Meet Monica Waterstone, a dedicated 37-year-old mother of two, who has embarked on a remarkable career journey that has taken her from managing nightclubs to becoming a Patient Transport Officer (PTO) with St John Ambulance Victoria. In just six months, Monica has found her dream job, a role she has long aspired to, and she’s passionate about making a difference in her community. "I wanted to do this job for a very long time, so it’s surreal to be finally doing my dream job." she says.

A Unique Career Path

Before joining St John, Monica spent over 12 years running nightclubs, a fast-paced environment that required her to think on her feet and stay composed under pressure. Her transition to healthcare may seem drastic, but it was a change driven by a longstanding desire to help others. “I really want to help people; it doesn’t matter the state they are in.” she shares.

Monica’s interest in the medical field was sparked during her nightclub years, where she frequently liaised with paramedics and witnessed the critical role they played in emergency situations. This experience inspired her to learn more about Non-Emergency Patient Transport (NEPT), leading her to actively seek information about job opportunities with St John. She would often stop uniformed members in shops to inquire about their roles, expressing her determination and commitment to pursuing her passion.

The Role of a Patient Transport Officer

As a PTO, Monica works four days a week across three branches: Notting Hill, Frankston, and West Melbourne, which consists of low and medium acuity work. Her daily routine starts with checking their scheduling App for details on her assignments, including who is her partner for the shift, the timings, and vehicle information. She emphasises the importance of teamwork, noting that effective communication with the partner is crucial. “Your partner is there to debrief with you, and communication is key,” Monica explains.

A vital aspect of her role involves prioritising patient care. "Everyone is different," she states. She also highlights the importance of understanding patients' backgrounds and their reasons for seeking transport or admission to a facility. "Even if two people have the same diagnosis, they have different personalities. You need to learn how to read the patient. Some patients may require emotional support, empathy, and reassurance, making it essential to treat each individual as unique.”

A Growing Field

St John Ambulance Victoria is well-known for its contributions to the state, and Monica believes the Non-Emergency Patient Transport sector will continue to evolve. "I think non-emergency transport will expand, and we’ll be given more responsibilities and protocols," she notes. This reflects her belief in the growing importance of non-emergency services in the broader healthcare system.

Monica describes her experience as a PTO as the "biggest eye-opener of my life." She praises the incredible work of hospital staff and nurses, which has deepened her appreciation for the healthcare field.

A Call to Future Applicants

For those considering a career in Patient Transport, Monica encourages individuals who are empathetic and eager to learn to apply. “You don’t need a medical background to join.” she advises. The most rewarding part of her job is witnessing the relief on patients’ faces when they realise they’re going home, a moment that reinforces her commitment to this fulfilling profession. “If you love to help people and have strong people skills, this is a great job for you.” she concludes.

Watch Monica's interview below: