Sometimes the most meaningful outcomes don’t show up in reports or KPIs. They show up in someone’s eyes, in their voice, in the freedom and joy they rediscover after thinking it was gone.

We recently received a letter from Carol Odgaard, carer and loving wife of Bill Odgaard, who took part in our Short-Term Restorative Care (STRC) program in Rockhampton. Her words were so powerful and moving that we felt compelled to share them — not only to acknowledge the incredible work of our team but also to highlight what compassionate, person-centred care can truly achieve.

Carol and Bill approached the program with some hesitation. They had tried other services before — some helped, others didn’t. They were doing okay, but we believe okay isn’t always enough. And thanks to the dedication of three outstanding team members, Bill and Carol’s lives were transformed in ways they hadn’t thought possible.

Lynette Stephenson, Short Term Restorative Care Coordinator, was the first person they met. Her compassion, clarity, and care turned uncertainty into trust. Lynette became not only a guide but a steady presence, ensuring Carol and Bill felt supported at every step.

Shadei Nand, Bill’s physiotherapist, was (in Carol’s words) “the perfect pairing.” Despite initial nerves on both sides, Shadei’s expertise and gentle confidence helped Bill not only regain strength, but also rediscover joy. Week by week, Carol saw him coming back to life — not just physically, but emotionally.

Nikola Davies, Bill’s occupational therapist, looked beyond charts and routines to uncover what mattered most — connection. She recognised the impact of isolation and helped Bill trial a motorised chair. That moment, Carol writes, was “life-changing.” For the first time in a long while, the boardwalk by the beach was within reach again. Shopping trips became possible. Most importantly, Bill and Carol could go out together. No longer housebound. No longer limited. Together.

Carol ended her letter with this moving reflection:

“I had tears in my eyes when he reluctantly trialled the chair, then seeing how his face lit up… I am teary yet again writing all this.”
“Each of you are an asset to Mercy Community. Bless you all for the gifts you have given.”

To Lynette, Shadei, and Nikola — thank you. Your work is a shining example of what compassionate care looks like. You’ve given Bill and Carol more than support. You’ve given them a new beginning. That’s not just STRC done well — that’s Mercy in action.

This story reminds us all of the power of thoughtful, person-centred care — and the life-changing impact it can have.