'It’s about dignity, respect, and making sure no one is left behind'
03 December 2024
Michelle Shao has just returned from assisting a vision and hearing impaired patient who was wracked with anxiety.
He’s suddenly been thrust into medical appointments, tests and scans following his cancer diagnosis, trying to navigate the complex health system with his disability.
That’s where Michelle steps in as Peter Mac’s Disability Liaison Officer (DLO).
"Navigating cancer treatment is overwhelming for anyone, but for someone who faces additional barriers, trust is critical. My role is to be that consistent presence they can rely on through every step of the journey," Michelle explains.
“I just attended his appointment and first treatment, so I introduced him to the treatment team and was there to hold his hand through the process.”
While the patient has a long road ahead with his treatment, Michelle will continue working closely with the entire care team to ensure accessibility is considered in every decision, from scheduling appointments to delivering treatment.
“Together, we hope to create a system that works for the patient, not the other way around," she says.
The DLO's role isn’t just limited to visible disabilities.
Many patients have hidden disabilities, such as autism, sensory sensitivities, or psychosocial challenges, which can significantly impact their healthcare experience.
“For instance, some neurodiverse patients might need adjustments like a quieter room or more time to process information. These small changes make a huge difference and show that we respect and care for their unique needs,” Michelle explains.
Working two days a week at Peter Mac and in collaboration with the broader Parkville Precinct Disability Liaison Team, the DLO ensures a seamless handover of care between institutions.
This teamwork is especially crucial for patients transitioning from other hospitals, like the Royal Children’s, who come to Peter Mac for their radiation therapy treatment.
“We aim to make sure patients don’t have to tell their story twice,” Michelle says. “It’s about continuity and creating a smoother journey for them.”
Training plays a vital role in creating an inclusive environment and Peter Mac will soon introduce staff training through the Hidden Disabilities Sunflower, in conjunction with all the Parkville precinct hospitals.
Peter Mac joined precinct partners for the launch of the Hidden Disabilities Sunflower training program
“By increasing awareness and understanding, staff are better equipped to identify and support patients with diverse needs,” Michelle says.
“Peter Mac staff are compassionate and always want to help. But programs like the Sunflower Project give them extra tools to recognise and address less visible barriers.”
For Michelle the role is deeply rewarding.
“I love connecting with people and making a difference. Whether it’s helping a patient feel at ease or seeing our staff grow more confident in their skills, it’s the human connection that keeps me passionate about this work,” she explains.
As Peter Mac continues to champion inclusion and accessibility, the work of the Disability Liaison Officer shows how healthcare is evolving to better meet the needs of every individual.
“It’s about dignity, respect, and making sure no one is left behind,” Michelle says.
This International Day of People with Disability, Peter Mac reaffirms its commitment to empowering patients and breaking down barriers—because inclusive care is the right of every person.