At Bendigo Health, culturally safe care goes beyond treating illness. It is about helping people feel welcomed, understood and supported throughout their healthcare journey.
For Shee, a Karen Interpreter and Liaison Officer, that support often begins long before a patient arrives at the hospital.
"Whenever they need help, day or night, they can call the number we provide. It's reassuring for them because they know someone is there to help them when they get stuck, mainly with the language barriers."
Many Karen community members have come from refugee camp settings where healthcare resources were limited and access to specialist care was rare. As a result, navigating Australia's healthcare system can feel overwhelming, particularly for older community members.
"A lot of our community have never been exposed to these medical settings before. It can be a very nervous step for them," Shee said.
To help bridge this gap, Bendigo Health provides interpreter services, liaison support, appointment assistance and pre-procedure education. Patients can attend hospital tours, visit clinical areas and ask questions in their own language before their appointment, helping to reduce fear and build confidence.
A recent initiative brought a group of Karen patients together for endoscopy procedures on the same day, rather than scheduling them individually. Supported by interpreters, liaison officers and members of their community, patients were able to share the experience together.
Bonnie Sheard, Nurse Unit Manager, said the approach was designed to make patients feel more comfortable.
"We thought, let's get everybody in together. We'll book all of the interpreters, all of the liaison officers and make it more of an event."
The initiative recognised the importance of community connection in reducing anxiety.
"We wanted people from their community there to help ease any fears or worries and know they're not sitting in a waiting room on their own,” Bonnie said.
The impact was immediate. Patients were relaxed, chatting with one another and supporting each other before their procedures.
Feedback highlighted just how meaningful that support was. Patients described Bendigo Health as welcoming, supportive and fair.
"People are treated equally," Shee said.
Patients also praised the kindness of staff and the supportive atmosphere they experienced during their care.
These experiences are helping build trust across the Karen community. Interpreter support, available during and after business hours, gives patients confidence that help is always available when they need it.
For Shee, that trust is a powerful measure of success.
"I really appreciate the service that Bendigo Health offers to our Karen community. You hear a lot of positive feedback from them."
By removing barriers, embracing cultural understanding and partnering closely with the community, Bendigo Health is helping ensure that every patient feels safe, respected and supported. Because quality healthcare is not only about the treatment people receive. It is also about how they feel while receiving it.