Balance E-Newsletter - Volume 14 Spring Edition (1)
Acknowledgement of traditional custodians
The North West Hospital and Health Service respectfully acknowledges the Elders past and present and the Traditional Owners of the land, sea and waterways which we service and declare the North West Hospital and Health Service’s commitment to reducing inequalities between Indigenous and non-Indigenous health outcomes in line with the National Indigenous Reform Agreement (Closing the Gap).
Acknowledgement of Australian South Sea Islanders
North West Hospital and Health Service formally recognises the Australian South Sea Islanders as a distinct cultural group within our geographical boundaries. The North West Hospital and Health Service is committed to fulfilling the Queensland Government Recognition Statement for Australian South Sea Islander Community to ensure that present and future generations of Australian South Sea Islanders have equality of opportunity to participate in and contribute to the economic, social, political and cultural life of the State
Vision, Purpose, Values
Our Vision
Trusted, connected, quality healthcare for all.
Our Purpose
To provide kind, inclusive and safe health services across our region in partnership with the communities we serve.
Our Values
Our values will guide our decision making and actions as we commit to respecting, protecting, and promoting human rights in our decision making and actions. These values include Innovation, Respect, Engagement, Accountability, Caring, and Honesty.
This newsletter is produced by the North West Hospital and Health Service
All feedback and contributions are welcome to NWHHS Communication@health qld gov au All published material has been approved by the Health Service Chief Executive
From the Board Chair
From the Health Service Chief Executive
Strategic Plan 2024 - 2028 Community News
New Era of Care: Normanton Hospital Opening Its Doors
Normanton Renal Dialysis Services Expansion
EEG Services Without the Miles
Building Strong Beginnings
Homelessness Awareness Week
Queen of the Cause
Welcoming the Governor to the North West
Pyjama Day Spirit
Coming Soon: A New Digital Front Door for Our Community
World Sepsis Day: Spot the Signs, Save a Life
Nutrition Matters
R U OK? Day - Stronger Through Conversation
Consumers
North West HHS Consumer Engagement
Current Consumer Opportunities
Quality and Safety quarterly report
From the Consumer Liaison Officer
Outreach Calendar
Aboriginal and Torres Strait Islander Health
Walking Together for NAIDOC Week
Celebrating Our Deadly Health Workers
Health Equity Implementation plan
13YARN
Wellbeing Tips
The Art of Saying ‘No Thanks’
Dietitians Corner
You
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From the Board Chair
Cheryl Vardon AO
Dear North West,
The North West HHS Staff Awards Night in July was a fantastic celebration of our staff’s achievements and their dedication to our core values of innovation, respect, engagement, accountability, caring, and honesty.
Congratulations to the HR Team for organising such a successful event that recognises hard work, fosters pride, and inspires ongoing excellence across the organisation.
Recently, Sean Birgan, Health Service Chief Executive, and I had the honour of hosting Her Excellency the Honourable Dr Jeannette Young AC PSM, Governor of Queensland, as she toured Gulf facilities in Normanton, Karumba, Doomadgee, and Mornington Island. During her visit, she was deeply impressed by the professionalism, dedication, and compassionate care demonstrated by our staff across all locations. Their unwavering commitment to serving the community with excellence and empathy left a lasting and positive impression.
Another recent highlight was the Engagement Luncheon hosted by Board Members for local Elders in Mount Isa This meaningful gathering offered a valuable opportunity to hear firsthand the wisdom and perspectives of this important group. It strengthened cultural connections and honoured the vital role Elders play in guiding the community and supporting wellbeing
Finally, I would like to sincerely thank all our staff for your continued passion, professionalism, and commitment to the people of the North West.
Your work makes a difference every day.
Kind regards,
Cheryl Vardon AO Health Service Board Chair
From the Health Service
Chief Executive Sean Birgan
As we move through the spring season, I’m proud to reflect on the progress, collaboration, and community connection that continue to define our health service Across every facility and community in the North West, our teams have demonstrated professionalism, compassion, and an unwavering commitment to improving the health and wellbeing of our region.
This edition you’ll read about care brought closer to home through our new EEG pilot in Mount Isa a smart partnership proving that geography should never decide a child’s future. You’ll meet teams who lead with heart: our Sexual Health crew on the road without judgement; dietitians and students turning the foyer into a hub for Malnutrition Week; and staff
who made World Sepsis Day practical and memorable with simple, life-saving messages
You’ll also see: Wear It Purple Day reminding our young people they are seen and safe; R U OK? Day barbecues where honest conversations mattered; and NAIDOC Week Strength, Vision and Legacy alive across our towns. We also honour our Aboriginal and Torres Strait Islander Health Workers, Practitioners and Liaison Officers, whose cultural leadership makes our care safer and stronger every day.
We welcome new faces who’ll shape the season ahead a Regional Director of Medical Services in Cloncurry and a new Medical Officer for Julia Creek and we celebrate the growth of maternity supports for mums and bubs Our Staff Awards Night shone a light on excellence across the service, while community champions like Rodeo Queen Chloe Kalbfell reminded us that generosity is part of the North West’s DNA.
As I take a short secondment with Mackay Hospital and Health Service, I do so knowing the North West is in capable hands. Our Chief Operating Officer, Andrew Quabba, will step into the role of Acting Chief Executive during this time Andrew brings deep experience, strong leadership, and a genuine understanding of our people and communities. I have every confidence the health service will continue to thrive under his guidance.
Thank you to every staff member, partner, volunteer, and community group who continues to show up; in clinics, on Country, after hours, and in the small moments that rarely make headlines but always make a difference Together, we are building a stronger, more connected, and culturally safe health service for the North West.
Warm regards,
Sean Birgan Health Service Chief Executive North West Hospital and Health Service
STRATEGIC PLAN 2024-2028
New Era of Care: Normanton Hospital
Opening Its Doors
The new Normanton Hospital officially opened its doors to the local community on Wednesday 23 July 2025.
This modern, purpose-built facility includes 18 inpatient beds and is designed to deliver high-quality, contemporary healthcare for the Normanton community
Delivered through the Queensland Government’s Building Rural and Remote Health Program, the new hospital replaces ageing infrastructure and is built to better meet the health needs of rural and remote Queenslanders.
The single-storey, air-conditioned facility spans approximately 2,200 square metres, almost the size of two Olympic swimming pools, and comprises a main building with two connected wings. The hospital will provide 24-hour acute inpatient and emergency care
Key features include:
·A fully equipped emergency department
·18 inpatient beds, including one- and twobedroom units
Private consultation rooms
Dental surgery
·Pharmacy and x-ray services
·Ambulance bay
·Covered verandas
·A renal dialysis unit planned to open in 2026, providing life-saving treatment closer to home.
The delivery of the hospital’s modular units from Toowoomba to the Gulf Country was a major logistical achievement The 2,000km journey began on 29 January 2025 and involved a rotating fleet of eight trucks
carrying loads over 19 metres long and weighing more than 20 tonnes Pilot vehicles ensured road safety and minimal disruptions through rural and remote highways. The final module arrived on 28 February, marking a key milestone in improved healthcare access for the region. th
The new Normanton Hospital is a modern, purpose-built facility that delivers safe, high-quality healthcare much closer to home.
This new facility is designed to strengthen and continue the delivery of quality healthcare in Normanton, making sure our community can keep receiving the care they need, close to home and surrounded by family ”
Normanton Renal Dialysis Services
Expansion
Planning is now underway to establish a dedicated dialysis space at the new Normanton Hospital, allowing local patients to receive life-saving treatment without needing to travel hundreds of kilometres to Mount Isa, Townsville or Cairns. While recruitment and commissioning processes will take time, approvals are in place and infrastructure modifications are being factored into the current build
Dialysis on Country isn’t just about convenience, it’s about connection, culture, and quality of life,. We’ve already seen incredible outcomes on Mornington Island and in Doomadgee, and we’re excited to see that same transformation take place in Normanton. We know how important it is for models of care in places like Normanton to reflect the voices, values and needs of community
“This expansion is about much more than
healthcare infrastructure, it’s about selfdetermination, equity and listening to what communities have told us they need.
Chief Executive Sean Birgan said the expansion was part of a broader strategy to improve access and equity in rural health care delivery.
“Every Queenslander deserves access to safe, quality care, no matter their postcode,” Mr Birgan said.
“We know how important it is for people to stay close to family, Country and culture while managing chronic illness Expanding dialysis services to Normanton is another way we’re building fairer, more culturally responsive care across the North West.”
Further updates on timing and service commencement will be shared with the community as the rollout progresses.
EEG Services Without the Miles
IIn the vastness of outback Queensland, where the nearest specialist clinic can be a day’s drive away, timely diagnosis isn’t always easy especially for children with undiagnosed neurological conditions But a new EEG pilot program at Mount Isa Hospital is changing that, replacing long trips with local care
Created by Townsville University Hospital paediatric neurologist Dr Trupti Jadhav, the program brings brain wave testing once only available in larger cities directly to the North West A locally based cardiac technician, Lucy O’Neill, has been specially trained to perform EEGs in Mount Isa, with
“This pilot demonstrates what’s possible when we work collaboratively and innovatively to solve complex access issues in rural health” - HSCE Sean Birgan
results sent instantly to Dr Jadhav for reporting This means children can be diagnosed and treated sooner, without the stress, cost, and disruption of travelling hundreds of kilometres
It’s a partnership between Townsville and North West Hospital and Health Services, built on innovation, trust, and a shared commitment to rural families. For many parents, it’s the relief of knowing help is right here at home For children, it’s the chance to start treatment earlier shaping brighter, healthier futures
For parents, it’s the relief of knowing help is close at hand For children, it’s the chance to begin treatment earlier, giving them the best shot at a healthier future And for the community, it’s proof that world-class healthcare isn’t only found in the big cities sometimes, it’s right here, in the heart of the outback
Building Strong Beginnings
The foyer of Mount Isa Hospital was buzzing with warmth, laughter, and freshly baked cupcakes as staff, families, and curious passers-by came together to mark World Breastfeeding Week More than just an event, it was a celebration of connection between mother and child, between families and their community, and between tradition and modern support
At the centre of it all were the hospital’s dedicated lactation consultants and midwives, on hand to answer questions, share practical advice, and offer reassurance to new and expectant parents. Their message was simple but powerful: every journey is different, but
no parent has to walk it alone.
The day blended information with joy stalls overflowing with resources, playful competitions that drew both giggles and prizes, and sweet treats generously donated by local business Cookies on Crystal From breastfeeding tips to broader family health supports, there was something for everyone, whether you came with questions or simply came for the cupcakes.
World Breastfeeding Week is a reminder that nourishing a child is about more than milk. It’s about bonding, resilience, and the village that stands behind every parent. And in Mount Isa, that village is alive and thriving
NWHHS Balance
Homelessness Awareness Week
In the North West, Homelessness Awareness Week was a chance to walk alongside the most vulnerable in our community with compassion, respect, and care
Staff from North West Hospital and Health Service spent the week reaching out beyond hospital walls, meeting people where they are in shelters, on the streets, and in quiet corners often overlooked. With them came not just conversations and warm smiles, but care packages filled with essentials to bring a little comfort and dignity For staff, the act was simple; for those receiving them, it meant recognition, connection, and hope.
Homelessness can touch anyone families, young people, elders and in remote regions, it often hides in plain sight By showing up, listening, and giving, our teams reinforced an important truth: health is not only about hospitals and clinics, but about kindness, community, and the small gestures that remind people they are not forgotten
This Homelessness Awareness Week, we didn’t just talk about awareness. We lived it, one package and one person at a time
Homelessness Hotline (24/7): 1800 474 753
Lifeline: 13 11 14
DVConnect (for women): 1800 811 811
DVConnect (for men): 1800 600 636
NWHHS Balance
Queen of the Cause
The glitter and grit of the Mount Isa Rodeo has always celebrated resilience, spirit, and community pride and this year’s Rodeo Queen, Chloe Kalbfell, embodies all three Recently crowned the 2025 Rodeo Queen, Chloe’s victory goes far beyond the sash and crown In her campaign for the title, she raised an extraordinary $30,000 for the
Mount Isa Hospital Auxiliary funds that will go directly towards improving services and supporting patients across the region
For Chloe, the rodeo crown is more than a personal achievement it’s a symbol of what can be accomplished when tradition, generosity, and community come together She may be royalty in name, but it’s her compassion and dedication that have truly earned her the crown
2025 Rodeo Queen
$30,000 raised for Mount Isa Hospital Auxiliary
Mum of three, lifelong local
Her efforts are a continuation of a giving spirit already well recognised Chloe was runner-up for North West HHS Volunteer of the Year at this year’s Staff Awards, where her passion for helping others shone through
A mum of three and lifelong local, Chloe says the crown is secondary to the friendships and community spirit the journey created. Supported by her husband, in-laws, and children, she hopes her kids see the power of giving back. For Chloe, generosity is the real legacy she’s proud to wear.
MEET THE QUEEN
Chloe Kalbfell never set out to be Rodeo Queen she simply wanted to keep a much-loved Mount Isa tradition alive. When the Zonta Club
revived the Queen Quest, she put her hand up, raising more than $30,000 for the Mount Isa Hospital Auxiliary along the way
Welcoming the Governor to
the North West
Her Excellency the Honourable Dr Jeannette Young, Governor of Queensland, has completed a special tour of the North West, visiting Mount Isa, Karumba, Doomadgee, Mornington Island and Normanton to connect with remote communities and witness first-hand the healthcare milestones shaping the region
The Governor’s visit included a tour of the newly opened Normanton Hospital, where she met with staff and community leaders to hear about the improved access to care the facility is already delivering In Doomadgee, she joined a moving community celebration to officially return the local hospital to its original name Yellagundgimarra Hospital Doomadgee in honour of a revered woman whose legacy still lives on through the name meaning “Rainbow Dreaming”
In Mornington Island, the Governor was welcomed to the new Ngarnal Community Health facility, where she heard from First Nations leaders about the importance of culturally safe healthcare spaces She also toured Karumba’s Primary Health Clinic engaging with clinicians and staff delivering care across the region
The Governor was joined by her husband, Professor Graeme Nimmo, and warmly received by local mayors, hospital staff, Elders and executive leadership from NWHHS
The tour served as both recognition of the tireless work of health staff in remote Queensland and a celebration of the deep community spirit that continues to define the North West
Pyjama Day Spirit
Fluffy slippers and flannelette filled the halls of North West HHS as staff marked National Pyjama Day on Friday 25 July.
The day supported The Pyjama Foundation, which mentors and educates children in foster care Beyond the novelty of sleepwear at work, it sparked meaningful conversations about childhood trauma, inequality, and the impact of simple acts of kindness.
From themed morning teas to brunch fundraisers, facilities across the region embraced the cause with colour and care Pyjama Day was more than fun it was a reminder that every child deserves to feel safe, supported, and seen
Coming Soon:
A New Digital Front Door for Our Community
Finding the right health information can sometimes feel harder than it should. Soon, that’s about to change.
This November, North West Hospital and Health Service will launch a brand-new website designed to make connecting with care simpler, faster and more accessible for patients, families and the wider community. The new platform has been shaped by what people told us they need most: clear information, mobile-friendly design, and straightforward pathways to the services that matter. Whether you’re checking visiting hours, looking for specialist clinics, or wanting to know what’s on in the health community, it will all be at your fingertips.
Designed with you in mind
The refreshed site won’t just look different it will work differently. Navigation has been streamlined so you can find what you’re after in just a few clicks. Accessibility has been front of mind, ensuring the site is easy to use for everyone, no matter their age, background or ability. Behind the design is a commitment to transparency and connection. Alongside clinical details, the site will feature patient resources, health information, and updates about the people and projects shaping care across our region.
More than a facelift
We’ve listened closely to patients and community members. This isn’t just a cosmetic change. It’s a tool to help people feel supported before they even arrive at the hospital.
The November launch will mark the start of an ongoing journey. New features and content will continue to be added, giving the community a stronger voice and better access to information that matters.
Keep an eye out in November when the new website goes live your clearer, simpler connection to care is just around the corner.
World Sepsis Day: Spot the Signs, Save a Life
Sepsis is often called the “silent killer” because it can strike fast and is sometimes mistaken for flu, gastro, or a chest infection
To mark World Sepsis Day, the Mount Isa Hospital team set up in the foyer with interactive games, resources, and treats but the most important takeaway was this: knowing the signs could save a life
⚠ Symptoms to watch for include:
Slurred speech or confusion
Extreme shivering, fever, or feeling very cold
Passing little or no urine
Severe breathlessness
Skin that looks mottled, bluish, or very pale
If something feels wrong, trust your gut Sepsis is a medical emergency and acting quickly is vital don’t wait to see if things improve.
Families are also reminded about Ryan’s Rule, which gives patients and loved ones the right to call for a clinical review or second opinion if they feel concerns aren’t being addressed.
The message of World Sepsis Day is simple but powerful: spot the signs, speak up, and save a life
Nutrition Matters
Mount Isa Hospital’s foyer was buzzing with colour and conversation as the Dietetics team joined by university dietetic students hosted an information session to mark Malnutrition Week.
The team spoke with patients, visitors, and community members about the importance of good nutrition, with a special focus on preventing and managing malnutrition. Displays and discussions highlighted the role of protein-rich foods, simple meal ideas, and the importance of recognising early signs of poor nutrition
Malnutrition remains a hidden health issue, particularly in older adults and people managing chronic illness By bringing information out of the clinic and into a busy community space, the team sparked important conversations about how small changes in diet can lead to stronger, healthier outcomes
For staff and students alike, it was a chance to connect directly with the community and share practical, everyday ways to stay nourished Because every bite really does count
R U OK? Day
Stronger Through Conversation
North West communities showed up in force for R U OK? Day, with Mount Isa and Cloncurry hospitals hosting community barbecues led by the Mental Health team
The smell of sausages on the barbecue was matched by the buzz of conversations the kind that remind us it’s okay to ask, listen, and check in on each other
Staff, patients, families, and community members came together in a relaxed setting that made it easier to talk about mental health For some, it was a chance to share their own experiences For others, it was simply about listening and showing support
The Mental Health team said the day was about creating a safe space where open conversations could happen without judgement
A simple chat can have a big impact — it’s often the first step in someone reaching out for help.
With a strong turnout at both hospitals, the events highlighted how important it is to stay connected and support one another The message was clear: every conversation counts, and no one in the North West should feel they have to struggle alone
“Spring’s greatest joy is when it brings health to the heart and spirit.”
Celebrating Our Own
Recognising the people who make our health service extraordinary
The North West HHS swapped scrubs for sparkle at this year’s annual Staff Awards Night an evening dedicated to recognising the people who go above and beyond in caring for our communities.
Held in Mount Isa, the night brought together staff, executives, board members, and supporters from across the region
Between laughter, applause, and a few happy tears, the spotlight shone brightly on those whose innovation, compassion, and commitment have made a lasting impact in 2025
Awards were presented across NWHHS’s core values Innovation, Respect, Engagement, Accountability, Caring, and Honesty as well as special honours from the Executive Team and Board Highlights included:
Innovation: Cassandra Bailey, for creating the Remote Ready Program and telehealth simulation initiative
Respect: Ally Manwaring, a leader in medication safety and open, respectful practice.
Engagement: Mere Mock, for culturally safe partnerships with First Nations patients and families
Caring: The Sexual Health Team, for nearly doubling service engagement through outreach.
Volunteer Award: James Coghlan, who ran 700km in memory of his wife, raising $37,000 for cancer care.
Board Chair’s Excellence Award: William Wilson, celebrated as the heartbeat of Continued Care.
New Faces in Maternity Care
Maternity care in the North West has grown stronger with the arrival of two new specialists at Mount Isa Hospital. For the first time, women across the region will have access to a dedicated Senior Social Worker in Maternal Health and a Continence and Women’s Health Physiotherapist.
Anne Li (social worker) and Lyndel Hicks (physiotherapist) will not only support mothers in Mount Isa, but also travel regularly to Normanton, Mornington Island, and Doomadgee Together, they bring a new level of support for women’s health from perinatal mental wellbeing and postnatal recovery, to counselling, pelvic floor care, and transition-toparenting support.
For women like Sarah* (name changed for privacy), the service has already been life-changing Facing pregnancy alongside housing stress, Sarah said meeting Anne gave her the confidence to keep going: “I felt seen She helped me navigate the system and gave me hope ”
By working closely with midwives, GPs, and Aboriginal health workers, Anne and Lyndel are helping to ensure every woman in the North West feels heard, supported, and cared for no matter where she calls home.
Supporting LGBTQIA+ Youth in the North West
Mount Isa Hospital turned purple in support of LGBTQI+ youth as staff and community members marked Wear It Purple Day a national movement that reminds young people they are seen, valued, and loved exactly as they are.
To mark the day, a new permanent display was unveiled in the hospital foyer near the community library, offering resources and information for LGBTQI+ people, their families, and allies
For North West HHS, the message is simple: every young person deserves to feel safe and supported. Here in Mount Isa, they’ll always have a place to belong.
Staff Spotlight | Sexual Health
Out here, sexual health is more than a clinic appointment — it’s a conversation, a connection, a
lifeline
The Sexual Health Team are the quiet champions of care in the North West, carrying warmth, wisdom, and a reassuring smile wherever the road takes them. From bustling Mount Isa to the far-flung corners of the Gulf, they travel countless kilometres on outreach, making sure no community is left without access to the care they deserve.
They bring with them not only a wealth of knowledge, but the ability to listen without judgement. Whether it’s providing testing and treatment, offering contraception advice, or simply having an honest yarn about sexual health, they create safe spaces where people feel respected and understood
Their work is as diverse as the outback itself: school education, STI testing, women’s and men’s health clinics, support for LGBTQIA+ communities, and confidential services for anyone seeking answers Every visit is a reminder that health care in the bush is about relationships as much as it is about medicine
For this team, the miles are worth it because every conversation has the power to change.
“Kylie is a fantastic what an asset to Mount Isa Women! Kylee’s very thorough makes you feel comfortable and has a wealth of knowledge. Action plan straight away and puts things into place very quickly.
Teraza, wonderful point of contact. Beautiful presence and so helpful Well-done team no suggestions to improve you are all doing amazing things that I didn't know existed.”
Consumer Engagement North West HHS
Highlighting our communities’ role in shaping care across the North West
Built by Locals, for Locals
Daisy Hatfield
It’s been a big few months across the North West with new buildings, new faces, and new ideas all shaped by the people who live here. From progress on the new Normanton Hospital to the renaming of Yellagundgimarra Hospital Doomadgee, local voices have been front and centre every step of the way. These projects form part of a broader infrastructure pipeline across the region, which also includes planning for a new Mount Isa Mental Health Facility and the expansion of renal services in Normanton and on Mornington Island, each driven by strong community input and collaboration.
Our Consumer Advisory Groups (CAGs) in Mount Isa, Julia Creek and Normanton met this quarter, keeping the conversation moving on local priorities such as visiting services, workforce challenges, aged care planning, and exploring ways to improve communication between health services and consumers. A proposal for a new text-messaging reminder system is currently under consideration, aimed at making it easier for communities to stay informed about visiting services and upcoming appointments.
Every project and plan across the North West starts with community input - that’s what makes it ours.
And there is more to come! Planning for the Mount Isa Mental Health Facility continues, with teams working closely with staff and community members to ensure it reflects the region’s needs and identity Whether it’s through a meeting, a conversation, or a major milestone, one thing is clear: healthcare in the North West isn’t just delivered here. It’s built here By locals, for locals
Interested in helping shape local healthcare? Visit northwest health qld gov au/opportunities/join-aconsumer-advisory-group or email nwhhs.engagement@health.qld.gov.au
Quality and Safety Quarterly Report
April - June 2025
At North West Hospital and Health Service, we work hard to make sure our patients receive safe, effective, and high-quality care. We check the quality of our care by looking at patient outcomes, healthcare processes, and patient satisfaction.
Our quality management systems help us keep our care consistent and thorough across all hospitals. This means we regularly track and report on:
Medication safety
Safety incidents
Readmission rates
Patient feedback
These checks are part of our everyday work. By paying close attention to these areas, we aim to keep improving and providing the best possible care and health outcomes for our community.
Medication Safety
Medication Safety April - June 2025 Total:137
Medication mistakes can affect a person’s health and may cause harm. NWHHS has safety systems to help prevent these mistakes. Our staff are trained to use medicines safely and correctly.
Medication mistakes can happen when: A medicine is prescribed incorrectly The wrong amount or type is given
Consumers can play an active role in preventing medication errors by speaking up about concerns if something feels wrong such as a different looking pill or unexpected side effects, checking prescriptions, clarifying instructions and understanding how and when to take medication.
NWHHS Balance
Slips and Falls
NWHHS reduces slips and falls through risk assessments, patient education, and tailored care plans. We promote safe mobility with assistive devices, regular monitoring, and environmental safety measures. Staff receive ongoing training, and we involve patients and families in fall prevention strategies.
Consumers can help prevent falls by being aware of your surroundings, using walking aids if needed, wearing safe shoes, keep floors clear, use handrails, and let staff know if you feel unsteady or dizzy. Working together with NWHHS staff, you and your family can help make sure you stay safe and avoid falls.
Pressure Injuries
NWHHS helps prevent pressure injuries by checking skin regularly, creating personalised care plans, and using specialised equipment. We encourage early action with support for movement, changing positions often, and staying hydrated and wellnourished. Our staff are trained to prevent pressure injuries, and we work with patients and families to keep skin healthy and improve recovery.
Consumers can help prevent pressure injuries by moving regularly, changing positions often, and using cushions or special mattresses if needed. Keeping skin clean and dry, drinking plenty of water, and eating nutritious meals also help protect the skin. Let staff know if you feel discomfort, notice redness, or have any concerns about your skin. Working together with your care team can help keep your skin healthy and prevent pressure injuries.
Unexpected return to theatre
If a patient needs unexpected surgery within a month of leaving the hospital, it is called an Unexpected Return to Theatre. This means they have to go under anaesthesia again, which comes with risks and can be stressful and worrying for both the patient and their family.
Emergency Department wait time by triage category
Emergency Department (ED) wait times show how quickly patients receive treatment after arriving. Patients are grouped into five categories based on how urgent their condition is. Category 1 is the most serious, needing help immediately, while Category 5 is for less serious issues. The graph below compares the target wait times with the actual performance of the North West Hospital and Health Service from January to March 2025. For the most urgent cases (CAT 1), the target is to see 100% of patients within 2 minutes. For less urgent cases (CAT 2 to 5), the targets range from 10 to 120 minutes, and NWHHS met or exceeded all of these targets.
From the Consumer Liaison Officer
We are committed to continuously improving our services If you or your family have visited any of our facilities in the North West we would love to hear from you! Your feedback is invaluable to us!
Consumer Compliment
Emergency Department:
“Thank you to the wonderful staff at Mt Isa hospital emergency room. You have always been so wonderful to our whole family and reassured us when we most needed it, everyone is so kind and professional.
My son would scream the doctors place down at 2.5 years old. A trip to the emergency room where nurses and doctors "made him feel happy" and he has been asking to come back every weekapparently, he is "sick in his stomach and needs the doctors to listen to his germs with a stethoscope and give him strawberry yoghurt" (the ones at home just don't taste the same!)
Quarterly Feedback Review
April - June 2025
This quarter, we received 263 feedback submissions, with 214 compliments highlighting great service and positive experiences While 49 complaints were recorded, they provide valuable insights for improvement. The strong ratio of compliments to complaints reflects our commitment to excellence and continuous growth.
How to share your feedback
Email us: nwhhsclo@health qld gov au
Call us: (07) 4744 7115
Website: North West Hospital and Health Service
Natasha Dew
Outreach Services
Interested to know when outreach services will be visiting your community? Visit the dedicated Outreach Service page on the North West HHS website to stay up to date.
VIEW THE CALENDAR
Walking Together
for NAIDOC Week
NAIDOC Week 2025 lit up the North West with colour, culture, and connection as staff, families, and community members came together to honour this year’s theme: “The Next Generation: Strength, Vision & Legacy.”
The week began with the NAIDOC March through the streets of Mount Isa, where Elders, families, and school groups walked proudly side by side. From tiny tots in prams to teenagers carrying banners, the march was a living reminder that strength runs through every generation.
Under the Healing Tree, the celebrations continued with a community barbecue, music, and cultural activities. The Sundowners dancers and Malkarri’s workshops filled the day with energy and
tradition, while guest speakers shared words of pride and vision for the future. A cake-cutting ceremony topped it all off a sweet symbol of unity and joy
Meanwhile, the Healthy Skin Team joined in the spirit of NAIDOC Week by visiting playgroups, schools, and family fun days Their activities sparked creativity and conversation, building strong connections with kids and families while celebrating culture and community pride
From the march to the barbecue, from Elders to the next generation, NAIDOC Week in the North West was a powerful celebration of identity, resilience, and belonging
Aboriginal and Torres Strait Islander Health
Celebrating Our Deadly
Health Workers
North West HHS proudly joined the fifth annual National Day of Recognition for Aboriginal and Torres Strait Islander Health Workers and Health Practitioners a day that shines a light on the strength, leadership, and commitment of our culturally grounded health professionals Our Health Workers, Health Practitioners, and Indigenous Liaison Officers are more than clinicians. They are healers, educators, cultural translators, advocates, and companions in life’s most vulnerable moments They carry the weight of their communities with grace and grit, blending clinical skill with cultural understanding to deliver care that is safe, respectful, and connected.
This year’s theme, Partnering for a Purpose, was at the heart of celebrations in Mount Isa and Cloncurry, where staff gathered with line managers and members of the Executive Leadership Team. It was also the perfect occasion to honour Charlotte Mullins, our long-serving Nurse Navigator, who was presented with a 2025 NWHHS Staff Award in recognition of her 39 years of service
To all our Health Workers and Practitioners across the North West including those in the most remote corners thank you Your strength is our strength, and our health system is better because of you.
Have you viewed the Health Equity Implementation Plan 2022-2025?
The plan is available to read on the North West Hospital and Health Service website.
Goals of the First Nations
Health Equity reform agenda include:
Actively eliminate racial discrimination and institutional racism
Visit the website and familiarise yourself with the plan today.
Increasing access to healthcare services
Influencing the social, cultural and economic determinants of health
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Wellbeing
Wellbeing Tips
The Art of Saying ‘No Thanks’
We all know the drill: your plate is already full, but someone asks you to “just” take on one more thing. A project at work. A favour for a friend. An extra commitment you didn’t plan for. Before you know it, your calendar looks like a game of Tetris — and your wellbeing is squashed in the process. The truth is, one of the most powerful wellbeing tools isn’t yoga, kale, or mindfulness. It’s the ability to politely, confidently, and unapologetically say: “No thanks.”
Why “No Thanks” Matters
Protects your energy: Every “yes” is a withdrawal from your energy bank
Saying “no” is how you keep enough in reserve for the things that matter. Reduces resentment: When we overcommit, we often end up doing things with half a heart. Saying “no” upfront prevents burnout and bitterness
Creates space for “yes”: By turning down the things that drain you, you open up time for what genuinely brings joy, growth, or rest
How to Say It (Without Feeling Guilty)
1 Keep it simple: “No thanks, I can’t right now.” Short and kind beats long-winded excuses.
2.Use the “not yet” option: If you’d like to help but the timing’s wrong, say, “I can’t this week, but please ask me again next month.”
3.Offer an alternative: “I can’t take this on, but have you thought about asking ?” You’re still supportive, just not at your own expense
4 Practice in small ways: Start by declining tiny things like turning down an extra Zoom meeting or a weekend plan you don’t want. Confidence builds with practice
The Side Effect: Freedom
At first, saying “no thanks” might feel uncomfortable. But soon you’ll notice the space it creates space to breathe, rest, and actually enjoy the commitments you do choose
Because the real magic isn’t in what you say no to. It’s in what you finally have the time and energy to say yes to.
Dietitians Corner
Ingredients
1 bunch (300g) English spinach
1 tablespoon extra virgin olive oil
1 small (100g) brown onion, chopped finely
4 cloves garlic, crushed
250g cream cheese, softened
¼ cup (20g) finely grated parmesan
500g penne pasta
150g baby spinach leaves
2 x 150g packs hot smoked salmon, flaked
Method
1 Trim the roots off the spinach and discard them Rinse spinach under cold water to remove any dirt or grit, especially between the stems and leaves Pat dry, roughly chop
Method Cont...
2. Heat the oil in a medium saucepan over medium heat. Add onion and garlic, season with salt and pepper and cook, stirring for 4-6 minutes, or until soft Add English spinach and cook for 3 minutes, or until wilted Add the cream cheese and cook for 1 minute, until combined
3. Remove from heat, add parmesan. Using a hand stick blender, blend until smooth. Set aside.
4. Cook the pasta in salted boiling water according to packet instructions Drain, reserving 1/3cup (80ml) pasta cooking water Add the pasta to sauce and toss to coat Add the spinach leaves and the salmon and stir to just coat.
5 Divide spinach pasta between bowls and serve
Spinach pasta with hot smoked salmon
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