Consumer Centred Care
Ann Baker – Carer Support Coordinator
Ann provides exceptional consumer centred care in her diversional therapy work. Ann provides meaningful activities to meet the interests, likes and needs of the residents Ann is considerate in her approach and strives to achieve meaningful interactions with both individuals and groups. She is a great asset to the organisation.
Lyne Hodge - ANUM
Lyne is tireless in her advocacy and speaking up for resident safety and excellence in care and experience In every conversation the passion and commitment to the residents is always evident.
Sheree Lawless – EEN
Sheree consistently gives patients quality care. This was fully displayed recently when one of her regular patients had experienced an extreme shock with their health and Sheree sought out the patient just to check in with them. She gave them all the time they required to sort out some issues and support them holistically .
Rachelle Dodd – Acting Associate Nurse Unit Manager
Rachelle came to NCN to complete a return to practice program. She has completed this and is now permanently employed at NCN Health Rachelle has embedded herself in the fabric of the Acute ward and Urgent Care Centre. She promotes excellence in patient centered care, supports students and colleagues whilst living the values or Respect, Accountability and Partnership Rachelle has now stepped into a leadership role as an Acting Associate Nurse Unit Manager and is a trusted colleague and leader. Thank you to Rachelle for the wonderful commitment to NCN Health and the Numurkah community Rachelle provides ongoing care for her patients, coworkers and students.
Cobram Dental and Medical Teams
I am nominating the Dental and Medical clinics for their collaborative work in providing excellent care to a client. the client who is a patient of both the dental and medical clinics presented to the Cobram Dental Clinic with severe pain from a large tooth abscess. The client has an extensive history which included intellectual disability, poor mental health and poorly controlled epilepsy The client also has very poor oral health and requires significant dental intervention. The client initially presented to have a tooth extracted and treatment of the abscess. Unfortunately, the client had a seizure before the procedure could be undertaken It was decided that given the complexity it would be best if the patient was able to have a general anaesthetic and multiple extractions attended
However, the waiting list for public patients to have such intervention at GVH was up to 6 months for urgent cases. The dental team in consultation with the medical clinic decided that they needed to provide letters of support and advocate to expediate the care for the client. Over following days from the failed extraction, the patient presented multiple times to the UCC in severe pain. Deciding that intervention was required immediately, the senior dentist (Dr Alice Gubbins) discussed the case with Dr Abu and Dr Dumitrescu. The patient returned to the dental clinic and was given a premedication by Dr Dumitrescu to try and avert a seizure. Dr Gubbins then provided local anaesthetic and extracted the tooth and drained the abscess. Dr Dumitrescu remained in the dental surgery throughout the procedure Shortly after extracting the tooth the patient had a seizure and was supported through this by the team and then transferred to UCC for observation. The cooperative work between the dental and medical clinic staff ensured that the patient received the most appropriate care, in a timely manner, close to home and care which recognised all of the patient’s needs. This was an excellent outcome for the patient Key staff involved were Dr Alice Gubbins, Kristen Williams and from the medical clinic Nicole Hughes, Dr Abu and Dr Dumitrescu. however, others in the team were also involved.
Nicole Hughes – Cobram Medical Receptionist
Nicole has the patient’s needs at the forefront in her day to day duties. She was recently recognised on social media by a patient: "Shout out to Nicole, one of the Medical Receptionists at Cobram NCN HealthNicole you are a Superstar and amazing at what you do! Thank you for your compassionate, understanding nature and your professionalism" I strongly endorse these sentiments, Nicole considers the patient’s needs at all times without even thinking about it. It is second nature to her. Nicole doesn't do it for the recognition, she does it for the best outcome for patients.
Angela Thorne – Exercise Physiologist
I would like to nominate Angela Thorne for the Customer Service Award in recognition of her outstanding dedication, empathy, and professionalism in every customer interaction Angela consistently goes above and beyond to ensure that clients receive the best service & feel heard and valued. Her ability to remain calm under pressure, offer timely solutions, and turn potentially negative experiences into positive ones has resulted in exceptional customer satisfaction Whether she’s handling a complex issue or assisting a first-time client, Angela brings a level of care and attention that sets the standard for excellence in customer service. Her positive attitude, teamwork, and continuous drive to improve make her an invaluable asset to our team and a shining example of customer-first service.
Jo-anne McDowall – EEN - WINNER
Jo truly embodies the NCN values of respect, accountability, and partnership every day. As a nurse at Irvin House - who could easily be called our Life Enrichment Assistant with the extra spark she brings - she goes above and beyond in every role. Her vibrant personality, fills our community with joy through dress-ups, concerts, theme days, and creative crafts that delight residents, their families, and friends. Her unwavering commitment and accountability ensure that every task is handled with care and excellence, while her genuine respect and collaborative spirit forge strong partnerships with everyone around her. Jo’s passion for enriching lives not only makes a lasting impact on our community but also sets a shining example of dedication and heartfelt care. Thank you, Jo, for being the spirited, inspiring force that you are at Irvin House. The love that Jo has for the resident's goes far beyond just caring for them
Occupational Health and Safety
Tanya Fothergill - OHS Officer and Respiratory Fit Tester
· Development of mini-OVA training package delivered to relevant PAG staff targeting increasing episodes of OVA
· Development of Health & Safety Representative [HSR] induction manual
Numurkah
Maintenance Team
Management of high-risk hazard in the main kitchen with 2 safety related tasks with potential to cause MSD injuries:
- Replacement of Bain-Marie under cabinet sliding doors
- Replacement of door for walk -in freezer
Both related works required consultation and coordination with team leaders to ensure smooth transition of works to eliminate hazard.
Tony Brown – Business Services Manager
Development of comprehensive internal project management plan to replace flooring in campus kitchen. The plan identified potential hazards with mitigation measures to manage risk Consultation and communication with all relevant key stakeholders.
Lisa Aquilina - OHS Officer and Respiratory Fit Tester
- Proactive approach to professional development in the Work Health and Safety field by successfully completing her Certificate IV Workplace Health & Safety training
- Development and roll out of education program related to WorkSafe reportable incidents
- Development and introduction of a Reportable Incident checklist.
- Facilitate the collaboration between NCN Health, EML and Staunch Program to implement a program designed to identify workforce manual handling hazards and the implications on our workers, design and develop mitigation measures to manage risks.
- Participation in planning and development of comprehensive tools and resources designed to navigate through new Psychosocial Legislative requirements effective from December 2025 Facilitation of comprehensive investigation including development of templates used throughout the investigation, developed robust reports with clear actions and outcome goals.
Jessica Bowden – Health and Safety Rep and Environmental Services
Jess actively participated in recent WorkSafe investigations in Designated Work Group and engaged with WorkSafe Inspector throughout the process.
Karen Edwards – Manager Community Aged Care and Disability - Winner
Karen Identified the need to provide the Planned Activity Group staff education on de-escalation of Occupational Violence and Aggression incidents between client to staff. Karen requested specific training for the team on this issue to address increasing incidents. The outcome of this training is that staff feel much more supported, prepared and safe when interacting with clients. It has also helped to reduce risk and increase awareness around Occupational Violence and Aggression.
Quality Improvement
Jacqueline Geisler – Administration
While Jacqueline has not led an individual quality improvement project, her exceptional support has been instrumental in enabling numerous initiatives across NCN Health. Her dedication, organisation, and oversight directly contribute to the success of the quality cycle within the organisation.
Jacqueline supports over 18 regular meetings across key areas such as aged care, education, infection control, and more She manages everything from preparation and minute-taking to developing and, at times, overseeing action plans. Her work ensures these meetings drive real, measurable improvements in care and service delivery
Her ability to liaise effectively with internal and external stakeholders, along with her strong commitment to collaboration, makes her a vital enabler of continuous improvement. Jacqueline’s passion, professionalism, and behind-the-scenes leadership make her a deserving nominee for the Quality Improvement Award.
Sheree Lawless - EEN
Sheree assisted with all clinical aspects of our recent accreditation at the Nathalia Medical Clinic. She made sure everything was up to date and was exceptionally well prepared for the survey visit, with one of the surveyors comments being "Sheree, she's just great" All the clinic team feel the same way
Susan Huffer - NUM - WINNER
Susan identified a key area for improvement in medication management and led the development of an approach that could be applied across all NCN Health campuses. Aligning the project with the Safer Care framework, she ensured sustainable and safe practice change.
Through her collaborative and multidisciplinary leadership involving medical teams, pharmacy, education, and all levels of nursing staff Susan guided the successful rollout and implementation of the Medication Management project, including the Best Possible Medication History, Plan, and Patient-Friendly Medication List.
This suite of improvements has enhanced patient safety and experience, strengthened efficiency and quality of care, and provided staff with the tools and resources to deliver safe, patient-centred care. Susan’s commitment to collaboration and continuous improvement has resulted in lasting benefits for both patients and staff across NCN Health
Living the values - Respect , Accountability, Partnership
Carmel Brown - Environmental Services
Carmel is so thorough when looking after her patients, always reading ingredient lists to ensure patients don’t get anything they are allergic/intolerant to. Carmel is fantastic at keeping up with the fluid restrictions for all the patients and everyone’s different requirements! Thank you for your hard work and diligence
Rachel Thorne – Diabetes Educator
Rachel came over to the ward to attend to a patient’s needs very quickly which made a huge impact on this patient’s day! Nursing staff had asked for help in the morning and by 11am Rachel was there attending to the patient’s needs. Great teamwork and we are super appreciative that you went above and beyond for this patient
Barb Crawford – Acute Administration Assistant
I believe that Barb goes out of her way to incorporate partnership into her role She is approachable and happy to assist another department with questions and assist with problem solving. She recently gave her support to a quality project and excelled in her forward thinking.
Mercy Matthew – Social Worker
Practices the organisations values and standards each and every day Invests totally to support her clients achieve their best outcomes. She is always available to support her colleagues and staff wherever possible
Stephen Pittman – Moira Palliative Care Service
Consumer feedback from clients of Moira Palliate Care Service, consistently speak of the respect and thoughtful consideration along with a high degree of expertise when speaking of the support he provides both the client and their family. They speak of Steve as a person they can relay on, they trust and have gratitude for the quality of care and support he provides.
Maigan Kneebone – RN
Maigan is a very dedicated Nurse. She often will help out the DN team and go and do extra visits. She suggested a punch Biopsy on a client that has been on the DNS client load for some months with a non-healing wound She spoke to the LMO, suggested a wound biopsy- which she is educated to perform. The result was a BCC skin cancer underlying the non healing wound. The client is now scheduled for a lesion removal and will then be on the path to healing this wound area She is very dedicated and well educated.
Julie Tranter – Administration Support
Julie is constantly picking up odd jobs for others and helping the workplace run as smoothly as she can. Whether it be rescheduling appointments, following up on phone calls or just going and getting some milk for the fridge Julie rarely says no as no job is too big or too small for her to tackle and conquer Thanks for being such an awesome team player Julie :)
Fatehbir Kumahr – NUM
Raj is always available, approachable and supportive of the staff under his care and other colleagues. Raj has a wonderful general attitude that reflects the NCN Values of Respect, Accountability and Partnership. Well done Raj
Elaine Henderson – After Hours Manager
Elaine is always calm, supportive, and approachable during her after-hours shifts. She provides clear guidance, advocates for both staff and residents, and makes everyone feel confident and valued. Her leadership makes a real difference and is truly appreciated. Thank you for supporting us
Tammy Warren – Maintenance Manager – WINNER NATHALIA
Tammy always works with integrity and treats all people with respect She frequently goes out of her way to assist others with her friendly and can-do attitude. She has recently helped with refurbishment of the new kitchen, and has done a great job on the gardens and lawns at Nathalia which are looking amazing. When a Mex work order is submitted it is often actioned the same or next day. Very efficient and accommodating
Myra Smith – Health Care Worker
Myra goes above and beyond her duties and always helps her work colleagues in any way she can. Regardless of what position she is rostered on for, Myra is a team player whom is always considerate and helpful to those around her. Finally, her up beat and happy demeanour is always nice to see
Ange Sortino – After Hours Manager
Ange always works to ensure that patients are advocated for and that someone is speaking up for them and voicing their concerns when they may feel they can't. Ange also works to ensure that all of the junior/new staff are given opportunities to practice and learn new skills that they may not be entirely confident with yet Through this Ange is ensuring that new staff are practising within best practice and patient centred care to ensure the best possible health outcomes for patients.
Jacinda Lawrence - Acting Nurse Unit Manager – WINNER COBRAM
Jacinda recently took on the role of interim Nurse Unit Manager of the Acute/UCC at Cobram She embraced this role with enthusiasm and confidence Jacinda has the patients at the centre of her decision making and is supporting the team to provide safe patient care Jacinda is taking all learning opportunities in her stride and has really consolidated her leadership skills during this time. I know the team are in good hands at Cobram.
Manju John – RN
Manju works diligently to complete all paperwork to a high standard during her shifts as a Registered Nurse at Cobram Acute Her attention to detail is to be commended and provides excellent role modelling for all staff in the Acute Ward. Recent quality audits done in Acute have demonstrated great improvements in areas needed to support patient risk assessment and safety She has recently completed post graduate studies and regularly shares her knowledge and skills for all those she works with. Manju has proven leadership qualities and will easily be a valued candidate for future leadership positions at Cobram Acute.
Kate Wiesner – Physiotherapist
Recent collaboration with Kate regarding an inpatient who is also a home care package client. I was so impressed with Kate's high standard of care, her respectful manner & conversations with the client & her attention to detail considering how the client will manage on discharge to home. Holistic care provided was impressive.
Kellie Salter – CHW Projects, Intake and Administration
I would like to nominate Kellie Salter for the Living the Values Award, recognising her exceptional demonstration of Respect, Accountability, and Partnership. Kellie consistently shows a deep respect for her colleagues, clients, and the community She actively listens to others’ perspectives and ensures that everyone’s voice is heard. Whether in meetings or casual conversations, she fosters an environment where everyone feels valued and appreciated Her considerate approach creates a positive and inclusive workplace, where people are empowered to be themselves. Kellie holds herself and others to high standards. She takes ownership of her work, is transparent about challenges, and always follows through on her commitments When things don’t go as planned, Kellie faces the situation head-on, taking responsibility and learning from the experience Kellie consistently works toward mutual goals, celebrates team successes, and helps elevate others to achieve their best. Her dedication to building strong, meaningful relationships with colleagues makes her an invaluable part of the team
Jo and Brooke Johnston – Environmental Services
Jo is always thoughtful towards residents and staff doing many little things to make peoples day a good one. On Father’s Day, Jo personally went and purchased a pack of much appreciated chocolate biscuits for all the men in our facility. The gifts were a hit with our men This is just one of the many wonderful things she has done to make our workplace and the residents home a great one.
Jacquie Hughes - Volunteer Coordinator - WINNER Numurkah
If you looked up Respect, Accountability and Partnership in the dictionary you would find a photo of Jacquie Hughes.
Jacquie displays our values in abundance with every person she meets, whether a volunteer, client, resident, staff member or community member. She applies her broad skills and initiative to every situation, even when it sits outside her specific role. Jacquie is always engaged, helpful and progressive. She often takes work off other people’s shoulders when she sees they are overwhelmed. She is someone you can go to for advice on a problem and she will always, without fail, try to assist you to find an effective resolution. She has a can-do attitude , is a positive representative of NCN Health at all times, she has built trusted partnerships, is transparent in her approach to her work and gives all people, of all levels, her time and respect.
She remains calm under pressure and seeks to ensure all tasks and interactions with clients, volunteers, community members and consumers are undertaken with care and a mindful approach. She is efficient, effective and brings a positive attitude to work consistently
Bronti O'Connor – Operations Manager
Bronti displays the NCN Health values in her excellent communications skills, commitment to assisting and supporting her staff and co-workers and initiative in projects. She genuinely cares about her role and the organisation.
