Adelia da Silva and Neliya Wijesooria, Patient Services Assistants (PSAs) at Monash Medical Centre’s Ward 44

Adelia and Neliya were dual winners of this year’s Award. PSAs are an integral part of the ward team, playing an important role in ensuring inpatient units function well and are welcoming, safe, clean and comfortable environments.

Adelia and Neliya work seamlessly together to deliver exceptional customer service, and this was exemplified in April when Medical Director Dr Jason Goh undertook ‘a secret day in the life of a PSA work experience’ study. He was introduced to Adelia and Neliya as a trainee and they spent the day inducting him to the ward – with no idea he was in fact a senior doctor. Dr Goh found Adelia and Neliya to be incredibly patient and kind towards him as a ‘work experience student’ and saw how proud they were of the exemplary work they do. He experienced firsthand how Adelia and Neliya treated patients with the utmost respect and kindness during their most vulnerable time in care. Dr Goh saw how hard the PSA and Support Services employees work to bring the ward together and shared his experience in this article published across Monash Health.

“I’m really speechless to have won,” Says Adelia, “but also very happy and proud. I’ve been working at Monash Medical Centre for six and a half years and Neliya and I work closely together and as part of the wider team.”

As Adelia and Neliya were unable to be present at our Awards night, the Award was accepted on their behalf by General Services Manager Alan Kurrle. Speaking on behalf of Neliya, Alan says “like Adelia, she’s very humble about her win - they both say it’s just part of the way everyone works together on the ward. It’s a team effort and the rest of the team deserve the Award just as much.”

Our Vic/Tas Awards night was held at the stylish showroom of longtime IHHC Supporter Comcater in Port Melbourne. Pictured below and interspersed throughout this story are some images from the night, which showcase IHHC Supporters and friends who were present for the event, including Sean from UNOX, Matthew and Clayton from Thomas Catering Equipment, Ely from Delegate, Vicki and Jamie from Monika, the team from Textured Concept Foods who had a product display stand on show, Patties Food Group which supplied hot foods, Diana and her team from Bidfood Australia which stocked our grazing table with their quality products, and Evie from Birch & Waite which provided dessert take-home packs to attendees.

Gouge Linen & Garment Service

John Calleja and Chrissy McFarlane, the CEO and General Manager Sales/Customer Service of Gouge Linen & Garment Service respectively, were on hand at our presentation night to receive the 2024 Advocacy Award.

Gouge is a 100 per cent Australian owned industrial laundry which supplies high quality linen, garments, mats and related products to hospitals and aged care facilities. Its quality management system is certified to IOS 9001:2015 and its fleet of more than 40 trucks and vans allows it to supply some of Victoria’s premier venues, with a local presence in Melbourne, Geelong, Bendigo, Ballarat and Goulburn Valley.

Gouge exemplifies professionalism, reliability and exceptional customer service and its commitment to quality translates to tangible benefits for customers. Patients experience a sense of comfort and homeliness through the use of soft and tactile linens. Fluffy towels, smooth sheets and plush robes contribute to a positive experience during their stay, enhancing their overall wellbeing.

John and Chrissy prioritise effective communication and their professionalism, organisation and process-driven approach fosters trust and satisfaction. During challenging times of floods, fires and the Covid pandemic, Gouge has demonstrated unwavering commitment to its clients, working collaboratively to ensure uninterrupted supply even amid crises. Daily communication and proactive problem-solving underscores Gouge’s dedication to supporting healthcare facilities during emergencies.

“We were rapt to be nominated and then to win,” CEO John Calleja says of the Award. “Being a regional-based business with our main plant in Shepparton, that local and personal approach is embedded in everything we do. We do about 450 tonnes of linen per week there to give a sense of scale; our plant runs 24 hours, five days a week with three shifts and we service major hospital sites including St John of God which nominated us, along with Ramsay Health, Bendigo Health and Goulburn Valley Health, and we’ve been an IHHC Supporter for well over a decade.”

John and Chrissie have long been staunch supporters of the IHHC Awards for Excellence. “I think they’re a great initiative,” John says, “in that they recognise people for all of the good work they do, and it’s great to join the group of winners. It’s particularly rewarding for services like ours, which play such a critical role behind the scenes, to get this kind of acknowledgment.”

Closing the Loop on Textile Waste – Monash Health

Kerrie Vasiliadis, Operational and Quality Manager Support Services at Monash Health, received the Sustainability Award on behalf of Monash Health for its ‘Closing the Loop on Textile Waste’ initiative.

Like most corporate entities, Monash Health’s uniforms have logos on them which made disposal difficult once they were no longer in use. A uniform recycling project was therefore implemented in conjunction with service provider Upparel, which provides collection bins on site for employees to dispose of uniforms which meet the relevant criteria. All garments are shredded to ensure branding is destroyed, and all materials remain onshore and are repurposed to secondary products. Following a trial program, the project was rolled out across all major Monash Health sites. So far this year alone, this initiative has diverted 309kg of textile waste from going to landfill and prevented an estimated 1018kg of greenhouse gases.

“We’re not aware of any other healthcare organisations utilising this program or something similar within Australia,” Kerrie says. The uniforms are recycled by tearing their textiles into a super fine fibre called FillUP, which can be utilised in place of virgin polyester fill for cushions and stuffed toys. Upparel also compress this fibre to create a revolutionary circular product called UPtex, for use in packaging, signage, homewares and more.

“I think this is a wonderful Award to win,” Kerrie said upon receiving the Sustainability Award for 2024. “I understand this is a new Award category, it’s certainly one that is a worthy initiative, and I believe it’s the beginning of better things to come – the focus on improving sustainability is set to take off.

She adds: “Our aim in nominating the initiative for the Award was to help raise awareness that these programs do exist and are affordable. I hope we can inspire other healthcare facilities to take our lead and sustainably dispose of their uniforms which are no longer wearable. You can only imagine the impact it could make if every public and private hospital in Australia was doing this.”

Kelvin Wong, Kitchen Supervisor, Royal Children’s Hospital

In the span of just 12 months, Kelvin has undergone a remarkable transformation within the team, evolving from his initial role as a menu monitor and supervisor to becoming an integral member as a cook and diet cook. His journey is a testament to his dedication, adaptability and unwavering commitment to excellence.

As opportunities have arisen Kelvin has fearlessly embraced new challenges, transitioning seamlessly into his new roles. His ability to adapt and thrive in different capacities highlights his versatility and innate talent.

Throughout his tenure Kelvin has consistently demonstrated a proactive attitude towards shouldering additional responsibilities. He eagerly takes on new tasks and projects, never shying away from the chance to contribute to the team’s success. Kelvin’s willingness to go above and beyond expectations speaks volumes about his dedication and reliability.

Kelvin actively engages in learning sessions and seeks feedback from peers to ensure he can continually improve and better serve both the team and patients.

“I didn’t expect to win,” says Kelvin of his Award, adding that the presentation night was “an awesome time to catch up with staff and all the new people I’ve met. I’m a very shy person, so thank you very much for the Award and thanks to all my managers and supervisors, as well as the staff who all so work hard as a team – we’re getting better and better all the time!”

Liljana Jankovski, Housekeeping Attendant, Cultura Geelong

This year’s Brightest Star Award had a runner-up in Liljana Jankovski of Cultura Geelong.

Lili has almost three decades of experience in commercial and hotel cleaning and is always looking to use her knowledge and organisational skills to provide efficient and reliable cleaning services with a personal touch.

She is highly committed to her role and has consistently built up successful relationships with residents, their immediate families and staff. Lili shows great empathy for palliative care residents, sitting by their bedsides and listening to their life stories.

Lili also assists in laundry and food services and shows a strong dedication to helping residents resolve issues. She listens attentively, solves problems quickly and efficiently, and consistently receives positive feedback.

“It came as a great surprise,” Lili said about her Runner Up commendation. “I never expected it and I’m so excited and happy – people are still congratulating me, which is wonderful!”

Harry Shen, Senior Head Chef, St Vincent’s Care Services

Regular readers of the IHHC National Magazine will recognise Harry’s name – he and colleague David Martin were runners-up in last year’s IHHC Culinary Competition, and the duo recently returned from a trip to London where they brought home two silver medals and one high commendation from the Salon Culinaire competition.

Harry is a visionary leader who sets ambitious yet achievable goals that align with the overall mission and values of his team and organisation. He motivates and inspires team members to work towards a common goal, fostering unity and purpose.

Harry actively listens to his team and ensures their ideas and feedback are welcomed and respected. By creating an open and honest communication environment, he builds strong relationships, gaining trust and loyalty. Harry also leads by example: he sets high standards for himself and holds himself accountable for his actions and decisions. His work ethic and dedication inspire his team members to follow suit, creating a culture and excellence and professionalism.

Harry believes in the potential of his team members and provides them with opportunities to showcase their skills and talents. He also demonstrates adaptability and resilience as a leader, remaining calm and solution-oriented in the face of challenges and inspiring his team members to do the same. He understands that leaderships is about navigating past obstacles with determination, and he encourages his team members to embrace change and find innovative solutions.

“I want to take this opportunity to thank the IHHC for this Award,” said Harry upon receiving his plaque at the presentation night. “I’m grateful that this showcases what we can do in aged care, and I also want to thank all our supporters and St Vincent’s Hospital and St Vincent’s Care Services – without them I wouldn’t have been able to achieve this.

Harry adds: “I think these Awards are not just about personal achievement, they also shine a light on what we are doing in aged care – how we are dedicated to delivering care and love for our residents, not just at St Vincent’s Care but across the industry.”

Lifting to New Heights – Dandenong Hospital, Monash Health

Sarah Wipfli (pictured R), Support Services Manager at Monash Health’s Dandenong Hospital, received the Project of the Year Award on behalf of the wider team for the hospital’s ‘Lifting to New Heights’ project.

The project began following a site walkaround of the Dandenong Hospital Food Services loading dock, which identified some issues with the way in which the team was using the facility, which had remained unchanged since the hospital was built.

Following a formal risk assessment, a multidisciplinary project team was formed to design and implement a suitable solution. A business case was submitted to seek funding and approval for building works including installation of a replacement loading dock hoist, hand railings, bumper protectors, assisted lift functionality and levelling of uneven surfaces.

The Monash Health procurement team led a procurement process for the solution and a third party consultant specialising in loading dock safety and traffic management was engaged. Other key stakeholders included Monash Health engineering department, the health and safety representative from Dandenong Foodservices, an occupational health and safety representative, site management and users of the dock including third party suppliers.

The completion of the project has provided a clean and safe environment for everyone to work in. Employees feel valued as a result of the investment and that they have been listened to when raising occupational health and safety concerns. The main food transport provider who uses the loading dock six days per week is appreciative of how much easier and safer the delivery of patient meals is now that the new leveller and safety barriers are in place. It was truly a multidisciplinary project with every member of the working party contributing to its success.

“I want to thank the IHHC for this Award,” said Sarah Wipfli at the presentation night. “What’s special about this Award is that it’s acknowledging safety in the workplace. It’s not just about customer service – it’s highlighting the importance not just of keeping our staff safe, but also the contractors and suppliers who come to our site.”