Our care and support can make all the difference

For members who face complaints matters at work, the QNMU can be a tremendous source of support helping nurses and midwives navigate everything from the emotional stress to the mountains of paperwork and difficult meetings that are so often part of the resolution process.

We recently received a letter from a very grateful member who received assistance from our Servicing Organiser Susan Lines and Wellness officer Janet Baillie as they supported her while she worked through her matter.

Our member has given us permission to publish extracts from her letter, to share just how how much that support meant to her and the importance of having QNMU in your corner.

I’m writing to compliment the absolutely outstanding effort of Susan Lines. She is the biggest credit to her profession. The passion and drive, her commitment and kindness towards me in a difficult time was incredible.

No matter what time of day, her support and advice was outstanding, even when I was a blubbering mess.

From the start of our professional relationship all the way through to the final document being submitted not once did I not feel like the centre of Susan’s care. She always put in the time and effort to really get to know me, my challenges, strengths, my limits and needs.

A special mention also to Janet from the Wellbeing team who called me …to ensure a was in a good space. She did not have to, but she made that call.

I have been so impressed with their care and passion for their job and dedication they both have in their own unique way.

From the moment the events occurred, I encountered nothing but a cohesive and collegial, supportive, encouraging and respectful group of staff from QNMU. I felt as though my contribution, questions and concerns were heard and met with respect and patience.

This was highly complex and extremely challenging (matter) from a clinical and emotional point of view; and the fact this was my first complaint in 25 years of midwifery, (and that I was unfamiliar) with the processes and people, could have been a recipe for me not wanting to return to the place I loved and the job I did with pride and passion.

I honestly believe the camaraderie displayed by Susan meant the difference between a highly traumatic experience and one where I felt as though I received the best care and communication possible given the circumstances.

Thank you from a humble heart