For Sharon Maurer, a clinician with the Specialist Older Adult Community Service (SOACS) in Northern Health’s Older Adult Mental Health Service, one such moment arrived unexpectedly on a sunny January morning.

Hoa Nguyen was referred to SOACS in April 2024 following a cancer diagnosis that had tipped her into severe depression and anxiety. Isolated from family and friends, coping with the emotional toll of illness, and facing significant language barriers, Hoa was initially reluctant to engage with the community mental health team.

“She didn’t want to let anyone in,” Sharon recalls. “She was overwhelmed, withdrawing from those around her, and understandably cautious.”

Language was a major barrier throughout Hoa’s care, with interpreters supporting every visit. Cultural beliefs also influenced her willingness to consider treatment options, including medications, and hospital admission was not a safe or acceptable option for her.

Progress was slow. Fortnightly home visits focused on building trust, encouraging reconnection with loved ones, and offering consistent emotional support. At times, Sharon wondered whether her efforts were making a difference.

“There were moments when I questioned myself,” she says. “But each time I left her home, I made sure she knew we weren’t giving up.”

That message was often conveyed without words – a gentle hand on the shoulder, reassurance delivered through warmth and presence, and the steady reliability of returning again and again.

After 12 months, Hoa’s mental health showed signs of improvement, only for this to be overshadowed by a second cancer diagnosis. Further surgery followed in November 2025, and recovery was slow.

Then came January 2026.

After the Christmas break, Sharon returned to visit Hoa. Instead of the withdrawn woman she had come to know, she found Hoa waiting on the veranda, smiling broadly.

“She greeted me with ‘Happy New Year’ in English,” Sharon says. “I was completely blown away.”

Hoa shared that she had been given the all clear from cancer. She had returned to her Buddhist faith, reconnected with family and friends, and rediscovered confidence in herself.

“When I got my cancer diagnosis, I was devastated. I did not want to let anyone in,” Hoa later reflected. “You kept coming back and did not give up on me. Because of your persistence and warmth, I am feeling well today.”

Now looking ahead, Hoa is planning a long‑overdue holiday to Vietnam with her husband, a future that once felt unimaginable.

For Sharon, moments like these affirm why patient‑centred care matters.

“It’s about showing up,” she says. “Sometimes, that’s what makes all the difference.”

Also launching this Patient Experience Week is Great Northern Stories — a new platform to share everything from small acts of kindness and proud achievements to meaningful patient experiences. It’s a space to highlight what’s working well and to shine a light on the people and moments that make our organisation truly great.

Click here to learn more and share your story.