
“I keep it in a drawer at home and look at it when I feel like I don’t have anyone – it reminds me of the kindness and compassion people have shown me, which has helped me come a long way,” said Nate.
Now an active volunteer, Nate is working with other volunteers, peer workers and people with lived experience, on the December Letters Project to spread kindness across the district. |
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The project brings together those with lived experience of mental health challenges to make cards and write messages for those spending the December holiday season in the district’s mental health units.
“Last year we shared almost 200 cards across our mental health facilities in the district, and consumers were genuinely touched by this small act of kindness,” said Elizabeth Bosworth, Participation Manager – Lived Experience.
“This project really shows the power of kindness and it is moving to see the sharing of lived experience in these cards and the connection it inspires during an often challenging time.” |
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Diwali is the Hindu festival of lights that was recently celebrated by many on 12 November.
Dr Kavita Varshney, Deputy Director, Westmead Hospital Emergency Department shares with us how she celebrated Diwali and what the festival means to her.
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Singing praises in Nepean's ED | |
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Amidst the busyness of the Nepean Hospital’s Emergency Department (ED), the team is taking time to offer a small of act of kindness to each other.
The Staff Praise Box gives everyone the opportunity to recognise their colleagues’ hard work, positive attitude and skills, so that no small action goes unnoticed. Amie Hilliard, Emergency Department Nurse Unit Manager, believes the praise box has had a positive effect on her colleagues. “As our department is so big, it’s not easy to go around to say thank you to everyone, so it’s nice to read a praise from your colleagues in a public forum,” said Amie. |
| Nepean Hospital staff holding the Staff Praise Box |
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Read some of the praises given and received in Nepean’s ED and be inspired by the kind words staff have to say about their colleagues.
To Jess, for always being thorough with your assessments and picking up patient deterioration early. To Tegan, for being a breath of fresh air. You’re a thorough and competent nurse. Working with you brings a smile to my face. To Bec and Dan, for escalating and supporting during an awful event. Thank you for advocating for our patients and the nursing staff. |
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Jenny Mitchell’s career in perioperative nursing began in 1998 with the help and kindness of fellow perioperative nurses, who became her mentors and friends. “The only job available was in theatres at Wollongong. I had never seen the inside of a theatre before, so I was quite curious about the role,” said Jenny.
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| “I was very lucky to have some fantastic supportive senior nurses who tucked me under their wings and contributed massively to the nurse I am today. I’m not sure where I would be without them.”
In the past 25 years, Jenny has gone from being a scrub nurse to Nursing Unit Manager and, currently, Research Clinician and Registered Nurse. She is now part of the head and neck team in the Illawarra Shoalhaven Local Health District, looking after patients with complex head and neck cancers. “It’s very satisfying to know you’ve contributed to a permanent solution to a patient’s problem and helped improve their health and wellbeing,” said Jenny.
For Jenny, Perioperative Nurses Week (12-18 November) is an opportunity to introduce other nurses to the profession and show them the same kindness that Jenny received at the start of her career. |
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“Sometimes theatres seem like a secret society that hides behind the big double doors. I would love more nurses to come and see what we do and love it like I do,” said Jenny. |
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Kasey Millstead’s journey with NSW Ambulance started 12 years ago, after a tragedy on the family farm. The Yeoval Volunteer Ambulance Officers were first on the scene. “I learned more about their work, and when there was the opportunity to volunteer, I took it,” said Kasey.
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| “I’ve thought a lot about the call taker I spoke to since that day. His kindness really stuck with me. After three years of volunteering, I decided to apply to become a call taker.” Kasey is now an emergency medical call taker at Western Control Centre in Dubbo. She recalled a recent incident where her compassionate approach saved a life.
“A lady called Triple Zero threatening suicide. We chatted and I asked her to tell me something good in her life. At the end of the call, she thanked me and said that if I hadn’t stayed on the line, she might have committed suicide before paramedics arrived,” said Kasey. |
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“I hung up feeling like I had hopefully made a difference to her life – which is important to me.
“You never know what people are going through and if you can just be kind and listen, you might be the lifeline they need in that critical moment.” |
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Building safety and compassion |
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Susan Sims, Safety Culture Lead at the Clinical Excellence Commission (CEC), believes that kindness is the first step to building a culture of safety – and it’s a step that everyone can take.
It’s why kindness plays a big role in CEC’s Safety Culture Framework, which promotes a psychologically safe workplace and compassion at all levels. |
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“Teams sometimes come to the CEC knowing they are experiencing team culture issues but can’t point out exactly what they are and how to address them,” said Susan.
“We work with teams who can experience traumatic events within their everyday work. Over time, this can impact staff wellbeing and their sense of psychological safety.”
Susan plays a key role in the CEC’s reflective practice program, teaching skills to help staff support each other through conversations that involve listening with kindness and compassion.
“It’s so rewarding to hear the positive impact reflective conversations are having on people’s wellbeing,” said Susan. “Seeing people and teams develop skills based on kindness and compassion gives me a sense of fulfillment in my role.” |
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For Susan, it’s the little things that make the biggest impact.
“Being present with someone, listening, acknowledging concerns and showing human compassion. These are so important when interacting with patients, as well as your team,” said Susan.
Want to learn more about the impact of kindness on safety culture? Catch up on the Gathering of Kindness opening recording. |
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From the Critical Intelligence Unit
The Critical Intelligence Unit (CIU) Evidence Digest focuses on clinical innovations that have the potential to change clinical practice and delivery or organisation of care. In the past weeks, the CIU Evidence Digest featured:
AI and trustworthiness of public service delivery, reducing extubation failure of preterm infants, NICE-recommended treatment for Parkinson’s and WHO rehabilitation of long COVID for adolescents
Prednisolone for an acute exacerbation of COPD, Treosulfan in children with non-malignant disease and OECD principles for trustworthy AI.
To receive the digest in your inbox on Wednesday mornings, please subscribe. |
| 2023 People Matter Employee Survey results are in
The People Matter Employee Survey results are now available on the Public Service Commission website.
This includes results for NSW Health as a whole and results for local health districts, pillars and networks. More information about action planning will be shared at a local level.
NSW Health achieved an employee engagement score of 63 per cent, a one per cent increase from last year.
Read more about the whole of health results from the message from the Secretary.
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Support is available if the topics covered in this edition are distressing. For immediate support please call Lifeline on 13 11 14. Every NSW Health staff member also has access to the Employee Assistance Program (EAP) 24 hours a day, seven days a week. Details on how to access EAP are on your local intranet.
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We acknowledge the Traditional Custodians of the lands on which we live and work and pay respects to Elders past, present and emerging. We also acknowledge all Aboriginal and Torres Strait Islander staff working with the NSW Government. |
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