What if a child’s memory of hospital care was not one of fear and distress, but of trust, choice and compassion?
That question sits at the heart of Hugs and Drugs, an innovative Mercy Health initiative developed at Werribee Mercy Hospital, which is helping healthcare workers reduce trauma and improve the experience of little patients during procedures. Through age-appropriate communication, comfort positioning, parental involvement, pain relief and giving children choices wherever possible, the program helps patients feel safe, respected and actively involved in their care.
With this approach, rather than leaving medical settings with a memory of fear or powerlessness, children are more likely to leave feeling listened to, respected and safe, meaning a positive healthcare experience today can influence how they approach healthcare tomorrow.
Led by Paediatric Clinical Nurse Educator Lucy Osborn, the program combines evidence-informed comfort strategies, trauma-informed care principles and staff education to ensure children feel safe, respected and involved in their own care.
The initiative recently attracted international attention when Lucy presented her work at the 13th World Congress of the World Federation of Pediatric Intensive & Critical Care Societies and ANZICS ACCCN Intensive Care Annual Scientific Meeting in Melbourne.
With more than 1,800 delegates from around the world attending the conference, the response confirmed that the challenges Hugs and Drugs seeks to address are far from unique.
“There was enormous interest in the work,” Lucy says. “What surprised me was how many clinicians told me this simply is not being discussed in their organisations. There was a real recognition that healthcare systems need to do more to reduce trauma and improve the patient experience.”
Lucy joined Mercy Health in 2025 after an extensive career in paediatric emergency and neonatal intensive care nursing. She began rolling out Hugs and Drugs education in November last year after recognising a need to strengthen both patient and staff psychological safety.
The model is being applied across a range of procedures, including cannulation, wound care, nasogastric tube insertion, fracture management and routine observations.
And while the initiative has a strong paediatric focus, its principles apply to patients of every age.
“This is ultimately about autonomy, consent and dignity,” Lucy says. “Healthcare can unintentionally take control away from people. We want to give clinicians practical tools that allow procedures to be completed safely while still respecting the person in front of us.”
Innovation isn’t just technology
The early success of Hugs and Drugs demonstrates that innovation in healthcare is not always about new equipment or clinical breakthroughs. Sometimes, innovation comes from rethinking how care is delivered.
Through bedside coaching, role modelling, education sessions and emotional connection techniques, Lucy has helped clinicians build confidence in trauma-informed practice and develop new ways of supporting patients and families during stressful situations.
Staff feedback has shown stronger confidence in delivering person-centred care, while also highlighting benefits for patient outcomes, family experience and staff wellbeing.
“Sometimes innovation is simply asking how we can do this better for the person we are caring for,” Lucy says. A philosophy that reflects Mercy Health’s commitment to person-centred care, ensuring the emotional and psychological needs of patients are considered alongside their clinical care.
“Every healthcare interaction leaves a lasting impression. If we can reduce fear, build trust and create safer experiences, we are improving outcomes not only for today, but for future healthcare encounters as well,” Lucy says.
Although the initial evaluation phase has concluded, Lucy believes the opportunity is only just beginning. She hopes to secure funding to formally research the model, build a stronger evidence base and share the framework with health services nationally and internationally.
