As we celebrate Patient Experience Week at Northern Health, we had the pleasure of speaking with David Hattam, Consumer Representative for Standard 6. Drawing on his own lived experiences as a patient, David offers a powerful and thoughtful perspective on what truly matters in healthcare. His journey, from receiving care during some of life’s most significant and challenging moments to now helping shape and improve services for others, highlights the vital role consumer voices play in creating more compassionate, responsive, and patient-centred care.

Q: Let’s start with your coffee order.

A: I love a good oat latte.

Q: Can you tell us about your first experience with Northern Health? What stands out to you most from that time?

A: Northern Health has come to my aid several times over the years. The first was when my daughter was born there, the nurses were incredible, not only in supporting her safe arrival but also in guiding me through those early days as a first-time parent. Another significant experience was after an incident, when a secondary issue was identified in me. The specialists supported me through what was one of the scariest times in my life, and that care has stayed with me.

Q: As someone with lived experience as a patient, how did that journey lead you to become a Consumer Representative on St 6?

A: During one of my hospital stays, I met someone who had brought in a therapy dog for patient support. While chatting, we spoke about Northern Health and the opportunity to get involved as a Consumer Advisor. That conversation sparked my interest – I made some enquiries, went through the process, and that’s how I came to be in this role today.

Q: What motivated you to get involved in improving patient care and experiences for others?

A: I’ve always had a strong passion for community and helping others, something that’s been part of who I am from a young age.

Q: From your perspective, why is it so important to have consumer voices involved in healthcare decision-making?

A: Consumer voices are essential in shaping the future of healthcare. They provide an “outside looking in” perspective that can highlight things that might be overlooked internally. Real experiences and honest feedback help ensure services truly meet the needs of patients and families.

Q: How has your own experience as a patient shaped the way you approach your role today?

A: Absolutely! It has shaped not only how I approach this role but also how I view life more broadly. It’s reminded me to make the most of every moment and not take things for granted.

Q: What has been the most rewarding part of being a Consumer Representative so far?

A: Gaining insight into the inner workings of Northern Health has been incredibly rewarding. Being able to explore the data, understand the challenges, and contribute to improvements that enhance the consumer experience is something I value highly.

Q: What do you do outside of this role, professionally or personally?

A: Professionally, I work as a manager in the manufacturing sector. Outside of work, I’m a leader in Scouts, which is now a strongly youth-led organisation. I also love the outdoors – camping and getting away from the pace of city life whenever I can.

Q: What message would you like to share with patients, families, or staff during Patient Experience Week?

A: Make the most of life and appreciate the small things. We live in a busy world, and it’s easy to forget to pause, breathe, and truly enjoy the moment.

Q: A little something fun – do you have a favourite superhero, and why do they resonate with you?

A: Superman, because I feel incredibly fortunate for the support and care I’ve received. It reminds me that even in tough times, there are people who step in to help when you need it most.

Q: And finally, what’s your favourite place to travel, or a destination you’d love to visit, and why?

A: Southeast Asia is my favourite region to travel to. There’s such a richness in culture, food, and experiences. I’ve already had some amazing trips there and look forward to exploring even more.

Northern Health’s Accreditation Survey has been officially announced for 4 – 8 May 2026.

The National Safety and Quality Health Service (NSQHS) Standards set the standard of care in our hospitals and services. The NSQHS Standards provide a nationally consistent statement of the level of care consumers can expect from Health Service organisations.

The primary aim of the standards is to address high risk areas, with the aim to protect the public from harm and to improve the quality of the health care that we provide.

Approximately every three years, health services across the country are required to complete an accreditation survey by an external body authorised to review the care that they are providing in line with the National Standards.

Northern Health was successfully accredited under this scheme in May 2024. An accreditation assessment includes all actions in the National Standards across all Northern Health sites and services. This will include Northern Hospital Epping, Broadmeadows Hospital, Kilmore District Hospital, Bundoora Centre, Craigieburn Community Hospital, Mernda Community Hospital and all of our community Mental Health facilities.

If you are a patient, or visiting Northern Health during this time, Assessors may ask you questions about your treatment and care.

They will be wearing identification and ask permission to speak to you. It is okay if you choose not to be involved.

#WeAreNorthern

Meet Rolando Mendoza, Maintenance Team Leader, Engineering and Building Services, Bundoora Centre.

Q: First, let’s start with your coffee order?

A: A good latte!

Q: Tell us about your journey at Northern Health.

A: My journey at Northern Health began in 2010 when I first joined as a handyman. From the very beginning, I was drawn to the organisation’s strong commitment to patient care, teamwork and continuous improvement.

In my early role, I was responsible for repairs and maintenance that supported the day-to-day operations of the hospital. This included assisting patients where needed, maintaining equipment and working closely with different teams across the organisation. That experience helped me build a solid foundation not only in technical skills, but also in collaboration within a healthcare environment. Over the years, I’ve grown both professionally and personally, and I’ve gradually taken on more responsibility.

Today, I work as a Team Leader here at Bundoora Centre. My role focuses on maintaining equipment reliability, ensuring safety standards are always met, coordinating with different departments and supporting patient care. I work closely with my colleagues every day to ensure everything runs efficiently and safely, and I’m proud to contribute to a supportive environment for both patients and staff.

Q: What is the best part of working at Northern Health?

A: One of the things I value most is the strong culture of teamwork. Everyone works together, respects each other’s role and supports one another during busy or challenging times. That sense of collaboration creates a really positive workplace and makes a big difference to the work we do every day.

Q: What’s something people might be surprised to learn about your role in Engineering?

A: What many people don’t realise is how proactive the role is. We don’t just respond to problems — we focus heavily on preventive maintenance and continuous improvement. A big part of what we do is making sure issues don’t happen in the first place, which is incredibly important in a healthcare setting.

Q: If you weren’t in your current role, what would have been instead?

A: If I wasn’t working at Northern Health… I would still want to work in a role where I can make a meaningful impact while using my technical skills, most likely somewhere within the engineering or maintenance industry. I enjoy solving problems and making sure things run smoothly, so I know I’d still be doing something hands-on and practical.

Q: Sweat or savoury?

A: Savoury most of the time… but I definitely won’t say no to something sweet now and then!

Kilmore District Hospital was a place of collective reflection this morning, as staff, residents, students and members of the wider community gathered for the annual ANZAC Service — a powerful reminder of the role remembrance plays in bringing people together.

The service was led by members of Northern Health’s Public Affairs team and was shaped by strong community participation. Staff from across Kilmore District Hospital were joined by residents from Dianella Hostel, students from Assumption College, Kilmore and Broadford Secondary College, representatives from emergency services, RSL members and local community groups.

Federal Member for Nicholls, Sam Birrell MP, attended alongside representatives from Ambulance Victoria, the Northern Health Foundation, the Kilmore Wallan RSL, and the Watsonia RSL Pipes and Drums.

Music played a central role in uniting those present. The Northern Health Community Choir joined voices with the Whittlesea Township Choir and local students, creating moments that were both solemn and uplifting, and highlighting the importance of passing the spirit of remembrance from one generation to the next. A special mention must also be made of David Cretney and David Boyle from the Watsonia RSL Pipes and Drums, whose moving bagpipe performance added a powerful and deeply evocative dimension to the service.

A particularly touching moment saw Dianella Hostel resident Betty Soraghan take part in the wreath laying. Approaching her 106th birthday, her presence served as a powerful reminder of living history and the enduring impact of war across generations.

Chief Operating Officer Linda Romano delivered the ANZAC Address, reflecting on the significance of ANZAC Day in modern Australia and its ability to bring communities together. “The ANZAC spirit shows us that unity is forged through action, through showing up for one another, and through recognising that we are stronger together than we could ever be alone.” Ms Romano said. “Their example reminds us that service is not defined by the uniform you wear, but by the values you uphold and the people you stand beside. “

The service concluded with a shared morning tea accompanied by music from the choirs, providing an opportunity for connection, conversation and quiet reflection.

At Northern Health, great care starts with curiosity. In 2026, that curiosity takes shape through the launch of the inaugural Clinical Audit for Research and Evidence (CARE) Fellowship, commencing this April.

Developed in response to growing interest across allied health in undertaking audits as part of quality improvement, the program supports clinicians to ask the right questions and use data to improve how we deliver care.

At its core, the CARE Fellowship strengthens the connection between evidence and everyday practice, empowering clinicians to turn insight into meaningful change for patients.

“The CARE Fellowship was created to address gaps in allied health research capability at Northern Health, particularly in analysing and interpreting routinely collected service data, and navigating the research ethics processes. Every day, clinicians generate valuable data through patient care, yet this information is often under used. CARE supports the next generation of clinician researchers to turn routine clinical data into meaningful questions about their model of care and actionable evidence, enabling rapid translation of evidence into practice and driving improvements in patient care,” said Adam Semciw on behalf of the Allied Health Research Team.

Structured as a 12-week targeted program and delivered in partnership with La Trobe University, participants will take part in five small group training workshops, receive one-on-one mentorship from experienced researchers, and present their work at the end of the program. Fellows will also be supported through a non-HREC ethics application and abstract submission to Northern Health Research Week 2026.

This year’s inaugural cohort reflects a diverse and passionate group of clinicians, each bringing a unique lens to improving patient care and outcomes across our services.

Meet our CARE Fellows:

Gemma Monaghan (Dietetics)
Gemma is a senior Gastroenterology and Musculoskeletal Dietitian. Her project will explore whether improvements in diet and weight are associated with reduced pain, enhanced quality of life, and improved physical function in patients with osteoarthritis awaiting joint replacement surgery.

“My project aims to identify whether improvements in diet quality and weight following dietetic input was also associated with improvements in pain, quality of life and physical function. It is hoped that these findings will support the case for continued collaboration between the Dietetics and Physiotherapy disciplines in the management of Osteoarthritis within the public health setting,” she said.

Andrew Morrison (Aboriginal Support Services)
Andrew is a proud Gunditjmara man and Aboriginal Cultural and Employment Advisor at Northern Health. With extensive experience in Aboriginal health and community engagement, his work continues to centre Aboriginal voices, strengthen cultural safety, and improve health outcomes for Aboriginal communities.

“When our mob are missing outpatient appointments, I don’t see disengagement, I see a system that is not working for our mob. Too often, our people end up in the ED when their health deteriorates, and that is not good enough,” Andrew said.

“This work is about changing that. It is about making care culturally safe, easier to access, and built around our Aboriginal patients so our people receive the right care early, not just in crisis. If we are serious about getting it right, Aboriginal research must be led by Aboriginal people. That is how we design care that truly works for our mob.”

Bernadette Sweeney (Support at Home Program / Social Work)
Bernadette is a social worker with extensive experience in inpatient and community-based aged care, currently working as a Clinical Care Partner. Her project will analyse data from the Support at Home program to better understand the clinical and psychosocial needs of clients and their service utilisation.

Emily Davison (Dietetics)
Emily is a Dietitian with a passion for supporting people living with feeding tubes. Inspired by her experience in the UK and attendance at ESPEN conferences, her project will examine prescribing trends of fibre-containing versus non-fibre enteral feeds in patients with motor neurone disease.

Eamonn McGrath-Lester (Speech Pathology)
Eamonn is a Grade 2 Speech Pathologist whose project will evaluate Northern Health’s management of post-stroke aphasia in the acute setting, aligned with the Stroke Foundation’s Clinical Guidelines. His work aims to identify opportunities to enhance service delivery and patient outcomes.

Claire Ackland (Podiatry / Allied Health Quality and Safety)
Claire is a senior podiatrist and Allied Health Quality and Safety Lead at Northern Health. Her project will focus on patients referred with diabetes-related foot ulcers, examining diagnosis and survival outcomes to inform future care pathways.

Through mentorship, collaboration, and a shared commitment to continuous improvement, the CARE Fellowship represents a significant step forward in strengthening research capability across allied health at Northern Health.

As the program unfolds, these projects have the potential to shape future models of care, enhance patient outcomes, and further embed a culture of inquiry and innovation across our organisation.

We congratulate our inaugural CARE Fellows and look forward to following their journey and celebrating their contributions at Northern Health Research Week 2026.

#WeAreNorthern

Meet Sarah Hales, Mental Health Nurse Practitioner with the Adult Community Mental Health Teams.

Q: Let’s start with your coffee order.

Coffee is not for me – I am a tea drinker through and through!

Q: Tell us about your role, what does it entail?

As a Mental Health Nurse Practitioner within the Adult Community Mental Health Teams, I have the privilege of working to improve the experiences of and health outcomes for our consumers living with mental illness.

My role aligns with Equally Well and the vision to improve the quality of life by providing equitable access to quality healthcare by making the physical health of people living with mental illness a priority. On a day-to-day basis, I see consumers of the mental health service in order to engage, provide health screenings and interventions, foster relevant supports and build pathways and linkages. The consumer facing work is hugely rewarding and enables me to work with consumers through the continuum of care, whilst the non-clinical aspects enable me to contribute and shape the direction of our physical health care integration.

Q: How do you like to relax after work?

Planning travel and travel, stroking the cats, watching the kids sport and having a clean house – not in any particular order!

Q: How would you describe Northern Health in a sentence?

Northern Health Mental Health Division has supported me throughout my Nurse Practitioner journey, from student to novice NP – and provided the opportunity for me to continue to contribute to meaningful outcomes for our consumers

Q: Favourite travel destination and why?

Originally from the UK, I have been fortunate enough to see lots of the world, however, the Kimberley region of WA is unbeatable for me. I was there during the Covid pandemic for nearly 8 months – the remoteness, culture, country and sunsets 😀

Q: If you could have dinner with anyone, living or dead, real or imaginary, who would it be and why?

The creator of In The Night Garden. I used to watch it with my kids when they were very young and wonder – who was this person!!!!!

Late last year, senior nursing and lived experience team members came together in collaboration with ward consumers at the time to co-design a renewed version of the traditional discharge tree at the Broadmeadows Adult Psychiatric Inpatient Unit.

Grounded firmly in the Safewards model, this initiative aims to create a sense of community and foster hope within the ward environment for both consumers and staff. The intervention provides a creative space to mark progress and celebrate meaningful steps in each consumer’s recovery journey.

Consumers are invited to leave a message at discharge – words of encouragement, reflection, or lived insight – which remain on the ward to support others still receiving care. This also benefits the consumers that contributes a personal message to this space as it supports reflection, identity, and self-esteem – reinforcing that their experiences hold meaning and value.

The co-designed process was central to the success of this initiative. Consumers worked alongside staff to shape the new name, concept, artwork, and resources, ensuring the space reflected recovery-oriented values such as choice, collaboration, and empowerment. This partnership approach has helped embed consumer voice and ownership into the ward culture. The consumers wanted to create something unique to make the space more inviting.

Staff have noted the positive conversations, smiles, and the contribution this space has made to strengthening recovery-focused practice and reinforcing Safewards’ emphasis on connection, mutual respect, and shared humanity within the Broadmeadows Adult Psychiatric Inpatient Unit.

Feedback has been well received from a consumer group:

“I think it’s cool to be able to give hope to someone,” – BIPU consumer

“Leaving a positive mark instead of a bad one is nice,” – BIPU consumer

“It’s great to see how proud consumers are of their messages and the positive conversations this creates between consumers and staff,” – Rianna Cordina, CNC

“I believe these small drops of hope can impact our consumers lives positively,” Ally W, Team Leader