When we think about patient experience, it’s often the moments at the bedside that come to mind, but behind those moments is an entire hospital full of people making them possible.

This Patient Experience Week, we shine a light on the people behind the people who care. Teams whose work isn’t always seen but is always felt.

It’s confidence in the medications prescribed. The safe, efficient transport to rehabilitation. The assurance that surgical instruments are clean and sterile, that records are secure, and knowing their nurses are supported, educated and confident.

These are the details that quietly shape how our patients feel during their time with us.

Daniel, a Cabrini pharmacist, has worked in the pharmacy for four years. He’s passionate about ensuring our patients feel safe and confident with their medications while on the ward and when being discharged home.

“My favourite part is helping patients feel confident and in control of their medications,” Daniel said. “When someone goes from being unsure or overwhelmed to clearly understanding what they’re taking and why, it’s a tangible impact.”

In Health Information Services (HIS) Josepha, who has been at Cabrini for an incredible 37 years, can be found keeping an eye on patient records.

Josepha’s role is as impactful as it is hidden, ensuring that our patients’ medical records are not just secure, but also accurate, complete and readily accessible for medical staff.

“My favourite thing about contributing to patient experience is privacy,” Jo said. “It’s knowing that a patient’s record has been delivered securely and in a timely manner and that when HIS receives a request, it has been actioned appropriately.”

In Support Hub, Kush, can be found working to make sure that our patients are having the best possible experience from the moment they arrive, until the moment they leave.

Kush is passionate about ensuring great patient flow and that the day-to-day operations of the hospital are well supported.

“My favourite way to contribute to a great patient experience is organising the chaos behind the scenes (with lots of love and kindness) so that a patient’s journey in and out of the hospital is seamless,” he said.

Over at Cabrini Brighton, Lou – a clinical support nurse – can be found educating at the bedside with our nursing staff and new grads.

For Lou, working with new staff at the patient’s side offers an opportunity not just to educate our Cabrini nurses, but the patients and families as well.

“Supporting our nurses, I truly believe that our patients get the benefit of best practice, and they go home safe and happy,” Lou said. “Once, when teaching the maintenance of a PICC line, the patient’s family was listening too and were so grateful as they felt they learnt something as well. They felt so much more confident about going home.”

Back at Malvern, CSSD technician Mary, who has been at Cabrini for 20 years, is proudly working with her team to ensure that the hospital’s surgical instruments are clean and sterilised to keep our patients safe during procedures.

“I have a natural passion to make people happy,” Mary said. “So, the most important thing to me is knowing that we are making a difference to the patient’s road to recovery. I’m proud of what we do, even if patients don’t see us.”

Patient experience isn’t always formed by a direct interaction. Sometimes it’s fostered through the smallest moments. Like handling a file correctly, taking the time to explain a medication or making sure a shuttle leaves exactly when promised.

This Patient Experience Week, we celebrate every team and every person – both at the bedside and behind the scenes – who shape the patient experience every day.

Read more about Patient Experience at Cabrini.