NCN Health offers FREE counselling service for residents in the Moira Shire.
NCN Health counsellors offer counselling in the following areas:
Message from the CEO
PROJECT OPTIMA
NCN Health has now officially gone live with Optima. Optima is now NCN Health’s primary rostering and leave management system. This is a significant milestone project for our organisation and reflects months of preparation, testing, training and teamwork across many departments.
A special acknowledgement goes to Director People Safety and Engagement, Heather Flynn and the Payroll Team, Roster Managers and the Optima Project Team for the extraordinary effort that has gone into delivering this project while continuing dayto-day operations and supporting our people.
This project set an ambitious timeline, but was delivered in comparatively record time.
Project Optima modernizes NCN Health’s rostering and leave management system in line with best practice standards.
A friendly reminder that with this new rostering system comes a greater emphasis on staff signing in and out of each shift. This ensures you are paid accurately and on time. Thank you for your support.
PEOPLE MATTER SURVEYACTIONS
NCN Health had a 52% response rate on the People Matter Survey, which will provide a significant body of feedback and valuable data to help inform future improvements.
A working group is being created to turn this feedback into action and staff are invited to get involved. The working party will; explore survey insights, identify priority actions and shape improvements and change across the organisation. Please contact ncnpeopleculture@ncnhealt h.org.au for more information.
This is an exciting opportunity and your input is invaluable.
WORKFORCE
NCN Health welcomes Ali Beatson back to her role as Director Clinical Services (DCS) following some recent leave. Thank you and acknowledgement to Carolyn Hargreaves for her DCS leadership at Nathalia Campus in Ali’s absence and for Melissa Neal’s leadership in the Acting DCS role at Cobram Campus.
COMMUNITY TRANSPORT PROGRAM - DIALYSIS
The Community Transport Program for Dialysis patients commenced on June 1 . This is a significant project that will support access to dialysis treatment for Moira Shire residents and surrounding communities. This program is led by Volunteer Coordinator Jacquie Hughes and is facilitated by volunteer drivers. Congratulations and thank you to Jacquie for her work in getting this program on the road. st
DIALYSIS AND
SAME DAY CANCER CARE IN COBRAM
Alongside the Community Transport Program, NCN Health received funding to undertake a discovery and planning project to determine whether a dialysis and same day cancer treatment service could be developed at the Cobram Campus. This work is focused on understanding the infrastructure, workforce and operational requirements needed to deliver these services locally, helping to improve access to care for our community closer to home. It is important to note that this funding supports planning only.
CONTINUED OVER PAGE
Message from the CEO
Once completed, the planning work will be submitted to the Department of Health for consideration. While it is a positive step, it does not guarantee future funding for construction or service delivery However, completing this planning work is an essential first step in demonstrating the need for, and feasibility of, these important services at NCN Health
Mark Ashcroft Chief Executive Officer.
We are looking for volunteer drivers to support our community transport program
NCN Health has two vehicles to support community members to access dialysis treatment outside our local area for example, to Shepparton, Yarrawonga, Kyabram etc.
We need volunteers to help us run this community transport program.
This Community Transport Program is designed to complement - not replaceexisting transport services, working collaboratively to fill identified gaps in transport.
Volunteer opportunities available Monday to Saturday, morning and afternoon shifts.
Choose your level of commitment, for example, once a week, fortnightly, or monthly shifts.
Help community members stay connected.
Structured rosters with a clear schedule and volunteer support.
Support local people to access essential appointments and services.
Meet new people and build meaningful community connections.
To register as a volunteer or for more information contact Volunteer Coordinator Jacquie Hughes E: volunteers@ncnhealth.org.au
P: 0408 828 994
NCN Health (based in Nathalia, Cobram and Numurkah) is launching a volunteer-led Community Transport Program to help local people access transport to get to dialysis and other medical treatments.
Flexible and compassionate volunteers will help patients get to appointments safely and on time. Do you need help to get to
If you, or someone you know needs assistance with transport, we would love to hear from you.
This is a new free transport service open to residents on dialysis in Moira Shire and nearby. Please phone to discuss your needs.
To register your interest in accessing transport for dialysis contact the Project Coordinator Jacquie Hughes:
E: volunteers@ncnhealth.org.au
P: 0408 828 994
NCN Health has launched its Community Transport Program. The program supports local residents, with a focus on dialysis patients, to access essential medical appointments outside the immediate area, such as Shepparton, Yarrawonga and Kyabram.
Following a successful test drive of the program in May, NCN Health has established a growing pool of volunteers and a coordinated roster with transport officially starting on June 1 . st
Pictured below is Steve Trainor who travels to Yarrawonga for Dialysis, and two NCN Health Volunteers Kathy and Tim with the new vehicles.
REACH HAS LAUNCHED!
NCN Health along with partner health services in the Hume Region have now rolled out the new REACH process.
REACH encourages patients to advocate for their health care and speak up if they are concerned about their own care or the care of their loved ones.
REACH stands for:
Recognise – You notice a worrying change
Engage – Talk to the nurse or doctor
Act – Ask for a clinical review if you’re still concerned
Call – Call the hospital’s REACH number to escalate your concerns
Help – A senior health worker will respond
REACH supports partnerships between patients, carers and health workers to ensure concerns are heard and acted upon.
ACTIVE ACTIVE APRIL APRIL
COMMUNITY FUN DAYS - THAT’S A WRAP!
NCN Health had a blast hosting this years’ free fun days at Nathalia, Cobram and Numurkah, thanks for those who came along and joined the fun
SKATEBOARDING
BUTTON MAKING
FOOTY AND GAMES
FACE PAINTING
CRAFTS
SMOOTHIE BIKE
ACTIVE ACTIVE APRIL APRIL
Happy International Nurses Day
NCN Health has recognised and celebrated the dedication of its nurses and midwives as part of International Nurses Day and International Midwives Day, held annually on 12 May and 5 May respectively.
This year’s theme, “Our Nurses. Our Future. Empowered Nurses Save Lives”, highlighted the importance of creating safe and supportive workplaces where nurses are empowered to lead, grow and deliver high-quality care to patients, residents and communities.
NCN Health CEO Mark Ashcroft said the days provided an important opportunity to acknowledge the compassion, professionalism and commitment shown by nurses and midwives across the organisation.
“Every day, our staff make a meaningful difference in the lives of patients, residents and families throughout our communities,” Mr Ashcroft said.
“This year’s theme reflects the importance of supporting and empowering our nursing workforce so they can continue to provide quality care now and into the future.” Mr Ashcroft also acknowledged the broader NCN Health workforce, recognising the collective efforts of all staff.
“Standing beside every nurse and midwife is a dedicated team of support staff who help keep our services running each day from administration and environmental services to food services, maintenance, finance and IT. Together, every role contributes to strong and connected health services for our communities,” he said.
To mark the occasion, each NCN Health campus hosted a morning tea celebration, with staff also sharing photos of nurses and midwives at work across the organisation in recognition of their contribution.
GratefulForOurNurses
This International Nurses Day
Smile 4 Miles Award Smile 4 Miles Award
Winners Winners
We’re proud to support local early learning centres across Moira Shire in promoting healthy smiles through the Smiles 4 Miles program
With simple messages like; Drink well, Eat well, Clean well, these services are helping children build lifelong healthy habits.
A big congratulations to Strathmerton Pre School who were recognised for their commitment to creating a healthier future
Preloved Fashion Show Preloved Fashion Show Preloved Fashion Show
The recent fashion parade at the Lodge was a truly heartwarming occasion, filled with joy, generosity, and community spirit. Residents were treated to a delightful showcase of clothing, all thoughtfully donated, and beautifully presented by our wonderful volunteers who stepped confidently into the role of models for the day. It was more than just a parade it was an opportunity for residents to engage, enjoy, and even select items they loved, bringing a sense of independence and pleasure to the experience.
A special highlight of the day was the raffle draw, which added an extra touch of excitement.
Events like this truly showcase the kindness, dedication, and generosity that surround the Lodge. A heartfelt thank you to all who contributed, participated, and made the event such a meaningful success.
Framing the Lodge
A photographic event to celebrate Numurkah Pionee Memorial Lodge’s 50th Anniversary
This August ‘The Lodge’ will celebrate its 50 year annivesary. As part of these celebrations we are calling on keen photographers to capture the stories, memories and moments that make ‘The Lodge’ unique.
The Archibald - Resident Portraits
Inspired by The Archibald - but in photo form, we are inviting photographers to capture the faces, personalities and experiences of our residents in a portrait. Through your lens, we’re looking for more than just a photograph Who is this person? What matters to them? What does their story reveal? These portraits will celebrate the individuality, humour and depth of the people who call ‘The Lodge’ home.
The Building – Bricks, Mortar & Memory
Alongside our portraits, we’re inviting photographers to turn their focus to ‘The Lodge’ itself As we look ahead to the construction of a new residential aged care facility, this is a moment to reflect on the building that has been at the heart of our community for 50 years
Selected works from both categories will be exhibited as part of our 50th anniversary celebrations. We encourage local creatives of all skill levels to get involved, have some fun, share some stories and help us celebrate 50 years of ‘The Lodge’
Get Involved and How to Register:
Family and friends of ‘The Lodge’ are welcome anytime to take photos however for those who are not regular visitors to ‘The Lodge’, there will be dedicated days in June where extra staff and volunteers will be on hand to assist Entry into the photography event is free, but you must register by contacting Communications Coordinator Marissa Daly:
P 0419 874 019
E ncncommunications@ncnhealth.org.au
Photo Opportunities
Monday June 1 10am - 12pm. st
Monday June 8 10am - 12pm th
Photo Deadline and Further Details:
Monday June 15 10am - 12pm
Monday June 22 10am - 12pm nd
You can enter one or both of the categories and you may submit multiple entries
Photos must be submitted by COB August 3, 2026 via email to ncncommunications@ncnhealth.org.au.
Please include your full name and contact details, the name of the resident and/or title of the photo in your submission.
Great Gatsby Ball at Karinya
Great Gatsby Ball at Karinya
Karinya’s Four Legged Friend!
MOTHER’S MOTHER’S DAY DAY
BANAWAH PHOTOSHOOT
Nathalia's Banawah staff and residents recently got creative with a photoshoot day. We had a great time and have some fun framed photos to keep.
CAREER READINESS CAREER READINESS
Late in Term 1, Year 10 Project Ready Students from Cobram Anglican College, headed to NCN Health Cobram for an immersive industry tour. This visit was a fantastic opportunity for students to step out of the classroom and explore the diverse career pathways available right here in our community.
Having just completed their 'Plan and Prepare for Work Readiness' unit, the students are now focusing on 'Workplace Health and Safety.'
During the walking tour, they met with professionals across various departments to learn about different vocational fields:
Learning about the Administration of the organisation with Jacqui Hughes and Danielle Perri.
Discussing workplace safety with Lisa Aquilina and career paths in health with Thomas Lewis.
Exploring roles within the Education Team and the Food Services & Enviro Teams.
A huge thank you to the team at NCN Health for hosting us and helping our students visualise their future careers!
The official launch of the NCN Health Cultural Uniform was a meaningful and well-attended event, bringing together staff, residents, community members and partners to celebrate culture, community and connection. The gathering reflected a strong sense of pride and shared purpose, as attendees came together to recognise the importance of cultural identity in healthcare.
The event program was thoughtfully delivered, commencing with a Welcome to Country from Nikki James, followed by a smoking ceremony and didgeridoo performance by artist and educator Troy Firebrace.
The morning concluded with time for connection and reflection over morning tea and an opportunity to purchase the new uniforms and review future uniform options, such as scrubs.
The event was widely appreciated by those who attended, and special thanks go to everyone involved in its planning and delivery for creating such a respectful, engaging and memorable occasion.
VOLUNTEER WEEK
Show Us Ya Wheels Numurkah President Dean Graham recently visited Numurkah Pioneer Lodge to donate $200 worth of Ampol fuel vouchers. The vouchers, generously provided by Numurkah Ampol, will be used to help fuel the two aged care and community buses at NCN Health Numurkah, supporting residents and community members to get to appointments, outings and activities.
Dean said the vouchers were given to the car show by one of its generous sponsors, Ampol, and he wanted to share that generosity with the wider community.
“Show Us Ya Wheels is all about bringing the community together,” Dean said. “When we received the vouchers, it felt right to pass that generosity on so it could benefit more people.”
The buses play an important role in helping residents stay connected with the community and access important services.
Work Experience Work Experience
From 16–20 March 2026, NCN Health welcomed four students from Numurkah Secondary College for a week of work experience.
Two students joined the Allied Health Team, gaining practical experience and insight into the range of services we provide. One student spent time with Food Services,learning about nutrition and patient care, while another experienced the work of Administration, exploringthe behind-the-scenes operations that keep our organisation running smoothly.
Feedback from both the students and staff was overwhelmingly positive. Teams enjoyed sharing their knowledge and supporting the students’ learning, while the students gained a valuable understanding of potential career pathways in healthcare.
A big thank you to all staff involved for making this week such a rewarding experience!
LATROBE CAREER DAY LATROBE CAREER DAY
On Wednesday 11 March, Bridgette Robertson, Brooke Clurey, and Jenny Jackson represented NCN Health at a Latrobe University Career’s Day in Bendigo.
The team had the chance to meet with students and staff, providing insights into careers in Allied Health and Nursing at NCN Health. Through presentations and discussions, they highlighted the variety of roles, pathways, and professional opportunities available within the organisation.
Attendeesalsogainedawareness
ofNCNHealth’sservicesand locations,helpingthemknow wheretolookforfuture opportunitieswithinthe organisation.
NCN Health have recognised that Moria Shire has a growing rate of Sexually Transmissible Infections (STIs), few condom access points and multiple barriers in accessing sexual health support services in rural areas
We want to hear from young people (16-24year olds), and the people around them - their parents/carers, coaches, interested community members etc. Tell us what you think about sexual health awareness, safety and condom access in our area.
Youth: https://redcap.link/Youth Survey Parents, Carers and Community members: https://redcap.unimelb.edu.au/surveys/?s=YYMETAAHWJHFAAPT
NATHALIA MEDICAL CLINIC NOW A REGISTERED BULK BILLING CLINIC
The Bulk Billing Practice Incentive Program was introduced on the 1 November 2025. st
Nathalia Medical Clinic has registered for the program and can now bulk bill every eligible patient.
Bulk billing means you don’t have to pay for your medical service from a health professional.
The bill is sent directly to Medicare and the benefit received is accepted as full payment for the service.
If you have any questions or would like to book an appointment contact us today.
Pride Month
Pride Month is a special moment for many to reflect on the impacts of our shared queer histories from around the globe, and how that has played out a profound impact of joy and pride to many. We also reflect that in our own country, whilst we pause and share in that joy, that pushback and challenges specific to our own community continue to occur. For many of us, both is true this pride month, where we feel joy, connect to community, but are also reminded of the origins of this movement.
Events
❤ Nature Mobiles at Uniting | Wed 3
4pm-5.30pm | Ages 12-25
�� Cuppa Craft Chat at the GV Pride Hub | every Thursday 11am-1pm
�� LGBTIQA+ Clothing Swap at the GV Pride Hub (extra racks for pride month!) | Tues – Sat 11am-1pm
�� Pride Collage Club at headspace Shepparton | Mon 22 4pm-6.30pm | Ages 12-25 nd
�� Queer Book Saloon at Shepparton Library | Thurs 25 | sessions: 4pm5.30pm for ages 12-17 & 6.30pm-8pm for ages 18+ th
�� Melbourne Queer Film Festival (MQFF) in Shepparton at Uni of Melb Campus | Fri 26 6.30pm-8pm | Ages 16+ th
�� Silver Rainbows Coffee Catch-up | Fri 19 | 10am-12pm | Ages 50+ th
Around Greater Shepparton we are so lucky to have wonderful stakeholders and organisations coming together to share in this celebration and to continue championing inclusion this month, and beyond. With events for all ages, it’s exciting to see so much available to lean in to!. For details and registration, please head to @uniting youthshepp and click the Pride Month Shepparton link.
EXPRESSIONS OF INTEREST
WHAT WE WOULD LIKE TO OFFER YOU
An opportunity for students studying a health related course, for example, Nursing, Physio, OT, Speech Pathology, to connect, discuss their university work, explore career pathways, and seek support on topics important to them.
Develop professional relationships with dedicated mentors and educators to support your university journey.
Flexible monthly sessions – tailored to your needs. Theory support, practical skills or just a chat.
Face to face sessions at NCN Health Campus or online.
Support students on their health careers and ensure they are set up for success.
For more information contact Thomas.lewis@ncnhealth.org.au or NCNAlliedHealthEducators@ncnhealth.org.au
PARKINSON’S SUPPORT GROUP
Come along and meet with people living with, or supporting someone living with, Parkinson's Disease.
We will connect, eat and enjoy meaningful discussions. Meetings are held the 2 Tuesday of the month at the Cobram Community House. nd
NUMURKAH & NATHALIA
PARKINSON’S SUPPORT GROUP
Come along and meet with people living with, or supporting someone living with, Parkinson's Disease.
We will connect, eat and enjoy meaningful discussions. Meetings are held the 2 Thursday of the month at the Nathalia Community House or NCN Health Numurkah. nd
MEETING DATES
For more information please contact:
Nathalia Community House NCN Health Numurkah
The Care Finder Program supports vulnerable older people who would not be able to arrange services without intensive support and do not have a family member or friends who can help.
Who can receive assistance from a Care Finder?
Care Finders are not for everyone They specifically help older community members who need intensive assistance to access aged care and other supports.
To receive care finder support, a person must:
• have no carer or support person who can help them, or
• not have a carer or support person they feel comfortable or trust to support them, and
• be eligible for government-funded aged care. They may:
• have difficulty communicating because of language or literacy problems
• find it difficult to understand information and make decisions
• be reluctant to engage with aged care or government
• be in an unsafe situation if they do not receive services.
What help can Care Finders provide?
Care Finders can help people understand what aged care services are available, set up an assessment and find and choose services.
Talking to My Aged Care on their behalf and arranging an assessment Attending and providing support at, during and after the assessment Solving other challenges and connecting to supports in the community, such as health, mental health, housing and homelessness, drug and alcohol services and community groups.
DIETETICS SERVICE
Our Dietitians provide advice to help you learn how to manage your dietary, nutrition and health needs. We work closely with you to help you make decisions about what to eat to maintain good health, recover from illness or manage specific health conditions.
To access the Dietetics service at NCN Health you can call the Access and Intake team who will book your appointment for you.
ACCESS AND INTAKE
MOIRA PALLIATIVE CARE OUTPATIENT CLINIC
The Moira Palliative Care Outpatient Clinic is a public outpatient clinic for palliative patients with complex needs. The clinic is available, via referral, for GPs and the Moira Community Palliative Care team who feel their patients have complex medical or palliative care needs, difficult or unstable symptoms, or may benefit from additional medical support. The Moira Palliative Care Service will continue to provide community based palliative care support in partnership with the patients treating General Practitioner where appropriate.
Clinic Days: Thursday mornings by appointment
Where: Yarrawonga Health - Community Services Hub 33 Piper Street, Yarrawonga
Shannon is a Rural Generalist with special interest in Palliative Care He began his medical career at Deakin University in Geelong before progressing to Northeast Victoria for post graduate positions at Northeast Health Wangaratta, Yarrawonga Medical Clinic and Albury Wodonga Health He's worked in many roles including as a Palliative Care Registrar at Albury Wodonga Health and East Hume Regional Palliative Care Consultancy More recently he has provided support for Moira Palliative Care Service, in a consultation liaison role. His main clinical role is as a GP at Yarrawonga Medical Clinic. Prior to his medical career he was a helicopter pilot in the Royal Australian Navy.
ncnmoirapalliativecare@ncnhealth.org.au
Cervical Screening Available in Numurkah
Cervical cancer is the fourth most common cancer in women worldwide, but it is also one of the most preventable. Free cervical screening tests (formerly called pap smears) are available for Medicare card holders, with self-collection options and no referral required. Screening is recommended for anyone with a cervix aged 25–74 who has had sexual contact. The test is quick, simple, and could save your life.
Appointments are available at Community Health @ GV Health, 121 Corio Street, Shepparton, or at special cervical screening clinics at NCN Health Numurkah, 2 Katamatite Road, on
July 27th
September 28th
November 23rd
To book an appointment, call the GV Health Service Access Unit on 1800 222 582 (option 4). By keeping up with cervical screening, you are taking an important step to protect your health and wellbeing.
Consumer Story
Details:
Department: Acute and Residential Aged Care Nathalia
Story:
Julie is a 71-year old Nathalia resident, who lived alone after her partner passed away three years ago
Julie lives with body myositis, an autoimmune disease which involves chronic inflammation of the muscles, which affects her ability to walk, grasp objects and swallow. Julie has her own electric wheelchair to assist with her mobility when she wishes Julie also has diabetes, epilepsy, depression, anxiety and Mitral Regurgitation; a heart condition where the mitral valve fails to close properly, causing blood to flow backward (leak) into the left atrium during contraction, often leading to fatigue, shortness of breath, heart palpitations, and, if untreated, heart failure or arrhythmias
Julie first came into acute ward just after Christmas as her health had deteriorated. She was in another hospital but was able to be transferred to be closer to home. She was able to return home after approx. 2 weeks. She returned to acute again after a fall - again - going to another hospital then transferred back to Nathalia to be closer to home and her carers and friends.
She said during her time in the acute ward, she was encouraged by friends to consider placing her name down on the Banawah Residential Aged Care wait list. “People kept telling me I should go into care I said I will know when the time is right I was lying in bed in acute one day and Lisa-Ann (NCN Health Nathalia ANUM) came in and said they had a bed for me (in residential aged care.) I said, well that’s that then Four days later I was in Banawah”
Julie says since coming into care her health has been “up and down”. “I have good days and bad days The food is not my favourite, but I can ask for something different if I want. I don’t really feel like eating much, I can take or leave food”
This is part of Julie’s medical condition as swallowing will become more difficult as her disease progresses.
Consumer Story
Julie has cataracts so can no longer do her diamond artwork that she used to enjoy. She says she struggles with pain and prefers to stay in her room, however the staff continue to encourage her to engage with activities.
“The staff ask me to do activities, but I am not interested, I don’t like to move around.”
Julie mostly stays in her bed and listens to the TV. She doesn’t have a lot of friends locally, she has a granddaughter in Wodonga. Staff spend time chatting with Julie throughout the day
When asked if there was something more the staff could do to improve her time in Banawah, Julie has a few suggestions.
“I would like rails on my bed as I am nervous about falling out, but I am not allowed to have them I think it’s silly, if you want them, you should be allowed to have them Now my bed just gets lowered right to the floor in case I fall out.”
Putting rails on the side of the bed in aged care is considered restricted practice, it is not best practice and NCN Health purchased king single bed to help reduce the risk of falling from bed and these beds are floor line.
She feels there is a language barrier with some staff, they talk too quickly and she has trouble understanding them at times.
“They need to slow down when they are talking to us, but I will make more of an effort with them as well.”
There is also one staff member who she says is far too rough when performing an INR finger prick procedure. An INR finger prick test is a quick blood test that uses a small drop of blood from your fingertip to measure how long it takes your blood to clot. It helps healthcare providers monitor and adjust medications like warfarin to keep your blood clotting safely.
Julie has spoken to the Nurse Unit Manager about this, who said she will talk to the nurse and do some further training on how to improve the comfort of this procedure Julie also is very frail and is difficult to have the right amount of blood for the INR test via the iStat machine.
Consumer Story
Given she can’t move around freely, Julie says she gets frustrated when staff take too long to respond to her nurse call button.
“Sometimes it takes up to 30 minutes for staff to respond to the buzzer, but it doesn’t happen all the time and I know they are busy.”
Julie says she is at a point where she doesn’t want to shower or move around unnecessarily and she has tried to explain this to staff, but they still encourage her to do so
“I can’t move on my own, so to get up or go to the shower, I have to get into the hoist, then hoist to the chair and chair to the shower. It hurts my back and is a lot of effort. I just want to have wash in bed”
Overall Julie says she is comfortable and warm and happy to just keep to herself She says when she is unhappy about something or has a complaint, she feels very comfortable talking to Nurse Unit Manager about her issues. She says she feels like she is listened to when she does this
Reflections / Recommendations:
Julie’s story highlights the importance of truly listening to individual preferences, especially when pain, fatigue and complex health needs affect a person’s ability and desire to engage in daily activities. It reinforces that person-centred care is not just about promoting independence, but also respecting when comfort, rest and dignity are the priority
Her experience also shows how small factors like communication style, response times, and the gentleness of procedures can significantly shape a resident’s sense of safety and trust.
It also acknowledges the challenge for both residents and staff at this stage of illness where declining health, loss of independence and discomfort can make care more complex. Balancing clinical needs, safety requirements and a resident’s personal wishes is not always straightforward, and requires empathy, flexibility and ongoing communication
Importantly, Julie’s willingness to raise concerns and her confidence that she is heard demonstrates the value of open communication and responsive leadership, reinforcing for staff the importance of listening, acting on feedback, and continuously improving the care experience.
