When Abby stubbed her toe badly just before starting her first week working at the NORTH Foundation, her colleague Adele didn’t hesitate: “Straight to Hornsby Ku-ring-gai Hospital Emergency Department,” she said.
A painful accident, a warm welcome
What started as a painful mishap turned into a powerful reminder of the compassion and care that defines the public health system.
After arriving at the emergency department, Abby was quickly seen by staff and introduced to Kieran, an ED doctor who gently removed her ruby red shellac before preparing her for surgery. She was later placed in the expert care of Dr Nanette, Senior Resident Medical Officer for the Orthopaedic Team. But it was a different kind of team member who left a lasting impression.
That person was Carolyn Coulton.
Carolyn is a Patient Experience Officer – part of a unique, non-clinical team focused solely on supporting patients and families through what can be one of the most stressful times of their lives. From the moment she arrived, Carolyn made a difficult situation feel lighter.
“She was as compassionate, kind and gentle at 10pm as she had been at 10am,” Abby said. “Every hour or two she breezed in – comforting, checking in, offering something small that made a big difference.”
Warm blankets. A puzzle. A magazine. Calming hot teas and biscuits. Even an extra dessert. But more than anything, it was Carolyn’s calm conversation and presence that helped ease the anxiety of the situation.
“She kept me informed. She made sure I was comfortable. She gave me her time. It was like having a bridge between myself and the clinical team – someone who could see how I was feeling and support me emotionally, not just physically.”
Emotional support that makes all the difference
Patient Experience Officers are not clinicians. They don’t provide medical care. But their work is essential. At Hornsby Ku-ring-gai Hospital, they play a vital role – particularly during peak times – greeting patients and families, offering emotional support, and helping people navigate a system that can often feel overwhelming.
Carolyn does all of this with quiet grace and an obvious love for her job.
As Abby prepared to leave the ED, she thanked Carolyn for her warmth and care throughout the long day and night. Carolyn simply smiled and said:
“It is a true pleasure and privilege to do this job. Is there anything else I can get for you?”
That simple act of kindness left a lasting impression. And for Abby, it was a clear reminder of the people who keep our hospitals ticking – those who go above and beyond to ensure that, even in moments of stress, patients feel seen, heard and cared for.
