To expedite support services for all areas of Northern Health (clinical and non-clinical), the Support Services team is launching a designated Support Services Patient Services Assistant (PSA) Help Desk to service Northern Health, 24 hours a day, seven days per week.

The purpose of the Help Desk is to be the first point of contact for Support Services for all departments. The Help Desk can receive calls and immediately assist to resolve any queries or assist by redirecting the employee to the appropriate area. This will streamline the processes and ensure a faster response time is provided, with more immediate support given.

“We are very excited to launch the new Support Services PSA Help desk. Our hope is that having one number to call for all Support Services/PSA needs will help to expedite support for all areas of Northern Health. We aim to provide our employees with a higher level of customer service by ensuring that one call is all that is required to be given the help or information they seek. This will lead to faster response times, with more immediate support given, where it is most needed,” said Wendy Nicol, Support Services Operations Manager, Northern Health.

The Help Desk will assist with all the usual Support Services such as:

• Cleaning requests and queries
• CARPS queries (including patient transfers, pathology and pharmacy runs etc)
• Food service requests
• Any other support services queries outside of normal hours

Lyndsey Bowdler, Support Services Operations Manager and Larni Koutsofrigas, Support Services Coordinator, will continue to assist with any linen, waste and car parking needs during business hours.

The Help Desk will not replace, but will rather complement, the current CARPS system and handle any queries that are usually received via phone. The Help Desk team will also monitor the CARPs jobs logged via the CARPS portal, to ensure tasks are being completed in a timely manner and to align resources to logged jobs.

Employees can call the Help Desk 24/7 via extension 58189 or 58677, from any campus.

The Help Desk will be staffed by the PSA Supervisor on shift at Northern Hospital Epping.

For queries at Broadmeadows Hospital, Bundoora Centre and Craigieburn Health Services, employees are encouraged to continue to contact the onsite Support Services crew during normal business hours.

The Help Desk is available to assist with all queries outside of normal hours.

Picture in the featured image: Paul Trevena, PSA Supervisor, Northern Health. 

“May 2023. I had spent the week of my 17^th birthday celebrating with my friends and family, not knowing how quick my life was about to change. I am now one of the youngest survivors of a rare flesh-eating infection called Necrotizing Fasciitis and this is my story” – Caitlin Cooper, Northern Health patient.

When Caitlin Cooper, a vibrant 17-year-old student and dancer urgently presented to Northern Health Emergency Department after injuring her right foot dancing, she was completely unaware her life would take an unexpected turn. Caitlin suffered horrendous pain and rapid swelling, but thanks to the prompt action of a plastic surgeon, she was swiftly diagnosed with Necrotizing Fasciitis.

What followed was a series of surgeries and treatments including antibiotics, extensive debridement and various medical procedures. Caitlin spent most of her time at Northern Hospital Epping under the attentive care of specialist nurses on Ward 19, and later, on Ward 2, surrounded by paediatric nurses during her reconstruction phase.

Her recovery journey was challenging. Caitlin had to re-learn basic activities, maintain proper nutrition for healing and keep a positive outlook. Throughout it all, she found solace in the dedicated care of the nurses and staff, who not only tended to her medical needs, but also provided emotional support during her toughest moments.

“I don’t think I’ll ever forget the nurses and the care I received on Ward 19 and the Children’s Ward. They always made sure I was happy and helped find positives in each day. They would put a smile on my face when I needed it the most, stay with me if I couldn’t sleep and were always there for me, especially on my bad days,” said Ms Cooper.

“I would also like to acknowledge my plastic surgeons and plastics doctors that came around each morning and made me feel comfortable by keeping me informed of my progress. The connections I’ve made with my doctors, surgeons, nurses and all the other staff that I met at the Northern Hospital over the last year, has given me wonderful memories to think back on rather than my traumatic experience.”

After eight surgeries and 29 days spent in the hospital under the care of a multidisciplinary team, Caitlin was finally discharged. Even after leaving the hospital, she continued her recovery journey with regular visits to the Northern Health Wound Clinic.

Despite the hardships, Caitlin’s story didn’t end with her recovery. She became a beacon of hope for others facing similar challenges.

“Four news channels interviewed me, and my story went viral, reaching millions of people! What I loved most was being able to lend a hand to others facing similar challenges. I received tons of messages and comments from people who wanted to share their own stories—it was incredible! Being called an inspiration meant the world to me. It’s what fuels my drive to keep dancing with all my heart,” said Ms Cooper.

Today, Caitlin is back doing what she loves – dancing. She has returned to her performing arts college and has even been accepted as a principal dancer for the Victorian State School Spectacular 2024. Despite the hurdles, Caitlin is now training full-time while completing her final year of high school.

Recently, Caitlin had the opportunity to share her journey at the Northern Health Plastics Study Day. Amongst the other presenters on the day were; Tessa Bruno, Plastics Clinical Nurse Consultant, Vicki Malamatinas, Plastics Nurse Practitioner, Northern Health Plastic Surgery team members, Hand Therapy, Polynovo and others. Caitlin’s presentation allowed nursing staff to gain insight into the patient’s perspective and the importance of providing compassionate care during long hospital stays.

“Having Caitlin present on the day gave staff a firsthand glimpse into the patient’s perspective, highlighting the critical role of support, education, and patient input during their hospital stay. It provided valuable insights into how staff can incorporate diverse approaches into their practice to better support long-stay and complex reconstructive patients, ensuring they receive comprehensive care,” said Ms Bruno.

Pictured in featured image (L-R): Caitlin Cooper and Tessa Bruno, Plastics Clinical Nurse Consultant.

Last week, Northern Health hosted the Quarterly Staff Recognition Awards, virtually coming together to honour and celebrate the exceptional contributions of our staff.

Michelle Fenwick, Executive Director, People and Culture, hosted the ceremony.

“Our award winners represent professionalism and the values of all our staff,” she said.

“Northern Health has thousands of staff who work across a range of areas, departments and sites, dedicated to providing care to our community each and every day.”

James Pownall, Director of Strategy and Systems, was presented with the Innovation Award for his work in developing an AI solution to a complex admin workflow in the Victorian Virtual Emergency Department (VVED).

James was nominated by Belinda Scott, who said in her nomination, “The result was a development of an AI bot to reduce admin burden for clinical staff, improve access to medical staff and reduce wait times for patients. More patients are able to be seen in the VVED without an increase in medical staffing.”

The Patient Experience Award went to Marita Wallace, Palliative Care Clinical Nurse Specialist. Marita was nominated by Alison Giles.

“On a recent encounter with a frail patient in severe pain, Marita escalated the situation to ensure optimal care. Her good humour, wisdom and humanity is appreciated not just by her team, but also by many staff across the hospital, patients and their families,” Alison said in her nomination for Marita.

Natalia Dewiyani, Spiritual Care Coordinator, took home the Excellence in Leadership Award, for bringing exceptional warmth, compassion and humour to Northern Health. Natalia was nominated by Casey O’Brien, who said in her nomination, “Natalia has a philosophy to smile every day within life’s challenges. She knows intuitively when others are struggling and takes initiative to approach and support fellow colleagues in need with resources.”

The Education Award was presented to Ijaza Lafeer and Jade Howell, Medical Education Advisors. Both Ijaza and Lafeer deliver medical education to our junior doctors and were nominated by Carol Chong.

“Junior doctors who are new to Northern Health have mentioned how welcoming they both are they are always impressed with the high standards of orientation. The pair play a huge role in junior doctor wellbeing who often help to identify doctors who need more support.”

Ebin Ephrem, Senior Social Worker, won the Excellence in Safety Award. Ebin was nominated by Naushi Manzoor, who said in their nomination, “Ebin places a high priority on the assessment of each patient’s clinical needs, behavioural health concerns and the required level of care.”

“His ability to lead with a smile, even in the face of challenges, is a testament to his professional excellence and personal integrity.”

BankVic representatives, Rebecca Attard and Jay Farrell, attended the ceremony and presented the last two awards – Clinical Excellence and Rising Star.

Craig Kleeman, Emergency Department Enrolled Nurse, was presented with the Clinical Excellence Award. Craig was nominated by Emily Morton, who said in her nomination, “Craig is a long-standing employee of Northern Health and predominantly works in the Fast Track area of the ED. Craig is functioning at such a high level in this space with exceptional knowledge and skills and has the ability to observe patients’ injuries or assess illnesses and effectively communicate with senior colleagues around treatment plans.”

Lastly, Grace Zhou, Acting Manager Financial Accounting, won the Rising Star Award. Grace was nominated by Rick Garotti.

“Grace has stepped up to be the Acting Finance Manager while the current Manager/Deputy Director is on secondment. Grace is doing an amazing job in managing the Financial Accounting team – the team is operating at its highest level of efficiency and performance ever and Grace is providing strong leadership in a modest, no fuss way.”

Congratulations to all the award winners!

The Quarterly Staff Recognition Awards are proudly sponsored by BankVic and Northern Health Foundation.

On Saturday, 4 May 2024 Northern Health Foundation hosted its second annual Gala Fundraiser. Over 400 guests came together at the Plaza Ballroom in the heart of the Melbourne CBD, dressed in their most dapper attire, to fundraise for a wonderful cause.

The ballroom saw an impressive turnout of corporate supporters, including major sponsor Northern Private Hospital, along with Northern Health Executives, Northern Health and Northern Health Foundation board members and local MPs.

Radio and television personality Jo Stanley was the MC for the evening, with the supremely talented entertainment act, The Greatest Dance Show, opening the event with their vibrant song and dance routine. Internationally recognised magician, illusionist and escape artist, Cosentino, made an appearance (and disappearance), wowing and perplexing the audience with his ability of illusion, fitting perfectly in with the theme of ‘Imagine’.

Northern Health Foundation would like to sincerely thank all of the sponsors who made this event possible, and allow the team to raise over $130,000 in support of cancer services. The vision to build a Cancer Wellness Centre right here in the north is now one step closer, thanks to the generosity of our community. The goal for the wellness centre will be to allow cancer patients access to a dedicated area where they can relax and spend much needed time away from a hospital bed.

This event is the second Gala Fundraiser Northern Health Foundation has hosted of its kind, with last year raising over $70,000 towards the women’s and children’s department. This year, they have been able to double that, to continue supporting critical causes with the help of our generous community.

Melissa Grenville, Director Foundation said, “we are extremely pleased with the outcome from Saturday night. It was a wonderful event and a tremendous effort on behalf of the team, who I am very proud of. Thank you to everyone who came and supported Northern Health Foundation on the night. It’s great to know all the funds raised are going towards such a worthy cause, and thank you to our major sponsor Northern Private Hospital.”

We look forward to hosting another event of this calibre in the future, spreading the support and awareness where it is most needed to imagine a better north.

Thank you to our sponsors and guests who attended, Northern Health volunteers and the Volunteer Services team, and the Northern Health Foundation team for putting together yet another successful event.

You can view photos from the event here.

 

Featured image: Cosentino performing 

Allison Mhlanga, Graduate Nurse, Ward 6, is the recipient of the Nursing and Midwifery BankVic Scholarship.

In celebration of International Day of the Midwife (5 May) and International Nurses Day (12 May), BankVic generously sponsored one scholarship to be awarded to a Northern Health nurse or midwife in recognition of their valuable service and dedication to their role.

In association with Northern Health Foundation, BankVic offered a $,5000 scholarship towards a national based conference or professional development activity.

Yesterday, Lisa Cox, Chief Nursing and Midwifery Officer, surprised Allison with the news that she was the lucky recipient of the scholarship.

“This is great, because I just found out that I got into the ICU STEP Program, so I am doing my post-grad next year,” Allison said when she found out she had received the scholarship.

Rebecca Attard, Relationship Manager, BankVic, said, “BankVic is so proud to partner with Northern Health Foundation and contribute $5,000 towards a scholarship to support an incredibly worthy recipient, Allison Mhlanga, to help further her professional development with Northern Health and to recognise her valuable service and dedication to her role. A very big congratulations to Allison.”

Fifty Northern Health nurses and midwives submitted an application with their responses to how the themes of International Nurses Day or International Day of the Midwife inspired them in their role.

In her application, Allison said the theme of International Nurses Day – Our Nurses. Our Future. The Economic Power of Care – resonated with her as a new nurse who recently completed graduate program at Northern Health.

“It underscores the vital role nurses play, not only in providing compassionate care, but also in driving economic prosperity through our expertise and dedication,” she said.

“This theme inspires me to recognise the economic impact of nursing care, both on individual patients and on broader healthcare systems. As I begin my career, I am motivated to deliver high-quality, cost-effective care that maximises positive outcomes for patients, while optimising resource utilisation.”

As a graduate nurse, Allison is looking forward to and committed to ongoing professional growth, pursing advanced education and actively engaging in initiatives that promote nursing leadership and innovation.

“By embodying this theme, I aspire to make positive changes within Northern Health, driving improvements in patient outcomes, operational efficiency, and the overall wellbeing of our patients,” Allison said.

“Together with my fellow nurses, I am excited to harness the economic power of care to create a brighter future for healthcare delivery and to make a meaningful difference in the lives of those we help.”

Allison plans on using the scholarship toward the completion of her post-graduate studies in anaesthetics and recovery.

On behalf on everyone at Northern Health, we salute Allison and thank all of our nursing and midwifery staff for their dedicated service.

This week, Northern Health is celebrating International Day of the Midwife and International Nurses Day. Today, we share the thoughts of Paula Cox, Senior Perinatal Mental Health Midwife/Nurse Clinician.

Q: What is your name and title?

My Name is Paula Cox and I work as a Senior Perinatal Mental Health Midwife/Nurse Clinician.

Q: What does International Day of the Midwife/International Nurses Day mean to you?

It’s a day when we can all come together and celebrate the great work we all do as midwives and nurses. It’s a day when I reflect on what it means to be a midwife, especially with my role as a mental health nurse.

I work with women who can be at their most vulnerable, and to be able to support them and help make a difference in their lives is very fulfilling.

Q: Why did you want to become a midwife/nurse?

As cliché as it sounds, during a hospital visit for an operation when I was younger, I was looked after by some lovely nurses who were dressed in these nice uniforms (that some nurses and midwifes wouldn’t have experienced). I looked at my mum and I said, “One day I want to be a nurse and look after people too”. I never changed my mind, and I wore pretend nurse’s uniforms at every opportunity and played with medical kits.

Q: Tell us about your journey to become a midwife/nurse.

My journey started in the UK where I trained as a nurse and midwife. After qualifying as a nurse, I knew that I wanted to work in women’s health and my first job was on a busy gynaecological ward. After a year of working in women’s health, I realised I wanted to study again and decided to embark on my midwifery training, which took me 18 months to complete. I enjoyed all the highs and lows that came with becoming a midwife.

In 2004, I moved with my family to Australia to take up a midwifery position. Midwifery practice was very different to what I was used to, there were no homebirths to attend and no being on call, so I had to quickly adapt to this big change in my career.

After a few years, the opportunity came up for me to be part of a project at the Northern Hospital – the Perinatal Mental Health Project.

This was an amazing opportunity as a midwife to develop a service to address mental health in pregnancy. I never thought I would work in mental health; however, I enjoyed the role so much that I decided to study for a postgraduate in mental health, leading to me qualifying as a post graduate mental health nurse through Melbourne University in 2021.

I have now returned to study as a nurse practitioner, to evolve my role further.

Q: What inspires you?

My own triumphs and struggles, overcoming obstacles in life and realising my strengths and resilience to things that can happen when you’re not expecting it.

Showing my children that you can achieve whatever you want to, as long as you are happy.

Q: Tell us about a particular patient or care interaction that has really stuck with you.

Midwifery has its happy days but can also have its sad days for families.

I was in charge of birthing suite on a Christmas Eve when I received a phone call that every midwife dreads – a mother concerned about her baby not moving.

Unfortunately, this was a sad outcome, but I remember staying through the shift into Christmas Day with this family until the baby was born and beyond. It was a great privilege to be part of this family’s journey, and although it came with great sadness, out of this came a great friendship, followed by the joy of being their midwife for their next three children.

Q: Do you have a message for your nursing/midwifery colleagues?

Happy International Day of the Midwife and International Nurses Day. You all have dedication, compassion and skills that make a profound difference in the lives of people.

Let’s take this day to celebrate all that we do and the incredible impacts we make every day.

---

This week, Northern Health is celebrating International Day of the Midwife and International Nurses Day. Today, we share the thoughts of Rachel Green, Nurse Unit Manager, Ward 19.

Q: What is your name and title?

Rachel Green, Nurse Unit Manager – Ward 19.

Q: What does International Day of the Midwife/International Nurses Day mean to you?

International Day of the Midwife and International Nurses Day are days of recognition, celebration and commemoration of the amazing work and care that nurses and midwives do each and every single day of the year, both in the hospital setting and in our wider community.

Q: Why did you want to become a midwife/nurse?

The reason I became a nurse was because I was inspired by the healthcare industry and the care and compassion shown by nursing staff, and the importance of doing the small things that make a big difference in the care and management of patients. I felt I needed a career that was hands on, involved people, was progressive and an ever-changing career pathway.

Q: Tell us about your journey to become a midwife/nurse?

I commenced my nursing journey through Victoria University TAFE as an Enrolled Nurse initially and decided that I would do the bridging course that led me into the second year of the Bachelor of Nursing at Victoria University. I completed my degree in 2008 and completed my Graduate year at Northern Health in 2009. Northern Health over the years has provided opportunities to grow as a nurse and progress into leadership roles within the organisation. In 2022, I was seconded into the Nurse Unit Manager Role on Ward 19, where I have since become the permanent Nurse Unit Manager on Ward 19 which is primarily Orthopaedic and Plastic Surgery Ward.

Q: What inspires you?

I am inspired by all the amazing work that is done around the organisation. Especially the amazing team on Ward 19, who on a daily basis, amaze me with their compassion, empathy, kindness and dedication to the organisation and their patients. Throughout my years at Northern Health, I have been surrounded by many amazing and inspirational leaders, who have shaped me to become the leader I am today.

Q: Tell us about a particular patient or care interaction that has really stuck with you.

I remember a few years ago, during a rough shift whilst working on the floor as a Clinical Nurse Specialist, I was very overwhelmed. I was looking after a patient who had some significant medical issues and post-surgery complications, which lead to further major surgery and complications. She was a patient on the ward for over four months. Even though with all these complications, extended length of stay and pain they were in, the patient never lost their compassion or empathy towards healthcare workers. To this day I still remember sitting with them in their room, whilst they comforted me during my overwhelming shift. This has stuck with me, and constantly reminds me no matter how bad the situation is, it is important to show empathy and kindness to everyone, we just don’t know what sort of day someone else is having.

Q: Do you have a message for your nursing/midwifery colleagues?

Despite all the hard days or shifts, there is always a reason that brings you back to work. Whether it be the team you work with, the patients that you have the privilege of looking after or the chance you’ll make a difference in someone’s life at their lowest moment.

This week, Northern Health is celebrating International Day of the Midwife and International Nurses Day. Today, we share the thoughts of Annie Tolmay, Associate Midwife Unit Manager and Clinical Support Midwife.

Q: What is your name and title?

My name is Annie Tolmay and I am an Associate Midwife Unit Manager in Birth Suite and a Clinical Support Midwife.

Q: What does International Day of the Midwife/International Nurses Day mean to you?

It feels conflicting to celebrate International Day of the Midwife without also acknowledging the many pressures and challenges nurses and midwives face. As healthcare professionals we are excellent at supporting our patients and families, however we sometimes don’t have the space to address the ways the complexities of this job can affect us. This day can be bittersweet as we reflect on the sacrifices and challenges, and despite it all continue to show up and provide safe care and support to women and their families.

Q: Why did you want to become a midwife/nurse?

Being a midwife is one of the most humbling, fulfilling and unique professions. Early in my career, someone told me midwifery is mostly pure joy, with moments of pure terror. The highs are so high with tears of joy, rushes of adrenaline and an overwhelming sense of connection. But the lows can be too devastating for words, nothing compares to caring for a family who has lost their baby. Whether I am experiencing the immense joy or heartbreak of midwifery, I am always so honored that a family is allowing me to share in that with them. It is the most intimate and vulnerable time in a woman’s life, and being witness to that will never stop being incredible.

Q: Tell us about your journey to become a midwife/nurse and what inspires you?

I have been at the Northern since my very first observation day in first year as a student. The Northern has been instrumental in my growth and development as a midwife. Throughout my years here, both as a student and now as a midwife, I have had the opportunity to work beside some incredible people who have elevated not just me but our unit at large. One of the joys of midwifery is being the lead clinician in pregnancy and birth, and I am constantly driven to support and encourage new midwives to upskill and continue finding opportunities that keep them passionate about their practice in order to further their careers.

Q: Tell us about a particular patient or care interaction that has really stuck with you.

Last week I helped a junior midwife discharge a first-time mum home with her new baby, and she and her partner both welled up with tears as they stepped out the door. She asked me to pass along her immense gratitude and appreciation for her care team. She had felt such warmth and empathy from every clinician that she felt we were now like family. It made me feel very proud of the work that we do here and the impact we have on people’s lives.