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Making Every Moment Count. Honouring a Paramedic’s Dedication to Compassionate Care

Sue Neale ASM has spent her career serving the Queensland community as a paramedic, but her impact extends far beyond the commitment to the service.

Recognised in the Australia Day Honours for her outstanding service, Sue is best known at Ambulance Wish Queensland for her passion as a volunteer; assisting Queenslanders to fulfill their heartfelt moments as they face the most challenging time of their lives.  This recognition reflects decades of quiet achievement. Something Sue herself never expected to be acknowledged for.

“I was on light duties when I received the email; at first I thought it was a scam,” Sue recalled with a laugh. “It didn’t feel like anything I’d done was that remarkable. But then, as I read it properly, I realised someone had taken the time to recognise the work I do…. and that really meant a lot.”

Her role as a paramedic is demanding and often high pressure, but Sue’s approach to patient care prioritises empathy, communication and reassurance. “People are having the worst day of their lives when we turn up… (so it’s about) meeting them where they are at, listening, and providing reassurance really helps. Even humour can make a difference. It’s about leaving them in a better place than when we arrived.”

Since 2018, Sue has been extending this care through her volunteer work with Ambulance Wish Queensland wishes. Whether it’s taking a patient to see a favourite beach, returning home to visit their pets or just enjoying a simple treat on a special day, Sue is a master of creating moments of comfort and joy when they matter most.

“One of my favourite memories was helping a wish recipient return home. It was her birthday and I asked her what’s her favourite thing to eat. She said, pineapple fritters with cinnamon sugar, and I was just like, oh, there’s a fish and chip shop down the road that does the most amazing ones, so of course we actually went by the fish and chip shop.”

“It was actually quite beautiful… she died that night, but she got to be there and have pineapple fritters on her birthday.”

Ambulance Wish Queensland not only brings happiness to palliative patients but also supports their families through anticipatory grief, providing comfort and new shared memories outside of a clinical environment. “It’s a stark contrast to the work we do as paramedics… you’ve got time to concentrate more on making the moment. Those little moments matter, which is lovely. You know, I enjoy that.. doing those nice things tends to make me feel a bit better about life.”

Palliative Care Queensland CEO, Louise O’Neill, said that Sue continues to grow an incredible legacy that is reflective of her personal achievements and her compassion for all Queenslanders.

“Sue’s commitment to dignity, equity and kindness throughout her work and volunteering is inspiring. With Ambulance Wish Queensland, she has turned moments of anxiousness into connections filled with meaning and joy. Her love of family and connection is very clear in the way she interacts and cares for others.”

“Her leadership within QAS ensures that Queenslanders facing their toughest moments are seen and heard. Her impact will be felt by families across the state for many years to come.”

Sue’s Australia Day Honour is fitting recognition for her long list of achievements, but, to herself, the true reward lies in the difference she makes to people’s lives through the service and through Ambulance Wish Queensland.

“I strongly believe we need good, sound clinicians, who are proficient in the fundamental skills of empathy and compassion.”

“(We need to be able) to talk to people and hold someone’s hand when they’re having a moment or make somebody a cup of tea when they’ve just lost their husband of 50 years.”

“I think sometimes the really simple things, can be really touching”

From incredible care on the frontlines with Queensland Ambulance Service to creating unforgettable memories with Ambulance Wish Queensland, Sue’s career has been guided by a tightly held principle: empathy.

“Being able to empathise with people in whatever scenario they might find themselves in. Whether that’s a physical illness, pain, injury or mental health or whatever it is, and being adaptable from job to job.”

“If that’s my niche, (then) that’s what I’m doing.[/vc_column_text]