STAR Awards Night, September 2018

Dairne Hayles- Gribbles Veterinary, NZ

Working in a small and busy speciman's reception lab, Dairne has been a leading example of what exceptional service is to both clients and other staff.

Dairne consistently exceeds expectations to deliver the best service and to ensure sample delivery turnaround times are uncompromised.

She is extremely customer service driven and leaves no stone unturned to ensure the quality of service is maintained at a high level.

Dairne has an amazing ability to remain polite, kind and helpful even in the face of challenging clients and always finds a way to turn any situation into a positive experience for our clients.

Maternity Unit- Gold Coast Private, QLD

The Maternity team deliver a VIP experience to new parents that is recognised as South East Queensland’s most popular maternity wards for parents seeking premium private health care and a five-star experience.

The team consistently exceed expectations achieving a 90.9 net promoter patient satisfaction score and an 85 net promoter score from patient experience over time.

News of their outstanding service is spreading rapidly with one mum’s story recently reshared across Australia via social media.

Vicky Kind- Canterbury SCL, NZ

Vicky has been instrumental and is the driving force behind the ‘Canterbury Socialiser’ that has positively contributed to staff engagement across the SCL group.

Outside of her day to day responsibilities Vicky has galvanised the Voice team (staff survey action group) and others to produce a professional, inspiring publication that staff both look forward to and contribute towards each month.

This has helped improve communication and lifted staff morale considerably with staff now feeling more welcomed, connected and informed.

This has made such a positive difference especially to many of our staff that work remotely.

Virtual Patient Flow - Nepean Private Hospital, NSW

Through reengineering patient flow practices at Nepean Private Hospital a group of staff made up of individuals who previously had worked in silos and performed tasks in isolation of each other were brought together to perform as a virtual ‘patient flow team’.

As one team, they adopted a range of methodologies to improve service design to ensure continual flow that has resulted in immediate improvements to the elective surgery model of care, thus improving outcomes for patients and the organisation.

It has been an exciting journey for this group as they have grown in confidence and acted as role models for teamwork and communication.

Bharat Kaul - Lady Davidson Private Hospital, NSW

Bharat ensured the transition to one Hotel Services department was an opportunity to positively refocus the team and improve efficiencies without compromising on quality.

Bharat supported the team to embrace opportunities to upskill and become proficient in multiple areas that has enhanced the team work and cooperation of both units.

His non-traditional approach to change and his ability to bring the team on board has been infectious resulting in a more cohesive, supportive and proactive team that is evident from the team's recent sustainable engagement score of 85%.

Theatre Team - Parkwynd Private Hospital, SA

The Theatre Team is a shining example of a team working together to adapt to change, see the way forward through planning and a proactive strategy to achieve great results in VMO growth and recruitment.

Since November 2017 Parkwynd has recruited 7 new surgeons and increased the filled theatre lists from 82% to 96%.

This increase of 14% in filled theatre lists is significant and will positively impact the FY19 revenue and budget and is reflective of the hard work, commitment to growth and innovation of the Theatre team.

Jillian Eldridge - Healthscope Independence Services

During a community outing, Jillian and he disabled client were confronted by an aggressive drug affected individual.

Jillian dealt the situation both calmly and in a courageous manner, managing to de-escalate the situation until assistance was provided and the situation was resolved.

Jillian was nomincated by her Healthscope Independence Services WHS Manager for her bravery, courage and calm thinking to protect her disabled client during an extraordinary event.

CSSD Department - The Memorial Hospital, ACHA

The CSSD team have worked cohesively to significantly improve their department as demonstrated by the 2018 HICMR review, with an increase in compliance from 80% in 2016 to 91% against the AS/ NZ4187:2014 revised standards.

Despite the challenges the CSSD staff faced, they worked together as a team to implement, support and comply with the changes that were advised by HICMR and ACHS in 2016.

Specifically, a CSSD that operates beyond capacity within a small footprint, severe lack of storage and high theatre utilisation and case mix.