Join us to reflect on the small moments that make a big difference, as we celebrate World Kindness Day on Monday 13 November.
Kindness matters
It’s 10:00 am and Mauricio is sitting up in his bed at Kingston, a big smile on his face. The team of doctors, nurses and physios that have been caring for him over the last three months are gathered by his bed, but it is no regular morning round. On this day, the team are honouring his 80th birthday with a song and his eyes mist over with appreciation.
It’s moments like this that illustrate why small acts of kindness truly matter.
“There has been increasing recognition in Australia and internationally about the importance of kindness in healthcare and that simple, everyday acts of kindness can have a significant impact on health outcomes,” said Juliet Pellegrini, Director of Patient Experience and Consumer Partnerships at Monash Health.
“Research has found that kindness is associated with increased happiness; less anxiety, depression and stress; improved mental health; stronger and more satisfying relationships; and a stronger immune system – for both the giver and the receiver of the kindness.”
Little things make a big difference
While individual acts of kindness can seem small, our patients often tell us how much they matter.
“The staff were professional and kind,’ a Monash Health patient told us recently. “They didn’t seem rushed and they took their time listening and explaining things to me. When I was taken to a bed, two volunteers brought me a cup of tea, some yoghurt and biscuits, and extra blankets and pillows. I was alone so having kind staff was very reassuring.”
“The staff were extremely patient and constantly checked in and asked if I needed anything,” shared another. “I struggled getting up and out of bed. I felt quite nauseous and when the nurse noticed, she rushed over and then another nurse gave me some medication. I felt extremely cared for.”
“The staff were so kind and empathetic,” said another patient. “They gave me options and allowed me to make decisions that would best support both my and my partner’s, physical and mental health through a difficult time. We were always well informed and treated with respect during appointments.”
Whether it’s a cup of tea or taking the time to say ‘hello’, acts of kindness can help personalise a patient’s experience of care and ensure they feel seen and understood.
A celebration of kindness
On Monday 13 November, we are celebrating World Kindness Day at Monash Health by reflecting on the role kindness plays at work, for our patients, their families and our colleagues.
This year’s theme, ‘Moments that matter’, aligns with the new Service Excellence Standards, which are at the centre of our commitment to meet or exceed expectations in every interaction.
In the hospital setting, moments of kindness are the practical, often simple, things done every day:
- greeting patients with a smile, introducing yourself and what you do
- making sure you use a patient’s preferred name
- adjusting a patient’s bedding so that they are comfortable
- asking for permission before taking a meal tray
- addressing the patient, even when their family is supporting their communication
- asking patients how they are and taking the time to listen.
Join in the activities across Monash Health
Pop-up displays at all major sites | Monday 13 November:
Come and share your ‘kindness moments’ with the Patient Experience team at pop-up stands at Casey Hospital, Dandenong Hospital, Kingston Centre, Monash Medical Centre, Monash Children’s Hospital, Moorabbin Hospital and the Victorian Heart Hospital.
- The stands will have information, resources, giveaways and goodies.
- Employees, patients and visitors will be able to share their ‘moments that matter’.
- We will have a number of ‘pocket hearts’ to give away at pop-up stands, courtesy of the Australian Kindness Initiative, 1000 Hearts.
Celebration kits will be provided to Sandringham Hospital, and community sites at Berwick, Cranbourne, Dandenong, Pakenham and Springvale.
Schwartz Round: Coming out of COVID: Moments that matter | Monday 13 November, 12.30-1.30 pm, lunch from 12 pm
Join us for an all-employee Schwartz Round facilitated by Monash Doctors’ Dr Anand Ponniraivan and Dr Ari Horton.
Schwartz Rounds are forums where both clinical and non-clinical employees can discuss the emotional and social aspects of healthcare. They aim to facilitate a greater understanding of the challenges and rewards of providing care to our patients.
Approved by Associate Professor Anjali Dhulia, Chief Medical Officer, Executive Director, Medical Services