Low Res MH Quality Account 2018 FINAL
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48 Monash Health<br />
Shabnam says little things can<br />
make a big difference to ease fear<br />
and uncertainty around hospitals<br />
and healthcare.<br />
Shabnam’s story<br />
“Things like having appropriately<br />
translated information about what to<br />
expect during their time at the hospital,<br />
prayer rooms or facilities for patients<br />
and their carers, or having a bilingual<br />
staff member check in with the patient<br />
– they don’t have to be a doctor or a<br />
nurse - just a familiar face that you can<br />
talk to if you are feeling overwhelmed.”<br />
Shabnam, her mother, father and three<br />
younger brothers are Afghan refugees<br />
who arrived in Australia from Pakistan<br />
in 2009.<br />
“Coming from an ethnic and refugee<br />
background, navigating our complex<br />
healthcare system can be a struggle.<br />
My family tries to avoid visiting the<br />
doctor as much as possible. It took<br />
us a very long time to get used to the<br />
system and how it works, but there<br />
is still that reluctance to engage,”<br />
she said.<br />
Three years ago, Shabnam’s<br />
mum needed spinal surgery at<br />
Monash Health.<br />
“The amount of information we<br />
were provided was very large. I was<br />
basically her sole carer from beginning<br />
to end and the responsibility was<br />
overwhelming. Although everything<br />
went well, I couldn’t be there with her<br />
every minute of the day.<br />
“ Adding to the<br />
language barrier was<br />
the fact that she was<br />
on medication, which<br />
made communication<br />
with her carers very<br />
difficult. It made<br />
me think that, while<br />
Monash Health does<br />
provide great care to<br />
the community, there<br />
are some specific<br />
needs of certain<br />
community groups<br />
that can be better<br />
catered for.”<br />
Likewise, Shabnam notes female<br />
patients from certain communities<br />
may be hesitant to share specific<br />
information about their health with a<br />
male doctor.<br />
“Perhaps providing the choice between<br />
a female or male doctor where possible<br />
could have a positive impact on the<br />
entire patient experience and the<br />
outcome of their treatment.”<br />
Now a Monash Health Consumer<br />
Advisor, Shabnam hopes to improve<br />
access to healthcare for refugee and<br />
migrant communities.<br />
“I want my community and similar<br />
communities to understand that the<br />
sooner you learn about the healthcare<br />
system, the better. Knowing where,<br />
when and to whom to go when you<br />
need medical attention, can have a<br />
huge impact on the quality of care you<br />
receive and that is something everyone<br />
should know.”
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