Caring for the People Who Care with Chanel Nesci and Todd Waldron
What does it take to support the wellbeing of healthcare workers?
In this episode, Chanel Nesci and Todd Waldron discuss employee wellbeing, workplace culture and leadership in healthcare. They explore the connection between workforce wellbeing and customer outcomes, sharing insights into how organisations can create environments where people feel supported, valued and able to thrive.
Overview
Healthcare is built on people. While conversations about healthcare often focus on patients, treatments and outcomes, every meaningful health experience begins with someone providing care. Whether it's a nurse supporting a resident in aged care, a GP helping a patient through uncertainty, or a customer-facing team member guiding someone through a difficult moment, healthcare workers are at the heart of every interaction.
In Episode 4 of The Care Blueprint, Chanel Nesci, General Manager Culture, Wellbeing and Safety, and Todd Waldron, Chief Operating Officer for Bupa Medical, explore what it takes to support the people who care for others, and why employee wellbeing is essential to delivering great healthcare.
Healthcare is one of the most rewarding professions, but it can also be one of the most demanding. Across aged care homes, medical centres, dental clinics and customer-facing roles, healthcare workers balance physical demands, emotional pressures and the responsibility of supporting people through some of life's most significant moments.
These experiences can be deeply meaningful, but they also require resilient teams, supportive leaders and workplaces that genuinely prioritise wellbeing.
At Bupa, wellbeing is viewed through a holistic lens. Rather than focusing solely on individual wellbeing initiatives, the conversation highlights the importance of creating environments where people feel supported, connected and able to perform at their best.
This includes physical health, mental wellbeing, financial wellbeing, social wellbeing and the broader workplace environment itself.
A key theme throughout the episode is the connection between employee wellbeing and customer outcomes. When people feel supported at work, they are more likely to be engaged, stay connected to their purpose and provide high-quality care to the people who depend on them.
Every meaningful health interaction starts with a person, an employee, a healthcare worker. When employees feel supported by their employer or their leader, they are more likely to be engaged. And engaged employees are more likely to stay, build strong relationships and deliver better customer outcomes.
chanel nesci
general manager, culture, wellbeing and safety
For healthcare organisations, wellbeing isn't simply an employee benefit. It is a critical part of creating positive experiences for patients, residents and customers.
The discussion also explores the importance of listening. Rather than assuming leaders know the answers, meaningful improvements often come from understanding the day-to-day realities of frontline teams and creating opportunities for employees to share their experiences.
Whether it's responding to feedback, addressing workplace challenges or supporting teams through periods of change, strong leadership plays a vital role in building healthy workplace cultures.
Another important insight is the distinction between wellbeing programs and wellbeing cultures. While benefits, initiatives and wellbeing resources have an important role to play, lasting impact comes from creating work environments that actively support people every day.
Workplaces that enable people to do meaningful work, feel supported by their leaders and manage the challenges of healthcare are ultimately more successful at delivering care.
The episode also reflects on the lessons learned during periods of significant disruption, including the COVID-19 pandemic. Throughout these experiences, one message remained consistent: when organisations invest in supporting their people, teams are better equipped to care for others.
At its heart, Episode 4 reinforces a simple but important truth. To build a stronger healthcare system, we must also invest in the people who make healthcare possible.
By creating supportive workplaces, listening to employees and prioritising wellbeing, organisations can help healthcare workers thrive while delivering better outcomes for the communities they serve.
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