Organisation: NSW Health Service – Northern Sydney Local Health District
Job Title: RNSH RN Staffing Co-Ordinator
Word Limit: 500 words maximum for Selection Criteria 1, n/a for Selection Criteria 2
Location: St Leonards
Demonstrated commitment to customer service
In my current position as a Registered Nurse for the Sydney Adventist Hospital, I came into contact
with a patient who was admitted to my ward suffering from multiple medical conditions such as
depression, bipolar and a condition that required regular physio rehabilitation. It became known
that the patient was proving difficult to care for as he displayed unstable aggressive behaviour
towards the nursing staff. Seeing that the nursing staff were stretched of their resources, I
volunteered to care for the patient. On one occasion, when I was attending to another patient in
the ward, all staff heard a loud scream from his room and he vomited on the Physiotherapy
Physician. We all rushed to the patient’s room to assist the physician and patient as he became
extremely aggressive and a Code Black was called. Although every available staff and security
came to restrain the patient for his safety and that of the staff, he become even more agitated.
Due to establishing and creating a relationship with the patient whilst caring for him, we had
established a mutual respect and I was able to calm him down as he listened to my instructions
and reassurance. As he was redirected to his bed, he calm down and was able to process rational
thought and thus expressing his guilt at the scene he had caused. Constantly reassuring the
patient and providing emotional support, the Nurse Unit Manager, Doctor and I were able to
ascertain the medical requirements of his condition and provide the correct treatment.
When I returned a few days later to start my shift, the Nurse Unit Manager summoned me to her
office. She advised me that she spent a lot of time speaking with the patient and listening to him
complain about most things with regards to his hospital stay. The only positive comments he had
about his hospital admission was the care he received from me. My Nurse Unit Manager praised
my ability to demonstrate excellent customer service in extremely difficult and stable patients,
thus demonstrating the same standard of respect and care I display for each individual patient.
Another example of my ability to demonstrate commitment to customer service was when a
patient was admitted as a full care status. Caring for her to the same standard that I care for all my
patients, I provided emotional support, reassurance and showed respect for her and her family
during her stay. My Nurse Unit Manager informed me that the patient was the Director of
Nursing’s mother and had received positive feedback from the excellent standard of nursing care I
had provided. Additionally, last month I was presented with ‘Nurse of the Month’. This is a
testament to my caring, friendly approach, hard work, willingness to go beyond my role and my
commitment to customer service.
Computer literacy including Windows and Web Based Programs
In my current role as a Registered Nurse for the Sydney Adventist Hospital, we are trained to
utilise the computer system owned and developed by the Sydney Adventist Hospital. On a daily
basis, we use the system for everything including but not limited to, writing notes, ordering blood
tests and communicating with the patient’s doctor. At the Sydney Adventist Hospital, we have
transitioned to a paperless system which requires a good understanding of technology and
computer literacy which is demonstrated in my daily work and execution of my responsibilities
using the hospital system.
In addition to my excellent use of Sydney Adventist’s in house computer system, I am also
proficient in the use of a variety of computer programs and operating systems such as Windows
and the Microsoft Office Suite, additionally I am also able to successfully navigate the internet
using programs such as Internet Explorer to obtain information and research. Personally, I utilise
and am familiar with various operating systems such as Apple’s iOS and have successfully used
them in my daily life. In undertaking my duties at Sydney Adventist Hospital and in my personal
life, I have demonstrated a high level of understanding and literacy of computer systems and
programs.
