How Denise McNeill’s commitment has shaped volunteering at Coffs Harbour Hospital

Denise McNeill was recognised by the Mid North Coast Local Health District this month for her 13 years as a volunteer at Coffs Harbour Hospital. Read about her journey, and find out who else won awards.

In 2015, Denise McNeill was told she and her colleagues would be dismissed if Coffs Harbour Hospital couldn’t find a director to look after their group of volunteers.

She stepped up, filling the vacancy and renewing the establishment’s volunteer capabilities – now Ms McNeill’s seven years in the leadership role has been recognised at the Mid North Coast Local Health District’s (MNCLHD) annual Health Innovation Awards.

“The hospital’s director of nursing at the time called a meeting with the handful of volunteers who were left,” Ms McNeill told The Mid North Coast News.

“We were told, if we didn’t get another co-ordinator, we’d all have to go – so they sent us off and told us to return with some new ideas.

“And I was determined that wasn’t going to happen, so I took on the role and rebuilt it from something that was basically failing.”

Ms McNeill credits her background in education for the success she’s seen in her role as a co-ordinator.

“I guess my 35 years as a teacher put me in good stead to be able to organise,” she said.

“When we were told we needed to come up with ideas, I suggested that this position – which was a huge job – is better served as part of a team.”

Ms McNeill told the hospital, if she took the position on, she was going to build a team – which she did.

She continued to encourage the other volunteers to work together, reminding them every meeting that they are all part of the same team, and everyone is responsible for the culture of the group.

“We have the best success as a team when we help and support each other,” she said.

Ms McNeill has been a volunteer at Coffs Harbour Hospital for more than a decade. Photo: Tim Jarrett

“And it’s important to have an effective volunteer network because we’re able to take some of the pressure off both clinical and clerical hospital staff, which frees them up to devote extra time to patients.”

Ms McNeill’s dedication scored her Volunteer of the Year, which is one of the MNCLHD event’s 12 award categories.

The other award recipients included:

• The First Regional Child and Family Health Residential Unit | Transforming Patient Experience
• Putting Research and Innovation on the Agenda | Health Research and Innovation
• Jaanybarr Giirrwaawa - Men Gather Together | Keeping People Healthy and Chief Executive Close the Gap Award
• Holistic integration of trauma-informed care in the CHAMHU | Excellence in the Provision of Mental Health Services
• Words Matter | People and Culture
• The Evolution of District Covid Care in the Community | Patient Safety First
• Olivia Tierney | Collaborative Leader of the Year
• Rhonda Farthing | Staff Member of the Year
• Seeing a Difference | ACI Award for Innovation
• Sarah’s Story: Living with Dementia | Chair’s Award

“You usually get nominated by someone – I didn’t even know that I was nominated by two people until I found out I’d made it to the finals,” Ms McNeill said.

“Volunteer of the Year recognises the contribution made to the Mid North Coast Local Health District in my 13 years as a volunteer for Coffs Harbour Hospital.”

Ms McNeill started out in the mental health ward, then spent a lot of time volunteering in community health until the pandemic hit.

“A lot of those volunteer positions aren’t active at the moment due to Covid,” Ms McNeill explained.

“And, with the rise in technology, a lot of the staff are now using more digital than paper so many of those positions don’t apply anymore.”

But that doesn’t mean Ms McNeill has stopped supporting the MNCLHD whenever possible.

As technology and the ongoing pandemic changed the way locals volunteer for the MNCLHD, Ms McNeill moved over to the inquiry desk.

“The desk has two – and often three – volunteers who greet patients and provide directions to the hospital’s various departments,” she explained.

“We’re like the concierge – but our hospital is the only one that does this, the others in the district don’t have this service, and we’re always on the lookout for new volunteers.”

After all her hard work, Ms McNeill was able to take a step back from her leadership responsibilities this month, now balancing the role of assistant volunteer co-ordinator with her time on the inquiries desk.

She says this has freed up a little of her time, so Ms McNeill is more available for her family.

“This way I don’t have to put in so much time after hours, because I did most of this work at home, and I have more time for my husband and grandchildren,” Ms McNeill explained.

In addition to her leadership and desk roles, Ms McNeill also serves on the MNCLHD’s Consumer Reference Group, providing input and support on innovative new programs.

The Safe Transition of Care Working Group, which is designed to make the patient’s journey from pre-admission to post-discharge as seamless as possible, is another MNCLHD initiative that Ms McNeill is involved in.

MNCLHD Chief Executive Stewart Dowrick applauded Ms McNeill and all of the other award winners.

He said the ceremony was an opportunity to recognise the successes of staff and volunteers, while reflecting on how projects and initiatives can help to shape the patient journey.

“It was wonderful to be able to present some well-deserved accolades to the teams and individuals behind these community-focused health solutions that make such a difference in our local communities,” Mr Dowrick said.

“I congratulate all the winners and finalists, and celebrate their dedication, innovation and resilience in both the clinical and corporate setting.”