Celebrating Human Experience Week and the International Day of the Midwife, and reflecting on love, belonging and healing at NSW Health. |
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We're almost halfway through Human Experience Week for 2023 and there have already been some emotive conversations happening across the system about the power of community in healthcare.
Something I have loved about this week is the opportunity to reflect on how we all have a role to play in how people experience the health system. Whether it's at the bedside, on the wards or in the office.
This really shines in Mo's story from this edition. An amazing example from Northern NSW highlighting the impact that everyone can have when they really get to know a patient, even in difficult circumstances. |
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It's people like the clinical team, ward and security staff from Lismore Base Hospital that embody our CORE values and make a real difference in the experiences of patients.
Mo's story and many other incredible examples of what it means to elevate the human experience are still coming up during the week and I encourage you to check out the fantastic program and join in. This Friday we are not only celebrating the International Day of the Midwife but also it is Administrative Professionals Day! I want to take this opportunity to thank the incredible midwives, executive support officers, and all administration staff working across NSW Health. Kind regards, Susan Pearce AM
Secretary, NSW Health |
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Mo relaxing on the couch. |
| Mo Davies, a young man who lives with autism, intellectual disability, epilepsy and anxiety, was admitted to Lismore Base Hospital, in Northern NSW Local Health District in late 2022.
Mo had been in hospital many times before, but this time was different. With the help of a diverse and multidisciplinary care team on Ward E9, this admission marked the beginning of an incredible journey of recovery and transformation for Mo.
“The staff and security on ward E9 went through what can only be described as a hugely emotionally and physically challenging time with Mo as he went through various stages of aggression and then becoming so unwell, he refused to eat or drink for many days and had to be tube fed,” Jacquie Martin, Mo’s mother said. “The hospital security staff stepped in with a super-human effort and spent their time devising ways to tempt Mo to eat and eventually, he chose food and water and things started to turn around. |
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Alongside the nursing and medical staff, the security team including, Acting Security and Wardsperson Supervisor, Quinn Moore, were integral to Mo’s recovery
“I found it a lot easier to talk to Mo like a friend, rather than like a patient. Developing that friendship-type of professional relationship developed a lot of trust and it made him feel a lot more comfortable to actually talk to us about his concerns.”
After a complex 72-day stay, Mo had regained his health to a point where transfer to a new home was a possibility. The Lismore Base Hospital team helped Mo prepare for transfer to Campbelltown Hospital in Sydney by plane under sedation, and on to his new home.
“We became really close with Mo, and we don’t often know what happens with a patient once they leave. It’s very rewarding for us to know that the job we’ve done here has led to him getting much better care down in Sydney,” Quinn said. |
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Just over two months after his admission to hospital, Mo was successfully home and settling into his new surroundings. “The take-away is that if you dig deep enough you will find amazing humans who work together to exceed all of your expectations and to these humans, I say thank you every day,” Jacquie said. Hear more about Mo’s remarkable recovery story tomorrow, Thursday 4 May, during the Human Experience in Action virtual session from 10:00am. |
| Lismore Base Hospital security and nursing staff. |
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Still to come this Human Experience Week |
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There's still time to get involved in the Human Experience Week program with plenty more incredible sessions to come: |
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Can't make these sessions or missed something from earlier in the week?
Catch up on the panel discussions, keynote sessions and conversations on demand on the Elevating the Human Experience Human Experience Week intranet page at a time convenient for you.
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The evidence is in the experience |
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Did you know that 82 percent of patients surveyed said emergency department health professionals were “always” kind and caring towards them?
It's not exactly easy to quantify the human experience, but when more than 19,000 patients were surveyed as a part of the Bureau of Health Information's Adult Admitted Patient Survey about their experience with the public healthcare system the results spoke for themselves.
Patient surveys are important because they provide a unique perspective on the healthcare system that can only come from asking people about their personal experiences. By looking at survey results, we can identify our strengths and how we can improve as healthcare system.
Thank you to all the NSW Health staff proving that the little things can make big difference when in hospital. Below are just some of the comments from patients who were recently admitted to hospital. |
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International Day of the Midwife |
This Friday (5 May) we are celebrating the International Day of the Midwife!
Jenny Flaherty, Midwifery Unit Manager from Queanbeyan Hospital, shared how lucky she feels being able to come to work and do a job she loves every day. "The most rewarding part of my job is seeing someone come in, who is maybe frightened or anxious because they are in labour. And at the end of that labour, or as they walk out the door, that they're happy, they've got a healthy baby, and they're starting a new life as a new family together." Thank you to all our midwives for the exceptional care they provide to their patients before, during and after birth. Watch the video below to hear why the midwives of NSW Health love their roles so much. |
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Name: Deb Willcox
Role: Deputy Secretary Health System Strategy and Patient Experience
Now, let’s get to know you a little better… What are three words your family and friends would use to describe you? Hopefully, generous, loves a party and loves being with them. Last great TV show or movie you watched?
The Whale. Favourite book or podcast?
I would like to be able to tell you something profound, but it’s Charlotte’s Web. I love it because it is about friends and kindness. |
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If you could learn a new skill, what would it be? Ocean swimming.
If you’re cooking dinner, what will everyone be eating? Probably Asian or Indian. My fried blue-eye cod rolls with Chinese black vinegar are very good. Any hidden talents? I love to horse ride, but probably not that talented at it.
Let’s get into the spirit of Human Experience Week 2023… What does ‘elevate the human experience’ mean to you?
It’s about listening to each other, displaying kindness and remembering how important our colleagues and our patients are. How does the human experience impact patient care? The evidence is very clear, that if our staff feel valued and supported, they will have more to give to our patients and consumers. It hopefully also means that each of us know we matter, regardless of where we work or whatever our role. What are your top tips for elevating the human experience? Be sure to smile and say hello to the people around you no matter what is going on for you. |
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'At the CORE' of listening and learning |
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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. |
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Respect: Nicole Winters is a Senior Aboriginal Supportive and Palliative Care Officer at Western Sydney Local Health District, and each year her and her team guide up to 60 patients through their final moments. “People assume I have a sad job, but I tell them I have a beautiful, honourable job,” Nicole said.
“Whether I meet someone and am caring for them for five years, five minutes or five months, if I can do something in my role to make their experience easier, than that is my purpose. I have valued every connection that I have experienced.”
This sense of purpose and connection drives Nicole, who is transforming what respectful end-of-life care looks like for Aboriginal communities. |
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“We’re doing really great, important work in Western Sydney with our Mob. I believe that if we can get the end-of-life care right, we can help to change the intergenerational hurt and harm that has been experienced.
Nicole says her job is about listening and learning from everyone she works with each day.
“I’m not here to speak on culture for Aboriginal families - everyone does culture their way and differently for different reasons, and we are not here to judge that. Getting it right for one Aboriginal family today doesn’t mean anything for the family that comes in tomorrow.”
Whether it’s welcoming family connections or pets visiting the Palliative Care Unit, holding weddings in the Unit, or presenting beautiful keepsakes for families to treasure forever, Nicole and her team are passionate about creating unqiue and special experiences for their patients during end-of-life care. |
| Nicole Winters, Senior Aboriginal Supportive and Palliative Care Officer |
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Morale boost an added side-effect of kindness |
Human experience is about more than the experiences of our patients, it's also about the experiences of staff and the culture we create at work. The Orange Health Service Emergency Department staff didn’t expect that a community fundraising effort would have an unexpected benefit and bring them closer together as a team.
Staff from Western NSW Local Health District took time out of scrubs and got into their swimmers to participate in the Starlight Super Swim challenge and raise funds to help bring happiness and laughter to the lives of kids in hospital. “Working in the hospital, we know first-hand how serious childhood illness is and how it can turn their whole life upside down,” said Dr Grant Westcott, Emergency Physician at Orange Health Service. |
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Orange Health Service Emergency Department staff, also known as the Life-saving Devices, have raised over $15,000 for kids in hospital. |
| “The Super Swim has given us something else to focus on. The banter around the challenge and meeting up for a swim has lifted the mood for the entire team, even those who aren’t participating.”
The group of 20 staff, known as the ‘Life-saving Devices’, swam more than 230km and raised over $15,500. But this effort has done more than bring joy to the community, it has given staff a greater sense of purpose. “Participating in the swim challenge has improved our fitness, but the morale boost has been one of the biggest benefits,” said Grant. |
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Community beyond our borders |
The power of the NSW Health community went global as NSW Ambulance paramedics and doctors took their incredible compassion, kindness and support beyond NSW borders when they travelled to Türkiye to help communities impacted by February’s devastating earthquake. Murray Traynor, Steve Green, Scott McNamara, Steve Talbot, Shane Whittaker, Dr Robert Scott and Dr Jimmy Bliss were part of the eight-day Urban Search and Rescue mission. |
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Murray Traynor, team leader for the NSW Ambulance contingent, said that while it was heartbreaking for the DART team to locate dozens of deceased people during the mission, each body recovered meant everything to the team and the loved ones of the victims. “I’m incredibly proud of the NSW Ambulance paramedics and doctors I worked alongside, as well as the wider DART team,” he said. “Despite the devastation they came across, they remained positive after each day because they understood the importance of providing closure to the families asking for our help.” |
| NSW Ambulance clinicians on the ground in Türkiye. |
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They were tasked with two primary objectives: to provide medical support to Australia’s 72-member Disaster Assistance Response Team (DART) Taskforce; and to carry out search and rescue, which included the recovery of both living and deceased people trapped in the rubble. |
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Elevating the experience, every step of the way |
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When there is a breakthrough and even during those difficult moments, allied health professionals go above and beyond to uplift the human experience. Watch the video below to see how NSW Health Allied Health Professionals are there elevating the human experience for their patients, every step of the way. |
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Sharing a healing experience with Ngangkari |
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Ngangkari healers Uncle Cyril McKenzie and Aunty Debbie Watson. |
| Elevating the human experience is all about working with colleagues, patients, families and caregivers to make their experiences of healthcare positive and personal. Last month, Sydney Local Health District delivered an Aboriginal cultural immersion event to not only highlight the value of culture in healthcare, but to also bring patients, staff and community members closer together as part of a shared healing experience.
Uncle Cyril McKenzie and Aunty Debbie Watson, also known as Ngangkari, – a Pitjantjatjara word that means traditional healer – from the Anangu Ngangkari Tjutaku Aboriginal Corporation in South Australia visited the District for two weeks. |
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During the event, Aboriginal healers provided patients, staff and community members with physical, emotional and spiritual support, employing practices traditionally used by First Nations people.
The program also included Aboriginal cultural activities such as dance and art workshops, and yarning circles where community members could connect and discuss issues relating to health and healthcare.
“It is wonderful to celebrate traditional healing in a place that provides such amazing clinical care and to recognise that those two things need to come together,” Dr Teresa Anderson, the District’s Chief Executive, said.
“Aunty Debbie is an absolutely skilful healer. It was truly remarkable how very quickly she knows you, and your body and what you need. Her advice was very insightful and helpful.”
The District delivered the empowering cultural immersion event in partnership with Chris O’Brien Lifehouse and with the support of the Cancer Institute NSW. |
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HPV in 2023 – Latest recommendations and research
The National Centre for Immunisation Research and Surveillance is sharing the latest human papillomavirus (HPV) vaccine updates in an upcoming webinar. Register here to listen to leading researchers and policy experts give an in-depth presentation about the vaccine’s use, effectiveness and safety. |
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This year, Privacy Awareness Week (1 - 7 May) is taking us Back to Basics to remind us of the simple steps we can take to keep personal information secure.
“Privacy is critical in ensuring that our community trust that the information they disclose to us, often when they are at their most vulnerable, is protected,” said Alexandra Toth, Murrumbidgee’s District Health Information Manager and Privacy Contact Officer.
“Concerns about privacy can have a real impact on what patients disclose to their treating team, which can have a detrimental impact on the care provided as clinicians may not be told the whole story.” There’s an added importance for community trust and privacy in regional and rural areas, Alexandra explained. “People we know, including our staff, can be our patients, so we have to make sure that privacy is always our top priority.”
As part of her role, Alexandra enjoys travelling “near and far” to spread the word about the importance of privacy. “I love meeting the staff across our large regional and rural health district and being able to work with them to make sure that we are being compliant with privacy policies.” |
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Alex’s privacy pointers! - Keep your password secure and update it regularly
- Make sure you log off after accessing information
- Be aware of suspicious emails asking you for private information
- Use approved applications to store and communicate information
- Only access information for work purposes.
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| Alex loves travelling around the regions to spread the word about the importance of privacy. |
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The power of community prevails |
Living and working in a rural or regional town, means caring for your colleagues, patients and the community is always at the heart. This shines through NSW Health staff both on and off the clock.
Our staff have already shown incredible resilience in response to the impact of drought, devastating bushfires and floods. So when floodwaters hit the towns of Wee Waa and Eugowra last year, many remarkable NSW Health staff went above and beyond to support their local community. HealthShare NSW and Western NSW Local Health District (WNSWLHD) have shared how the power of community prevailed during a natural disaster. |
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Joe “washing houses out” with his son Mitchell. |
| Road to recovery
There was little warning before “waves” of water hit and devastated Eugowra.
Volunteers from all brigades in the local area helped with the response and recovery. Joe Fuller, Manager of Data and Information in WNSWLHD’s Health Intelligence Unit was one of them.
Joe and his son Mitchell, currently completing his senior years in high school, are volunteers with the Clifton Grove Ophir brigade of the Rural Fire Service.
“Something like this shows that community is more than just about people who live near to each other. It’s about how people are willing to come together to help out, even when they’re experiencing hardship themselves, even when they’re volunteering from a completely different town or region.”
As part of a huge effort from residents, volunteers, and emergency services, Joe and Mitchell helped get Eugowra on the road to recovery. |
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Where there's a will, there's a way
The Wee Waa floods stranded many outside the town, making them unable to get to work. From heading to work in a SES truck, catching a boat, or leaving home to stay nearby, the HealthShare NSW team got creative to make sure they could continue to provide services to the patients and staff at Wee Waa Hospital in the Hunter New England Local Health District!
“We all pulled together - we worked as a team. And we got through,” said Susanne Sadler, Site Supervisor, Wee Waa Patient Support Services. |
Hear more from the Wee Waa Food and Patient Support Services team as they talk about the incredible sense of community and commitment shown during the floods in the video. |
Sandra and Angie from the Wee Waa Patient Support Services during the October 2022 floods. (Right) |
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25th Annual NSW Health Awards 2023 nominations opening soon! This year we are celebrating 25 years of the NSW Health Awards. Nominations for 2023 will be opening in the coming weeks, so keep your eye out for further information. |
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Cyber Security Awareness training This Privacy Awareness week, refresh your cyber security skills and complete the Cyber Security Awareness for NSW Health Staff eLearning module. This online module is designed to help staff learn more about how they can protect personal, health or other sensitive information from cyber-attacks. Visit My Health Learning to complete the recommended training. |
| Sepsis video supports junior health workers with patient care The new “Could it be sepsis?” video from the Clinical Excellence Commission and some of NSW’s most senior clinicians, has information for junior doctors, nurses and midwives on sepsis recognition and care.
The video features Chief Health Officer Dr Kerry Chant alongside paediatric, emergency and geriatric physicians, and reminds health workers about the importance of recognising sepsis early and starting treatment promptly. All doctors, nurses and midwives in NSW should ask the question “Could it be sepsis?’ and use the NSW sepsis pathways. |
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We acknowledge the Aboriginal traditional custodians of the land in which we live and work and pay respects to all Elders past, present and emerging. We also acknowledge all the Aboriginal and Torres Strait Islander staff working with the NSW Government. |
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