Kim Minniecon, Patient Experience Officer

What is your role at STARS?

As Patient Experience Officer I am responsible for ensuring our staff are able to give the best possible experience to our patients at STARS. Sometimes this is about accepting compliments, or responding to complaints, but it is also about helping people find their way in STARS, ensuring patients are able to talk to someone, and generally being kind to people.

Although you have only been at STARS for a short time, what have you enjoyed most?

Winning this position was one huge highlight, that’s where it started. Then to top it off my second week I had the best and most memorable moment introducing myself to our first 100 patients and handing them the ‘First Patient Care’ pin and welcome letter and watching their faces light up with gratitude and appreciation. It gave me so much joy to see how much it meant to them to feel safe and supported on their first ever journey through our service. One by one patients shared with me how much they felt special. One patient stood out when he mentioned ‘I feel like a star’ and commented on how kind everyone had been and made him feel so welcomed.

What are three things we may not know about you?

I’m a fruit salad. My father’s heritage is Aboriginal/Vanuatu. My mother’s side is Torres Strait/Malaysian. I also have Scottish and Danish ancestry on my mother’s side. I also love markets. I have three beautiful strong children and one grandchild.

Compliments from STARS consumers:

• “Outstanding facility and staff!”
• “The Indigenous support service was EXCELLENT!”
• “This place is SUPER SPECIAL the staff are amazing.”
• “Care provided was excellent!”
• “Physio and food was very good.”
• “Excellent service from surgeon, nursing, admin, and support staff level 2.”
• “IT WAS A GOOD EXPERIENCE”
• “I appreciated the respect and courtesy I experienced from staff at STARS.”
• “I can’t praise your wonderful nurses & doctors enough!”
• “Genuine care from attentive staff who are very helpful, understanding, and thorough.”

 My takeaway slogan is: Be kind, it doesn’t cost a thing.