It was 9pm on a Sunday night when Sam arrived at our Emergency Department with her partner’s son, Austin. To his misfortune, Austin had a piece of Lego stuck up his nostril.

‘Poor Austin was distressed over the whole scenario: it was late, he doesn't like people touching him, he isn't a fan of doctors, and he was overtired. I was prepared for a rough time.’

‘But rather than make us wait on arrival Rachel Tormey, the Registered Nurse on shift, checked us in before her handover began. The fact that she went out of her way to do this made the start of this journey a whole lot better and a whole lot quicker.’

Later that night when Austin wanted to do some drawing, Administration Officer Jenny Wu hunted down some art materials for him.

‘What might seem like a small act, makes a really big difference to me in that waiting room.’

When Sam fumbled over some of Austin’s details at the admin desk, Ben Kennedy comforted her.

‘Rather than get annoyed or seem disinterested Ben made me feel like I was doing a good job, and even said 'Don't stress Sam, I am a step parent too, so I completely get it'.'

Once in fast-track Dr Jon Gardner - a ‘super smiley doctor with fantastic energy and a Batman lanyard’ - helped them.

‘Rather than ignore Austin or blatantly treat him like a child, Dr Jon asked him questions, told him everything that was going to happen and went out of his way to reassure Austin.’

‘Not even 5 minutes after we had been called through - Dr Jon had retrieved the Lego, made Austin laugh, posed for an epic photo, and even given us a specimen jar for the Lego. With a big thanks, a fist bump, and our jar - we were out the door within two hours of arrival.’

‘I cannot send enough gratitude to the ED staff there that night. I am proud that these are the people we have in our Canberra Hospital ED department.'

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