One of my most memorable experiences of receiving exceptional care occurred during a deeply personal and difficult time in my life.
After a number of attempts, I fell pregnant. The journey was both exciting and terrifying, as an earlier pregnancy that year had ended in loss. I was hopeful, but understandably anxious.
When I attended Medical Imaging, the administrative staff recognised my previous experience and provided compassionate support while maintaining my privacy and confidentiality. Their kindness made me feel seen as a person, not just another appointment on the schedule.
Sadly, the pregnancy was not viable and was complicated by a number of medical issues. Throughout this difficult period, the Medical Imaging team continued to demonstrate extraordinary care. They were honest and transparent about what was happening, while showing genuine empathy and compassion. They listened to my concerns, answered my questions, and provided appropriate advice and reassurance. When I provided feedback, I felt heard and respected, which made an incredibly difficult situation a little easier to navigate.
As my condition deteriorated, I was admitted to the Emergency Department Resuscitation Unit after experiencing significant blood loss. Despite the seriousness of the situation, the team remained calm, professional, and supportive. They clearly explained what was happening, what their concerns were, and what treatment I required. I never felt judged—only supported. They kept me informed throughout the process, regularly checked on my comfort and wellbeing, and ensured I felt safe during a frightening and vulnerable time.
What stood out most was that their care extended beyond me. My husband was by my side throughout the ordeal, and the team took the time to check on him, answer his questions, and ensure he was coping as well. Their recognition that illness impacts families, not just patients, demonstrated truly person-centred care.
When it became clear that my condition was continuing to decline, the decision was made for me to undergo emergency surgery. I was scared, overwhelmed, and uncertain about what would happen next. From the Emergency Department through to the Theatre team, every person I encountered treated me with kindness, dignity, and compassion. Staff held my hand while calmly carrying out the urgent work they needed to do. They balanced clinical excellence with genuine human connection.
I remember very little of the procedure itself, but I clearly remember waking up and being overwhelmed by emotion. The Theatre team continued to support both me and my husband, providing reassurance, comfort, and understanding during one of the most difficult moments of our lives.
This experience showed me what best care truly means. It is not only about delivering excellent clinical treatment; it is about treating people with compassion, honesty, dignity, and respect. It is about recognising the emotional impact of healthcare experiences, listening to patients and families, and ensuring they feel supported every step of the way. The care I received from Medical Imaging, Emergency Department, and Theatre staff will stay with me forever, and I will always be grateful for the difference they made during one of the most challenging times in my life.
"Not just a patient..."
About: Bairnsdale Hospital / Emergency Department Bairnsdale Hospital Emergency Department Bairnsdale 3875 Bairnsdale Hospital / Medical Imaging Bairnsdale Hospital Medical Imaging Bairnsdale 3875 Bairnsdale Hospital / Surgical Care Bairnsdale Hospital Surgical Care Bairnsdale 3875
Posted by carinamf97 (as ),
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Update posted by carinamf97 (the patient) 3 days ago
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