Patients and families often express gratitude for the care they or a loved one has received and ask how they can give back. The Grateful Patients Referral Program provides a simple way for you to respond to these conversations and, where appropriate, connect patients and families with your colleagues at The Prince Charles Hospital Foundation.
This isn’t about you asking for donations. It’s about listening when gratitude is expressed and helping patients and families who want to say thank you take the next step, whatever that may be.
What to do when a patient expresses gratitude
1. Listen:
Notice when a patient or family member expresses gratitude or asks how they can help.
2. Acknowledge:
Acknowledge their expression of thanks and let them know their gratitude matters.
3. Refer:
Connect them with your team at the Foundation who will continue the conversation.
How to contact the Foundation to refer a patient
Referring a patient or family member is simple. Use whichever method is easiest for you. The most important thing is that the referral reaches the Foundation as soon as possible so we can respond in a timely and respectful way.
CALL: 1800 501 269
HOSPITAL SWITCH: 3139 4000 – Ask to be connected to the Foundation
TEXT: 0458 318 300
EMAIL: info@tpchfoundation.org.au
After hours? Leave us a message and we;ll be in touch the next business day.
Every referral is voluntary and based on patient choice.
Patient privacy, consent and trust underpin every interaction.
Gratitude in action
Gratitude can take many forms and is personal to every patient and family. Hear from those who have chosen to express their thanks by giving back through The Prince Charles Hospital Foundation, and in doing so making a meaningful difference for patients for generations to come.
Hear from your colleagues
A clinician’s perspective:
Lesleigh Winks
Clinical Nurse Consultant & Lung Transplant Coordinator
Queensland Lung Transplant Service
“I believe recognising patient gratitude is an important part of compassionate care and helps us appreciate the positive impact our team has on patients’ lives. Referring patients to the Grateful Patient Referral Program provides an opportunity for them to express their appreciation and help connect them with a meaningful way to give back. The referral process is straightforward, and I would encourage other staff to participate, as it strengthens the connection between patients, healthcare professionals, and the Foundation while celebrating the generosity and resilience of our transplant community.”
Patient conversation guidelines
Every patient conversation will be different and whatever saying thank you means to them, here are some examples of how you might acknowledge their gratitude and offer to refer them to the Foundation in a natural, conversational way.
Suggested response: “Thank you for saying that, it really means a lot to our team. If you’d like to talk about ways you could give back, one of my colleagues from the Foundation can pop in for a chat. Would you like me to give them a call?”
Suggested response: “That’s incredibly kind of you to say. Thank you. Our hospital Foundation works with lots of patients and families who feel the same way. If you’d like, one of my colleagues can pop in for a chat. Would you like me to give them a call?”
Suggested response: “That’s a really thoughtful question, thank you. Our hospital Foundation is here to help people who want to give back to the hospital. If you’re interested, one of my colleagues can pop in for a chat and answer any questions you might have. Would you like me to give them a call?”
Suggested response: “Thank you, that’s very generous. Rather than me trying to explain it all, one of my colleagues from the Foundation can pop in for a chat and talk you through the different ways people choose to give back. Would you like me to give them a call?”
Suggested response: “Thank you for saying that. It really means a lot to our team, and I’ll make sure I pass that on. If you’re thinking about doing something for future patients, one of my colleagues from the Foundation can pop in for a chat about the different ways people choose to give back. Would you like me to give them a call?”
Suggested response: “That’s a wonderful thought. Our Foundation works with people who want to make a difference for future patients. If you’d like, one of my colleagues from the Foundation can pop in for a chat. Would you like me to give them a call?”
Suggested response: “Thank you, that’s incredibly thoughtful of you. Our Foundation works with lots of families who want to give back after their experience here. If you’d like, one of my colleagues can pop in for a chat. Would you like me to give them a call?”
TPCH Staff Resources
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A3 Staff Poster
A4 Staff Reference guide
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Supported by Metro North and The Prince Charles Hospital
Tami Photinos
Executive Director
The Prince Charles Hospital
Exceptional patient care does not end when treatment finishes. For many patients and families, expressing gratitude is an important part of their healthcare journey. The Patient Referral Program provides our staff with a simple, ethical way to respond when those conversations occur. I welcome this initiative and encourage our teams to partner with the Foundation as it develops a program that reflects the values of The Prince Charles Hospital and supports the patients and families we serve.
Steve Francia
Chief Executive Officer
The Prince Charles Hospital Foundation
The Prince Charles Hospital has earned the trust and gratitude of generations of patients and families. As the hospital’s Foundation, it is our responsibility and privilege to help ensure that gratitude creates a lasting impact for future patients. The Patient Referral Program is built on a simple principle: when a patient asks, “How can I give back?”, every member of staff should feel confident they know how to respond. The Foundation’s role is to continue that conversation with care, respect and integrity, allowing staff to remain focused on providing exceptional patient care while we support patients who wish to explore options to give back.
Your Foundation team
The Prince Charles Hospital Foundation team is here to support you, answer questions and continue the conversation with patients and families once a referral has been made.
Chloe Nguyen:
Chief Communications and Philanthropy Officer
0424 822 327
Shannon Laverack:
Head of Philanthropy and Growth
0433 177 692
Frequently Asked Questions
If you’re unsure, that’s okay. Simply acknowledge what the patient or family member has said and, if appropriate, offer to connect them with the Foundation. There is never any obligation for the patient to proceed.
No. The Grateful Patients Referral Program is not about clinicians or hospital staff asking for donations. The program provides a simple and appropriate way to respond when a patient or family member expresses gratitude or asks how they can give back.
The Foundation will continue the conversation with the patient or family member and provide information and support based on what is meaningful to them.
Yes. A suite of practical clinician resources and patient information materials is available in the TPCH Staff Resources section above.
Yes. The program has the full support of The Prince Charles Hospital Executive, with information shared across Executive and Director-level leadership.
We’d love to help. Your Foundation Relationship Manager will be your primary contact for education and support. In the meantime, please contact Nadine Gowen, Relationship Manager, Nadine.Gowen@tpchfoundation.org.au, 0424 675 532.