12/11/2025
HEALTHCARE HERO I Nathan
As we celebrate World Kindness Day, we’re shining a light on someone who truly lives and breathes kindness every single day – Shellharbour Hospital Patient Experience Officer (PEO) – Nathan.
If you’ve visited Shellharbour ED in the past few years, chances are you’ve already met Nathan (pictured with our Chief Executive, Margot Mains). He’s one of our most complimented staff members - known for his calm presence, reassuring smile, and warmth and compassion.
Nathan began his NSW Health journey as a Concierge Officer at the Wollongong Mass Vaccination Centre during the COVID-19 pandemic and brings more than 30 years of customer service experience to his role.
Briefly outline what your job is all about.
I welcome patients, their families, and carers when they arrive. I explain my role, how triage works, and how I can support them. I keep them updated on results and their place in the queue, and I help with any comfort or practical needs. When patients leave, I follow up on their outcomes and wish them well.
What do you love about what you do?
Working with a great team and that you can have a positive effect on people who aren’t always at their best when they visit ED.
What has your job taught you?
That communication is important. That you cannot do it on your own. That patient care and the best outcomes are truly a team effort.
What does kindness in Health mean to you?
It means showing patients you genuinely care and are there to support them, especially when they might be feeling vulnerable and not at their best. It’s about being informative, reassuring, and doing little things to make their experience as positive and comfortable as possible.
What do you do to be kind to yourself?
I like to drink coffee, travel, laugh, exercise and relax. If I can get that balance right, I’m usually doing OK.😉
Today is World Kindness Day, do you have a message you’d like to share?
You can’t make a second first impression. Try and kick off every patient interaction with a smile and positive attitude. It goes a long way in helping establish rapport and trust with patients, their loved ones and carers. This can lead to positive experiences even in the most trying presentations.
Thank you, Nathan, for the compassion, professionalism, and positivity you bring to Shellharbour Hospital ED and for reminding us all that a little kindness goes a long way.
Happy World Kindness Day, everyone!
