Compassion and understanding are remarkable tools for QEII’s Consumer Liaison Officer and December Consumer Partnering Award winner, Kerri Radovanovich.
Kerri’s nomination applauded her invaluable support to individuals contacting the hospital in moments of crisis, distress, or confusion over the past two years.
Describing her role as multifaceted and unpredictable, Kerri said she faces diverse challenges every day but she finds fulfilment in achieving positive outcomes for patients and their families.
"My day is never the same... I could come in with a plan, but that can change in an instant.
“People who call us have not had the easiest path navigating the hospital system. For us, it’s our chance to help get them an outcome and alleviate some of the stress they have carried on their medical journey,” she said.
Kerri acknowledges the challenges of managing escalating situations and stressed the importance of empathy and active listening.
"Sometimes, all people want is for someone to listen. In almost every situation, actively listening can de-escalate the situation.
“If I could impart any advice to anyone, it would be to take the time to understand your patient because information empowers you to act.
"It's those really good outcomes that make it all worthwhile. There was one patient who hadn't had his prostate checked for six years and I got him in within three weeks. On the day of his appointment, he turned up with chocolates to thank me."
Reflecting on her nomination, Kerri says that she feels humbled, but that it’s the collaborative work of the team that is the real success.
“We’re not often in the spotlight. We work behind the scenes, so I think the work we do is often thankless, but there’s no doubt it is valuable. Our amazing team come from different areas across the hospital, so there's always someone with experience to turn to."
As Kerri's win shines a spotlight on her exceptional service, it also illuminates the invaluable contributions of support officers in fostering a culture of empathy and excellence and how the collective efforts of all healthcare professionals make a difference in the lives of others.