Meet the Unsung Heroes of Healthcare: Australia 2026

At Doctify, we launched The Unsung Heroes of Healthcare to shine a light on the people behind exceptional patient experiences and outcomes. Nominations were open to non-doctors/clinicians.

The response was remarkable.

Nominations highlighted kindness, resilience, and moments of care that patients and teams don’t forget. People stepping in, staying late, finding solutions, and showing up when it mattered most.

Today, we’re proud to announce our Australia winner, alongside a shortlist of individuals whose impact is felt in every patient journey they touch.

Jacqueline Pascarl brings insight, empathy, and an extraordinary level of commitment to patient care.

As General Manager, she is often the first point of contact for patients. She ensures they are triaged thoughtfully, supported with care, and understood as individuals, often handling complex personal and psychosocial histories with sensitivity and discretion.

What makes her contribution especially remarkable is the consistency she has shown even during her own recovery from major surgery. While receiving treatment for ovarian cancer, Jacqueline continued supporting patients remotely for months, ensuring continuity of care was never compromised.

In one instance, when an elderly patient called struggling to breathe, Jacqueline recognised the urgency immediately. While staying on the phone, she asked the patient to unlock the door and contacted emergency services at the same time. The patient collapsed during the call, but paramedics were able to enter and provide immediate care. Her quick thinking saved a life.

But it’s not only the critical moments that define her impact. She also pays close attention to the smaller details that shape how people experience care, from creating a calm environment to finding thoughtful ways to reduce anxiety.

“Jacqueline in the lynchpin of our practice. Ensuring all patients are triaged efficiently and with empathy.”

Qian He creates a sense of ease for patients who might otherwise feel anxious or unsure, especially when communication is a barrier.

At Absolute Dental Care, she supported a nervous Mandarin-speaking patient undergoing complex treatment who was worried about not being understood. Qian stepped in to explain the procedure clearly in Mandarin, taking the time to answer questions and ensure the patient felt comfortable before treatment began.

Throughout the appointment, she remained attentive and reassuring, translating where needed and checking in regularly. After treatment, she made sure the patient fully understood their aftercare.

The patient later shared it was the first time they had felt truly comfortable at a dental appointment in Australia.

Her warmth and cultural awareness shape an environment where patients feel understood and respected from the moment they arrive.

“Patients often ask about her long after their appointments, a testament to the comfort and reassurance she provides.”

Emily Gordon supports patients through some of the most challenging moments in their lives, bringing calm, clarity, and reassurance when it matters most.

Working in a specialist practice, she regularly supports patients facing serious diagnoses, including cancer. She goes beyond the expectations of her role, following up with patients and families, answering questions, and helping them navigate complex treatment pathways.

For many, she becomes a consistent point of contact during an uncertain time.

She manages emotionally difficult situations while keeping the practice running smoothly, anticipating needs, resolving issues early, and ensuring patients are supported from first contact through to recovery.

“Families frequently express gratitude for the clarity, kindness, and reliability she provides, often describing her as the person who helped them cope during their most difficult moments.”

Amy Pethers has a practical, patient-first approach that turns difficult situations into manageable ones.

When a patient arrived at the wrong clinic, what could have been a frustrating experience was handled quickly and calmly. Amy took ownership of the situation, coordinated with the appropriate team, and ensured the patient was seen without unnecessary delay.

She kept the patient informed throughout, removing uncertainty and making sure they felt supported.

The experience could have ended in frustration. Instead, the patient left reassured and confident in the care they received.

“Amy’s professionalism and problem-solving skills transformed what could have been a stressful and inconvenient situation into a positive one. Her actions reflected compassion, flexibility, and a strong patient-first approach.”

Sangeetha Shanmugam creates a sense of calm and reassurance from the very first interaction.

At Agios Health Specialist Medical Centre, she supports patients who are often anxious, unwell, or uncertain about what comes next. She takes the time to listen, explain processes clearly, and make sure patients feel comfortable and informed before they even see a clinician.

Her approach is steady and thoughtful.

Behind the scenes, she helps manage complex bookings, supports colleagues during busy periods, and keeps the clinic running smoothly. Patients experience a service that feels coordinated, reassuring, and consistent from start to finish.The family described her as the anchor who steadied them when they needed it most.

“Her calm, welcoming manner immediately puts patients at ease, particularly those who are anxious, unwell, or distressed.”

Congratulations to our Australia winner and all those shortlisted.

The care, commitment, and compassion you show every day does not go unnoticed, and it has a lasting impact on the people you support.