A recent positive experience with an unwell refugee has highlighted the value of a caring, collaborative public health system, plus the need for strong advocacy by Community Supporter Groups.
Health services across the Northern Rivers are under constant pressure, as they are in most regional parts of Australia. Even for people who speak English fluently, navigating medical systems and unfamiliar terminology can feel overwhelming. For refugees, particularly those who do not speak English and who carry the weight of past trauma, this experience can become deeply distressing.
Providing culturally safe and compassionate care in hospital settings is not a luxury – it is essential. The following case study highlights why ongoing health advocacy is so important for refugee families, and how even small acts of understanding and coordination can profoundly change outcomes.
One member of our refugee family community lives with complex, critical health conditions and required long-term hospitalisation. At the first hospital, basic care was provided, but it quickly became clear to her Community Supporter Group (CSG) that important supports were missing. These included:
- No interpreter being booked for conversations about serious medical issues and treatment options
- No social worker appointed to ensure continuity of care and to support the patient’s voice in decision-making
- No communication with the CSG, despite their role as advocates with the patient’s consent
- No culturally appropriate daily care plan – including something as fundamental as ensuring female staff assisted a female patient with personal care.
Rather than lodging a formal complaint, CSG members worked alongside the NSW Health multicultural officer to respectfully and persistently request that these basic needs be met. Once a social worker was assigned, everything began to change. The patient was better able to communicate how she was feeling, to participate in decisions about her care, and medical staff gained a clearer understanding of the full extent of her needs.
She was later transferred to a specialist hospital. Once again, CSG members found themselves explaining what was required to care for a vulnerable, non-English-speaking refugee woman. This time, however, at Lismore Base Hospital, the response was immediate and compassionate.
This is where the story shifts, from what was missing to what became possible when care is delivered with humanity.
Staff at Lismore quickly embraced a collaborative approach, ensuring the patient was involved in every aspect of her care. They listened. They learned. They acted. And in doing so, they reduced stress not only for the patient, but for her family, volunteers, and medical teams alike.
One of the most significant factors was having the right doctor in the right role. Critical care carries immense emotional weight, and yet some professionals continue to show extraordinary compassion day after day. In this case, the doctor went beyond clinical responsibility. He took the time to understand how NRFR supports refugee families, how Community Support Groups operate, and what was needed to care for the whole person, not just her illness.
He personally made phone calls to organise procedures and coordinated the complex transfer of the patient interstate so she could be closer to family. Together with CSG members, he worked through an extensive task list until finally a case worker was assigned. From there, everything flowed more smoothly. The case worker supported both medical staff and volunteers, helping reunite the patient with her family.
The key lesson from this experience is simple but vital: CSGs should never hesitate to advocate strongly and respectfully for refugee families. With permission, explain your role, share your knowledge, and help medical teams understand the broader support network around each patient. Most health professionals genuinely want to help; they just need the right information.
In this case, open communication led to better care, stronger collaboration, and a seamless transition when the patient was finally ready to leave hospital.
Our heartfelt thanks go to specialist Dr Clarence Ratnakumar, Rita Youssef-Price (the multicultural strategies officer with NSW Health), the unbelievably kind staff at the Our House accommodation in Lismore, Jane Waters, the social worker, and the compassionate staff of Ward 9F at Lismore Base Hospital. Also, to the NRFR volunteers who made countless airport trips and offered unwavering support. Your kindness reminds us what truly patient-centred care looks like.
