Edition 3 - Winter 2023
Welcome to One 24-7
One 24-7 is about keeping the valued staff and contractors of Care 24-7 informed and connected. We hope it encourages you to keep doing a great job! We’d welcome your suggestions and feedback at [email protected].
As temperatures in southern parts of the country trend downwards, while the sunny status quo continues for our Sunshine Coast cohort, I’m pleased to share this winter team update.
As we hit Send, we’re celebrating the news that Dr Clive Hume, Senior Doctor in the Calvary Adelaide Hospital ED, has received the Medal of the Order of Australia (OAM) in The King’s Birthday 2023 Honours List. Clive is honoured for his extensive service to medicine – read more here. Congratulations, Clive!
Since our previous edition, patient experience measures remain high thanks to your efforts and care.
More than 89% of patients are either likely or very likely to recommend our Adelaide ED and a significant 95.2% are likely/very likely to recommend the Buderim ED (which exceeds the rolling 12-month average of 92%).
Our administration and marketing teams have implemented several improvements in our waiting areas, including free WiFi, additional seating, calming ambient music and phone charging stations. Wonderful to see another example of us providing “excellent emergency care, and more”.
Congratulations, Dr Clive Hume OAM! Clive is pictured with our own Dr Sharad Pandit and GM of the Calvary Adelaide Hospital,Tanya Brooks.
In terms of the number of people we care for, average daily presentations in Adelaide climbed to 53.9 (from 51.5) and, for Buderim, remained stable at 35.1 (previously 35.3). Presentations via SA Ambulance Service (SAAS) rose from 11.4 to 14.7 per day, while Queensland Ambulance Service (QAS) volumes sit at around 10 people per day.
When it comes to wait times, Buderim continues to perform exceptionally well, with an average minimal wait of just 10 minutes.
Other achievements and updates:
- Collaboration continues with Calvary IT regarding Medtech and operational business improvements in Adelaide.
- The Buderim journey board project is progressing well, with a tailored solution currently under development.
- The Calvary Lenah Valley (Hobart) steering committee has been established and project activities are underway.
- Data mapping for Adelaide under the Health Roundtable initiative has finished and the project handed to Calvary IT for completion.
Looking ahead, we’ll be reviewing our HR policies and procedures to make sure they align with our evolving needs. We’re also considering a co-branded uniform top for Adelaide reception staff.
Let’s continue to collaborate and strive for excellence in all areas of Care 24-7, supporting each other every step of the way.
Just like that, we’re nudging the halfway point of 2023! Together we’ve accomplished much this year already.
To help with patient flow and managing wait times, we’re continuing to work with several recruiters to source new doctors. The marketing team has also activated social media campaigns and targeted activity on LinkedIn to help with recruitment efforts.
We rolled out a short staff survey in April, building on progress from the October survey. We’ve:
- Welcomed five new clinicians in Adelaide and achieved full staffing levels at Buderim.
- Developed action plans for our operational teams including Practice Managers and the Corporate team.
- Completed a standardised administration manual for our frontline reception teams.
Birthdays. We think they’re a big deal and a chance to say thank you to our team. Look out for yours when your big day rolls around…
While survey results show positive shifts in work environment perceptions, we noticed a decline in doctor responses compared to other roles. We’re hopeful that the onboarding of additional clinicians will see these results improve as workloads are alleviated.
We’d love your feedback on the One 24-7 e-news. Your input matters. It helps us to know what we’re getting right and where we can improve.
We want Care 24-7 to be a place where you look forward to coming to work. A place that brings you professional fulfilment, as well as a warm sense of belonging and purpose.
Below are just a few glowing comments we’ve received through social media recently. Your work is very much valued and appreciated!
Fancy a family trip to the movies? Or a massage? What about a quiet dinner for two – on us?
Care 24-7 is giving you the chance to win some well-earned R&R! To enter, simply tell us in 50 words or less why you do what you do professionally. What do you find most rewarding?
The winner will be randomly drawn and announced in the next One 24-7, then get to choose their prize (worth around $150). Good luck!
This comical tearoom tale involves medication, a mask and an immovable mindset…
It was time for a patient to be given her medicine, so our featured nurse asked her to take off her mask. At this seemingly simple ask, the patient refused. NO WAY. In fact, the patient had quite the creative solution to her perceived plight…
“You’ll just have to cut a hole in it then!” she said.
Our nurse chuckled. Alas, the comment wasn’t a joke. It took “quite some time” to convince the patient that the momentary mask removal was safe.
Eventually, the medicine was taken and a new mask firmly affixed. Thankfully our nurses are gifted with patience in spades!
Do you have a Tale from the Tearoom? We’d love to share it! Email us: [email protected]
Encouraging healthy workplace habits
Care 24-7 is sponsoring the Corporate Cup in Adelaide again this year to show our support for healthy workplace habits.
Established in 1981 by the Australian Council for Health, Physical Education and Recreation (SA) and operating every year since, the Corporate Cup is a walking or running event that aims to incentivise businesses to build health, wellbeing and camaraderie in the workplace. Pictured during last year’s event, Alyssa and Benjamin even brought their newborn bub along!
Keen to enter Care 24-7’s team? Please email Kay Wilkey to register.
‘Faultless’ ED experience for Nichole
After enduring pain in her head for 11 long days – even after three visits to public emergency departments in futile search of relief – Nichole Pinder insisted the ambulance take her to the Buderim Private Hospital Emergency Centre.
A regular migraine sufferer who also has stenosis in her spine, Nichole was beyond her wit’s end with anguish.
“At (one of the hospitals) I ended up on a bed in the hallway,” Nichole said. “I was there for five hours and didn’t see anyone. They told me I wouldn’t see anyone until morning, so I went home.”
When the pain became unbearable for the fourth time in 11 days, Nichole called an ambulance again, this time insisting she be taken to the Buderim Emergency Centre.
Here, Nichole’s experience turned out to be “faultless”.
Name: Kay Wilkey
Role: Practice Manager
Location: Calvary Adelaide Hospital E.D.
Care 24-7 start date: November 2021 (Calvary Wakefield since 2013)
1. Tell us, what tops your bucket list?
To travel overseas to Canada and Alaska. To spend more time with my family. And I’d like to volunteer when I retire.
2. Think of a person you look up to. Why do they inspire you?
I like to live by things my father taught me. Things like being kind to others and speaking to them how you wish to be spoken to. He taught me to respect my elders and to not judge people too quickly, as everyone has a story. He also emphasised the importance of “putting yourself in the shoes of others” before reacting or taking offence.
3. What do you do to relax after a tough day?
I love going to the gym and for walks along the beach. Spending quality time with family also helps me after a tough day.
4. What influenced you to choose this professional path?
I always wanted to be a nurse growing up. I found that if I ever visited someone in hospital, it felt like that was the place I was meant to be. I was very happy when I gained a role at the previous Calvary Wakefield Hospital on Reception and now, here at Care 24-7.
5. What motto or mantra do you like to live by?
Forgive people in your life, even those who are not sorry for their actions. Holding on to anger only hurts you, not them.
Paul returns to clinical nursing
After more than two decades as a much-loved member of the Adelaide ED team, Paul Quigley has returned to his clinical nursing roots in a Theatre Recovery role. “As Clinical Manager, Paul has led the team to provide exceptional service to many patients and families over the years,” Paul Langley said. “He always brought a great sense of humour and kind spirit in all his interactions with both staff and patients. “We all wish Paul nothing but the best in his new role.” Paul (pictured with Barry and Wallace) worked for more than 20 years in the Calvary Wakefield Hospital ED, before successfully transitioning the team to the new ED at Calvary Adelaide in 2021. Do you have a special memory of working with Paul? Please email it to One 24-7 so we can share next time… |
Ready, set, allez!
In exciting news for the sports fans among us, Care 24-7 has been confirmed as an emergency department service provider for the 2023 Women’s FIFA World Cup.
We are providing a team of emergency doctors and nurses to look after the players, team officials and VIPs for the five Adelaide matches. The matches at Hindmarsh Stadium are on July 24, 28, 30, August 1 and August 8 (round of 16), involving teams from England, China, Brazil, South Korea, and Morocco.
The 9th edition of the Women’s World Cup 2023 kicks off – literally – on July 20. We can’t wait to be involved in one of the world’s largest sporting events!
Staff social snaps
Wonderful to see the smiles all around when the Adelaide ED team caught up for drinks recently. And congratulations to nurse Alex Collins on little Adeline Posie’s arrival just a few weeks ago. What an absolute darling!
