Bendigo Health is reshaping the hospital experience for neurodivergent patients by creating more personalised, supportive and predictable pathways through surgery and hospital care.
For people with conditions such as autism spectrum disorder (ASD) and attention deficit hyperactivity disorder (ADHD), a hospital visit can be overwhelming. Bright lights, unfamiliar environments, sensory stimuli and changes to routine can heighten anxiety and make healthcare experiences more challenging.
Recognising these challenges, Bendigo Health has introduced tailored approaches that put individual needs at the centre of care.
Leading this work is Alternative Pathways Liaison Nurse Mat Martin, who helps patients and their families navigate the surgical journey in a way that is designed around their unique needs. Since taking up the role six months ago, Mat has developed personalised care pathways for around 80 patients.
"Every patient is different, and no two plans are ever the same," Mat said.
One of the carers to benefit from the service supports a person living in Supported Independent Living accommodation in Echuca who requires 24/7 support for daily living activities.
When a dental procedure was booked at Bendigo Health, the carer contacted Bendigo Health's disability support team to see whether multiple appointments could be coordinated into a single visit. They were referred to Mat, whose support transformed what could have been a challenging experience.
"From that point forward, the level of coordination, communication and care was exceptional," the carer said
Mat worked closely with clinical teams to coordinate dental treatment, an ENT review, blood tests, a flu vaccination and anaesthetic requirements into one hospital visit. He also arranged practical supports including parking guidance, a private room before and after the procedure and regular updates throughout the day.
"We could not have navigated this process on our own," the carer said. "Mat's support in organising a coordinated approach made an enormous difference for the patient and for the staff supporting her on the day."
The carer said the experience highlighted the value of having a dedicated liaison nurse to help patients and carers navigate what can often be a complex healthcare system.
"Mat made the whole process so much easier for us," they said. "The coordinated approach to dental, ENT, pathology, vaccination and anaesthetic care made an enormous difference. This experience highlighted the value of the Alternative Pathways Liaison Nurse and the dedication of the staff involved."
They encouraged other carers and support workers to reach out for assistance when navigating hospital care.
"Please don't hesitate to contact Mat to help navigate the Bendigo Health system. I will be sharing information about the service with my team so they can access similar support for their clients in the future."
On the day of surgery, Mat meets patients and families to provide familiar support and help reduce anxiety before and after their procedure. The aim is to create a more positive healthcare experience while ensuring patients receive the care they need in the most comfortable way possible.
"It's the little things that make a world of difference to my patients," Mat said.
Through personalised care, collaboration and a commitment to inclusion, Bendigo Health is helping more patients feel understood, supported and confident throughout their healthcare journey.
Note: The names of the patient, carer and support organisation have been withheld to protect privacy.