2020 REPORT TO OUR COMMUNITY

bendigoprimarycarecentre.com.au Contents

Report from the Chair of the Board...... 4

General Manager’s Report...... 5

Welcome Dr Emonson...... 6

Clinical Director Report...... 7

Bendigo Primary Care Centre is Financial Report from Manager, Business Services...... 8 located on the traditional lands of A Day in the Life of our GP Dr Andrei Cheng...... 9 the Dja Dja Wurrung and Taungurung peoples. We pay our respects to Our GP’s and Allied Health Team...... 10 their Elders both past and present Organisation Chart...... 11 and acknowledge all Aboriginal and Torres Strait Islander peoples as the Training Report...... 12 first people of this nation. Client Services Report...... 13 We celebrate their rich heritage Nursing Report...... 14 and continuing culture. Bendigo Primary Care Centre is committed Chronic Disease Management Report...... 16 to achieving equality in health status Celebrating a Culture of Occupational Health & Safety..... 18 between Aboriginal and Torres Strait Keeping our Largest Asset Paid...... 19 Island peoples and non-indigenous Australians. Financial Report...... 20

Our Partners...... ISBC LIVING OUR VALUES: THE NEEDS OF THE PATIENT COME FIRST. Bendigo Primary Care Centre BendigoBendigo Primary Primary CareCare Centre Meeting the needs of the growing Bendigo Community MeetingMeeting the needs needs of ofthe the growing growing Bendigo Bendigo Community Community

15 $4,959,880 15 $4,959,880 YEARS TEACHING Patient billings YEARS TEACHING Patient billings STUDENTS STUDENTS 12,920 12,920 THIS YEAR: COVID-19 THIS YEAR: COVID-19 Telehealth Telehealth 400 appointments Q4 400 appointments Q4 MEDICAL STUDENT MEDICAL STUDENT TEACHING HOURS TEACHING HOURS 9 9 480 GPs in training 480 GPs in training NURSING STUDENT NURSING STUDENT PLACEMENT HOURS 184 PLACEMENT HOURS 184 Medical student Medical student placements placements

65,665 GP CONSULTATIONS 65,665 GP CONSULTATIONS 12,283 REGISTRAR APPOINTMENTS 12,283 REGISTRAR APPOINTMENTS 3,559 ALLIED HEALTH CONSULTS 3,559 ALLIED HEALTH CONSULTS 4,265 NURSE APPOINTMENTS 4,265 NURSE APPOINTMENTS 37 37

STAFF MEMBERS STAFFBendigo MEMBERS Primary Care Centre provided Bendigo Primary Care Centre provided 16 6,90116 Vaccinations 6,901 Vaccinations GENERAL 2,893GENERAL GP Management Plans 2,893 GP Management Plans PRACTITIONERS PRACTITIONERS1,705 Mental Health Plans 1,705 Mental Health Plans 1,723 Aged Care Consults 1,723 Aged Care Consults 5 5 1,667 Procedures 1,667 Procedures ALLIED HEALTH ALLIED HEALTH

bendigoprimarycarecentre.com.au bendigoprimarycarecentre.com.au 2bendigoprimarycarecentre.com.auBendigo Primary Care Centre Limited Annual Report 2019-2020 Bendigo Primary Care Centre Limited Annual Report 2019-2020 3 We value our relationships with the people of Bendigo immensely Meeting the needs of the growing Bendigo community We value our relationships with the people of Bendigo immensely Meeting the needs of the growing Bendigo community

When I originally sat down to write this letter, I was in my office, thinking about how to describe The past year has been like no other many of us have experienced, but I couldn’t be prouder of the events of 2019/20 and what Bendigo Primary Care Centre achieved last year. Today that how the management and staff of Bendigo Primary Care Centre have navigated the disruption and seems a distant reality. adversity and demonstrated their resilience and commitment to serving the greater Bendigo community. Instead, I write to you in isolation from home, like millions of other people. Since March 2020, the During a time of global pandemic our team has not only maintained but increased the level of coronavirus has overtaken our lives and transformed our world, presenting an unprecedented health service provision. We were able to pivot quickly to the telehealth model and provide medical, economic and human challenge. The implications of the coronavirus outbreak for every excellent continuity of care for our patients. nation and for our patients, employees and members are profound, and they will reverberate for We thought outside the box when it came to finding safe ways to provide necessary services such as flu vaccinations and set up drive through clinics with many staff coming in on the weekends to years to come. help with this. We have maintained our commitment to being a teaching facility with record To ensure we could continue to care for our patients, despite the pandemic, was the aim for the numbers of GP registrars and medical students benefiting from the expertise available at Bendigo Bendigo Primary Care Centre team. Our team’s commitment to each other, to our patients and Primary Care Centre. Staff have adapted to working from home when necessary but have to our shared sense of purpose has bound us together during this difficult period and enabled us maintained their professionalism and commitment to keeping the ‘doors open’ and to delivering the highest level of care. “Whether you’re a to continue to serve our patients in our Bendigo and surrounding communities. young family or are The 2019/20 financial year has been one of the most challenging years for Bendigo Primary Care “We are deeply The financial year 2019/20 was very busy as we set record after record: about to become one. Centre. Bendigo Primary Care Centre has provided health services to more members of our engaged“We are in deeply ideas, engaged “Whether you’re a young Whether you’re busy community than ever before, and our ninth year has more than delivered on the vision: innovationin ideas, innovation and and • Total patient billings by GPs, registrars and allied health teams increased five per cent from year family or are about to activities that are making to year from $4,730,000 in 2019 to $4,959,880 in 2020. andbecome active, one. managing activities that are • To be Bendigo’s Centre for Excellence in Primary Health Services and Health a healthy difference in the • Telehealth was introduced late in March 2020 as a result of COVID-19 and has complexWhether health you’re busy and making a healthy Profession training lives of families, friends continued to be accepted by patients as a new modality in customer care. conditionsactive, managing or seeking complex and neighbours across the health conditions or seeking difference in the • COVID-19 hit in the last quarter of the financial year, by June 2020 Bendigo Primary Care Centre This year Bendigo Primary Care Centre has delivered a record 84,676 appointments (last year region.” balancebalance as as you you age; age; we can lives of families, had done 12,920 appointments by telehealth for total patient revenue of $565,000. 80,558) for patients with our general practitioners (GPs), nurses, specialists and allied health wesupport can support you.” you. friends and • In May 2020 we filled 7,943 appointments and in August 2019 7,879 appointments were filled. practitioners. Leigh Watkins neighboChair urs across These were our two busiest months pre and post COVID-19. Average appointment count were DrDr Steve Steve Cooper, Cooper The region-wide GP shortage but more significantly, the continuing difficulty in securing trainee 7,056 appointments per month. General Manager the region.” General Manager GP placements resulted in a reduction in revenue performance, compared to the previous year. • Quality Accreditation planning is a continuing focus for the next accreditation assessment due in However, prudent management of employee-related expenses has the Bendigo Primary Care 2021. We continue to excel in the standard of quality care and risk management as required by Centre result overall $208K better than the prior year. the Royal Australian College of General Practitioners. Leigh Watkins, • Bendigo Primary Care Centre has had a continuing partnership with Monash School of Medicine We welcomed Dr Steve Cooper early in the 2019/2020 financial year, as the new General Chair to work on the STAREE research project, a long-term, international study that seeks to Manager. Steve brings a wealth of practice and medical experience to Bendigo Primary Care understand the effects of Statin drugs in the elderly. Centre. Changes to our complement of clinicians saw the addition of: • Currently, Bendigo Primary Care Centre are working with Monash University in research of 1. Dr Sheriden Emonson, Clinical Director ASPREE-XT. The ASPREE study addressed a lack of evidence about aspirin’s benefit in older, 2. Dr Asma Chowdhury and Dr Sanchari Saha as new GPs; healthy people. Very few primary prevention aspirin studies have included people aged over 70. 3. Mr Jarrad Badcock our replacement Dietitian; The follow-up ASPREE-XT study will examine the longer-term incidence of cancer, cognitive 4. Mr Justin Williams took over podiatry; and decline and frailty. ASPREE-XT also aims to identify demographic, health, genetic and 5. Ms Sue Radford, Mental Health Social Worker and Family Therapist. environmental factors that affect thinking and memory, physical health and wellbeing in older people. We welcomed Mr Gerard Jose, CEO from Bendigo Community Health and Associate Professor Chris Holmes from Monash Rural Health – Bendigo, • Bendigo Primary Care Centre has increased the commitment to teaching and training. In to the vacant member board positions. 2019/20 we employed nine GP trainees, we hosted 184 (up from prior year 105) medical students and enabled placement for four nurse trainees. Many of these students will stay in the The Board would like to acknowledge the contribution of the staff and the medical team again region to further bolster the provision of healthcare into the future. who have helped Bendigo Primary Care Centre deliver excellent health outcomes for the community. Such successes position us to move forward strongly, to grow the core elements of what we do and to find new ways of serving the Bendigo community in 2021 and beyond. I also offer a special acknowledgement to the board members who bring considerable business experience to Bendigo Primary Care Centre. Dr Steve Cooper, Leigh Watkins, Chair General Manager

bendigoprimarycarecentre.com.au Page 5 bendigoprimarycarecentre.com.au4 Bendigo Primary Care Centre Limited Annual Report 2019-2020 Page 4 Bendigo Primary Care Centre Limited Annual Report 2019-2020 5 Welcome Dr Emonson as Clinical Director Welcome Dr Emonson as Clinical Director Clinical Director Report Welcome Dr Emonson as Clinical Director Clinical Director Report

Following a comprehensive search, Bendigo Primary Care Centre has appointed Dr Sheriden August 2020 heralded the commencement of my position of Clinical Director at Bendigo Primary Care Emonson as Clinical Director. Centre. It has been a delight to be welcomed into such a hardworking team of staff in which it is very Following a comprehensive search, Bendigo Primary Care Centre has appointed Dr Sheriden evident that providing quality patient care is at the forefront of daily practice. Emonson as Clinical Director. Dr Emonson graduated with a Bachelor of Medicine and Surgery with Honors in 2001 at the As clinical director, my priority is to uphold and foster high standards of patient care by advancing the University of Western Australia. She has an Undergraduate Certificate of Counseling, Perth Bible clinical governance framework. Clinical governance is the system through which Bendigo Primary Care College.Dr Emonson Postgraduate graduated e withducation a Bachelor includes of FRACGPMedicine with and the Surgery Royal with Australian Honors College in 2001 of at General the Centre is accountable for continuously improving the quality of our service and safeguard high PractitionersUniversity of Westernin 2010. TheAustralia. William She Glasser has anInstitute, Undergraduate basic intensive Certificate week of choice Counseling, theory, Perth reality Bible standards of care by creating an environment in which clinical excellence will flourish. College.therapy and Postgraduate lead management education 2009, includes Better FRACGP Access with for mental the Royal health, Australian Mental College Health of Training General Level 1 To establish a culture of best clinical practice, it is vital to nurture values of respect, trust and collegiality between staff. The quality care of a patient is not reliant on just one staff member, in contrast, we must Practitioners2009, Merk Sharp in 2010. Dohme, The William Implanon Glasser NXT training Institute, 2011, basic Australian intensive Resuscitationweek choice theory, Council reality ALS2 – ALS therapy and lead management 2009, Better Access for mental health, Mental Health Training Level 1 work together as a harmonious team to ensure the best outcome for our patients. Let’s use the provider 2015, 2019, Bench-Marque University, Post Graduate Certificate in ECG interpretation 2017. example of a diabetic patient who is feeling unwell. Our reception will arrange an appointment for the 2009, Merk Sharp Dohme, Implanon NXT training 2011, Australian Resuscitation Council ALS2 – ALS Boston Scientific Postgraduate pacemaker training- Educare, 2018-2019. patient. If the patient presents to Bendigo Primary Care Centre feeling unwell, a nurse will be available provider 2015, 2019, Bench-Marque University, Post Graduate Certificate in ECG interpretation 2017. for urgent assessment. A general practitioner (GP) will make an assessment and treatment plan. This EBostonxperience Scientific includes Postgraduat an interne p pacemakerosition 2002 training- Sir Charles Educare, Gardiner 2018-2019. Hospital, Perth in emergency, may require further appointments with our dietitian, diabetes educator and chronic disease nurse. medical, surgical, geriatrics, orthopaedics. She had a resident position 2003 Sir Charles Gardiner Behind the scenes, our client services staff will have arranged additional appointments, faxed referrals, received and processed results and Medicare billing for services provided. For efficient and quality care Hospital,Experience Perth includes in emergency, an intern positionalliative 2002 care, Sir resident Charles p Gardinerosition 2003 Hospital, Bendigo Perth Base in Hemergency,ospital, Victoria, provision, we as staff need to have a sophisticated understanding of our roles and the roles of others imntensiveedical, s careurgical,, paediatrics, geriatrics, GP orthopaedics. registrar special She skillshad a post resident 2004 p Bendigoosition 2003 Base SirHospital, Charles Victoria, Gardiner Hospital, Perth in emergency, palliative care, resident position 2003 Bendigo Base Hospital, Victoria, around us. In working together to achieve the best clinical outcomes, it is integral that we follow palliative care and geriatric medicine, GP registrar post, 2005-2010 Lyttleton St Medical Clinic, current clinical guidelines and adhere to current internal policies and procedures. iCastlemaine,ntensive care Victoria., paediatrics, GP registrar special skills post 2004 Bendigo Base Hospital, Victoria, palliative care and geriatric medicine, GP registrar post, 2005-2010 Lyttleton St Medical Clinic, As clinical director, I work very closely with our team of valued GPs. I promote collegiality and RuralCastlemaine, general Victoria.practice experience includes GP Fellow, 2010 to 2017, Lyttleton St Medical Clinic, collaboration between our staff, prioritising open communication in several forms. For example, Castlemaine, Victoria. Rural general practice part-time GP Locum position, Broome Doctor’s Clinic, informal regular communication with fellow staff, regular formal clinical management meetings and regular formal GP meetings. An essential aspect of my role is to advocate for our GPs, ensuring their JulyRural 2010, general Rural practice general experience practice, GPincludes Fellow, GP Central Fellow, Victorian 2010 to Cardiology2017, Lyttleton 2010 St to Medical present. Clinic, GP Castlemaine, Victoria. Rural general practice part-time GP Locum position, Broome Doctor’s Clinic, needs as practitioners are best met. In the short time that I have spent at Bendigo Primary Care Centre, Fellow, Golden City Medical Clinic October 2019 to June 2020. GP fellow GP2U telehealth April I have supported our GPs several ways. Firstly, by investigating and establishing a telehealth platform July 2010, Rural general practice, GP Fellow, Central Victorian Cardiology 2010 to present. GP 2020-Sept 2020 with a focus on COVID testing and care of Victoria families impacted by COVID. for our clinical staff to utilise for consultations and secondly enacting the e-Script service. Fellow, Golden City Medical Clinic October 2019 to June 2020. GP fellow GP2U telehealth April Regarding our GPs at Bendigo Primary Care Centre, it is exciting to assist and advise in future workforce Dr2020-Sept Emonson 2020 has with been a focus a clinical on COVID educator testing and and sessional care of lecturerVictoria families for 2nd impacted year Monash by COVID. University planning and recruitment. I am incredibly pleased to share that Bendigo Primary Care Centre will be students, 3rd and final year Melbourne University medical students since 2015. She has been a growing in the number of GPs in 2021. sessionalDr Emonson lecturer has beenin critical a clinical care nursing educator – Advanced and sessional ECG Interpretation lecturer for 2nd at La year Trobe Monash University University since students, 3rd and final year Melbourne University medical students since 2015. She has been a It is my role to nurture a working environment promoting a thirst for knowledge and professional 2018. development. The COVID-19 pandemic has re-enforced this need for crucial daily learning and updating sessional lecturer in critical care nursing – Advanced ECG Interpretation at La Trobe University since knowledge. The ongoing demands of working in the health care sector in our COVID-19 new normal Welcoming2018. Dr Emonson’s appointment on behalf of the Bendigo Primary Care Centre, General environment are high. In my role, I have given priority to sharing up-to-date information with our Manager, Dr Steve Cooper said “Dr Emonson is held in the highest regard across the GP and health clinical staff regarding COVID-19 disease and DHHS directives of infection control in our workplace. sectorWelcoming and will Dr Emonson’sbring a depth appointment of knowledge on behalfand capability of the Bendigo to the role Primary of clinical Care dCentreirector, General at a time Bendigo Primary Care Centre has had to move swiftly in creating and implementing up-to-date policy and procedure to ensure the highest standard of safety for our staff and patients. An example of such a whenManager, health Dr hasSteve never Cooper been said more “Dr important. Emonson is Dr held Emonson in the highest is a leader regard who across is deeply the GPskilled, and health sector and will bring a depth of knowledge and capability to the role of clinical director at a time policy is the daily attestation and temperature check of all staff, visitors and patients. This is to committed to improving the health of the Bendigo community and who understands the importance safeguard that staff are not working while unwell. whenof clinical health governance has never at been Bendigo more Primary important. Care DrCentre Emonson .” is a leader who is deeply skilled, committed to improving the health of the Bendigo community and who understands the importance An essential task of a clinical director is the acknowledgment and processing of clinical incidents. At Drof cStevelinical Cooper governance acknowledges at Bendigo the Primary invaluable Care leadership Centre .” of Dr Kirstin Richardson, who has acted in Bendigo Primary Care Centre we understand the importance of continuous self-evaluation, learning and the role in the prior year. Dr Cooper would like to thank Dr Richardson for her leadership, dedication improvement of our clinical practice. In the time I have spent at Bendigo Primary Care Centre we have established a clinical management team to ensure ongoing risk management and clinical excellence. andDr Steve commitment Cooper acknowledges as she continues the atinvaluable Bendigo Primaryleadership Care of CentreDr Kirstin as aRichardson, GP. who has acted in the role in the prior year. Dr Cooper would like to thank Dr Richardson for her leadership, dedication Progressing beyond the processing of isolated clinical incidents invites opportunity for further future and commitment as she continues at Bendigo Primary Care Centre as a GP. measures and accountability such as clinical audits. In closing, it is a privilege to be given the opportunity to work under the wise counsel of our general manager and alongside such an outstanding management team. Moving forward, I will commit to continue to uphold the highest standards of clinical governance striving for the utmost level of clinical excellence.

Dr Sheriden Emonson, bendigoprimarycarecentre.com.au Page 6 Clinical Director

bendigoprimarycarecentre.com.au Page 6 bendigoprimarycarecentre.com.au Page 7 6 Bendigo Primary Care Centre Limited Annual Report 2019-2020 Bendigo Primary Care Centre Limited Annual Report 2019-2020 7 9 Page a a

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iso which operates on a not-for-profit basis. In 2019-20 the company made a surplus. Full financial statements are clini full had into It It also medical nostril , , I discovered A few hours later, that was me. After getting through my morning list of telephone and face-to-face A few hours later, that was me. After getting through my morning list of telephone and face-to-face ater, ater, that was and Working from home in isolation was a new challenge. My childre n were homeschooling, and my wife was working from home. I chose an outdoor spot with the dog d reasoned she unlikely to be a vector for my possible disease as long I avoided touching he r. The staff at work were excellent helping me get set up in my new mobile workplace, and before I knew it, was getting through afternoon list as nothing had happened at lunch. People have been quick to take up telephone consultation, and m y patients were no different. I imagine in some ways it would be quite comforting to get a phon e call from your GP. For those patients, more tech-savvy I performed telehealth consultations via a secure custom made for GPs website service, which works better with some upgrades. Handwr iting radiology requests and pathology forms then emailing them worked for my afternoon pati ents, and scripts, I called in favours from GPs still at work. I felt very fortunate to have t heir support. I finished the day not knowing if this was just a false alarm o r source for possible outbreak in my own workplace. I retreated to room and was f ed via a tray at the door. Isolation is exactly as it sounds. I guess was just like everyone else dur ing this crazy year of 2020, which we all wish was just a bad dream, year that has unfortunately change d our lives forever- lonely but not alone. # the news

available in this report. We mainly draw your attention to Note 1 Summary of Significant Accounting Policies our our appointments meet meet another lockdown

appointments, I discovered that four people at a nursing home in Bendigo had t the just come back with a appointments, I discovered that four people at a nursing home in Bendigo had just come back with a I y onl y person y y the your

including Changes in Accounting Policies, Standards and Interpretations and Critical Accounting Estimates and 19 COVID- result. me ho me b as

positive COVID-19 result. I had only visited that facility the day before. I wasd a at work in my lunch positive COVID-19 result. I had only visited that facility the day before. I was at work in my lunch of the ve ve c c dividers

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break when the news broke. I immediately informed the staff and left to get my COVID-19 testa on break when the news broke. I immediately informed the staff and left to get my COVID-19 test on ew ew hours l f mask arrive my way home into isolation. my way home intowas isolation. We We majority of distancing has and A plasti unpleasant but bearable professional I appointments fronted positi because I was a break when my my way I insid A Day in the Life of our GP Dr Andrei Cheng bendigoprimarycarecentre.com.au

Practice I was the only person waiting in line at lunch. I was made priority one when it came to test results I was the only person waiting in line at lunch. I was made priority one when it came to test results Incentive Revenue Payments Rental because I was medical staff, and I had a runny nose. The experience of being swabbed was like the because I was medical staff, and I had a runny nose. The experience of being swabbed was like the 10% Income 8% Other Funding 2% inside of your nostril going through the intense cycle in a car wash halfway through a sneeze - inside of your nostril going through the intense cycle in a car wash halfway through a sneeze - Medical Training unpleasant but bearable for the greater good. The staff for the testing process were very unpleasant but bearable for the greater good. The staff for the testing process were very Support 3% professional and truly compassionate. It left me feeling how lucky we are in this country. professional and truly compassionate. It left me feeling how lucky we are in this country. Other 3%

Professional Fees # # 74% iso iso

Working from home in isolation was a new challenge. My children were homeschooling, and my wife Working from home in isolation was a new challenge. My children were homeschooling, and my wife Expenses was working from home. I chose an outdoor spot with the dog and reasoned she was unlikely to be a was working from home. I chose an outdoor spot with the dog and reasoned she was unlikely to be a vector for my possible disease as long as I avoided touching her. The staff at work were excellent at vector for my possible disease as long as I avoided touching her. The staff at work were excellent at

Professional 5% Administration helping me get set up in my new mobile workplace, and before I knew it, I was getting through my helping me get set up in my new mobile workplace, and before I knew it, I was getting through my 8% afternoon list as nothing had happened at lunch. afternoon list as nothing had happened at lunch. Medical Practice 4% Facility 7% Depreciation 3% People have been quick to take up telephone consultation, and my patients were no different. I People have been quick to take up telephone consultation, and my patients were no different. I imagine in some ways it would be quite comforting to get a phone call from your GP. For those imagine in some ways it would be quite comforting to get a phone call from your GP. For those patients, more tech-savvy I performed telehealth consultations via a secure custom made for GPs patients, more tech-savvy I performed telehealth consultations via a secure custom made for GPs website service, which works better with some upgrades. Handwriting radiology requests and website service, which works better with some upgrades. Handwriting radiology requests and pathology forms then emailing them worked for my afternoon patients, and for scripts, I called in pathology forms then emailing them worked for my afternoon patients, and for scripts, I called in favours from GPs still at work. I felt very fortunate to have their support. favours from GPs still at work. I felt very fortunate to have their support.

I finished the day not knowing if this was just a false alarm or if I was the source for a possible I finished the day not knowing if this was just a false alarm or if I was the source for a possible Employment Expenses 73% outbreak in my own workplace. I retreated to my room and was fed via a tray at the door. Isolation is outbreak in my own workplace. I retreated to my room and was fed via a tray at the door. Isolation is exactly as it sounds. I guess I was just like everyone else during this crazy year of 2020, which we all exactly as it sounds. I guess I was just like everyone else during this crazy year of 2020, which we all wish was just a bad dream, a year that has unfortunately changed our lives forever- lonely but not wish was just a bad dream, a year that has unfortunately changed our lives forever- lonely but not Michelle Downing, alone. alone. Manager, Business Services

bendigoprimarycarecentre.com.au Page 8 bendigoprimarycarecentre.com.au bendigoprimarycarecentre.com.au 8 Bendigo Primary Care Centre Limited Annual Report 2019-2020 Bendigo Primary Care Centre Limited Annual Report 2019-2020 Page9 9 Page 9 Our GPs and Allied Health Team Organisation Chart LIVING OUR VALUES: THE NEEDS OF THE PATIENT COME FIRST

BOARD OF DIRECTORS

Dr Steve Cooper General Manager

Michelle Downing Sheriden Emonson Dennis O’Connor Kristen Moss Becc Cheers Shannan Nally Manager, Clinical Education and Manager, Nursing & Manager, Coordinated Manager, Business Services Director Training Quality Improvement Care Services Medical Administration

Dr Andrei Cheng Dr Brian Cole Dr David Gidley Dr Anna Gilford GP GP GP GP Karen Roberts Yuan Gao Joycelene Merckel Lynette Primmer Kaela Lenten Business Services Registrar Practice Nurse Chronic Disease Nurse Support Kelly Norton Noeleen Turner Christine Campbell Aiesha Javed Kristy Moroni Glenyce Holt Practice Nurse Diabetes Educator Registrar Payroll and Administration Joanne Sanders Jarrad Badcock Caitlin Oxlade Practice Nurse Dietitian Kate Bouwmeester Sarah Muling Kirsten Butler Shelby Williams Practice Nurse Exercise Pysiologist Helen Jones Charlene Salau Justin Williams Practice Nurse Podiatrist Maddison Graham

Aleda Townrow Dr Sajjad Muhammad Dr Dennis O’Connor Dr Amandeep Randhawa Dr Namita Rewani Gabriela Munari Practice Nurse GP GP GP GP Annabel Bradshaw Lacey Honeyman Practice Nurse Kayla Ashcroft

Keeley Jones

Dr Kirstin Richardson Dr Gaurav Singh Dr Ashwini Supperamohan Lorraine Nicholson GP GP GP Psychologist

Jarrad Badcock Scott Robbins Suze Radford Christine Campbell Dietitian Physiotherapist Mental Health Social Worker Diabetes Educator

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OurOur centreOur centre centre has has been has been involvedbeen involved involved in educationin education in education and and training and training training for for over forover 15 over 15years years15 years • •Dr• DrDavid DavidDr David Gidley Gidley Gidley is ais success a is success a success story. story. story. He He joined Hejoined joined Bendigo Bendigo Bendigo hashashashas resultedhas hasresulted hasresulted hasresulted hasresulted resulted resulted resulted resulted in in anin in anin anin increased anin anincreasedin anincreasedin anincreased anincreased anincreased increased increased increased workload workload workload workload workload workload workload workload workload of of ofadministrative of administrativeof administrativeof administrativeof administrativeof administrativeof administrative administrative administrative tasks tasks tasks tasks tasks tasks ftasksor tasksf ortasksf orfreception orf receptionorf receptionorf receptionorf receptionorf receptionor reception reception reception to to to to to to to to to doctors.WeWeWeWe installedWe Weinstalled Weinstalled Weinstalled Weinstalled installed installed installed installed doctors.Hot Hot Hot Hot DocsHot Hot DocsHot DocsHot DocsHot Docs Docsself Docs selfDocs selfDocs self check-inself self check-in self check-in self check-in selfcheck-in check-in check-in check-in check-in k ioskk kiosk kiosk kiosk kiosk inkiosk kiniosk kiniosk iniosk in in in in in hasof phone resulted queries. hasofin phonean resulted Limitingincreased queries. in the an workload numberLimitingincreased of ofthe administrativeworkload patients number inof of the administrative patients tasks clinic f or duein receptionthe to tasks clinicCOVID-19 f ordueto reception to COVID-19We to installed WeHot installed Docs self Hot check-in Docs selfkiosk check-in in kiosk in andand offersand offers offers experience experience experience and and exposure and exposure exposure unrivalled unrivalled unrivalled in ourin our in region. our region. region. Bendigo Bendigo Bendigo PrimaryPrimaryPrimary Care Care CentreCare Centre Centre as asa registrar aas registrar a registrar from from Februaryfrom February February hasensureensureensureensure resultedensureensureensure ensurepatientsensure patients patients patients patients haspatientsin patients patients anpatients receiveresulted receive increasedreceive receive receive receive receive receive thereceive inthe the the anpaperworktheworkload thepaperwork the paperwork increasedthepaperwork thepaperwork paperwork paperwork paperwork paperwork of they theyadministrativeworkload they they they wouldthey they would they would theywould would would would ofhavewould wouldhave administrativehave have have taskshavenormal have normalhave normalhave normal normal fnormal ornormal normal tnormal akenreception t akent akent akenttasks akent akentwith akent withakent withaken withf withor tothemwith with them withreception them withthem them them them them them WeOctober October toOctober October installedOctoberOctoberOctoberOctoberOctober 2019 2019 2019 2019 WeHot2019 .2019 2019Patients .2019 .Patientsinstalled2019 .DocsPatients .Patients .Patients .Patients .Patients .Patients selfPatients embraced embraced Hotembraced check-inembraced embraced embraced embracedDocs embraced embraced the self kthe ioskthe the servicethe check-intheservice theservice intheservice theservice service service service service k iosk in ensure patientsensure receive patients the paperwork receive the they paperwork would have they normalwould havetaken normal with them taken withOctober them 2019October. Patients 2019 embraced. Patients the embraced service the service PrimaryPrimaryPrimary Care Care CentreCare Centre Centre continues continues continues to toprovide provideto provide education education education and and training and training training to tomedical medicalto medical 20172017 and2017 and has and has since has since sincegraduated graduated graduated as asa Fellow aas Fellow a Fellow of ofRACGP RACGPof RACGP ensurefromfromfromfromfrom fromanfrom anfrom patientsan from appointment.an anappointment. anappointment. anappointment. anensureappointment. anappointment. appointment. appointment. receiveappointment. patients the paperwork receive the they paperwork would have they normalwould havetaken normal with them taken withandOctober andthemandand anditand itand diditand itdidand it2019did itdid alleviateitdid itdidalleviate itdidalleviateOctober didalleviate .didalleviate Patientsalleviate alleviate alleviate alleviate some some 2019some some someembraced some longsome some . long somePatientslong long long queueslong longqueues longqueues longqueues queuesthe queues queuesembraced queues atqueuesservice at atbusy at busyat busyat busyat busyat busyat busy thebusy busy service from an appointment.from an appointment. and it did alleviateand it didsome alleviate long queues some longat busy queues at busy andand nursingand nursing nursing students. students. students. 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By the alleviating the SheShe graduatedShe graduated graduated from from registrarfrom registrar registrar to toFRACGP FRACGPto FRACGP in Mayin May in May phones that phonesring constantly. that ring constantly. afterqueuesqueuesqueuesqueuesqueues queuesworkqueuesqueues forqueues for for andforpatients for afterpatientsfor patientsfor patients for schoolpatientsfor patients patients workpatients patients in in times.personin in and personin personin personin personin personschoolin person By person thisperson this alleviatingthis this alsothis times.this alsothis alsothis alsothis alsoalleviated also alsoalleviated alsoalleviated Byalsoalleviated thealleviated alleviated alleviatingalleviated alleviated alleviated the WeWeWeWe dealaverageWe Wedeal Wedeal Wedeal We deal withdeal dealwith dealwith deal with8,000 Wewith awith with avariety with aaverage withvarietya varietya callsvarietya varietya varietya varietya variety ofvarietyper of 8,000ofcalls of callsofmonth. callsof callsof calls of including callsof calls callsincluding callsincluding callsincluding including including perincluding including including month.making making making making making making making making appointments,making appointments, appointments, appointments, appointments, appointments, appointments, appointments, appointments, taking taking taking taking taking taking taking visittaking takingvisit visit visit visit visit visit visit visit queues for patientsqueues infor person patients this in also person alleviated this also alleviated 20202020 and2020 and remains and remains remains with with us with .us. us. We dealaverage with 8,000We a variety dealaverage calls with ofper 8,000calls a month. variety including calls ofper calls month.making including appointments, making appointments, taking visit taking visitqueuesthe thethe thewaitthe thewait thewait thewait forthewait timeswait wait times wait timespatients waittimes queuestimes times timesfor times fortimes for forphones for phonesinfor forphonesfor phonesfor personphonesfor phonespatients phones phones phonesas as asreception asthis receptionas receptionas receptionasin receptionas alsoreceptionas personreception reception reception alleviatedstaff staff staff thisstaff staff staff staff staff also staff alleviated Werequests,requests,requests,requests, dealrequests,requests,requests,requests,requests, with following following followingWe following afollowing following varietyfollowing dealfollowing following up upwith up results,ofup up results, up results,calls up results,a up results, upresults,variety results, results, includinghandlingresults, handling handling handling handling ofhandling handling handling callshandling queriesmaking queries queries includingqueries queries queries queries queries queriesonappointments, on on prescriptioon on prescriptiomaking on prescriptio on prescriptio on prescriptio onprescriptio prescriptio prescriptio prescriptio appointments,ns, takingns,ns, ns,processingns, processingns, processingns, processingns, processingns,visit processing processing processing processing taking visit the wait timesthe for wait phones times as for reception phones asstaff reception staff • •Registrars•RegistrarsRegistrars Dr DrKaushie KaushieDr Kaushie De De Silva DeSilva andSilva and Dr and DrSushmita SushmitaDr Sushmita requests, followingrequests, up followingresults, handling up results, queries handling on prescriptio queries onns, prescriptio processingns, processingthewerewere were werewaitwere werefreewere werefree werefree timesfree freeto free freeto thefreetoanswer freeto answerto foranswerto answertowait answerto answertophones answer answer callsanswertimes calls calls calls calls sooner. callsas callssooner. for callssooner. callsreceptionsooner. sooner. sooner.phones sooner. sooner. sooner. asstaff reception staff requests,billings,billings,billings,billings,billings,billings,billings,billings, billings,emails, emails,following emails, emails, emails,requests, emails, emails, emails, faxesemails, faxes faxes faxes upfaxes faxes and faxes following results,faxesand faxesand and andreferral and referraland referraland referraland referral handlingreferral referralup referral referralinquiries. results,inquiries. inquiries. inquiries. inquiries. inquiries. queriesinquiries. inquiries. inquiries. handling on prescriptio queries onns, prescriptio processingns, processingwere free to wereanswer free calls to answersooner. calls sooner. GhoshGhoshGhosh having having having progressed progressed progressed from from GPT1from GPT1 GPT1to toGPT2 GPT2to GPT2 billings, emails,billings, faxes emails, and referral faxes inquiries.and referral inquiries. wereWWhenWWhenWhen Whenfree WhenCOVID-19When WCOVID-19hen COVID-19hen COVID-19hento COVID-19 COVID-19 wereCOVID-19answer COVID-19 COVID-19 hit freehit hit at hit calls hit athit attheto hit at hit theat hit theatanswer sooner. theat endtheat theatend theend theend theendof end ofend callsofMarch,end ofend March,of March,of March,of March,ofsooner. March,of March, March, weMarch, we we wehad we hadwe hadwe hadwe hadwe had had had had billings, emails,billings, faxes emails, and referral faxes inquiries.and referral inquiries. When COVID-19When hit COVID-19 at the end hit of at March, the end we of had March, we had departeddeparteddeparted in Januaryin January in January 2020 2020 after2020 after theirafter their onetheir one year one year year Wtoto hentoturnto turnto turnto turnto COVID-19 turnto offturnto turnoff turnoff turntheoff off theWoff theoff theoff henk theoff iosksthe k hitthek iosks thek iosks theCOVID-19kiosks katiosks kiosks askiosks thekiosksas iosksaswe as weas weendas weaswere weas wereweashit werewe ofwerewe werewe at were requiredMarch,were wererequired the wererequired required required required endrequired required requiredwe to ofto hadto toMarch, to to to to to we had to turn off theto kturniosks off as the we kwereiosks required as we were to required to placement.placement.placement. toscreenscreen screenturnscreenscreenscreenscreen screenalloffscreen all all patients allthe allpatients allpatientsto allpatients all patients kallturnpatients ioskspatients patients patients using offusing usingas using usingthe using we theusing using the using the k were the iosksCOVID-19the theCOVID-19 theCOVID-19 theCOVID-19 the COVID-19 required COVID-19as COVID-19 COVID-19 COVID-19we were to required to screen all patientsscreen using all patients the COVID-19 using the COVID-19 OurOur location,Our location, location, in thein the in heart the heart heartof ofBendigo’s Bendigo’sof Bendigo’s health health health education education education and and re and searchresearch research • •Dr• DrErica EricaDr PennoErica Penno Penno was was a was part-time a part-time a part-time registrar registrar registrar since since since screenquestions.questions.questions.questions.questions.questions.questions. questions.allquestions. patients Temperature screen Temperature Temperature Temperature Temperature Temperature Temperature Temperatureusing Temperatureall patients the checking checking checking COVID-19checking checking checking checkingusing checking checking has has hasthe has beenhas has been has beenCOVID-19 has been hasbeen been been been been questions. Temperaturequestions. Temperature checking has checking been has been precinctprecinctprecinct alongside alongside alongside Monash Monash Monash Rural Rural RuralHealth Health Health Bendigo, Bendigo, Bendigo, La LaTrobe TrobeLa Trobe Univer Univer Universitysity Ruralsity Rural Rural AugustAugustAugust 2017 2017 and2017 and departed and departed departed in Januaryin January in January 2020 2020 following2020 following following questions.addedaddedaddedaddedaddedaddedadded recentlyadded addedrecently recently recently recentlyTemperature recently questions.recently recently recently...... Temperature checking has checking been has been added recentlyadded. recently. HealthHealthHealth School School School and and the and the Bendigo the Bendigo Bendigo Hospital, Hospital, Hospital, puts puts us puts usat attheus theat centre the centre centre of omedicalf medicalof medical ourour supportour support support for for her forher to her toattain attainto attain her her fellowship her fellowship fellowship and and has and has has addedWeWeWeWe askWe Weask We ask recentlyWe ask patientsWeask askpatients askpatients askpatients askpatients addedpatients patients patients. patients to to toring recentlyto ringto ringto ringto ringtofor ringto forring forring forconfirmationring .for confirmationfor confirmationfor confirmationfor confirmationfor confirmation confirmation confirmation confirmation that that that that that that that that that We ask patientsWe askto ring patients for confirmation to ring for confirmation that that trainingtrainingtraining and and excellence, and excellence, excellence, offering offering offering unique unique unique opportunities opportunities opportunities for for coll forcollaboration, collaboration,aboration, movedmovedmoved on on to ontoanother anotherto another Bendigo Bendigo Bendigo clinic clinic clinicas asa GP. aas GP. a GP. Wetesttesttesttest asktestresultstest resultstest resultstest resultspatientstest results results results resultshave resultsWe have have have have asktohavebe have be have ringbeenhave patientsbe enbe en be receiveden be forenbereceived enbereceived enreceived enreceivedconfirmation enreceived receivedto received received ringand and and and andschedulefor and scheduleand scheduleand scheduleconfirmationand schedulethat schedule schedule schedule schedule an an an an an an an an that an test results havetest resultsbeen received have be anden received schedule and an schedule an researchresearchresearch and and career and career career development. development. development. • •Dr• DrTasha TashaDr Tasha Patel Patel Patelwas was a was GPT3 a GPT3 a GPT3for for six forsix months sixmonths months and and left and left in left in in appointmenttestappointmentappointmentappointment appointmentresultsappointmentappointmentappointmentappointment havetest with with with resultswithbe with 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and supported and supported supported environment. environment. environment. • •Dr• DrYuan YuanDr GaoYuan Gao and Gao and Dr and DrAiesha AieshaDr Aiesha Javed Javed Javedhave have progressedhave progressed progressed Duringpatientspatientspatientspatientspatientspatientspatients patientsthispatients on on on timetheon During on the on the on the oncomputer, the weon thecomputer, thecomputer, thecomputer, thisthecomputer,may computer, computer, computer, computer,time also filing filing wefilingbe filing filing filing letters registeringmayfiling filingletters filingletters letters letters lettersalso letters letterson letters on on be on onnew on registering on on on new patients on thepatients computer, on the filing computer, letters onfiling letters on fromfrom GPT1from GPT1 GPT1to toGPT2 GPT2to GPT2after after startingafter starting starting in Februaryin February in February 2020 2020 2020 patientspatientpatientpatientpatientpatientpatientpatientpatient notes,patient on notes, notes, notes, thenotes, patientsnotes, notes, ornotes, notes,computer,or orcontacting or contactingor contactingor contactingor oncontactingor contactingor contacting contactingthe contacting filing computer,patients patients patients patients letterspatients patients patients patients patients to to onfilingtoask to askto askto askto themaskto lettersasktothem askthem askthem askthem them them them themon patient notes,patient or contacting notes, or patients contacting to ask patients them to ask them andand willand will remain will remain remain with with us with usuntil untilus Februaryuntil February February 2021. 2021. 2021. topatientto tomaketo maketo maketo maketo maketo notes,maketo appointmentsmake make appointmentsmake appointments appointments patientappointments appointments orappointments appointments appointments contacting notes, for for for forblood orfor patientsbloodfor bloodfor contactingbloodfor bloodfor blood bloodtests blood testsblood tests tests totests testsor 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ChallengesChallengesChallenges due due todue to COVID-19 toCOVID-19 COVID-19 WeCOVID-19WeWeWe putWe Weput Weput Weput Weaput put amessage put a putmessage a putmessageaChallengesCOVID-19 messagea messagea messagea messagea message message on on on ouron on our on ourChallenges on our onphones our on our phones our phones our phones ourphones phones phones phones phonesin in relationin in relationin relationin relationin relationin relationin relation relation relationto to towhat to whatto whatto whatto whatto whatto what what what aDuring DuringdoctorDuringDuringDuringDuringDuring DuringtheDuring theor the the afternoonsthenurse. theaafternoons theafternoons thedoctorafternoons theafternoons afternoons afternoons afternoons afternoons or we nurse.we we wecontinue we continuewe continuewe continuewe continuewe continue continue continue continue monitoring monitoring monitoring monitoring monitoring monitoring monitoring monitoring monitoring MedicalMedicalMedical Students Students Students We put a messageWe put on a ourmessage phones on inour relation phones to in what relation to what During the afternoonsDuring the we afternoons continue wemonitoring continue monitoring WhenWhenWhen the the COVID-19 the COVID-19 COVID-19 pandemic pandemic pandemic arrived arrived arrived in thein the in last the last quarter last quarter quarter of of of Wewewewe we wereputwe werewe werewe werewe werewea were doingweremessage weredoing weredoing Wedoing doing doing doingfor doing putfordoing for forCOVID-19on for COVID-19afor COVID-19for ourmessageCOVID-19for COVID-19for COVID-19 COVID-19 COVID-19phones COVID-19 patients patients onpatients patients patients inpatientsour patients patients relationpatients and phones and and and andthis and thisand thisandto thisand playedthisin this what playedthis playedrelationthis playedthis played played played played played to what Duringthethethe theadministrativethe theadministrative theadministrative theadministrative theadministrative administrative administrative administrativeafternoons administrativeDuring tasks the tasks tasks tasks we tasks afternoons tasks andtasks tasksand continue tasksand and andbegin and beginand beginand beginand begin begin beginourwe monitoringbegin ourbegin our our continueclosingour our closing our closing our closing ourclosing closing closing closing closing monitoring DuringDuringDuring the the 2020 the 2020 financial2020 financial financial year, year, weyear, we worked weworked worked with with the with the University the University University of of of we were doingwe for were COVID-19 doing for patients COVID-19 and patients this played and this played the administrativethe administrative tasks and begin tasks our and closing begin our closing 2019/20202019/20202019/2020 financial financial financial year, year, registrarsyear, registrars registrars were were impactedwere impacted impacted in relationin relation in relation webeforebeforebefore beforewerebeforebeforebefore beforethebefore the doingthe the phonethe thewephone thephone thephone theforphone werephone phone phonewent COVID-19phone went went wentdoing went went towent wentto wenttobe to forbeto beto patients answered.beto beto answered.COVID-19 beto answered. be answered. be answered. beanswered. answered. answered. answered.and We patients this We We We We Weplayed We We We and this played theprocedures.procedures.procedures. procedures.administrativeprocedures.procedures.procedures.procedures.procedures. theAt At At7pm At administrativeAt7pm At7pm At7pmtasks At7pm theAt7pm 7pm the 7pm the 7pmthe phonesandthe thephones thephones thephones thephonesbegin phones phones phonestasks phonesare are areour are put are andareput are put closingareput overareput putbeginover putover putover putover toover over to over ourto overto to to toclosing to to MelbourneMelbourneMelbourne and and Monash and Monash Monash Rural Rural HealthRural Health Health to toprovide provide to provide 184 184 teaching 184 teaching teaching before the phonebefore went the phoneto be answered. went to be We answered. We procedures. procedures.At 7pm the phones At 7pm are the put phones over areto put over to to topatient patientto patient access access access and and clinical and clinical clinical exposure, exposure, exposure, progression progression progression through through through beforehighlightedhighlightedhighlightedhighlightedhighlightedhighlightedhighlighted highlightedthehighlighted phone thatbefore that that that that wethat thatwewent thatwe thethatwewere we werewe werewe werewephone towerewe were not werebe werenot werenot not answered.testingnot went not testing not testing not testing nottesting testing testing to testing andtesting andbe and and Weand that answered.and thatand thatand thatand that theythat thatthey thatthey thatthey they they they they We they procedures.thethethe theothe theuto theo uttheo utoftheo ut oof ut oof uth oof ut ourso hofut procedures.Athofut ourshof oursh of ours7pmhof ourshmessage oursh oursmessageh oursmessage ours messagethe message message message message phones messageAt and and7pm and and andthe and theandare theand theand clinicthe theclinic put theclinic phones theclinic theclinic clinic isoverclinic clinicis closed.clinicis isclosed. is closed. are istoclosed. isclosed. isclosed. is closed. putclosed. closed. over to sessions;sessions;sessions; up upfrom fromup 102from 102 last 102 last year. last year. year.That That equates That equates equates to toclose close to toclose to400 400 to 400 highlighted thathighlighted we were that not we testing were and not that testing they and that they the out of hoursthe omessageut of hours and message the clinic and is closed. the clinic is closed. trainingtrainingtraining and and their and their personaltheir personal personal safety safety safety and and individual and individual individual wellbeing. wellbeing. wellbeing. The T he T he highlightedneededneededneededneededneededneededneededneeded neededto to topresent to thatpresenttohighlighted presentto presentto presentto presentto wepresent present presentto wereto tothe to theto thetothat theto COVID-19nottheto thetoCOVID-19 theCOVID-19 theweCOVID-19 thetestingCOVID-19 COVID-19 COVID-19 wereCOVID-19 COVID-19 testing andtesting nottesting testing testing testingthat testing testing stationtesting station stationthey station station station stationand station station that they the out of hoursthe omessageut of hours and message the clinic and is closed. the clinic is closed. teachingteachingteaching hours. hours. hours. The The University The University University of Melbourneof Melbourne of Melbourne withdrew withdrew withdrew our our planned our planned planned needed to presentneeded to to the present COVID-19 to the testing COVID-19 station testing station movemove moveto totelehealth telehealthto telehealth was was a was great a great a greatchallenge challenge challenge for for all for allclinical clinicalall clinical staff staff staff neededandandandand andnotand notand notand notand tocomenot not come not comepresent not come notneededcome come comeinto come intocome into into intothe tointo intotheto intothe theinto the clinic.thepresent theclinic. the clinic. COVID-19theclinic. theclinic. clinic. clinic.Between clinic. clinic.Between toBetween Between Between theBetween Between testingBetween Between COVID-198.15 8.15 8.15 8.15 8.15 stationam8.15 8.15 am 8.15 am 8.15 am andam testingamand amand amand amand and and and and station studentstudentstudent placement placement placement at theat the atheight the height height of theof the of COVID-19 the COVID-19 COVID-19 pandemic pandemic pandemic in Aprilin April in April and not comeand into not the come clinic. into Between the clinic. 8.15 Between am and 8.15 am and ShannanShannanShannanShannanShannanShannanShannanShannanShannan Nally, Nally, Nally, Nally, Nally, Nally, Nally,Manager Nally, Nally,Manager Manager Manager Manager Manager Manager Manager Manager includingincludingincluding our our registrars our registrars registrars who who joined who joined joined us usin Februaryinus February in February 2020. 2020. 2020. 9.30and9.309.309.30 9.30not am9.30 9.30am 9.30am 9.30 amcome isam am is ouramis amis ourand amisour is our into isbusiestour is our busiestis notour busiest our busiest ourthebusiest busiest comebusiest busiest periodbusiestclinic. period period period periodinto period period Betweenperiodand period andthe and and andwe and clinic.weand weand weandhope we 8.15hopewe hopewe hopewe Betweenhopewe hope youhopeam hopeyou hopeyou you andyou you you you you 8.15 am and andand Monashand Monash Monash University University University ceased ceased ceased the the rural the rural year rural year 2 year placements 2 placements 2 placements planne planne planned d d 9.30 am is our9.30 busiest am is period our busiest and we period hope and you we hope you Shannan Nally,Shannan Manager Nally, Manager AllAll at AllatBendigo Bendigoat Bendigo Primary Primary Primary Care Care CentreCare Centre Centre were were greatwere great greatsupports supports supports during during during 9.30understandunderstandunderstandunderstandunderstand amunderstandunderstandunderstandunderstand is our if9.30 if theifbusiest ifthe ifthe if theam phoneifthe ifthe phone ifthephone theisphone the phoneperiod phoneour phone phoneis phone is notbusiestis isnot isnot and isnot isanswerednot is not answeredis not answered wenot answered notperiodanswered answered answered hopeanswered answered quickly. and quickly.you quickly. quickly. quickly. wequickly. quickly. quickly. quickly. hope you Shannan Nally,Shannan Manager Nally, Manager forfor the forthe same the same time.same time. time. understand ifunderstand the phone ifis thenot phone answered is not quickly. answered quickly. thisthis challengingthis challenging challenging time. time. time.Our Our large Our large teamlarge team teamof ofexperienced experiencedof experienced certified certified certified WeWe haveWe have had have had extremely had extremely extremely positive positive positive feedback feedback feedback from from thefrom the Monash the Monash Monash Year Year 2 Year 2 2 understandOOurOurO urOabandonedurO urabandonedO urabandonedO urabandonedO urabandoned urabandoned abandoned abandoned ifabandonedunderstand the calls callsphone calls calls calls ratecalls calls rate calls rate calls rateif is rate hasratethe notratehas ratehas ratehas decreasedhasphone answeredhas decreased has decreased has decreased hasdecreased decreased decreased decreased isdecreased not significantly quickly. significantly significantlyanswered significantly significantly significantly significantly significantly significantly quickly. Our abandonedOur callsabandoned rate has calls decreased rate has significantly decreased significantly educators,educators,educators, mentors mentors mentors and and supervisors and supervisors supervisors were were willingwere willing willing to toassist assistto assistand and and studentsstudentsstudents that that spent that spent spenttime time with time with us with usduring duringus during 2019/2020. 2019/2020. 2019/2020. Oasasur asweas asweabandoned aswe asweinvested aswe investedaswe investedwe investedwe investedwe invested investedO invested urinvested in callsabandonedin anin in anin an in Avaya anratein aninAvaya aninAvaya anAvaya anAvaya anhasAvaya Avaya IPAvaya AvayacallsIP decreasedIPsystem IP systemIP systemIP systemIP rate systemIP systemIP system system asystem has acouple a significantlycouplea couple a decreasedcouplea couplea couplea couplea coupleof couple of of of of of of significantlyof of as we investedas wein an invested Avaya IPin systeman Avaya a couple IP system of a couple of adaptadaptadapt the the method the method method of ofmentoring mentoringof mentoring and and training and training training during during during the the the asyearsyears yearsweyearsyearsyears ago.yearsinvested yearsago. yearsago. ago. ago. ago.Our ago. as Ourago. Ourago. Our we inOurdaily Our dailyOur an dailyOur investeddailyOur daily Avayadailyaverage daily averagedaily averagedaily average average average average IPinaverage average abandoned systeman abandoned abandoned abandoned Avayaabandoned abandoned abandoned abandoned abandoneda couple IP calls system calls calls calls calls wereofcalls calls were calls were calls werea were werecouple were were were of NursingNursingNursing Students Students Students years ago. Ouryears daily ago. average Our daily abandoned average callsabandoned were calls were limitationslimitationslimitations of offace-to-face face-to-faceof face-to-face contact contact contact and and the and the increased the increased increased use use of use of of overyearsoveroveroverover 20over ago. over20 over20 overper20 20 per 20per 20Our per 20cent peryears 20 percent percent per cent daily percent andcent centago. and cent and centand averageandnow and nowand Ournowand nowand now arenow now aredaily noware nowabandoned are underare areunder areunder areaverageunder areunder under under fiveunder underfive five five perfive callsfive abandoned perfive perfive per five centper perwerecent percent percent percent. cent The.cent .centThe .centThe .Thecalls .The .The .The .The Thewere NursingNursingNursing students students students are are exposed are exposed exposed to toa range ato range a range of ofcommunity communityof community health health health over 20 per centover and20 per now cent are and under now five are per under cent five. The per cent. The videovideo videoconferencing conferencing conferencing and and telehealth. and telehealth. telehealth. This This has This has been has been invaluablebeen invaluable invaluable as as as phoneoverphonephonephonephone 20phonephone phonesystem phone persystem system system system centsystemover system system hassystem has andhas 20has ahas has auser-friendly perhas a nowhasuser-friendly a hasuser-friendlya user-friendlya centuser-friendlya user-friendlya areuser-friendlya user-friendly user-friendly and under screennow screen screen fivescreen screen arescreen screen screenperwhich screen whichunder which which centwhich which which showswhich whichshowsfive. shows Theshows shows shows pershows shows shows cent . The issuesissuesissues and and learn and learn learnfundamental fundamental fundamental skills skills inskills ain supportive a in supportive a supportive environment environment environment led led led phone systemphone has a system user-friendly has a user-friendly screen which screen shows which shows wewe expect weexpect expect the the future the future future of ofdelivering deliveringof delivering care care in care generalin general in general practice practice practice wil will lwil byl byexperienced experiencedby experienced educators. educators. educators. Bendigo Bendigo Bendigo Primary Primary Primary Care Care CentreCare Centre Centre phonethethethe thecallsthe thecalls thecalls thesystemcalls thecalls incalls calls in calls thein callsin phone thein thein thehasin queue. thein theinqueue. thequeue. thequeue. a thequeue.system queue.user-friendly queue. queue. queue. has a user-friendly screen which screen shows which shows the calls in thethe queue. calls in the queue. foreverforeverforever change. change. change. Training Training Training and and work, and work, work, including including including hours, hours, hours, patient patient patient accommodatedaccommodatedaccommodated 60 60days days60 ofdays ofplacements placementsof placements were were fromwere from Victoriafrom Victoria Victoria theWhenWhenWhen WhencallsWhenWhen WhenthingsWhen Whenthings inthings things things thethings thethings havethings things have queue.have callshave have havecalmed have calmedhave calmedhavein calmed calmed thecalmed calmed calmed downcalmed queue.down down down down down downa down adownbit a bita bita onebita bita one bita one bita one bit oneof bitone ofone ofoneus ofone usof usof willusof usofwill usofwill uswill uswill us will will will will When thingsWhen have calmedthings have down calmed a bit one down of usa bit will one of us will loadload andload and case and case mix, case mix, all mix, allwere wereall impactedwere impacted impacted during during during the the COVID-19 the COVID-19 COVID-19 University,University,University, La LaTrobe TrobeLa Trobe University University University and and Charles and Charles Charles Darwin Darwin Darwin University. University. University. startWhenstartstartstartstart starttostart thingstostart tostartwork to workto workto workto worktoWhen worktohave onwork workon workon theon on the calmedonthings the on the onadministrative the on theadministrative theadministrative theadministrative theadministrative haveadministrative downadministrative administrative administrative calmed a bit tasks, tasks, onetasks, downtasks, tasks, tasks, tasks,such oftasks, suchtasks, such usasuch such bit assuch willsuch assuch assuch oneas as as as as ofas us will start to workstart on the to workadministrative on the administrative tasks, such as tasks, such as response.response.response. Examinations Examinations Examinations were were rescheduledwere rescheduled rescheduled and and training and training training was was was ThatThat equatesThat equates equates to toover overto 500 over 500 placement 500 placement placement hours hours hours for for nursing fornursing nursing students. students. students. startsendingsendingsendingsendingsending sendingtosendingsending sendingworkoff off off offreferrals, startoff referrals,onoff referrals,off referrals,off referrals, off thereferrals, toreferrals, referrals, referrals, workadministrative pathology pathology pathology pathology pathologyon pathology pathology pathology thepathology and administrativeand and andtasks, andimaging and imagingand imagingand imagingand imaging imagingsuch imaging imaging imaging requests, requests, asrequests, tasks,requests, requests, requests, requests, requests, requests, such as sending off referrals,sending off pathology referrals, and pathology imaging andrequests, imaging requests, disrupted,disrupted,disrupted, but but at but atBendigo Bendigoat Bendigo Primary Primary Primary Care Care CentreCare Centre Centre it was it was it important was important important sendingandandandand andmanagingand managingand managingand managing andoffmanaging managing managing managing referrals,managingsending the the the the incomingthe theincoming theoff incoming pathologytheincoming theincoming incoming referrals,incoming incoming incoming faxes faxes faxes faxesand faxes faxes pathologyandfaxes faxes and faxesimagingand and andemails. and emails.and emails.and emails.and emails. emails. andemails.requests, emails. emails. imaging requests, and managingand the managing incoming the faxes incoming and emails. faxes and emails. to tohave haveto processeshave processes processes in placein place in placeto tomitigate mitigateto mitigate the the impact the impact impact this this had this had on had on on andOnOnOn Onaverage Onmanaging averageOn averageOn averageOn averageOn average average average average weand we wethe weprocess we managingprocesswe process we incomingprocesswe processwe process process process processaround around around aroundthe around faxesaround around around incoming300around 300 300and 300 300patients 300 patients300 patientsemails.300 patients300 patients faxespatients patients patients patients per per andper per dayper perday peremails.day perday perday day day day day On average weOn processaverage around we process 300 patientsaround 300 per patientsday per day progressionprogressionprogression through through through training training training whilst whilst whilst maintaining maintaining maintaining the the integrity the integrity integrity of of of Onandandand andaverage andupand upand up andtoupand up to up to7,000 up to up 7,000towe upOn7,000to 7,000to 7,000to 7,000to process average7,000appointments 7,000 appointments7,000 appointments appointments appointments appointments appointments appointments aroundappointmentswe process per 300 per per per month.per patients peraround month. per month. per month. permonth. month. month. month. month. 300 per patientsday per day and up to 7,000and appointmentsup to 7,000 appointments per month. per month. trainingtrainingtraining standards. standards. standards. Consideration Consideration Consideration was was given was given givento tothe theto level the level oflevel of of andInIn InrelationIn relationInup relationIn relationIn relationIn torelationIn relation relation 7,000 relationto toand toscripts, to scripts,to scripts,toappointments upscripts,to scripts,to scripts,to scripts,to scripts, thescripts, 7,000the the the GPthe theGP theGP theGP willappointments theGP willGP perwillGP will GP notewillGP will note willmonth. note will note willnote noteon note onnote on notetheon on the on perthe on the onhard the on thehard themonth.hard thehard thehard hard hard hard hard & & & & & & & & & & & & In relation toIn scripts, relation the to GP scripts, will note the GPon thewill hardnote on the hard & & work,work,work, stress, stress, stress, difficult difficult difficult clinical clinical clinical treatment treatment treatment decisions decisions decisions and and patien and patien patients ts ts Incopycopy copyrelationcopycopy copywhichcopy whichcopy whichcopy which which which to which pharmacywhichIn whichpharmacyscripts, pharmacy relationpharmacy pharmacy pharmacy pharmacy pharmacy pharmacy the the to the the GP thescripts, patientthe thepatient thewillpatient thepatient thepatient patient patientnote patient theusespatient uses uses usesGP onuses anduses uses and usesthewill and usesand andwe and wehardnoteand weand weandwill we willwe willwe willonwe willwe will will the will will hard & & copy which pharmacycopy which the pharmacy patient uses the patientand we useswill and we will thatthat impactedthat impacted impacted the the wellbeing the wellbeing wellbeing of ofall allfrontlineof frontlineall frontline healthcare healthcare healthcare workers, workers, workers, copyeithereithereithereithereither eitherwhich eitherfaxeither eitherfax fax faxor fax orfaxpharmacy copyorfaxemail orfax oremailfax oremail oremail oremail whichoremail emailto email toemail tothe tothe theto thetopharmacy theto relevant theto patient thetorelevant therelevant therelevant therelevant relevant relevant relevant relevant uses pharmacy,the pharmacy, pharmacy, pharmacy, pharmacy,patient andpharmacy, pharmacy, pharmacy, pharmacy, we uses will and we will either fax or eitheremail tofax the or emailrelevant to thepharmacy, relevant pharmacy, includingincludingincluding our our GP our GP registrars. GPregistrars. registrars. eitherdependingdependingdependingdependingdependingdepending dependingfaxdependingdepending or upon eitheruponemail upon upon upon upon theupon upon the tofaxuponthe the pharmacy’s the the thepharmacy’s or thepharmacy’s thepharmacy’s the pharmacy’semail relevantpharmacy’s pharmacy’s pharmacy’s pharmacy’s to preference. thepharmacy,preference. preference. preference. preference. relevantpreference. preference. preference. preference. pharmacy, depending upondepending the pharmacy’s upon the preference.pharmacy’s preference. Support,Support,Support, leadership leadership leadership and and clear, and clear, clear,consistent consistent consistent and and timely and timely timely dependingWeWeWeWe areWe Weare Weare We are lookingWeare arelooking arelooking arelookingupon arelooking dependinglooking looking looking lookingforward theforward forward forward forward forwardpharmacy’s forward forward forwardupon to to toe to -eto Scriptetothe- etoScript- etoScript- etoScript - preference.eScript- pharmacy’seScript- eScript-whereScript- whereScript where where where where where thewhere where the the preference. the patientthe thepatient thepatient thepatient thepatient patient patient patient patient We are lookingWe forward are looking to e forward-Script where to e-Script the patient where the patient communicationcommunicationcommunication from from Bendigofrom Bendigo Bendigo Primary Primary Primary Care Care CentreCare Centre Centre educators educators educators Wewillwillwillwill arereceivewill willreceive willreceive will receive lookingwillreceive receive receive receive areceiveWe atoken a tokena forward tokena aretokena tokena tokena token aon lookingtoken tokenon on theiron onto their on their on their one their on forward-theirmobile Scripttheir mobiletheir mobiletheir mobile mobile mobile mobile where mobile phone mobileto phone phone phonee phone -phoneScript phonethe .phone phone.. .patient. .where... the patient will receive awill token receive on their a token mobile on theirphone mobile. phone. andand supervisorsand supervisors supervisors was was necessary was necessary necessary to tomaintain maintainto maintain a motivated a motivated a motivated and and and will receive awill token receive on their a token mobile on theirphone mobile. phone. safesafe workforcesafe workforce workforce during during during this this period this period period. . . bendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.au PagePagePagePagePage Page13Page 13Page 13Page 13 13 13 13 13 13 bendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.au Page 13 Page 13 bendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.au PagePage 12Page 12 12 bendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.au Page 13 Page 13 Bendigo Primary Care Centre Limited Annual Report 2019-2020 frontlinefrontlinefrontlinefrontlinefrontlinefrontlinefrontlinefrontlinefrontline healthcare healthcare healthcare healthcare healthcare healthcare healthcare healthcare healthcare workers, workers, workers, workers, workers, workers, workers, workers, workers, including including including including including including including including includingBendigo our our our our GPour our GP our GP our GP our GP PrimaryGP GP GP GP Care Centre Limited Annual Report 2019-2020 frontline healthcarefrontline workers, healthcare including workers, our including GP our GP frontline12frontlinefrontline healthcare healthcare healthcare workers, workers, workers, including including including our our GP our GP GP frontlineregistrars.registrars.registrars.registrars.registrars.registrars.registrars.registrars.registrars. healthcare frontline workers, healthcare including workers, our including GP our GP 13 registrars. registrars. registrars.registrars.registrars. registrars. registrars. Support,Support,Support,Support,Support,Support,Support,Support,Support, leadership leadership leadership leadership leadership leadership leadership leadership leadership and and and and andclear, and clear,and clear,and clear,and clear, clear, consistentclear, clear, consistent clear,consistent consistent consistent consistent consistent consistent consistent and and and and and and and and and Support, leadershipSupport, and leadership clear, consistent and clear, and consistent and Support,Support,Support, leadership leadership leadership and and clear, and clear, clear,consistent consistent consistent and and and Support,timelytimelytimelytimelytimelytimelytimely communicationtimely timelycommunication leadershipcommunication communication communication communication Support,communication communication communication and leadership from clear,from from from from fromBPCC from consistentfromBPCC fromBPCC BPCC andBPCC BPCC BPCC educatorsBPCC BPCCclear,educators educators educators educators educatorsand educators educatorsconsistent educators and timely communicationtimely communication from BPCC educatorsfrom BPCC educators timelytimelytimely communication communication communication from from BPCCfrom BPCC BPCC educators educators educators timelyandandandand andsupervisorsand supervisorsand supervisorscommunicationand supervisorsand supervisors supervisors supervisors supervisors supervisorstimely was was was communicationwas necessarywas was necessarywas necessarywas from necessarywas necessary necessary necessary necessary necessaryBPCC to to tomaintain to maintainto educatorsmaintaintofrom maintainto maintainto maintainto maintain maintain maintainBPCC a a a a a aeducators a a a and supervisorsand was supervisors necessary was to necessarymaintain ato maintain a andand supervisorsand supervisors supervisors was was necessary was necessary necessary to tomaintain maintainto maintain a a a andmotivatedmotivatedmotivatedmotivated motivatedsupervisorsmotivatedmotivatedmotivatedmotivated and andand and and andsafe and was safeandsupervisors safeand safeand safeworkforce safe necessaryworkforcesafe workforcesafe workforcesafe workforce workforce workforce workforce workforce was duringto during during necessarymaintainduring during during during duringthis during this this this this thisa tothis this thismaintain a motivated andmotivated safe workforce and safe during workforce this during this motivatedmotivatedmotivated and and safe and safe workforce safe workforce workforce during during during this this this motivatedperiod.period.period.period.period.period.period.period. period. and motivated safe workforce and safe during workforce this during this period. period. period.period.period. period. period. Nursing Report NursingNursingNursingNursingNursing Report Report Report Report Report Nursing Report Nursing Report

RetRetReturnReturnurn tourn to toCOVID-19 Ret COVID-19to COVID-19 COVID-19urn to COVID-19 Vaccinations OurOurOur TeamOur Team Team TeamOur Team WhatWhatWhatWhat a ayear ayear year a ityearWhat ithas ithas has itbeen! ahasbeen! yearbeen! been! it has been! In amidst the lockdowns, an increasing number of COVID-19 cases, social WhoWhoWho isWho isin is in our inis our ourin Whoteam ourteam team is teamof inof dedicatedof ourdedicated ofdedicated teamdedicated nurses:of nurses: nurses:dedicated nurses: nurses: I wasI wasI was Iasked was asked asked asked to toI returnwasto return toreturn asked return from from from to frommaternity returnmaternity maternity maternity from leave leave leavematernity leaveearly early early earlydue due leave due to dueto ato early aworld to aworld world a due worldwidewide wideto pandemic!wide a pandemic! worldpandemic! pandemic!wide I wasI pandemic!wasI was I was I was distancing, hand sanitising and everyone’s growing anxieties we needed returningreturningreturningreturning to to atoreturning afull-time to afull-time full-time a full-time positionto position aposition full-time position of of Managerof Manager positionofManager Manager of of Nursingof ManagerNursing ofNursing Nursing and and ofand Quality Nursing andQuality Quality Quality Improvement andImprovement Improvement ImprovementQuality Improvement amidst amidst amidst amidst • • amidst•KristenKristen•KristenKristen Moss: Moss: •Moss: Moss: KristenManager Manager Manager Manager Moss: of of Nursingof ManagerNursing ofNursing Nursing and and ofand Nursingand and to organise flu clinics. We had no choice as flu season was on its way. thethethe global theglobal global global pandemic, pandemic, pandemic,the pandemic, global and and pandemic,and taking andtaking taking taking on on andonquality quality on quality taking quality improvement improvement improvementon improvement quality improvement was was was a was ane ane wne aw role new role wasrolew for role for a forme. ne me.for me.w me.role for me. QualityQualityQualityQuality Improvement Improvement Improvement ImprovementQuality Improvement How were we going to do this in this type of environment as we couldn’t TheTheThe onset Theonset onset onset of of theofThe the ofthe global onset theglobal global global pandemicof pandemic pandemicthe pandemic global changed changed changedpandemic changed the the the way changed theway way the way the the practice thethepractice practice waypractice did thedid did things. practicethings.did things. things. This This didThis was This wasthings. was a was anew anew Thisnew a new • was• •Kirsten Kirstena• KirstennewKirsten Butler: Butler: •Butler: Butler:Kirsten Registered Registered Registered Registered Butler: Nurse Nurse Registered Nurse Nurse Nurse have patients in the clinic as we have done in past years? We did waywayway ofway of practisingof practising ofpractising practisingway never of never neverpractising never seen seen seen beforeseen beforenever before before in seenin ourin our ourin beforelifetime. ourlifetime. lifetime. lifetime. in Patientsour Patients Patients lifetime. Patients were were were Patientswerehaving having having having their were their their their having their • ••JoycelyneJoycelyne•JoycelyneJoycelyne Merckel:• Merckel: Merckel:Joycelyne Merckel: Registered Registered Registered Merckel: Registered Nurse Nurse Registered Nurse Nurse Nurse opportunistic vaccinations when patients attended face-to-face consultationsconsultationsconsultationsconsultations consultationsover over over theover the the telephone thetelephone telephone over telephone the and and telephoneand only andonly only attending only attending attending and attending only the the the attendingclinic theclinic clinic clinicif ifthe ifthe the the ifGP theGP clinic GPneeded neededGP needed if needed the to toGP to toneeded • to• •JoanneJoanne•JoanneJoanne Sanders: Sanders: •Sanders: Sanders:Joanne Registered Registered Registered Sanders: Registered Nurse Nurse Registered Nurse Nurse Nurse appointments, but the majority of the flu vaccinations were undertaken physicallyphysicallyphysicallyphysically see see seephysically and seeand and assess andassess assess seeassess them. them. andthem. them. assess them. • ••NoeleenNoeleen•NoeleenNoeleen Turner: •Turner: Turner:Noeleen Turner: Registered Registered Registered RegisteredTurner: Nurse Nurse Registered Nurse Nurse Nurse in our car park and run as a drive-through clinic. This was a team effort StaffStaffStaff wereStaff were were wereand and Staffand still andstill still wereare stillare are only andonlyare only permitted onlystill permitted permitted arepermitted only to to betopermitted be tobein in be ain aroom ainroom room ato room withbe with within a witha apatient room apatient patient a patient with for for for15 a 15 forpatient 15minutes minutes 15 minutes minutes for 15 minutes• ••Charlene Charlene•CharleneCharlene Salau:• Salau: Salau:Charlene Salau: Registered Registered Registered Registered Salau: Nurse Nurse Registered Nurse Nurse Nurse from the client services staff, nurses and GPs. This saw clinical staff (Maternity(Maternity(Maternity(Maternity Leave) Leave)(Maternity Leave) Leave) Leave) maximummaximummaximummaximum to to minimisetomaximum minimise tominimise minimise the tothe the riskminimise therisk risk of riskof exposureof exposure ofexposurethe exposure risk to ofto bothto exposureboth toboth theboth the the patient thepatientto patient both patient an anthe dan dto andpatientto thetod the tothe staff thestaff anstaff member.dstaff member.to member. the member. staff member. provide approximately 3,400 flu vaccinations to our patients aged from • ••AledaAleda•AledaAleda Townrow: Townrow: Townrow:• Townrow:Aleda Registered Registered Townrow:Registered Registered Nurse Nurse Registered Nurse Nurse Nurse That,That,That, That,combined combined combined combinedThat, with with withcombined thewith the the increasing theincreasing increasing with increasing the difficulty difficulty increasingdifficulty difficulty sourcing sourcing sourcing difficulty sourcing enough enough enough sourcing enough of of theof the ofenoughthe appropriate theappropriate appropriate appropriate of the personal appropriatepersonal personal personal personal six months to 100 years. Nursing staff were able to undertake (Maternity(Maternity(Maternity(Maternity Leave) Leave)(Maternity Leave) Leave) Leave) protectiveprotectiveprotectiveprotective equipment equipment protectiveequipment equipment (PPE) (PPE)equipment (PPE) (PPE)needed needed needed needed (PPE)to to ensureto ensure toneededensure ensure staff staff staffto safety,staff ensuresafety, safety, safety, added staffadded added added safety,more more more morepressure added pressure pressure pressure more to to to pressure to • to••Lacey Lacey•LaceyLacey Honeyman: Honeyman: Honeyman:• Honeyman:Lacey Registered Honeyman:Registered Registered Registered Nurse Nurse Registered Nurse Nurse Nurse opportunistic flu vaccination in children when they presented for their The Future minimiseminimiseminimiseminimise staff staff staffminimise exposure.staff exposure. exposure. exposure. staff With With Withexposure. Withincreasing increasing increasing increasing With numbers numbers increasingnumbers numbers of of COVID-19of numbersCOVID-19 ofCOVID-19 COVID-19 c of asesc ases cCOVID-19ases cinases in thein the thein community, cthecommunity,ases community, community, in the community, (Maternity(Maternity(Maternity (Maternity Leave) Leave)(Maternity Leave) Leave) Leave) routine childhood vaccination, and provide education to the caregivers to What will the next 12 months look like in this changing world? I don’t think we will return to ‘normal’; I think we allall clinicalall clinical allclinical clinical staff staff staffall werestaff clinicalwere were wererequired required staffrequired required were to to wearto wearrequired towear weara aface aface face toa mask face wearmask mask maskat aat allatface all attimall tim mask alltime ewhentim ewhen whenate when allhaving having tim having havinge face-to-facewhen face-to-face face-to-face face-to-face having face-to-face TogetherTogetherTogetherTogether we we we formTogether formwe form formthe the the nursing we thenursing nursing form nursing team teamthe team teamnursingand and and and team and enable a better-informed choice. Interestingly we weren’t seeing as will have a ‘new normal’. Patients will still need care, so contactcontactcontactcontact with with with patients.withcontact patients. patients. patients. with patients. provideprovideprovideprovide nursing nursing nursing nursingprovide services services services servicesnursing to to ourto our servicestoour patients ourpatients patients patients to our patients many patients presenting with actual colds and flu due to the isolation AllAll Allstaff staffAll staff werestaff were were wereAllrequired required staffrequired required were to to haveto haverequired tohave theirhave their their temperaturestheirto temperatures havetemperatures temperatures their temperatures taken taken taken taken at at theat the atthe start taken thestart start ofstart ofat eachof eachthe ofeach dayeachstart day day and dayofand and eachsent andsent sent daysent and and and and GPs andGPs sent GPs 5 GPs5days 5days days and5 adays aweek, GPs aweek, week, a 5week, 9amdays 9am 9am to9ama to week, 5pm.to 5pm. to5pm. 5pm. 9amEach Each Each to Each 5pm. Each and increased awareness of the importance of hand hygiene, wearing of we need to look at how we can improve and provide a homehomehomehome if ifthey ifthey they if hadhomethey had had a hadatemperature. if atemperature. theytemperature. a temperature. had a temperature. This This This was This was was new was new new Thisground new ground ground was ground for newfor foreveryo everyo forground everyo everyone,ne, ne, forand andne, andeveryo it and itseemed itseemed seemeditne, seemed and like like likeit seemedlike member membermember memberlike of of ourof ourmember ofour team ourteam team teambrings ofbrings brings our brings a teamadifferent adifferent different a bringsdifferent set set aset different set set masks, cough etiquette and respiratory hygiene. better service to our patients whilst protecting our staff. thethethe goalposts thegoalposts goalposts goalposts thechanged changed changedgoalposts changed each each each changed day.each day. day. day. each day. ofof skills,of skills, ofskills, skills,prior prior prior ofpriorexperience experience skills, experience experience prior and andexperience and knowledge. andknowledge. knowledge. knowledge. and knowledge. Flu vaccine availability, like every other year, was an issue. There was an Education and CPD will underpin this and drive where nursing services are headed. Staff will complete their ear WithWithWith Withthe the the first thefirst first Withlockdown, first lockdown, lockdown, thelockdown, first nursing nursing lockdown,nursing nursing services services services servicesnursing continued continued continued servicescontinued to to becontinuedto be tobevery very be very busy.very busy. busy.to busy.be There There very There There was busy. was was little was little Therelittle little was We littleWeWe have Wehave have nurseshave nurses nursesWe nurses with havewith with previouswith nursesprevious previous previous withexperience experience experience previous experience experience increase in demand for the flu vaccine due to COVID-19 however, supply health and irrigation course, which will see all nursing impactimpactimpactimpact on on oneveryday everyday on everydayimpact everyday care on care care everyday thatcare that that we that we we provided,care provided,we provided, thatprovided, weother other otherprovided, other than than than ceasingthan ceasing other ceasing ceasing althan all non-urgentall non-urgentl alceasingnon-urgentl non-urgent al procedures.l procedures.non-urgent procedures. procedures. procedures. in in paediatrics, in paediatrics, paediatrics,in paediatrics, in intensive paediatrics,intensive intensive intensive care, care, care, intensive care,emergency, emergency, emergency, emergency, care, emergency, was problematic. Once that barrier was overcome, there were no issues generalgeneralgeneralgeneral practice practice practice practicegeneral and and and renal practice andrenal renal renalnursing. nursing. nursing. and nursing. renal The The The nursing. The The staff trained. A AdecisionA decision decisionA decision was was Awas madedecision was made made made early early wasearly earlyto tomade ceaseto cease tocease ceaseearly all all non-urgentall non-urgentto allnon-urgent cease non-urgent all procedures proceduresnon-urgent procedures procedures to toprocedures minimiseto minimise tominimise minimise risk torisk risk minimiseto riskto ourto our toour staff ourstaff riskstaff staff to our staff with supply, and we were able to vaccinate patients that were eligible for We are looking to support and upskill another nurse to andandand also andalso also the also the the lackand thelack lack of alsolack of PPE.of PPE. theofPPE. OurPPE. Ourlack Our supplier Oursupplierof supplier PPE. supplier sold Our sold sold out suppliersold out out very outvery very earlysoldvery early early out earlyof of h ofvery andh ofandhand hearlysanitiser, andsanitiser, sanitiser, ofsanitiser, h andface face face sanitiser, masks, face masks, masks, masks, face team masks,teamteam teamworks works works works together teamtogether together together works and and and usestogether anduses uses eachuses each each and other’seach other’s other’suses other’s each other’s a government-funded flu vaccine. We also saw an increase in the number knowledgeknowledgeknowledgeknowledge and andknowledge and skills andskills skills toskills to provideto andprovide toprovide provideskills overall overall tooverall overallprovide overall complete the cervical screening course, which will fill a gowns,gowns,gowns,gowns, gloves, gloves, gloves, gloves,gowns, eye eye eye protection eye protectiongloves, protection protection eye and and protectionand infrared andinfrared infrared infrared thermometers. and thermometers. thermometers. infraredthermometers. thermometers. We We We al Wealso also hadso al had sohad to We hadto lookto lookal tolookso outside look outsidehad outside outside to look outside of people requesting the government-funded Pneumovax 23. From betterbetterbetterbetter care care care to care tobetter ourto our toour patients. our patients.care patients. patients. to our patients. huge gap in services we provide to patients. regularregularregularregular companies companies companies companiesregular who who companies who wewho we we would wouldwe would whowould typically typically typicallywe typically would access access access typically access consumables consumables consumables consumables access consumablesfro fro m.from. fro m. Even Evenm. Even toEven tofro thisto thism. tothis day, thisEvenday, day, day, to this day, 01/04/2020 to 22/09/2020 we gave 129 Pneumovax 23 compared to 82 PPEPPEPPE can PPEcan can still canstill still be PPEstillbe bein in be shortcanin short shortin still shortsupply. supply. be supply. insupply. shortUnfortunately Unfortunately Unfortunately supply.Unfortunately Unfortunately nurses nurses nurses nurses cannot cannot cannot cannot nurses do do dotheir their do theircannot worktheir work work doworkby by theirtelehealth.by telehealth. bytelehealth. worktelehealth. by telehealth. the same time frame last year. Kristen Moss EachEachEach dayEach day day the daythe the teamEach theteam team teamdaycontinued continued continued the continued team to to seecontinuedto see tosee patients seepatients patients patients to face-to-face. see face-to-face. face-to-face. patientsface-to-face. face-to-face. We continued to run three dedicated child vaccination clinics per week Manager of Nursing and Quality Improvement WithWithWith Withthe the the second thesecond secondWith second lockdown lockdownthe lockdown lockdownsecond face face facelockdown masks face masks masks masks became becameface became became masks mandatory mandatory mandatory becamemandatory and andmandatory and clinic andclinic clinic alclinical staffal staffand staffal werestaff clinicwere were werenowal now staffnow now were now that are staffed by an immunisation nurse and a GP registrar. These requiredrequiredrequiredrequired to to wearto wearrequired towear weara aface aface face toa shield face wearshield shield shield with a with face with anywith any shield any face-to-face anyface-to-face face-to-face with face-to-face any contact face-to-facecontact contact contact with with with patients.withcontact patients. patients. patients. with Perspex Perspex Perspex patients. Perspex Perspex dedicated clinics came about through risk minimisation strategies. Staff Accreditation screensscreensscreensscreens were were were werescreenserected erected erected erected wereat at reception,at reception, erectedatreception, reception, andat and reception,and patients andpatients patients patients were and were were patients wereasked asked asked asked to towere wto wait towait askedait outsidew outsideait outside outside to the w the aitthe building thebuildingoutside building building the building have found that running dedicated vaccination clinics allow us to provide In amidst the changing environment at andandand not andnot not to notto remainto remain andtoremain remain not in in the into the the in remainclinic. theclinic. clinic. clinic. This in This theThis time This time clinic. time wetime we we sawThis sawwe saw a timesaw amarked amarked marked awe marked saw reduction reduction reduction a markedreduction in in patients inreduction patients patientsin patients booking booking inbooking patientsbooking booking a service to our patients safely. We have the time to discuss any Bendigo Primary Care Centre, we are also inin forin for forinnursing nursingfor nursing nursing inservices. services. for services. services.nursing Access Access Access services. Access to to PPEto PPE toPPE Access was PPEwas was slightly was slightly to slightly PPE slightly better. wasbetter. better. better. slightly Thi Thi This wass Thi swasbetter. wass probably was probably probably Thi probablys wasdue due due probablyto dueto usto us tous us due to us questions or concerns about vaccinations that the carer might have. It is preparing for accreditation. The achievement of accreditation demonstrates beingbeingbeingbeing more more more moreprepared preparedbeing prepared prepared more and and and preparedstocking andstocking stocking stocking upand up upin instocking up betweenin between betweenin between up lockdowns lockdownsin lockdowns between lockdowns and and lockdownsand wh andwh whileile whtheile the ile theand stock thestock stock wh stockwasile was was the was stock was TeachingTeachingTeachingTeachingTeaching also a great teaching opportunity for our new GP registrars to learn about BendigoBendigoBendigoBendigo Primary Primary Primary BendigoPrimary Care Care Care CentrePrimaryCare Centre Centre Centre prides Careprides prides prides Centre prides that Bendigo Primary Care Centre is available.available.available.available.available. the changing requirements of vaccinations. Our dedicated vaccination itselfitselfitself itselfon on onthe the on the involvement itselftheinvolvement involvement involvement on the in involvement in thein the thein the in the committed to quality assurance, continuous teachingsteachingsteachingsteachings of of undergraduateofteachings undergraduate ofundergraduate undergraduate of undergraduate medical medical medical medical medical clinics provide 1,500 appointments per year. Practice wide we have improvement and the provision of safe and andandand nursing andnursing nursing nursing students. andstudents. students. students.nursing For For Forstudents. the Forthe the last thelast last six lastsixFor six six the last six completed approximately 2,500 individual vaccinations. That’s a total of quality healthcare to our patients. The Royal years,years,years,years, we we we have havewe haveyears, hostedhave hosted hosted we hosted nursing have nursing nursing nursing hosted nursing almost 6,000 preventative vaccines administered. Australian College of General Practitioners studentsstudentsstudentsstudents from from fromstudents fromall all overall over allover Australia.fromover Australia. Australia. Australia.all over This This ThisAustralia. This This Standards for General Practice, 5th edition yearyearyear hasyear has has been hasbeen beenyear beenno no nodifferent. has different. no different. beendifferent. noThis This Thisdifferent. past This past past past This past were developed with the purpose of yearyearyear weyear we we have havewe have yearhostedhave hosted hosted we hosted seven have seven seven seven hostedstudents students students students seven students protecting patients from harm by improving fromfromfrom fromVictoria Victoria Victoria Victoria fromUniversity, University, University, VictoriaUniversity, Latrobe Latrobe University, Latrobe Latrobe Latrobe the quality and safety of health care. The ProfessionalProfessionalProfessionalProfessionalProfessional Development Development Development Development Development UniversityUniversityUniversityUniversity and and Universityand Gold andGold Gold CoastGold Coast Coast and Coast TAFE. TAFE. Gold TAFE. TAFE. This Coast This This This TAFE. This Standards promote and maintain safe, equatedequatedequatedequated to to overto overequated toover 480over 480 480 hours 480hoursto hours over hours that that that480 have that have hourshave have that have StaffStaffStaff areStaff are are encouraged encouragedare encouragedStaff encouraged are and encouragedand and supported andsupported supported supported and to to undertakesupportedto undertake toundertake undertake professionalto professional undertakeprofessional professional development, professional development, development, development, development, with with with with with effective and appropriate care and services beenbeenbeen beenspent spent spent spent teaching teachingbeen teaching teaching spent and and and mentoringteaching andmentoring mentoring mentoring and mentoring opportunitiesopportunitiesopportunitiesopportunities opportunitiesto to attendto attend toattend attend conferences, conferences, conferences, to conferences, attend workshops,conferences, workshops, workshops, workshops, online onlineworkshops, online online training training training training online both both both locallytrainingboth locally locally locally and bothand and out andout locally out of outof of andof out of based on best available evidence that are undergraduateundergraduateundergraduateundergraduateundergraduate nursing nursing nursing nursing students. students. students. students.nursing students. town.town.town.town. Attending Attending Attending Attendingtown. these these theseAttending these events events events events hasthese has has brought hasbrought eventsbrought brought back hasback back broughtseveralback several several several great back great great great ideasseveral ideas ideas ideasfor forgreat forthe thefor the organisationideas theorganisation organisation organisation for the organisation delivered in a manner that is also safe for StudentsStudentsStudentsStudents are are are alwaysStudents alwaysare always always amazed amazed areamazed amazed always and and and amazed and and our staff. Processes are in place to look at inin regardsin regards regardsin regards to to modelstoin models toregardsmodels models of of care,ofto care, ofcare,models care,new new new ideas, newof ideas, ideas,care, ideas, quality quality new quality quality ideas,improvement improvement improvement improvement quality improvement activities activities activities activities and and and activitiescurrent andcurrent current current best andbest best bestcurrent best pleasedpleasedpleasedpleased with with with theirpleasedwith their their placementtheir placement placementwith placement their placement how well we perform our practicepracticepracticepractice standards. standards. standards. practicestandards. standards. experienceexperienceexperienceexperience with withexperience with us.with us. us. Very us.Very Very with littleVery little little us. islittle is is Very is little is day-to-day work, identify what we do well OverOverOver theOver the the course thecourse courseOver course of of thethisof this ofthis coursepast thispast past year, past year,of year, this year,education education educationpast education year, delivery delivery deliveryeducation delivery has has has changed deliveryhaschanged changed changed dramatically, has dramatically, dramatically, changed dramatically, fromdramatically, from from from from taughttaughttaughttaught at at universityat university atuniversitytaught university about at about aboutuniversity about general general general general about general Pre Global Pandemic trends and what we can improve upon and then face-to-faceface-to-faceface-to-faceface-to-face to face-to-faceto onlineto online toonline online sessions. sessions. sessions. to sessions. online We We We sessions.have Wehave have hadhave had had twoWe hadtwo two havemore two more more had morenurses nurses nursestwo nurses upskill more upskill upskill upskill nursesand and and complete andcomplete upskill complete complete and complete practicepracticepracticepractice nursing, nursing, nursing, practicenursing, so so forso for nursing, so forthem, them,for them, them, it so itis it isfora is ita athem,is a it is a take appropriate action. Our focus is on Pre global pandemic, nursing services include cervical screening, wound care, ear furtherfurtherfurtherfurther studies studies studies studiesfurther into into into ear into studiesear ear health earhealth health intohealth and and earand irrigation andirrigation health irrigation irrigation and and and and irrigation all andall nursingall nursing allnursing nursing and staff staff allstaff havestaffnursing have have completedhave completed completedstaff completed have a a completed a a a delightfuldelightfuldelightfuldelightful surprise surprise surprisedelightful surprise seeing, seeing, seeing, surpriseseeing, learning learning learning learning seeing, learning continually improving the care and services irrigation, iron infusions, ECG’s, assisting GPs with procedures, injections, woundwoundwoundwound management management management managementwound managementupdate. update. update. update. Nurses Nurses Nurses update. Nurses are are are required requiredare Nurses required required toare to undertaketo undertakerequired toundertake undertake toat at leastundertakeat least atleast 20least 20 20hours hours 20 athours leasthours of of of 20 of hours of andandand experiencing andexperiencing experiencing experiencingand whatexperiencing what what whatwe we we do dowe do what do we do provided by both clinical and non-clinical clinicalclinicalclinicalclinical professional professional professional professionalclinical development professional development development development developmenteach each each yeareach year year toyear to retain toeach retain toretain retainyear their their their to nursingtheir nursingretain nursing nursing registration.their registration. registration. registration.nursing registration. eacheacheach day.each day. day. day.each day. immunisations and recalling patients for results and periodic health requirements. staff.

bendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.au PagePagePage 14Page 14 14 14 Pagebendigoprimarycarecentre.com.au 14 Page 15 14 Bendigo Primary Care Centre Limited Annual Report 2019-2020 Bendigo Primary Care Centre Limited Annual Report 2019-2020 15 ChronicChronic Disease Disease Management Management Report Report Chronic Disease Management Report Chronic Disease Management Report Chronic Disease Management Report

OurOur Team Team Collaboration between GP, • Our• Our Manager Manager Jane Jane Green Green has hasrecently recently departed departed and and our ournew new Manager Manager Rebecca RebeccaCOVID-19COVID-19 Impact Impact the Practice Nurse and Allied Health CheersCheers will willcommence commence in October in October 2020. 2020. Rebecca Rebecca is a isnurse a nurse with with over over ten ten BothBoth 75 + 75 health + health care care assessments assessments and and type type 2 2 The GP develops a GP Management Plan yearsyears in emergency in emergency nursing nursing and and a further a further eight eight years years in practice in practice nursing. nursing. diabetesdiabetes groups groups have have been been suspended suspended during during (GPMP) for eligible patients with a chronic RebeccaRebecca has hasa particular a particular interest interest in primary in primary care, care, aged aged care care and and chronic chronic COVID-19COVID-19 restrictions restrictions disease. GPs are assisted by practice nurses diseasedisease as well as well as experience as experience in telehealth. in telehealth. InitiallyInitially Medicare Medicare did didnot notintroduce introduce an Allied an Allied to streamline the Medicare requirements, • Jarrad• Jarrad Badcock Badcock commenced commenced in March in March 2020 2020 and and is an is Accredited an Accredited Practicing Practicing HealthHealth COVID-19 COVID-19 Medicare Medicare billing billing item item but but GP time management and patient Grants - Primary Health Network (PHN) DietitianDietitian (APD). (APD). We Wesaid said goodbye goodbye to Perri to Perri Yiu whoYiu who left leftto take to take up a up position a position in in shortlyshortly after after that that the thegovernment government announced announced experience. The plan’s objective is to enable her herhome home town, town, Melbourne. Melbourne. Jarrad Jarrad is passionate is passionate about about supporting supporting his clientshis clients to toCOVID-19 COVID-19 telehealth telehealth Medicare Medicare equivalent equivalent items items the patient to have a team to support them The grant from PHN was for 12 months, and required 120 GP Management Plans developdevelop eating eating patterns patterns that that not notonly only promote promote health health and and wellbeing wellbeing but butare arealso also which which allowed allowed our ourteam team to deliver to deliver a mix a mixof of with their complex health needs. The plan (GPMP) for people living with diabetes. These plans were developed with a combined effort by both the GPs and practice nurses. The result was as practicalpractical and and easy easy to put to putinto into practice. practice. eithereither face-to-face face-to-face consults, consults, or telehealth or telehealth will enable access to allied health services. follows: • Sue• SueRadford Radford is a isMental a Mental Health Health Social Social Worker Worker and and Family Family Therapi Therapist whost who joined joined consult,consult, enabling enabling continuity continuity of care. of care. Our 'in house' allied health professionals are us inus July in July 2020 2020 to complement to complement the theincreasing increasing demand demand for mentalfor mental health health care. care. In theIn thefirst first few few weeks weeks of COVID-19 of COVID-19 patients patients primarily accessed by the patients that have • Jane 77 • Lorraine• Lorraine Nicholson Nicholson is our is ourPsychologist. Psychologist. Lorraine's Lorraine's clinical clinical interests interests include include werewere reluctant reluctant to seek to seek treatment. treatment. Due Due to the to the chronic disease care plans which enable the • Christine 77 workingworking with with children, children, teens, teens, adults, adults, diagnostic diagnostic assessments assessments and and addictions, addictions, as asintroduction introduction of telehealth of telehealth and and the thelevel level of of patient to access five Medicare subsidised • Lynette 10 • wellwell as complex as complex adults. adults. She Sheuses uses a broad a broad range range of cognitive of cognitive behavioural behavioural therapy therapy reassurance reassurance to patients to patients of their of their safety, safety, their their visits per calendar year. To a lesser degree, GPs 32 andand insight insight orientated orientated techniques techniques in the in thepsychotherapy psychotherapy and and counseling counseling process. process.levellevel of care of care has haslargely largely been been maintained. maintained. some patients that are not eligible for these A total 196 GPMP's were completed over 12 month period – all of which • Justin• Justin Williams Williams our ourpodiatrist podiatrist took took over over from from Bendigo Bendigo Podiatry Podiatry in May in May 2020. 2020. He HeProfessional Professional Education Education plans will access allied health by paying generated at least five referrals to our in-house allied health team. is a ismember a member of the of theAustralian Australian Podiatry Podiatry Association Association and and the theAustralasian Australasian OurOur allied allied health health group group deliver deliver professional professional privately. The allied health team relies PHN has extended the grant for a term until December 2020. The requirement is to develop a further 52 GPMP's for people living with diabetes. AcademyAcademy of Podiatric of Podiatric Sports Sports Medicine. Medicine. He isHe enthusiastic is enthusiastic about about all areas all areas of of developmentdevelopment at the at theThursday Thursday forum forum to to heavily upon the GPs to be able to generate colleagues.colleagues. However, However, this thiswas was suspended suspended podiatry,podiatry, but buthas hasa particular a particular interest interest in sport in sport and and exercise exercise injuries, injuries, chronic chronic foot foot these plans and hence referral pathways via Case Study success story painpain and and neurovascular neurovascular issues. issues. He isHe currently is currently training training in various in various tissue tissue duringduring COVID-19. COVID-19. Our Our team team members, members, Christine Christine the chronic disease plans. A 79 year-old gentleman diagnosed with type 2 diabetes in 2003 and other co- mobilisationmobilisation techniques techniques to assist to assist with with clients' clients' rehabilitation rehabilitation and and help help them them andand Lynette Lynette partner partner with with student student nurses nurses and and Research and Trials morbidities presented with a HBA1c = 13.1 per cent (normal range less than seven per improveimprove daily daily living. living. medicalmedical students students to deliver to deliver learning learning experiences experiences Abbott Freestyle Libre sensor cent) on oral diabetes medication only. The GP strongly believed that he is not taking • Sarah• Sarah Muling Muling - Accredited - Accredited Exercise Exercise Physiologist Physiologist commenced commenced mater maternitynity leave leave at atfor students.for students. (Flash glucose monitoring) his medication regularly and not monitoring his blood glucose levels. the theend end of June of June 2020. 2020. Up until March 2020, Christine was working He was referred to our CDE who ascertained that he had gaps in his knowledge about • Lynette• Lynette Primmer, Primmer, joined joined the theteam team in 2016. in 2016. She Sheprovides provides support support to GPs to GPs with with with the Abbott freestyle Libre sensor sales self-managing his diabetes and potentially had some cognitive deficit which may be healthhealth care care assessments, assessments, chronic chronic disease disease management management and and advanced advanced care care representative to offer our diabetes population contributing to his poor compliance with his medication. The CDE recommended to planning.planning. an opportunity to sample a sensor, which GP and patient as follows: • Christine• Christine Campbell, Campbell, our ourCredentialed Credentialed Diabetes Diabetes Educator Educator (CDE), (CDE), remains remains intensively monitors their blood glucose levels. practicingpracticing two two days days per perweek. week. Christine's Christine's focus focus is on is person-centredon person-centred care. care. Christine assisted a particular cohort of our •That he attends the type 2 diabetes group sessions at Bendigo Primary Care Centre SupportingSupporting patients patients to determine to determine their their own own priorities priorities and and needs needs in order in order to to patients in setting up subcutaneous sensors, (facilitated by the CDE, exercise physiologist and the dietitian) to reinforce diabetes achieveachieve the thebest best outcomes outcomes and and reduce reduce the thepotential potential complications complications of diabetes. of diabetes. that, when worn for 2 weeks, have capabilities education within a non-threatening, supportive group scenario, which he does. •Trial the libre Freestyle sensor for two weeks to obtain comprehensive blood glucose Her Herone-on-one one-on-one consultations consultations for peoplefor people living living with with type type 1, type 1, type 2 diabetes 2 diabetes and and to monitor and download comprehensive data of their glucose levels during regular intervals data. gestationalgestational diabetes diabetes aim aim to help to help people people master master strategies strategies and and self-management self-management over 24 hours. •CDE follows up with phone calls and face to face consultations using the Medicare skillsskills to address to address their their condition condition and and improve improve their their quality quality of life. of life. This is beneficial for both patient, Christine as item number 10997 once he has exhausted his Medicare subsidised allied health the CDE, as well as, the treating GP to make consultations. very informed clinical decisions about their Once all of the above strategies were implemented a review of his HBA1c revealed diabetes management. only slight improvement down to 12 per cent from 13.1 per cent so in collaboration ResearchResearch and and Trials Trials From March 2020, the drug company ceased with the patient, his GP and CDE, it was decided that he should commence on NationalNational Association Association of Diabetes of Diabetes Centre Centre (NADC) (NADC) in partnership in partnership with with Monash Monash Health Health and and Monash Monash University University the trials due to the sensor being proven to be injectable diabetes medication in addition to his oral medication. In MayIn May and and June June 2019 2019 our ourteam team was was involved involved in a instudy a study involving involving national national primary, primary, secondary secondary and and tertiary tertiary valuable enough for certain people living with With continued support from his GP and our CDE (involving multiple points of institutionsinstitutions focusing focusing on theon thecollection collection of de-identified of de-identified patient patient diabetes diabetes data data with with the theaim aim to benchmark to benchmark our our diabetes to access the sensor under the NDSS contact), his HBA1c is trending down now and sits at 10.5 per cent. diabetesdiabetes patients' patients' data data against against the thenational national diabetes diabetes cohort. cohort. The The data data collection collection was was driven driven by our by ourCDE CDE, Christine, Christine subsidy scheme. Christine continues to support He is still being monitored and coached on an ongoing basis aiming to get his HBA1c Campbell.Campbell. In January In January 2020 2020 the thefinal final comprehensive comprehensive benchmark benchmark report report was was released. released. Since Since the theadvent advent of COVID, of COVID, our patients with the 'set up' i.e.. subcutaneous insertion of the sensor and BPCCBPCC is now is now part part of an of ongoing an ongoing periodic periodic online online survey survey conducted conducted by NADC by NADC gathering gathering data data about about the theimpact impact of of closer to recommended 7.0 per cent. linking the sensor's data to mobile devices and COVID-19COVID-19 on peopleon people living living with with diabetes. diabetes. This gentleman is typical of the degree of intensity and contact that is required by the email addresses so that multiple medical team UseUse of Australian of Australian Diabetes Diabetes Educators Educators Association Association (ADEA) (ADEA) - summary - summary of self-care of self-care behaviours behaviours (SSCB). (SSCB). Evaluation Evaluation team (GP, practice nurse and the allied health professional). This will ensure the members can access the data and support the patient is supported and becomes skilled to be able to self-manage his diabetes and tool:tool: In the In thetype type 2 diabetes 2 diabetes groups groups that that were were held held before before COVID-19 COVID-19 restrictions restrictions (groups (groups were were suspended suspended in March in March patient. The comprehensive data collected diabetes complications and prevent emergency presentations. as aas result a result of restrictions), of restrictions), participants participants were were invited invited to complete to complete a pre a preand and post-session post-session SSCB SSCB and and were were collated. collated. enables informed clinical decision making for the patient's diabetes management.

bendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.au PagePage 16 16 bendigoprimarycarecentre.com.au 16 Bendigo Primary Care Centre Limited Annual Report 2019-2020 Bendigo Primary Care Centre Limited Annual Report 2019-2020 17Page 17 Keeping Our Largest Keeping Our Largest CelebratingCelebrating a aCulture Culture of of Asset Paid CelebratingCelebrating a aCulture Culture of of AssetKeeping Paid Our Largest OccupationalOccupational Health Health & & Safety Safety (OH&S) (OH&S) OccupationalCelebratingOccupational Healtha Health Culture & & Safety ofSafety Occupational (OH&S) (OH&S) Health & Safety (OH&S) AssetKeeping Paid Our Largest Asset Paid

COVID-19COVID-19 Risk Risk OurOur team team Change Management COVID-19COVID-19 Risk Risk Our team COVID-19 Impact BendigoBendigo Primary Primary Care Care Centre Centre recognised recognised its itsteam team had had a higher a higher risk risk of beingof being OurOur team team Change'Set and forget’ Management payroll is no longer fit for purpose at Bendigo Primary BendigoexposedBendigoexposed Primaryto PrimaryCOVID-19.to COVID-19. Care Care Centre We Centre We knew recognisedknew recognised our our team team its was itsteam was teammore hadmore had likely a higherlikely a higherto cometo risk come risk of into beingof into being OurOur OH&S OH&S team team consists consists of Drof DrSteven Steven Cooper Cooper Care Centre. Over the last few years, the function needed more The unprecedented disruption of COVID-19 is further exposed to COVID-19. We knew our team was more likely to come into OurOur OH&S OH&S team team consists consists of Drof DrSteven Steven Cooper Cooper Change'Set and forget’ Management payroll is no longer fit for purpose at Bendigo Primary COVID-19 Impact closeexposedcloseexposed contact contactto COVID-19.to with COVID-19. with patients patients We We knewwithin knewwithin our the our teamthe clinic team clinic was and was and more other more other likely facilities likely facilities to cometo such come such into as into aas ged a ged (General(General Manager), Manager), Kirsten Kirsten Butler Butler (Nursing), (Nursing), support and better controls to ensure it could handle the level of risk compounding these existing complexities. Payroll now close contact with patients within the clinic and other facilities such as aged (General(General Manager), Manager), Kirsten Kirsten Butler Butler (Nursing), (Nursing), Care Centre. Over the last few years, the function needed more COVID-19The unprecedented Impact disruption of COVID-19 is further care.closecare.close contact contact with with patients patients within within the the clinic clinic and and other other facilities facilities such such as aasged aged MaddisonMaddison Graham Graham and and Karen Karen Roberts Roberts it'Set carries and forget’ daily and payroll to provide is no longer Bendigo fit forPrimary purpose Care at Centre Bendigo with Primary more needs to accommodate at short notice new care. MaddisonMaddison Graham Graham and and Karen Karen Roberts Roberts support and better controls to ensure it could handle the level of risk Thecompounding unprecedented these disruptionexisting complexities. of COVID-19 Payroll is further now Bendigocare.Bendigocare. Primary Primary Care Care Centre, Centre, as anas anemployer, employer, has has a duty a duty to provideto provide and and (Administration).(Administration). The The committee committee members members take take Caresignificant Centre strategic. Over the insights. last few years, the function needed more arrangements such as reduced hours and temporary Bendigo Primary Care Centre, as an employer, has a duty to provide and (Administration).(Administration). The The committee committee members members take take it carries daily and to provide Bendigo Primary Care Centre with more compoundingneeds to accommodate these existing at short complexities. notice new Payroll now maintain,Bendigomaintain,Bendigo Primary so Primary sofar far as Care isas Care reasonably isCentre, reasonably Centre, as practicable,anas practicable,anemployer, employer, a workinghas a workinghas a duty a dutyenvironment toenvironment provideto provide andthat andthat is is theirtheir role role seriously seriously and and are are trained trained in OH&Sin OH&S supportFor many and companies, better controls payroll to has ensure long beenit could considered handle the an level essenti of riskal flexibility. maintain, so far as is reasonably practicable, a working environment that is theirtheir role role seriously seriously and and are are trained trained in OH&Sin OH&S significant strategic insights. needsarrangements to accommodate such as reduced at short hours notice and new temporary safemaintain,safemaintain, and and without so without sofar far as risks isas risks reasonably is to reasonably theto the health health practicable, practicable, of employees.of employees. a working a working This This environment includes environment includes preventing preventing that that is is principles.principles. itbut carries somewhat daily and unglamorous to provide part Bendigo of the Primary business. Care A ‘setCentre and with forge moret’ The case at Bendigo Primary Care Centre over the recent safe and without risks to the health of employees. This includes preventing principles.principles. For many companies, payroll has long been considered an essential arrangementsflexibility. such as reduced hours and temporary dangerssafedangerssafe and and towithout health,towithout health, risks including risks including to theto thepsychological health psychological health of employees.of employees. health, health, and This and Thissafety includes safety includes associated associated preventing preventing Bi-monthlyBi-monthly meetings meetings are are held, held, and and members members rotate rotate mentalitysignificant has strategic resulted insights. in a lack of support and a lack of focus on year for improving payroll systems and processes goes dangers to health, including psychological health, and safety associated Bi-monthlyBi-monthly meetings meetings are are held, held, and and members members rotate rotate but somewhat unglamorous part of the business. A ‘set and forget’ flexibility.The case at Bendigo Primary Care Centre over the recent withdangerswithdangers potential potential to health,to health, exposure exposure including including to COVID-19to psychological COVID-19 psychological as aas result health,a resulthealth, of and providingof and providing safety safety healthcare.associated healthcare.associated conductingconducting a site a site inspection inspection before before each each session. session. governanceFor many companies, and compliance. payroll has long been considered an essential further than addressing regulatory, business and with potential exposure to COVID-19 as a result of providing healthcare. conductingconducting a site a site inspection inspection before before each each session. session. mentality has resulted in a lack of support and a lack of focus on yearThe case for improving at Bendigo payroll Primary systems Care Centre and processes over the goesrecent Furthermore,withFurthermore,with potential potential our exposure our exposure team team has to has COVID-19to a dutyCOVID-19 a duty to taketoas takeaas resultreasonable a resultreasonable of providingof providingcare care of healthcare. theirof healthcare.their own own and and AnyAny issues issues that that arise arise from from the the assessment assessment are are Thebut somewhatpast decade unglamorous has seen significant part of the shifts business. in the way A ‘set people and forge work,t’ reputation risk. It also presents an opportunity for the Furthermore, our team has a duty to take reasonable care of their own and AnyAny issues issues that that arise arise from from the the assessment assessment are are governance and compliance. yearfurther for than improving addressing payroll regulatory, systems and business processes and goes Furthermore,othersothersFurthermore, health health andour andour teamsafety teamsafety has in has theina duty thea workplace duty workplace to taketo take andreasonable andreasonable cooperate cooperate care care with of with theirof Bendigo their Bendigo own own and and investigatedinvestigated and and actioned actioned appropriately appropriately. . withmentality equally has substantial resulted in impacts a lack of for support payroll. and For a lackexample, of focus at Bendigo on function to play a leading role in strategy. others health and safety in the workplace and cooperate with Bendigo investigatedinvestigated and and actioned actioned appropriately appropriately. . The past decade has seen significant shifts in the way people work, furtherreputation than risk. addressing It also presents regulatory, an opportunitybusiness and for the PrimaryothersPrimaryothers health Care health Care Centreand Centreand safety aboutsafety about in anythein anythe workplaceaction workplaceaction we we takeand takeand cooperateto cooperatecomplyto comply with with theBendigo theBendigo OtherOther roles roles of theof the OH&S OH&S team team are are to regularlyto regularly Primarygovernance Care and Centre compliance., we have primarily a permanent part-time and Payroll is not only one of the largest expenses on the Primary Care Centre about any action we take to comply with the OtherOther roles roles of theof the OH&S OH&S team team are are to regularlyto regularly with equally substantial impacts for payroll. For example, at Bendigo reputationfunction to risk.play aIt leadingalso presents role in an strategy. opportunity for the PrimaryOccupationalPrimaryOccupational Care Care CentreHealth CentreHealth aboutand aboutand Safety any Safety any action (OH&S) action (OH&S) we Act we take Act ortake toRoregulations. complytoRegulations. comply with with the the reviewreview any any incidents incidents that that may may occur occur which which casualThe past workforce. decade has seen significant shifts in the way people work, books of Bendigo Primary Care Centre, but it’s also the Occupational Health and Safety (OH&S) Act or Regulations. reviewreview any any incidents incidents that that may may occur occur which which Primary Care Centre, we have primarily a permanent part-time and functionPayroll is to not play only a leadingone of the role largest in strategy. expenses on the BendigoOccupationalBendigoOccupational Primary Primary Health Health Care Care and Centre and CentreSafety Safety took (OH&S)took all(OH&S) allappropriate Actappropriate Act or Roregulations. Rprecautionsegulations. precautions for for our our team team presentspresents a welcome a welcome opportunity opportunity to investigateto investigate Thiswith hasequally strained substantial payroll impactssystems for with payroll. the need For to example, accurately at Bendigorecord front line for what is often a company’s biggest asset – Bendigo Primary Care Centre took all appropriate precautions for our team presentspresents a welcome a welcome opportunity opportunity to investigateto investigate casual workforce. Payrollbooks of is Bendigonot only Primaryone of the Care largest Centre expenses, but it’s onalso the the andBendigoandBendigo patients patients Primary Primary from from Care the Care the Centreoutset Centreoutset oftook theoftook allthe pandemic, allappropriate pandemic, appropriate including includingprecautions precautions providing providing for for our personal our personalteam team currentcurrent procedures procedures in placein place to assessto assess if issues if issues can can hoursPrimary of Carework, Centre breaks, we shifts have and primarily the accrual a permanent of leave. part-time and our workforce. As such, it controls critical data that can and patients from the outset of the pandemic, including providing personal currentcurrent procedures procedures in placein place to assessto assess if issues if issues can can This has strained payroll systems with the need to accurately record booksfront line of Bendigo for what Primary is often Care a company’s Centre, but biggest it’s also asset the – protectiveandprotectiveand patients patients equipment fromequipment from the the (PPE)outset (PPE)outset for of for alltheof allthethe pandemic, the team,pandemic, team, which including which including was was challenging providing challenging providing personal at personal timesat times be behandled handled better better and and adopt adopt changes changes as required.as required. Incasual the past,workforce. our outsourced model struggled to keep up with be harnessed for making strategic workforce decisions. protective equipment (PPE) for all the team, which was challenging at times be behandled handled better better and and adopt adopt changes changes as required.as required. hours of work, breaks shifts and the accrual of leave. frontour workforce. line for what As such,is often it controls a company’s critical biggest data that asset can – dueprotectivedueprotective to theto the equipmenthigh equipmenthigh demand demand (PPE) for(PPE) for thesefor thesefor all items.allthe items.the team, team,We Wewhich installed which installed was wassneeze challenging sneeze challenging guards guards at at timesat at times TheyThey also also review review policies policies and and emergency emergency increasinglyThis has strained complex payroll enterprise systems agreements with the need, modern to accurately award and record due to the high demand for these items. We installed sneeze guards at TheyThey also also review review policies policies and and emergency emergency In the past, our outsourced model struggled to keep up with ourbe harnessed workforce. for As making such, it strategic controls workforcecritical data decisions. that can rdueeceptionrdueeception to theto theto high reduceto high reducedemand demand the the riskfor riskfor thesethat thesethat our items. our items.client c lient We s ervicesWe installedservices installed staff staffsneeze face sneeze face whenguards whenguards at at proceduresprocedures and and address address staff staff wellbeing, wellbeing, particularly particularly contracthours of work,changes. breaks shifts and the accrual of leave. reception to reduce the risk that our client services staff face when proceduresprocedures and and address address staff staff wellbeing, wellbeing, particularly particularly increasingly complex enterprise agreements, modern award and be harnessed for making strategic workforce decisions. receptionreception to reduceto reduce the the risk risk that that our our client client services services staff staff face face when when relevantrelevant during during these these COVID-19 COVID-19 difficult difficult times. times. In the past, our outsourced model struggled to keep up with interactinginteracting with with patients patients. . contract changes. interactinginteracting with with patients patients. . relevantrelevant during during these these COVID-19 COVID-19 difficult difficult times. times. Worldincreasingly Class complex Technology enterprise - HR3 agreements, modern award and Wecontract currently changes. have a staff of 37, of which six are WellWell done donedone Client Client Client Services! Services! Services! World Class Technology - HR3 WellWell done done Client Client Services! Services! now on maternity leave - it appears we have had WhilstWhilst our our clinical clinical team team have have done done a fantastic a fantastic job job adapting adapting to to WorldWe currently Class have Technology a staff of 3 -7 HR3, of which six are WhilstWhilst our our clinical clinical team team have have done done a fantastic a fantastic job job adapting adapting to to a baby boom over the last 12 months. thet heCOVID-19 COVID-19 working working environment, environment, Bendigo Bendigo Primary Primary Care Care Wenow currently on maternity have laea staffve - itof appears 37, of which we have six are had thet heCOVID-19 COVID-19 working working environment, environment, Bendigo Bendigo Primary Primary Care Care I am Glenyce Holt and I came to Bendigo Primary CentreCentre wishes wishes to acknowledgeto acknowledge the t hegreat great work work that that is done is done nowa baby on boom maternity over ltheeave last - it 12 appears months. we have had CentreCentre wishes wishes to acknowledgeto acknowledge the t hegreat great work work that that is done is done Care Centre in April 2020 as Payroll and dailydaily by byour our client client services services team team who who are are also also vital vital ‘frontline’ ‘frontline’ aI ambaby Glenyce boom Holtover andthe lastI came 12 months.to Bendigo Primary dailydaily by byour our client client services services team team who who are are also also vital vital ‘frontline’ ‘frontline’ Administration Officer, just as life as we know it workers.workers. The The team team has has stepped stepped up upand and adapted adapted to theto the rolling rolling ICare am GlenyceCentre in Holt April and 2020 I came as Payroll to Bendigo and Primary workers.workers. The The team team has has stepped stepped up upand and adapted adapted to theto the rolling rolling was starting to get interesting with COVID 19. I changeschanges which which have have occurred occurred from from screening screening all allpatients patients and and CareAdministration Centre in April Officer, 2020 just as as Payroll life as and we know it changeschanges which which have have occurred occurred from from screening screening all allpatients patients and and used the HR3 payroll system for 12 years and visitorsvisitors to theto the clinic clinic with with symptom symptom questions questions and and temperature temperature wasAdministration starting to getOfficer, interesting just as lifewith as COVID we know 19. it I visitorsvisitors to theto the clinic clinic with with symptom symptom questions questions and and temperature temperature have seen it evolve into a streamlined and user- checks.checks. wasused starting the HR3 to payroll get interesting system for with 12 yearsCOVID and 19. I checks.checks. havefriendly seen system it evolve for employeesinto a streamlined and management and user- alike.used the HR3 HR3 is a payroll cloud-based system workforce for 12 years and havefriendly seen system it evolve for employeesinto a streamlined and management and user- SecuritySecurity management system. HR3 can put in work Security alike.friendly HR3 system is a cloud-based for employees workforce and management WellWellbeingbeing SecuritySecurity for for both both staff staff and and patients patients is is patterns for staff to import into time sheets and WellWellbeingbeing Security for both staff and patients is alike.management HR3 is a system. cloud-based HR3 can workforce put in work MorningMorning teas teas are are held held to welcometo welcome new new paramountSecurityparamountSecurity for for forboth for boththe staff the clinic staff clinicand andand patients and haspatients has led isled is patternsadjust only for if staff a shift to hasimport changed. into time Leave sheets requests and MorningMorning teas teas are are held held to welcometo welcome new new paramountparamount for for the the clinic clinic and and has has led led management system. HR3 can put in work staff,staff, and and those those leaving leaving us usto haveto have babies babies to anto anupgrade upgrade of ourof our CCTV CCTV security security adjustand time only sheets if a shift are hasauthorised changed. by Leave managers requests on a Flexible Working Opportunities staff,staff, and and those those leaving leaving us usto haveto have babies babies systemto ansystemto anupgrade to upgrade captureto capture of ourof better our CCTVbetter CCTV images, security images, security as as patterns for staff to import into time sheets and or movingor moving on onto furtherto further career career system to capture better images, as fortnightlyand time sheets basis. are With authorised the update by ofmanagers the new on a FlexibleThis year hasWorking been an Opportunities experience. Staff unable to attend the office when or movingor moving on onto furtherto further career career wellsystemwellsystem as aasto review acaptureto review capture of betterin-roomof betterin-room images, duress images, duress as as adjust only if a shift has changed. Leave requests opportunities;opportunities; to celebrateto celebrate birthdays birthdays and and well as a review of in-room duress fortnightlylook dashboard, basis. it With allows the for update employees of the tonew create sniffles occur, going off for COVID-19 tests and waiting for the results, this opportunities;opportunities; to celebrateto celebrate birthdays birthdays and and alarms.wellalarms.well as aas Our review a Our review current current of in-roomof duress in-room duress duresssystem duresssystem and time sheets are authorised by managers on a FlexibleThis year hasWorking been an Opportunities experience. Staff unable to attend the office when to recogniseto recognise special special days days. . alarms. Our current duress system alook unique dashboard, look, giving it allows quick for access employees to time to sheets create, impacts staff throughout the clinic. We have been fortunate at Bendigo to recogniseto recognise special special days days. . alertsalarms.alertsalarms. all Ourallstaff Our staff current in current thein the buildingduress buildingduress system that system that fortnightly basis. With the update of the new snifflesThis year occur, has been going an off experience. for COVID-19 Staff tests unable and waitingto attend for the the office results, when this R UR OK U OK Day Day is a is pertinent a pertinent reminder reminder to to alerts all staff in the building that payslips, leave balances at a glance. It also Primary Care Centre that we have not had any positive cases, just the assistancealertsassistancealerts all allstaff is staff required isin required thein the building in building ain particular a particularthat that alook unique dashboard, look, giving it allows quick for access employees to time to sheets create, impacts staff throughout the clinic. We have been fortunate at Bendigo checkR UcheckR OK U inOK Day onin Day onouris a ouris pertinentcolleagues. a pertinentcolleagues. reminder Foodreminder Food brings to brings to assistance is required in a particular allows the employee to update personal details occasionalsniffles occur, sniffle going requiring off for COVID-19staff to remain tests atand home waiting until for well. the results, this check in on our colleagues. Food brings consultassistanceconsultassistance room, room,is required is soliciting required soliciting in a ain prompt particulara a prompt particular paa uniqueyslips, leavelook, givingbalances quick at aaccess glance. to time It also sheets , Primary Care Centre that we have not had any positive cases, just the uscheck uschecktogether together in onin onourand ourand colleagues.is an colleagues.is anopportunity opportunity Food Food bringsfor bringsfor consult room, soliciting a prompt as they arise. HR3 continuously works towards impactsUnder these staff tryingthroughout times, theour clinic. staff have We havesupported been fortunateeach other, at coveringBendigo shifts, us together and is an opportunity for responseconsultresponseconsult room, from room, from soliciting all soliciting allin thein the aevent prompt aevent prompt of aof a allowspayslips, the leave employee balances to updateat a glance. personal It also details occasional sniffle requiring staff to remain at home until well. staffus staffustogether to together spendto spend and aand littleis a an littleis longeranopportunity longeropportunity in thein the fortea fortea response from all in the event of a improvements and has made using it with the Primary Care Centre that we have not had any positive cases, just the staff to spend a little longer in the tea medicalresponsemedicalresponse emergency. from emergency. from all allin the inThe the Theevent clinic’s event clinic’s of aof a as they arise. HR3 continuously works towards Underworking these extra trying hours times, as needed our staff and have in some supported cases when each theother, workload covering has shifts, staffstaff to spendto spend a little a little longer longer in thein the tea tea medical emergency. The clinic’s variousallows the awards employee easier t oto update manage personal with the details occasional sniffle requiring staff to remain at home until well. roomroom than than usual, usual, particularly particularly the the busy busy emergencymedicalemergencymedical emergency. emergency.trolley trolley is alsoTheis alsoThe broughtclinic’s broughtclinic’s to to improvements and has made using it with the been light on, taking leave to help us move forward in a positive light. emergency trolley is also brought to as they arise. HR3 continuously works towards Underworking these extra trying hours times, as needed our staff and have in some supported cases when each theother, workload covering has shifts, roomGPs.roomGPs. Nowthan Nowthan thatusual, thatusual, social particularly social particularly distancing distancing the theis busy the is busy the emergencyemergency trolley trolley is also is also brought brought to to sometimes complex changes. Automated At Bendigo Primary Care Centre, we have the flexibility for some staff to work GPs. Now that social distancing is the thethe relevant relevant place place which which provides provides improvementsvarious awards andeasier has to made manage using with it with the the been light on, taking leave to help us move forward in a positive light. norm,GPs.norm,GPs. Now there Now there that are that aresocial limits social limits distancing on distancing onnumbers numbers is the inis the our in our thethe relevant relevant place place which which provides provides processes for leave requests have reduced the workingfrom home; extra this hours has asenabled needed staff and to in be some there cases for homeschooling when the workload or caring has for norm, there are limits on numbers in our quickquick access access to additionalto additional medical medical varioussometimes awards complex easier changes. to manage Automated with the At Bendigo Primary Care Centre, we have the flexibility for some staff to work teanorm,teanorm, room, room,there there and are and staff are limits staff limitsin-house onin-house onnumbers numbers training training in ourin our equipment,quickequipment,quick access access including to including additionalto additional a defibrillator. a medicaldefibrillator. medical need for paperwork as emailed authorisation beenmembers light ofon, their taking families. leave to help us move forward in a positive light. tea room, and staff in-house training equipment, including a defibrillator. sometimesprocesses for complex leave requests changes. have Automated reduced the from home; this has enabled staff to be there for homeschooling or caring for opportunitiesteaopportunitiestea room, room, and and andstaff andstaff meetings in-house meetings in-house are training are trainingnow now held held Soequipment, Soequipment,if you if you happen happenincluding including to beto a be indefibrillator. a the indefibrillator. the clinic clinic requests are sent to managers for approval. AtAll Bendigoof this has Primary added Care extra Centre dimensions, we have not the generally flexibility seen for in some the past. staff to work opportunities and meetings are now held So if you happen to be in the clinic processesneed for paperwork for leave requests as emailed have authorisation reduced the members of their families. onopportunities onopportunitiesZoom. Zoom. and and meetings meetings are are now now held held andSo andSoif witnessyou if witnessyou happen happen multiple multiple to beto staff bein staff the inconverging the convergingclinic clinic from home; this has enabled staff to be there for homeschooling or caring for on Zoom. and witness multiple staff converging needrequests for paperworkare sent to asmanagers emailed for authorisation approval. All of this has added extra dimensions not generally seen in the past. on onZoom. Zoom. onand onanda witness particular a witness particular multiple consultmultiple consult staff room, staff room, converging convergingit is it is members of their families. requests are sent to managers for approval. generallyon generallyona particular a particular in responsein responseconsult consult to room, anto room, analarm it alarm is it is All of this has added extra dimensions not generally seen in the past. bendigoprimarycarecentre.com.au activation.generallyactivation.generally in responsein response to anto analarm alarm Page 19 activation.activation. bendigoprimarycarecentre.com.au bendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.au Page 19 bendigoprimarycarecentre.com.au PagePage 18 18 bendigoprimarycarecentre.com.aubendigoprimarycarecentre.com.au PagePage 18 18 bendigoprimarycarecentre.com.au Page 19 18 Bendigo Primary Care Centre Limited Annual Report 2019-2020 Bendigo Primary Care Centre Limited Annual Report 2019-2020 19 Bendigo Primary Care Centre 30 June 2020

CONTENTS Page

Bendigo Primary Care Centre Directors' Report 1 Limited Auditor's Independence Declaration 6 Statement of Profit or Loss and Other Comprehensive Income 7 ABN: 62 153 298 278 Statement of Financial Position 8 Statement of Changes in Equity 9

Statement of Cash Flows 10

Notes to the Financial Statements 11

Directors' Declaration 33

Financial Report Independent Auditor's Report 34 For the Year Ended 30 June 2020

20 Bendigo Primary Care Centre Limited Annual Report 2019-2020 Bendigo Primary Care Centre Limited Annual Report 2019-2020 21 Bendigo Primary Care Centre Bendigo Primary Care Centre Directors' Report Directors' Report

Your directors present their report of the Bendigo Primary Care Centre for the year ended 30 June 2020. Significant Changes

Directors A state of emergency was declared in Victoria on 16 March 2020 due to the global coronavirus pandemic, known as COVID‐ 19. A state of disaster was subsequently declared on 2 August 2020. The names of each person who has been a director during the year and to the date of this report are: To contain the spread of the virus and to prioritise the health and safety of our communities various restrictions have been Leigh WATKINS Shaun ELDRIDGE Veronica HALL announced and implemented by the state government, which in turn has impacted the manner in which businesses operate, including Bendigo Primary Care Centre. Gerard JOSE Chris HOLMES In response, Bendigo Primary Care Centre introduced telehealth for medical appointments where possible, with limited face Directors have been in office since the start of the financial year to the date of this report unless otherwise stated. to face services remaining open for emergency and essential services throughout the period of restrictions. Bendigo Primary Care Centre has incurred additional expenditure for cleaning and sneeze guard screens have been installed at reception. Company Secretary No further significant changes in the company's state of affairs occurred during the financial year. The following person held the position of company secretary at the end of the financial year. New Accounting Standards Implemented Graeme STEWART Qualifications: Member of the Institute of Chartered Accountants, Registered Tax Agent, Registered Company The company has implemented three new Accounting Standards that are applicable for the current reporting period and Auditor, Member of Institute of Company Directors. have come into effect, which are included in the results. AASB 15: Revenue from Contracts with Customers and AASB 1058: Experience: Partner in AFS & Associates Pty Ltd, a local public accounting firm, with over 30 years Income of Not‐for‐Profit Entities have been applied using the modified retrospective method; that is, by recognising the experience in managing and advising small to medium size business and their owners. Director cumulative effect of initially applying AASB 15 and AASB 1058 as an adjustment to the opening balance of equity at 1 July Girton Grammar School Ltd. 2019. The adoption of AASB 16: Leases had no material impact. Principal Activities After Balance Date Events The principal activities of the company during the course of the financial year was to provide the community with a range of services focusing on general practice, specialist acute health care and as a seat of learning for medical professionals during The COVID‐19 pandemic has created unprecedented economic uncertainty. Actual economic events and conditions in the their training. future may be materially different from those estimated by Bendigo Primary Care Centre at the reporting date. As responses by government continue to evolve, management recognises that it is difficult to reliably estimate with any degree of certainty Operating Result the potential impact of the pandemic after the reporting date on Bendigo Primary Care Centre, its operations, its future results and financial position. The state of emergency in Victoria was extended on 11 October until 8 November 2020 and the The surplus/(deficit) of the company for the financial year was: state of disaster is still in place.

Year ended Year ended No other matters or circumstances have arisen since the end of the financial year which affected or may significantly affect 30 June 2020 30 June 2019 the operations of the company, the results of those operations or the state of affairs of the company, in future years. $$ 98,388 (118,107) Future developments

Review of Operations The entity expects to maintain the present status and level of operations and hence there are no likely future developments in the entity's operations. Bendigo Primary Care Centre commenced operations on 24 October 2011 as a company limited by guarantee. The long term objectives of the company are to provide the community of Bendigo and surrounding areas access to general practice, Environmental Issues specialist services and primary care, both during regular hours and those hours when they may not be able to access similar services. The company seeks to offer and maintain these services through a continued focus on service excellence, control The company is not subject to any significant environmental regulation. and governance and partnership with the founding entities to enhance the range of services available. A service model incorporating chronic disease management and ongoing management of complex health issues has been adopted by the founding members and is being implemented through a partnership approach. A similar strategy and approach is taken with training of young medical professionals who undertake placement at Bendigo Primary Care Centre to enhance their knowledge and experience.

22 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 1 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 223 Bendigo Primary Care Centre Bendigo Primary Care Centre Directors' Report Directors' Report

Information on Directors Information on Directors (Continued)

Leigh Watkins Gerard Jose

Qualifications: Associate Diploma Electronics. Qualifications: Graduate Diploma in Business Management of MBA [Local Government] at RMIT, Associate Experience: Diploma in Welfare Studies at Phillip Institute of Technology Leigh is an experienced board member and former Senior Manager with the Bendigo Bank, Experience: with a strong understanding of what is required to be a positive and significant contributor at Gerard has undertaken courses in IAP2 ; Applying Futures Thinking at Mt Eliza Business School the board level. He has significant experience in health sector board memberships, with board and is an Alumni of the Cranlana Program in Toorak. Gerard has significant experience in and chair roles with two health sector organisations based in Victoria. Leigh is a high‐level community engagement, change management, organisation development, policy facilitation contributor as a team member, is a recognised leader, and is keen to use his knowledge base and program evaluation. He has had an extensive career in Local Government, community and and capabilities to support his community. He brings a practical and outcomes focused not‐for‐profit sectors and was privileged to join Bendigo Community Health Services as CEO in perspective to the challenges and responsibilities of any board. Leigh is a current Board February 2019, and previously served as CEO with Mildura Rural City Council from 2014. Gerard Member of Woombye Community Bank and Blackall Range Care Group Ltd. Previous is a people‐oriented leader committed to ethical stewardship and social justice with directorships include Bendigo Community Health Services (9 years as Director, 7 years as Chair), outstanding contemporary team‐based leadership, communication, analytical and creative Sustainable Regional Australia (9 years as Director, 7 years as Chair, including Chair of the problem‐solving skills. Central Victorian Solar City project), Essential Services Commission Victoria (7 years as Prior to joining Mildura Rural City Council, Gerard was CEO of Greater Taree City Council on the Customer Consultative Committee Member). mid‐north coast of New South Wales for over seven years. Gerard’s career also includes time as Special Responsibilities: Chair of the Board. Director of Health and Community Services at Ringwood and Heidelberg Councils, Director of Community Services and Acting CEO at the Shire of Campaspe and Director of Community Shaun Eldridge Services at the City of Knox. Gerard has also worked for the Municipal Association of Victoria, Spastic Society of Victoria (now known as Scope); the Outer East Regional Housing Association, Qualifications: MBA, CPA STAY Youth Refuge and the YMCA of Victoria. Gerard is currently a Board Member of Haven Home Safe; and was previously a Board Member Experience: Shaun commenced in the role of Executive Director Finance and Resources at Bendigo Health in of Zoe Support Inc in Mildura; a Board Member of the Murray Regional Tourism Board and September 2018. Shaun grew up in Bendigo and worked at Bendigo Health early in his career. served as a Board member of Chances for Children in Mildura. Shaun has a wealth of finance knowledge and experience in executive and leadership roles within public health, aged care, hospitality and banking industries spanning over 23 years. Most Christian Holmes recently Shaun was the CFO at Central Adelaide Local Health Network. Prior to this he was CFO at Townsville Hospital and Health Service and has held roles in the Victorian Public Health Qualifications: MBBS, FRACP, Master of Professional Health Education Sector at Goulburn Valley Health, Wimmera Health Care Group, Stawell Regional Health and Experience: Associate Professor Christian Holmes is Director of Monash Rural Health – Bendigo, and also Echuca Regional Health. Shaun is a current Board Member of the Healthcare Financial Director of Nephrology at Bendigo Health. He is a Bendigo resident, and holds a number of key Management Association of Australia. education appointments with Monash University, the University of Melbourne and the Royal Special Responsibilities: Deputy Chair of the Board and Chair Corporate Governance Sub Committee Australasian College of Physicians. He has extensive experience in teaching, curriculum development and clinical service expansion in both public and private medicine. Veronica Hall Meeting of Directors

Qualifications: Bachelor of Science, Masters of Business Administration, Member of Australian Institute of During the financial year, 9 meetings of directors were held. Attendances by each director were as follows: Company Directors. Experience: Regional Partnerships Manager, La Trobe University. Member Victoria Minister of Health's Corporate Clinical Governance Poisons Advisory Committee, City of Greater Bendigo Advisory Committee for Waste Board of Directors Governance Sub‐ Committee Resources. Member for various other local management committees. Committee Eligible Attended Eligible Attended Eligible Attended Leigh WATKINS 99‐‐44 Shaun ELDRIDGE 98‐‐44 Veronica HALL 98‐‐‐2 Gerard JOSE 8 7* ‐‐‐3 Chris HOLMES 77‐‐‐1

* Callum Wright attended as Proxy for 2 Board meetings and 1 Corporate Governance meeting

24 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 3 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 425 Bendigo Primary Care Centre Directors' Report

Indemnification and Insurance of Directors and Officers

The company has indemnified all directors and the Chief Executive Officer in respect of liabilities to other persons (other than the company or related body corporate) that may arise from their position as directors or Chief Executive Officer of the Lead auditor’s independence declaration under section 60‐40 of the Australian company except where the liability arises out of conduct involving the lack of good faith. Charities and Not‐for‐profits Commission Act 2012 to the directors of Bendigo Disclosure of the nature of the liability and the amount of the premium is prohibited by the confidentiality clause of the Primary Care Centre Limited contract of insurance. The company has not provided any insurance for an auditor of the company or a related body corporate. As lead auditor for the audit of Bendigo Primary Care Centre Limited for the year ended 30 June 2020, I Proceedings on Behalf of the Entity declare that, to the best of my knowledge and belief, there have been:

No person has applied for leave of Court to bring proceedings on behalf of the entity or intervene in any proceedings to i) no contraventions of the auditor independence requirements of the Australian Charities and Not‐for‐ which the entity is a party for the purpose of taking responsibility on behalf of the entity for all or any part of those profits Commission Act 2012 in relation to the audit and ii) no contraventions of any applicable code of professional conduct in relation to the audit. The entity was not a party to any such proceedings during the year.

Auditors' Independence Declaration

Andrew Frewin Stewart Adrian Downing The lead auditor's independence declaration for the year ended 30 June 2020 has been received and can be found on page 6 61 Bull Street, Bendigo Vic 3550 Lead Auditor of the financial reports. Dated this 29th day of October 2020

The directors' report is signed in accordance with a resolution of the board of directors.

Leigh Watkins

Dated this 29th day of October 2020

26 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 5 Bendigo Primary Care Centre Bendigo Primary Care Centre Statement of Profit or Loss and Other Statement of Financial Position Comprehensive Income As at 30 June 2020 For the Year Ended 30 June 2020

2020 2019 2020 2019 Note $ $ Note $ $ Current assets Revenue 2 2,529,162 2,497,875 Cash and cash equivalents 4 469,157 424,567 Trade and other receivables 5 133,223 123,425 Other income 2 303,773 245,296 Investments 6 1,083,405 1,066,138 Other assets 7 32,291 78,865 Employee benefits expense 3 (1,941,467) (2,025,894) Total current assets 1,718,076 1,692,995 Medical practice expenses (100,559) (111,045) Non‐current assets Fleet expenses (1,827) (1,953) Property, plant and equipment 8 129,104 197,610

Depreciation and amortisation expense 3 (87,887) (90,186) Total non‐current assets 129,104 197,610 Total assets 1,847,180 1,890,605 Technology expenses (102,364) (98,446) Current liabilities Facility expenses (192,629) (188,135) Trade and other payables 9 208,668 272,019 Provisions 10 165,753 153,754 Administration expenses (159,885) (178,883) Lease liability 11 3,637 11,568

Other expenses (147,929) (166,736) Total current liabilities 378,058 437,341 Non‐current liabilities Surplus / (deficit) before income tax credit 98,388 (118,107) Provisions 10 82,716 118,546 Income tax credit 1(c) ‐ ‐ Lease liability 11 5,103 8,019

Surplus / (deficit) after income tax credit 98,388 (118,107) Total non‐current liabilities 87,819 126,565 Total liabilities 465,877 563,906 Other comprehensive income ‐ ‐ Net assets 1,381,303 1,326,699 Equity Total comprehensive income attributable to members of the entity 98,388 (118,107) Retained earnings 1,118,910 1,064,306 The above Statement of Profit or Loss and Other Comprehensive Income should be read in conjunction with the Equity transferred in 12 262,393 262,393 accompanying notes. Total equity 1,381,303 1,326,699

The above Statement of Financial Position should be read in conjunction with the accompanying notes.

28 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 7 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 8 29 Bendigo Primary Care Centre Bendigo Primary Care Centre Statement of Changes in Equity Statement of Cash Flows For the Year Ended 30 June 2020 For the Year Ended 30 June 2020

2020 2019 Equity transferred Total Note $ $ Retained Earnings in $ $ $ Cash flows from operating activities Receipts of income from service delivery 2,503,279 2,512,542 Balance at 1 July 2018 1,182,413 262,393 1,444,806 Other receipts 303,773 245,296 Payments to suppliers and employees (2,733,842) (2,836,249) Comprehensive income Interest received 18,875 22,687 Deficit for the year (118,107) ‐ (118,107) Net cash provided by / (used in) operating activities 13(b) 92,085 (55,724) Total other comprehensive income for the year ‐ ‐ ‐ Cash flows from investing activities Balance at 30 June 2019 1 ,064,306 262,393 1 ,326,699 Payments for property, plant and equipment (19,381) (18,004)

Balance at 1 July 2019 1,064,306 262,393 1,326,699 Net cash used in investing activities (19,381) (18,004) Cash flows from financing activities Cumulative impact of adoption of AASB 15 (43,784) ‐ (43,784) Repayment of lease liabilities (10,847) (741) Balance at 1 July 2019 (Restated) 1,020,522 262,393 1,282,915 Net cash used in financing activities (10,847) (741) Comprehensive income Net increase / (decrease) in cash held 61,857 (74,469) Surplus for the year 98,388 ‐ 98,388 Cash and cash equivalents at the beginning of the financial year 1,490,705 1,565,174 Cash and cash equivalents at the end of the financial year 13(a) 1,552,562 1,490,705 Total other comprehensive income for the year ‐ ‐ ‐ The above Statement of Cash Flows should be read in conjunction with the accompanying notes. Balance at 30 June 2020 1 ,118,910 524,786 1 ,381,303

The above Statement of Changes in Equity should be read in conjunction with the accompanying notes.

30 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 9 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 10 31 Bendigo Primary Care Centre Bendigo Primary Care Centre Notes to the Financial Statements Notes to the Financial Statements For the Year Ended 30 June 2020 For the Year Ended 30 June 2020

Note 1. Summary of Significant Accounting Policies Note 1. Summary of Significant Accounting Policies (continued)

Basis of preparation (a) New and amended accounting policies adopted during the reporting period (continued)

Bendigo Primary Care Centre applies Australian Accounting Standards ‐ Reduced Disclosure Requirements as set out in AASB Initial application of AASB 16 1053: Application of Tiers of Australian Accounting Standards. The company has adopted AASB 16: Leases which came into effect from 1 July 2019. The application of AASB 16 has not had The financial statements are general purpose financial statements that have been prepared in accordance with Australian a significant impact on the financial position and/or financial performance of the company. Accounting Standards – Reduced Disclosure Requirements of the Australian Accounting Standards Board (AASB) and the Australian Charities and Not‐for‐profits Commission Act 2012. The company is a not‐for‐profit entity for financial reporting (b) Revenue purposes under Australian Accounting Standards. In the current reporting period Australian Accounting Standards set out accounting policies that the AASB has concluded would result in financial statements containing relevant and reliable information about transactions, events and conditions. Apart from the changes in accounting The company has applied AASB 15: Revenue from Contracts with Customers and AASB 1058: Income of Not‐for‐Profit Entities policies, standards and interpretations as noted below, material accounting policies adopted in the preparation of these using the modified retrospective method of initially applying AASB 15 and AASB 1058 as an adjustment to the opening financial statements are the same as those adopted in the previous period. balance of equity at 1 July 2019. Therefore, the comparative information has not been restated and continues to be presented under AASB 118: Revenue and AASB 1004: Contributions . The financial statements, except for the cash flow information, have been prepared on an accruals basis and are based on historical costs, modified, where applicable, by the measurement at fair value of selected non‐current assets, financial assets When the company receives revenue it assesses whether there is a contract that is enforceable and has sufficiently specific and financial liabilities. The amounts presented in the financial statements have been rounded to the nearest dollar. performance obligations in accordance with AASB 15.

The financial statements were authorised for issue on 29 October 2020 by the directors of the company. When both these conditions are satisfied, the company:

(a) New and amended accounting policies adopted during the reporting period ‐ identifies each performance obligation relating to the revenue ‐ recognises a contract liability for its obligations under the agreement The company has applied AASB 15: Revenue from Contracts with Customers and AASB 1058: Income of Not‐for‐Profit Entities ‐ recognises revenue as it satisfies its performance obligations, at the time of which services are rendered. using the modified retrospective method of initially applying AASB 15 and AASB 1058 as an adjustment to the opening balance of equity at 1 July 2019. Therefore, the comparative information has not been restated and continues to be Where the contract is not enforceable or does not have sufficiently specific performance obligations, the company: presented under AASB 118: Revenue and AASB 1004: Contributions . ‐ recognises the asset received in accordance with the recognition requirements of other applicable Accounting Standards Impact of adoption at 1 July 2019 (for example AASB 9, AASB 16, AASB 116 and AASB 138); ‐ recognises related amounts (being contributions by owners, lease liability, financial instruments, provisions, revenue or The table below provides details of the significant changes and quantitative impact of these changes on the initial date of contract liability arising from a contract with a customer); and application, being 1 July 2019: ‐ recognises income immediately in profit or loss as the difference between the initial carrying amount of the asset and the related amount.

Presented 30 Application Recorded as Grant revenue June 2019 impact at 1 July 2019 Statement of Financial Position $ $ $ Recurrent grants are recognised in profit or loss when the company obtains control of the grant as the criteria for the grants are not sufficiently specific so as to recognise the revenue in accordance with AASB 15 and therefore the grant is recognised Assets in accordance with AASB 1058. Accrued Income 45,081 (43,784) 1,297 Donations Equity Retained earnings 1,064,306 (43,784) 1,020,522 Donations are recognised when the payment is received.

32 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 11 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 12 33 Bendigo Primary Care Centre Bendigo Primary Care Centre Notes to the Financial Statements Notes to the Financial Statements For the Year Ended 30 June 2020 For the Year Ended 30 June 2020

Note 1. Summary of Significant Accounting Policies (continued) Note 1. Summary of Significant Accounting Policies (continued)

(b) Revenue (continued) (e) Trade and Other Receivables

Interest income Trade and other receivables includes amounts due from customers for services performed in the ordinary course of business. Receivables expected to be collected within 12 months of the end of the reporting period are classified as current assets. All Interest income is recognised using the effective interest method. other receivables are classified as non‐current assets.

All revenue is stated net of the amount of goods and services tax. Trade and other receivables are initially recognised at fair value and subsequently measured at amortised cost using the effective interest method, less any provision for impairment. In the comparative reporting period (f) Property, Plant and Equipment Non‐reciprocal grant revenue is recognised in profit or loss when the entity obtains control of the grant and it is probable that the economic benefits gained from the grant will flow to the entity and the amount of the grant can be measured Each class of property, plant and equipment is carried at cost less, where applicable, any accumulated depreciation and reliably. impairment losses.

If conditions are attached to the grant which must be satisfied before it is eligible to receive the contribution, the recognition Plant and Equipment of the grant as revenue will be deferred until those conditions are satisfied. Plant and equipment is measured on the cost basis and are therefore carried at cost less accumulated depreciation and any When grant revenue is received whereby the entity incurs an obligation to deliver economic value directly back to the accumulated impairment losses. In the event the carrying amount of plant and equipment is greater than its estimated contributor, this is considered a reciprocal transaction and the grant revenue is recognised in the Statement of Financial recoverable amount, the carrying amount is written down immediately to its estimated recoverable amount and impairment Position as a liability until the service has been delivered to the contributor, otherwise the grant is recognised as income on losses are recognised either in profit or loss or as a revaluation decrease if the impairment losses relate to a revalued asset. A receipt. formal assessment of recoverable amount is made when impairment indicators are present (refer to Note 1(m) for details of impairment). Donations and bequests are recognised as revenue when received. Plant and equipment that have been contributed at no cost, or for nominal cost, are valued and recognised at the fair value Interest revenue is recognised using the effective interest method, which for floating rate financial assets is the rate inherent of the asset at the date it is acquired. in the instrument. Depreciation Client income is recognised upon the delivery of the service to the customers. The depreciable amount of all fixed assets is depreciated on a straight line basis over the asset's useful life to the company Revenue from the rendering of a service is recognised upon delivery of the service to the customers. commencing from the time the asset is held ready for use.

All revenue is stated net of the amount of goods and services tax. The depreciation rates are consistent with the prior period. For each class of depreciable assets the depreciation rates are:

(c) Income tax Class of Fixed Asset Depreciation Rate Furniture and Fittings 10‐20% No provision for income tax has been raised as the entity is exempt from income tax under Division 50 of the Income Tax Plant and Equipment 10‐33% Assessment Act 1997 . The assets’ residual values and useful lives are reviewed, and adjusted if appropriate, at the end of each reporting period. (d) Cash and Cash Equivalents Gains and losses on disposals are determined by comparing proceeds with the carrying amount. These gains or losses are Cash and cash equivalents include cash on hand, deposits held at call with banks, other short‐term highly liquid investments included in the Statement of Profit or Loss and Other Comprehensive Income. with original maturities of three months or less, and bank overdrafts.

34 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 13 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 14 35 Bendigo Primary Care Centre Bendigo Primary Care Centre Notes to the Financial Statements Notes to the Financial Statements For the Year Ended 30 June 2020 For the Year Ended 30 June 2020

Note 1. Summary of Significant Accounting Policies (continued) Note 1. Summary of Significant Accounting Policies (continued)

(g) Leases (g) Leases (continued)

In the current reporting period The company leases the premises at Arnold Street, Bendigo, from the Bendigo Health Care Group, which meets the definition of a peppercorn/concessionary lease. The lease formally commenced in August 2018 for a term of 14 years, expiring in June The company has adopted AASB 16: Leases which came into effect from 1 July 2019. The application of AASB 16 has not had 2032. Under the terms of the agreement, the company is required to pay $1 (ex‐GST) per annum and is only permitted to a significant impact on the financial position and/or financial performance of the company. use the premises to deliver services per the lease agreement. The right‐of‐use asset and lease liability relating to this lease is estimated to be less than $1,000 and is deemed trivial to the financial statements. As such, a right‐of‐use asset and lease The company as lessee liability has not been recognised in the Statement of Financial Position.

At inception of a contract, the company assesses if the contract contains or is a lease. If there is a lease present, a right‐of‐ Eachf o the company's lease arrangement are for use in the production of supply of goods and services, or for administrative use asset and a corresponding lease liability is recognised by the company where the company is a lessee. However, all purposes. contracts that are classified as short‐term leases (i.e. a lease with a remaining lease term of 12 months or less) and leases of low‐value assets (i.e. fair value less than $10,000) are recognised as an operating expense on a straight‐line basis over the The company as a lessor term of the lease. The company leases out some of its property. The company has classified these leases as operating leases and therefore the Initially, the lease liability is measured at the present value of the lease payments still to be paid at lease commencement company is not required to make any adjustments on transition to AASB 16 for leases in which it acts as lessor. date. The lease payments are discounted at the interest rate implicit in the lease. If this rate cannot be readily determined, the company uses the incremental borrowing rate. In the comparative reporting period

Lease payments included in the measurement of the lease liability, where applicable, are as follows: Leases of fixed assets, where substantially all the risks and benefits incidental to ownership of the asset, but not legal ownership, are transferred to the company, are classified as finance leases. ‐ fixed lease payments less any lease incentives ‐ variable lease payments that depend on an index or rate, initially measured using the index or rate at the Finance leases are capitalised by recording an asset and a liability equal to the present value of the minimum lease payments, commencement date including any guaranteed residual value. ‐ lease payments under extension options, if the lessee is reasonably certain to exercise the options ‐ payments of penalties for terminating the lease, if the lease term reflects the exercise of an option to terminate the Leased assets are depreciated on a straight line basis over their estimated useful lives where it is likely that the economic lease. entity will obtain ownership of the asset over the term of the lease. Lease payments are allocated between the reduction of the lease liability and the lease interest expense for the period. The company is not exposed to any potential future increases in variable lease payments. Lease payments for operating leases, where substantially all the risks and benefits remain with the lessor, are charged as The right‐of‐use assets comprise the initial measurement of the corresponding lease liability as mentioned above, any lease expenses on a straight line basis over the lease term. payments made at or before the commencement date, as well as any initial direct costs. The subsequent measurement of right‐of‐use assets is at cost less accumulated depreciation and impairment losses. (h) Employee benefits

Right‐of‐use assets are depreciated over the lease term or useful life or the underlying asset, whichever is the shortest. Short term employee benefits Where a lease transfers ownership of the underlying asset or the cost of the right‐of‐use asset reflects that the company expects to exercise a purchase option, the specific asset is depreciated over the useful life of the underlying asset. Provision is made for the company’s obligation for short‐term employee benefits. Short‐term employee benefits are benefits (other than termination benefits) that are expected to be settled wholly within 12 months after the end of the annual For leases that have significantly below‐market terms and conditions principally to enable the company to further its reporting period in which the employees render the related service, including salaries, wages, ADOs, annual leave and sick objectives (commonly known as peppercorn/concessionary leases), the company has adopted the temporary relief under leave. Short‐term employee benefits are measured at the (undiscounted) amounts expected to be paid when the obligation AASB 2018‐8: Amendments to Australian Accounting Standards ‐ Right‐of‐use Assets of Not‐for‐profit Entities and measured is settled. The entity’s obligations for short‐term employee benefits such as salaries and wages are recognised as part of the right‐of‐use assets at cost on initial recognition. current trade and other payables in the Statement of Financial Position.

36 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 15 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 16 37 Bendigo Primary Care Centre Bendigo Primary Care Centre Notes to the Financial Statements Notes to the Financial Statements For the Year Ended 30 June 2020 For the Year Ended 30 June 2020

Note 1. Summary of Significant Accounting Policies (continued) Note 1. Summary of Significant Accounting Policies (continued)

(h) Employee benefits (continued) (k) Financial Instruments (continued)

Long‐term employee benefits Classification and Subsequent Measurement

The company classifies employees' long service leave and annual leave entitlements as other long‐term employee benefits as Financial liabilities they are not expected to be settled wholly within 12 months after the end of the annual reporting period in which the employees render the related service. Provision is made for the company’s obligation for other long‐term employee benefits, Financial liabilities are subsequently measured at amortised cost using the effective interest method. which are measured at the present value of the expected future payments to be made to employees. Expected future payments incorporate anticipated future wage and salary levels, durations of service and employee departures, and are The effective interest method is a method of calculating the amortised cost of a debt instrument and of allocating interest discounted at rates determined by reference to market yields at the end of the reporting period on high quality corporate expense in profit or loss over the relevant period. The effective interest rate is the internal rate of return of the financial bonds that have maturity dates that approximate the terms of the obligations. Any remeasurements for changes in asset or liability. That is, it is the rate that exactly discounts the estimated future cash flows through the expected life of the assumptions of obligations for other long‐term employee benefits are recognised in profit or loss in the periods in which the instrument to the net carrying amount at initial recognition. changes occur. A financial liability cannot be reclassified. The company’s obligations for long‐term employee benefits are presented as non‐current liabilities in its Statement of Financial Position, except where the entity does not have an unconditional right to defer settlement for at least 12 months Bendigo Primary Care Centre recognises trade and other payables in this category. after the end of the reporting period, in which case the obligations are presented as current liabilities. Financial assets (i) Trade and Other Payables Financial assets are measured at amortised cost if both the following criteria are met: Trade and other payables represent the liabilities for goods and services received by the entity that remain unpaid at the end of the reporting period. The balance is recognised as a current liability with the amounts normally paid within 30 days of ‐ the financial asset is managed solely to collect contractual cash flows; and recognition of the liability. ‐ the contractual terms within the financial asset give rise to cash flows that are solely payments of principal and interest on the principal amount outstanding on specified dates. (j) Provisions Bendigo Primary Care Centre recognises cash and cash equivalents, trade and other receivables and investments in this Provisions are recognised when the company has a legal or constructive obligation, as a result of past events, for which it is category. probable that an outflow of economic benefits will result and that outflow can be reliably measured. Provisions are measured using the best estimate of the amounts required to settle the obligation at the end of the reporting period. Derecognition

(k) Financial Instruments Derecognition refers to the removal of a previously recognised financial asset or financial liability from the Statement of Financial Position. Initial Recognition and Measurement Derecognition of financial instruments Financial assets and financial liabilities are recognised when the entity becomes a party to the contractual provisions to the instrument. For financial assets, this is the date that the entity commits itself to either the purchase or sale of the asset (i.e. A liability is derecognised when it is extinguished (i.e. when the obligation in the contract is discharged, cancelled or expires). trade date accounting is adopted). An exchange of an existing financial liability for a new one with substantially modified terms, or a substantial modification to the terms of a financial liability, is treated as an extinguishment of the existing liability and recognition of a new financial Financial instruments (except for trade receivables) are initially measured at fair value plus transaction costs, except where liability. the instrument is classified “at fair value through profit or loss”, in which case transaction costs are expensed to profit or loss immediately. Where available, quoted prices in an active market are used to determine fair value. In other circumstances, The difference between the carrying amount of the financial liability derecognised and the consideration paid and payable, valuation techniques are adopted. including any non‐cash assets transferred or liabilities assumed, is recognised in profit or loss.

38 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 17 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 18 39 Bendigo Primary Care Centre Bendigo Primary Care Centre Notes to the Financial Statements Notes to the Financial Statements For the Year Ended 30 June 2020 For the Year Ended 30 June 2020

Note 1. Summary of Significant Accounting Policies (continued) Note 1. Summary of Significant Accounting Policies (continued)

(k) Financial Instruments (continued) (l) Goods and Services Tax (GST)

Derecognition of financial assets Revenues, expenses and assets are recognised net of the amount of GST, except where the amount of GST incurred is not recoverable from the Australian Tax Office (ATO). A financial asset is derecognised when the holder's contractual rights to its cash flows expires, or the asset is transferred in such a way that all the risks and rewards of ownership are substantially transferred. Receivables and payables are stated inclusive of the amount of GST receivable or payable. The net amount of GST recoverable from, or payable to, the ATO are presented as operating cash flows included in receipts from customers or All the following criteria need to be satisfied for the derecognition of a financial asset: payments to suppliers. ‐ the right to receive cash flows from the asset has expired or been transferred; ‐ all risk and rewards of ownership of the asset have been substantially transferred; and Cash flows are presented in the cash flow statement on a gross basis. The GST component of cash flows arising from ‐ the entity no longer controls the asset (i.e. has no practical ability to make unilateral decision to sell the asset to a third investing and financing activities which are recoverable from, or payable to, the ATO are presented as operating cash flows party). included in receipts from customers or payments to suppliers.

On derecognition of a financial asset measured at amortised cost, the difference between the asset's carrying amount and (m) Impairment of Assets the sum of the consideration received and receivable is recognised in profit or loss. At the end of each reporting period, the entity reviews the carrying amounts of its tangible and intangible assets to Expected credit loss model determine whether there is any indication that those assets have been impaired. If such an indication exists, the recoverable amount of the asset, being the higher of the asset’s fair value less costs of disposal and value in use, is compared to the The entity recognises a loss allowance for expected credit losses on financial assets that are measured at amortised cost. asset’s carrying amount. Any excess of the asset’s carrying amount over its recoverable amount is recognised in profit or loss.

Expected credit losses are the probability‐weighted estimate of credit losses over the expected life of a financial instrument. Where the assets are not held primarily for their ability to generate net cash inflows – that is, they are specialised assets held A credit loss is the difference between all contractual cash flows that are due and all cash flows expected to be received, all for continuing use of their service capacity – the recoverable amounts are expected to be materially the same as fair value. discounted at the original effective interest rate of the financial instrument.

Where it is not possible to estimate the recoverable amount of an individual asset, the entity estimates the recoverable The company uses the simplified approach, as applicable under AASB 9. The simplified approach does not require tracking of amount of the cash‐generating unit to which the asset belongs. changes in credit risk at every reporting period, but instead requires the recognition of lifetime expected credit loss at all times. The approach is applicable to trade receivables. Where an impairment loss on a revalued individual asset is identified, this is recognised against the revaluation surplus in respect of the same class of asset to the extent that the impairment loss does not exceed the amount in the revaluation In measuring the expected credit loss, a provision matrix for trade receivables is used, taking into consideration various data surplus for that class of asset. to get to an expected credit loss (i.e. diversity of its customer base, appropriate groupings of its historical loss experience etc). (n) Comparative Figures At each reporting date, the company recognises the movement in the loss allowance as an impairment gain or loss in the Comparative figures have been adjusted to conform to changes in presentation for the current financial year where required Statement of Profit or Loss and Other Comprehensive Income. by accounting standards or as a result of changes in accounting policy. The carrying amount of financial assets measured at amortised cost includes the loss allowance relating to that asset. (o) Critical Accounting Estimates and Judgements

The director's evaluate estimates and judgements incorporated into the financial statements based on historical knowledge and best available current information. Estimates assume a reasonable expectation of future events and are based on current trends and economic data, obtained both externally and within the company.

40 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 19 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 20 41 Bendigo Primary Care Centre Bendigo Primary Care Centre Notes to the Financial Statements Notes to the Financial Statements For the Year Ended 30 June 2020 For the Year Ended 30 June 2020

Note 1. Summary of Significant Accounting Policies (continued) Note 1. Summary of Significant Accounting Policies (continued)

(o) Critical Accounting Estimates and Judgements (continued) (p) Fair Value of Assets and Liabilities

Key Estimates The company measures some of its assets and liabilities at fair value either on a recurring or non‐recurring basis, depending on the requirements of the applicable Accounting Standards. Impairment of assets "Fair value" is the price the company would sell an asset or would have to pay to transfer a liability in an orderly (i.e. The company assesses impairment at each reporting period by evaluating the conditions and events specific to the company unforced) transaction between independent, knowledgeable and willing market participants at the measurement date. that may be indicative of impairment triggers. Recoverable amount of the relevant assets are reassessed using the value‐in‐ use calculation which incorporates various key assumptions. As fair value is a market‐based measure, the closest equivalent observable market pricing information is used to determine fair value. Adjustments to market values may be made having regard to the characteristics of the specific asset or liability. Useful lives of property, plant and equipment The fair values of assets and liabilities that are not traded in an active market are determined using one or more valuation techniques. These valuation techniques maximise, to the extent possible, the use of observable markets. The company reviews the estimated useful lives of property, plant and equipment at the end of each annual reporting To the extent possible, market information is extracted from the principal market for the asset or liability (i.e. market with Identifying performance obligations under 5AASB 1 the greatest volume and level of activity for the asset or liability). In the absence of such a market, market information is extracted from the most advantageous market available to the entity at the end of the reporting period (i.e. the market that To identify a performance obligation under AASB 15, the promise must be sufficiently specific to be able to determine when maximises the receipts from the sale of the asset and minimises the payments made to transfer the liability, after taking into the obligation is satisfied. Management exercises judgement to determine whether the promise is sufficiently specific by account transaction costs and transport costs). taking into account any conditions specified in the arrangement, explicit or implicit, regarding the promised goods or services. In making this assessment, management includes the nature/‐type, cost/‐value, quantity and the period of transfer For non‐financial assets, the fair value measurement also takes into account a market participant's ability to use the asset in related to the goods or services promised. its highest and best use or to sell it to another market participant that would use the asset in its highest and best use.

Determination and timing of revenue recognition under AASB 15 The fair value of liabilities and the entity's own equity instrument (if any) may be valued, where there is no observable market price in relation to the transfer of such financial instrument, by reference to observable market information where For each revenue stream, the company applies significant judgement to determine when a performance obligation has been such instruments are held as assets. Where this information is not available, other valuation techniques are adopted and satisfied and the transaction price that is to be allocated to each performance obligation. where significant, are detailed in the respective note to the financial statements.

Annual leave (q) New Accounting Standards for Application in Future Periods

For the purpose of measurement, AASB 119: Employee Benefits defines obligations for short‐term employee benefits as An assessment of accounting standards and interpretations issued by the AASB that are not yet mandatorily applicable to obligations expected to be settled wholly before 12 months after the end of the annul reporting period in which the Bendigo Primary Care Centre and their potential impact on Bendigo Primary Care Centre when adopted in future periods is employees render the related service. The entity expects most employees will take their annual leave entitlements within 24 months of the reporting period in which they were earned, but this will not have a material impact on the amounts ‐ AASB 1060: General Purpose Financial Statements ‐ Simplified Disclosures for For‐Profit and Not‐for‐profit Tier 2 Entities recognised in respect of obligations for employees' leave entitlements. and associated amending Standards (applicable for annual reporting periods commencing on or after 1 January 2021). Early adoption is permitted. Long service leave calculation When effective, this Standard, which is a stand alone disclosure standard, will replace the current Reduced Disclosure The company assesses the long service leave liability in accordance with the requirements of AASB 119: Employee Benefits Requirements (RDR) Framework. Adoption is expected to result in more simplified disclosures compared to the current RDR and applies probability factors reducing the balance of the liability on employees' balances that have not reached their Framework. vesting period i.e. not entitled to be paid out as at 30 June 2020. The probability factors are increased as the respective employees' years of service increase and are provided for at 100% probability at vesting period (in accordance with There are no other accounting standards and interpretations issued by the AASB that are not yet mandatory to the company employment conditions). The probability rates have been determined based historical employee attrition data. in future periods.

42 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 21 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 22 43 Bendigo Primary Care Centre Bendigo Primary Care Centre Notes to the Financial Statements Notes to the Financial Statements For the Year Ended 30 June 2020 For the Year Ended 30 June 2020

2020 2019 2020 2019 Note 2. Revenue Note $ $ Note 3. Expenses Note $ $

Revenue from contracts with customers 2(a) 2,529,162 Depreciation of non‐current assets: Operating revenue 2(b) ‐ 2,497,875 Other sources of income 2(c) 303,773 245,296 ‐ plant and equipment 24,554 26,454 ‐ furniture and fittings 9,960 11,088 Total revenue and other income 2,832,935 2,743,171 ‐ medical equipment 23,215 23,616 ‐ computer equipment 30,158 29,028 (a) Disaggregated revenue Total depreciation of non‐current assets 87,887 90,186 The company has disaggregated revenue by the nature of revenue and timing of revenue recognition. Total employee benefits expense 1,941,467 2,025,894

Categories of disaggregation Auditor remuneration due or paid to the auditors Remuneration of the Auditors, Andrew Frewin Stewart for: State/Commonwealth government funding 347,713 ‐ ‐ auditing or reviewing the financial report 18,685 14,700 Funding from other organisations 83,678 ‐ ‐ preparation of financial statements 2,675 980 Consultation fees 796,480 ‐ Service fees and charges 1,301,291 ‐ Total auditor remuneration 21,360 15,680

Total revenue from contracts with customers 2,529,162 ‐ Note 4. Cash and Cash Equivalents

Timing of revenue recognition Current Services transferred to customers: Cash on hand 1,032 998 ‐ at a point in time 2,097,771 Cash at bank 468,125 423,569 ‐ over time 431,391 19 469,157 424,567 2,529,162 ‐ Note 5. Trade and Other Receivables (b) Funding and fee revenue Current State/Commonwealth government funding ‐ 269,449 Trade debtors 133,223 123,425 Funding from other organisations ‐ 88,950 Sundry debtors 1,827 3,402 Consultation fees ‐ 921,490 Less provision for expected credit losses (1,827) (3,402) Service fees and charges ‐ 1,217,986 Total trade and other receivables 19 133,223 123,425 Total funding and fee revenue ‐ 2,497,875 The following table shows the movement in lifetime expected credit loss that has been recognised for accounts receivable (c) Other sources of revenue and other debtors in accordance with the simplified approach set out in AASB 9.

Rental income 223,905 222,086 Other income 79,868 23,210

303,773 245,296

44 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 23 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 24 45 Bendigo Primary Care Centre Bendigo Primary Care Centre Notes to the Financial Statements Notes to the Financial Statements For the Year Ended 30 June 2020 For the Year Ended 30 June 2020

Note 5. Trade and Other Receivables (continued) 2020 2019 Note 7. Other Assets Note $ $ (a) Expected credit losses Prepayments 29,546 33,784 Opening Change in loss Amounts Closing Accrued income 2,745 45,081 balance 1 July allowance written off balance 2018 30 June 2019 Total other assets 32,291 78,865

Provision for expected credit losses (1,784) (1,618) ‐ (3,402) (i) Financial assets classified as other assets (note 19) (1,784) (1,618) ‐ (3,402) Total other assets 32,291 78,865 Prepayments (29,546) (33,784) Opening Change in loss Amounts Closing balance 1 July allowance written off balance Total financial assets classified as other assets 19 2,745 45,081 2019 30 June 2020 Note 8. Property, Plant and Equipment Provision for expected credit losses (3,402) 1,575 ‐ (1,827) Plant and Equipment (3,402) 1,575 ‐ (1,827) At cost 113,126 118,046 Less accumulated depreciation (66,804) (47,585) (b) Credit Risk 46,322 70,461 The company has no significant concentration of credit risk with respect to any single counterparty or entity of Furniture and Fittings counterparties other than those receivables specifically provided for and mentioned within this note. The main source of At cost 109,227 109,227 credit risk to the company is considered to relate to the class of assets described as trade and other receivables. Less accumulated depreciation (93,248) (83,288) 15,979 25,939 The company always measures the loss allowance for accounts receivables at an amount equal to lifetime expected credit loss. The expected credit losses on accounts receivable are estimated using a provision matrix by reference to past default Medical Equipment experience of the debtor and an analysis of the debtor's current financial position, adjusted for factors that are specific to the 194,357 192,680 debtors, general economic conditions of the industry in which the debtors operate and an assessment of both the current as At cost well as the forecast direction of conditions at the reporting date. Less accumulated depreciation (150,208) (126,993) 44,149 65,687 There has been no change in the estimation techniques used or significant assumptions made during the current reporting Computer Equipment period. At cost 104,390 87,101 Less accumulated depreciation (81,736) (51,578) The company writes off a receivable when there is information indicating that the debtor is in severe financial difficulty and 22,654 35,523 there is no realistic prospect of recovery (eg when the debtor has been placed under liquidation or has entered into bankruptcy proceedings) or when the trade receivables are over two years past due, whichever occurs earlier. None of the Total property, plant and equipment 129,104 197,610 accounts receivable that have been written off are subject to enforcement activities.

2020 2019 Note 6. Investments Note $ $

Term deposits 1,083,405 1,066,138

Total investments 19 1,083,405 1,066,138

46 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 25 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 26 47 Bendigo Primary Care Centre Bendigo Primary Care Centre Notes to the Financial Statements Notes to the Financial Statements For the Year Ended 30 June 2020 For the Year Ended 30 June 2020

Note 8. Property, Plant and Equipment (continued) 2020 2019 Note 10. Provisions Note $ $ Movements in carrying amounts: Current Right‐of‐use Provision for annual leave 97,645 89,482 Plant & Furniture & Medical Computer Plant & Provision for long service leave 68,108 64,272 Equipment Fittings Equipment Equipment Equipment Total $ $ $ $ $ $ 165,753 153,754 Balance at 1 July 2018 17,305 59,549 38,112 90,275 64,551 269,792 Additions 11,664 10,726 ‐ ‐ ‐ 22,390 Non‐Current Disposals ‐ (2,329) (1,085) (972) ‐ (4,386) Provision for long service leave 82,716 118,546 Depreciation expense (9,220) (17,234) (11,088) (23,616) (29,028) (90,186) Balance at 30 June 2019 19,749 50,712 25,939 65,687 35,523 197,610 Total provisions 248,469 272,300 Additions ‐ 1,408 ‐ 1,677 17,289 20,374 Disposals ‐ (993) ‐ ‐ ‐ (993) Provision for Employee Benefits Depreciation expense (10,987) (13,567) (9,960) (23,215) (30,158) (87,887) Balance at 30 June 2020 8,762 37,560 15,979 44,149 22,654 129,104 Provision for employee benefits represents amounts accrued for annual leave and long service leave.

The current portion for this provision includes the total amount accrued for annual leave entitlements and the amounts The company leases buildings to external parties with rentals payable monthly. These leases are classified as operating leases accrued for long service leave entitlements that have vested due to employees having completed the required period of as they do not transfer substantially all of the risks and rewards incidental to the ownership of the assets. service. Based on past experience, the company does not expect the full amount of annual leave or long service leave balances classified as current liabilities to be settled within the next 12 months. However, these amounts must be classified as current liabilities since the company does not have an unconditional right to defer the settlement of these amounts in the The table below represents a maturity analysis of the undiscounted lease payments to be received after the reporting date: event employees wish to use their leave entitlement. Current 1 to 2 years 2 to 3 years Total (< 1 year) The non‐current portion for this provision includes amounts accrued for long service leave entitlements that have not yet Undiscounted annual lease payments 211,328 211,328 211,328 633,984 vested in relation to those employees who have not yet completed the required period of service.

2020 2019 In calculating the present value of future cash flows in respect of long service leave, the probability of long service leave Note 9. Trade and Other Payables Note $ $ being taken is based upon historical data. The measurement and recognition criteria for employee benefits have been discussed in Note 1 (h). Trade creditors 32,642 8,914 Accrued expenses 46,010 113,078 2020 2019 Net GST payable 25,177 19,871 Note 11. Lease liabilities Note $ $ Accrued wages 83,516 111,984 Other payables 21,323 18,172 Current Lease liabilities 3,637 11,568 Total trade and other payables 19 208,668 272,019 Non‐current (i) Financial liabilities classified as trade and other payables (note 19) Lease liabilities 5,103 8,019 Total trade and other payables 208,668 272,019 Payable to the ATO (25,177) (19,871) Total lease liabilities 19 8,740 19,587

Total financial liabilities classified as trade and other payables 183,491 252,148 Lease liabilities are secured by the underlying lease assets.

48 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 27 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 28 49 Bendigo Primary Care Centre Bendigo Primary Care Centre Notes to the Financial Statements Notes to the Financial Statements For the Year Ended 30 June 2020 For the Year Ended 30 June 2020

2020 2019 Note 12. Equity Transferred In Note $ $ Note 15. Contingent Assets

Equity transferred in 262,393 262,393 The company's directors are not aware of any contingent assets as at the date of signing this financial report.

Upon transition of the business from the Monash Primary Care Clinic to Bendigo Primary Care Note 16. Contingent Liabilities Centre on 24 October 2011, assets were transferred to the new business from Monash at fair value. The company's directors are not aware of any contingent liabilities as at the date of signing this financial report.

Note 13. Cash Flow Information Note 17. Key Management Personnel Compensation

(a) Reconciliation of cash Post‐ Short‐term employment Other long‐ Cash at bank 4 469,157 424,567 benefits benefits term benefits Total Term deposits 6 1,083,405 1,066,138 $ $ $ $ 2020 1,552,562 1,490,705 Total compensation 169,062 10,062 ‐ 179,124 2019 (b) Reconciliation of surplus/(deficit) to net cash provided by operating activities Total compensation 146,031 8,691 ‐ 154,722

Surplus/(deficit) 98,388 (118,107) Note 18. Related Party Transactions ‐ cumulative impact of adoption of AASB 15 (43,784) ‐ The premises from which Bendigo Primary Care Centre operates is leased from Bendigo Health Care Group for $1 per Non cash items: annum. Bendigo Health Care Group are the founding organisation of Bendigo Primary Care Centre, with a number of ‐ depreciation 87,887 90,186 directors also working at Bendigo Health.

Changes in assets and liabilities: The lease agreement was signed on 20 August 2018 and will expire on 30 June 2032, at which point it is expected that ‐ (9,798) 48,887 (Increase)/decrease in trade and other receivables Bendigo Primary Care Centre will be required to make good the building in line with the terms of the lease agreement. ‐ (Increase)/decrease in other assets 46,574 (11,533) ‐ Increase/(decrease) in trade and other payables (63,351) (135,554) Any further transactions between related parties are on normal commercial terms and conditions no more favourable than ‐ (23,831) 70,397 Increase/(decrease) in provisions those available to other persons unless otherwise stated.

Net cash flows provided by/(used in) operating activities 92,085 (55,724)

Note 14. Capital and Leasing Commitments

(a) Finance Lease Commitments

Non‐cancellable finance leases contracted for: Payable ‐ minimum lease payments ‐ no later than 12 months ‐ 11,568 ‐ between 12 months and 5 years ‐ 8,019 ‐ greater than 5 years ‐ ‐ ‐ 19,587

(b) Capital Expenditure Commitments

Bendigo Primary Care Centre had no capital expenditure commitments at 30 June 2020.

50 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 29 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 30 51 Bendigo Primary Care Centre Bendigo Primary Care Centre Notes to the Financial Statements Notes to the Financial Statements For the Year Ended 30 June 2020 For the Year Ended 30 June 2020

Note 19. Financial Risk Management Note 21. Members Guarantee and Constitutional Conditions

The company's financial instruments consist mainly of deposits with banks, local money market instruments, short‐term The company is incorporated under the Corporations Act 2001 and is an entity limited by guarantee. If the company is investments, accounts receivable and payable, and leases. wound up, the Constitution states that each member is required to contribute a maximum of $50 each towards meeting any outstanding's and obligations of the company. At 30 June 2020 the number of members was 3 (2019: 3). The carrying amounts for each category of financial instruments, measured in accordance with AASB 9 as detailed in the accounting policies to these financial statements, are as follows: The Bendigo Primary Care Centre company (clause 4) prohibits the distribution of income or assets to members and (clause 36) prohibits any payment to a member of any asset or residual value to members on dissolution of the company. 2020 2019 Note $ $ Note 22. Registered Office/Principal Place of Business

Financial assets The registered office of the company is: The principal place of business is: Cash and cash equivalents 4 469,157 424,567 Bendigo Primary Care Centre Limited Bendigo Primary Care Centre Limited Receivables 5 133,223 123,425 123 Arnold Street 123 Arnold Street Investments 6 1,083,405 1,066,138 BENDIGO VICTORIA 3550 BENDIGO VICTORIA 3550 Other assets 7(i) 2,745 45,081

Total financial assets 1,688,530 1,659,211

Financial liabilities Trade and other payables 9(i) 183,491 252,148 Lease liabilities 11 8,740 19,587

Total financial liabilities 192,231 271,735

Bendigo Primary Care Centre considers the carrying amount of financial instrument assets and liabilities recorded in the financial statements to be a fair approximation of their fair values because of the short‐term nature of the financial instruments and the expectation that they will be paid in full.

Note 20. Events after the Reporting Period

The COVID‐19 pandemic has created unprecedented economic uncertainty. Actual economic events and conditions in the future may be materially different from those estimated by Bendigo Primary Care Centre at the reporting date. As responses by government continue to evolve, management recognises that it is difficult to reliably estimate with any degree of certainty the potential impact of the pandemic after the reporting date on Bendigo Primary Care Centre, its operations, its future results and financial position. The state of emergency in Victoria was extended on 11 October until 8 November 2020 and the state of disaster is still in place.

No other matters or circumstances have arisen since the end of the financial year which significantly affected or may affect the operations of the Bendigo Primary Care Centre, the results of the operations or the state of affairs of Bendigo Primary Care Centre in the future financial years.

52 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 31 Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 32 53 Bendigo Primary Care Centre Director's Declaration

The directors of the company declare that, in the director's opinion:

1 The financial statements and notes, as set out on pages 7 to 32, are in accordance with the Australian Charities and Independent auditor’s report to the members of Bendigo Primary Care Centre Not‐for‐profits Commission Act 2012 and: Limited

a. comply with Australian Accounting Standards ‐ Reduced Disclosure Requirements; and Report on the audit of the financial statements b. give a true and fair view of the company's financial position as at 30 June 2020 and of its performance for the year ended on that date. Our opinion In our opinion, the financial report of Bendigo Primary Care Centre Limited, is in accordance with the 2 There are reasonable grounds to believe that the company will be able to pay its debts as and when they become Australian Charities and Not‐for‐profits Commission Act 2012, including: due and payable. i. giving a true and fair view of the company’s financial position as at 30 June 2019 and of its performance This declaration is signed in accordance with subsection 60.15(2) of the Australian Charities and Not‐for‐profits Commission for the year ended on that date and Regulation 2012 . ii. complying with Australian Accounting Standards ‐ Reduced Disclosure Requirements and the Australian Charities and Not‐for‐profits Commission Regulations 2013.

Leigh Watkins What we have audited Bendigo Primary Care Centre Limited’s (the company) financial report comprises the: Dated this 29th day of October 2020  Statement of financial position as at 30 June 2019  Statement of profit or loss and other comprehensive income for the year then ended  Statement of changes in equity for the year then ended  Statement of cash flows for the year then ended  Notes comprising a summary of significant accounting policies and other explanatory notes  The directors' declaration of the entity.

Basis for opinion We conducted our audit in accordance with Australian Auditing Standards. Our responsibilities under those standards are further described in the Auditor’s Responsibilities for the Audit of the Financial Report section of our report.

We believe that the audit evidence we have obtained is sufficient and appropriate to provide a basis for our audit opinion.

Other information The company may prepare an annual report that may include the financial statements, director’s report and declaration and our audit report (the financial report). The annual report may also include “other information” on the entity’s operations and financial results and financial position as set out in the financial report, typically in a Chairperson’s report and reports covering governance and other matters.

The directors are responsible for the other information. An annual report has not been made available to us as of the date of this auditor's report.

Our opinion on the financial report does not cover the other information and accordingly we will not express any form of assurance conclusion thereon.

Bendigo Primary Care Centre Limited Annual Report 2019-2020 | 33 Our Partners

We are proud of the depth and breadth of our meaningful and mutually Our responsibility is to read the other information identified above when it becomes available and, in doing so, consider whether the other information is materially inconsistent with the financial report or our beneficial partnerships we have again nurtured and fostered this knowledge obtained in the audit, or otherwise appears to be materially misstated. financial year.

If we identify that a material inconsistency appears to exist when we read the annual report (or become Our valuable partners help us work towards our goal to improve the aware that the other information appears to be materially misstated), we will discuss the matter with the coordination of care for our community. directors and where we believe that a material misstatement of the other information exists, we will request management to correct the other information.

Independence In conducting our audit, we have complied with the independence requirements of the Australian Charities and Not‐for‐profits Commission Act 2012.

Directors’ responsibility for the financial report The directors of the company are responsible for the preparation of the financial report that gives a true and fair view in accordance with Australian Accounting Standards ‐ Reduced Disclosure Requirements and the Australian Charities and Not‐for‐profits Commission Act 2012 and for such internal control as the directors determine is necessary to enable the preparation of the financial report that is free from material misstatement, whether dueo t fraud or error.

In preparing the financial report, the directors are responsible for assessing the company’s ability to continue as a going concern, disclosing as applicable, matters related to going concern and using the going concern basis of accounting unless the directors either intend to liquidate the company or cease operations, or have no realistic alternative but to do so.

Auditor’s responsibility for the audit of the financial report Our objectives are to obtain reasonable assurance about whether the financial report as a whole is free from material misstatement, whether due to fraud or error, and to issue an auditor’s report that includes our opinion. Reasonable assurance is a high level of assurance, but is not a guarantee that an audit conducted in accordance with the Australian Auditing Standards will always detect a material misstatement when it exists. Misstatement can arise from fraud or error and are considered material if, individually or in aggregate, they could reasonably be expected to influence the economic decisions of users taken on the basis of this financial report.

A further description of our responsibilities for the audit of the financial report is located at the Auditing and Assurance Standards Board website at: http://www.auasb.gov.au/home.aspx. This description forms part of our auditor’s report.

Visit us at: Andrew Frewin Stewart Adrian Downing 61 Bull Street, Bendigo, 3550 Lead Auditor bendigoprimarycarecentre.com.au Dated this 29th day of October 2020

Bendigo Primary Care Centre Limited Annual Report 2019-2020 Bendigo Primary Care Centre Limited Annual Report 2019-2020 bendigoprimarycarecentre.com.au