After 27 years in a customer service role at a local supermarket, Gennelle knew she would be able to excel in a role as Patient Experience Officer at Wagga Wagga Base Hospital.
“I was used to chatting to strangers all day long and was comfortable in that space, so when I saw the Patient Experience Officer position advertised, I was really excited,” Gennelle said.
“I was looking for work that drew on my outgoing personality, but also would allow me to make more of a meaningful difference to other people.
“When people ask me what I do, it is hard to define, because each day is so different and it depends upon what patients ask of me.
“People who present to emergency often have no time to prepare, and sometimes are from out of town, so I help organise things for them and escalate any concerns that they may have to the appropriate staff."
Gennelle’s friendly and caring nature and her can-do attitude makes her a favourite among the patients and staff. She is an expert at using all her contacts, organisational skills and communication skills to solve most things that are thrown at her with no notice.
“It is about checking in on everyone in the emergency department to see if they are doing ok, if there is anything they need from a non-clinical sense. Sometimes it is as simple as moving a car, or calling a family member, to organising shopping and supplies to get people through a few unexpected nights of hospital stays,” Gennelle said.
“I feel privileged to assist people and bring a little bit of sunshine to patients and reduce their stress by helping, during what can be a stressful time.
“Sometimes there are tricky and very difficult situations to navigate, but you just need to put yourself in their shoes and try to solve the problem to the best of your ability.
“I just want our patients to feel more comfortable and relaxed, to not be stressing about their car, their pet, not having toothpaste, or be the person they can talk to before family arrives.
“Our medical staff are amazing, and I am constantly in awe of the team and how they just jump into action to help save lives. I am inspired by people who seek to help others despite their own trauma or tragedy and want to do my bit for the people in our community.
“I feel proud to be that go-between person that helps to organise the other little things, make a cuppa, be a familiar face to talk to."
Aside from always smiling and offering a helping hand, Gennelle is passionate about improving the experiences of the children who present to emergency.
“I noticed we did not really have much for the kids to do when they were waiting in emergency, so I organised a book donation drive last year as a little side hustle."
Before she knew it, Gennelle was receiving donations of new books and money to create activity packs from people across the district.
“It was so great, and the kids just love them, and for me it is so lovely to spot a little someone looking a bit bored and then giving them a little present to brighten their day. It makes hospitals less frightening and seeing their smile makes me happy."
Gennelle chuckles, “My friends tease me and tell me I’m a bit loud and talk too much, but I just love that being confident to talk to people I don’t know is a key requirement of my job.