Content warning: This article references stillbirth.
Congratulations to Marion Fosberry, Senior Contact Operator, who is our ‘Excellent Experiences’ STAR Award winner.
The Excellent Experiences Award is given to a person who makes a positive impact on the experience of our people, patients or consumers. This may include improving the quality and consistency of consumer or employee experience, or going the extra mile for the sake of others – displaying respect, humility and kindness.
“It is a great achievement to receive an award like this after almost 10 years of working at the switchboard,” says Marion. “Especially considering I was nominated by someone I don’t know.”
Marion was nominated for a phone call she handled with compassion and kindness earlier this year.
A mother whose baby was stillborn received a letter about collecting her baby’s ashes. However, the contact person listed on the letter was not at work that day.
Rather than forwarding the mother’s call, Marion kept her on hold while she rang multiple departments, so that the mother wouldn’t have to continually repeat her story. Eventually, Marion found an appropriate contact within the Allied Health team at Casey Hospital who could help with the mother’s request.
“I was nominated for going out of my way to help someone who was going through a difficult time,” says Marion. “But I don’t think that I did anything special, it’s just part of my job. Thank you for recognising my hard work, I am truly grateful.”
Thank you, Marion – it’s the simple choices in our busy workdays that make the biggest impact on our patients.
If you would like to nominate a colleague or team, you can do so at any time by visiting the STAR Awards portal. For more information about the STAR Awards program, visit the Monash Health COVID-19 website.
Approved by Karen Lowe
If you found this article distressing, please know that support is available. The Employee Assistance Program (EAP) service is confidential and available for all Monash Health employees, immediate family members and volunteers for short term counselling and coaching support.
Provided by Converge International, the EAP service aims to assist you in meeting any challenges or demands you may be facing in your work or personal life.
The service is available Monday to Sunday, 8am to 6pm with an after-hours service available 24/7, 365 days a year.
To make a booking visit the Converge International website. For further enquiries please call Converge International on 1300 687 327 or email Converge International.