Timboon and District Healthcare Service quality of care
report 2013/2014
2013-2014 quality of care report 1 contents Preparing this Report 1 Welcome 23 Standard 5: Patient Identification and Procedure 2 Our Rural Health Service Timboon and District Healthcare Matching 3 Overview of Our Services to Service’s Quality of Care 25 Standard 6: Clinical Handover Report has been compiled from the Community 26 Standard 7: Blood and Blood contributions by a diverse group 5 Standard 1: Governance Products of staff dispersed throughout for Safety and Quality in the organisation with input Health Service Organisations 28 Standard 8 Preventing and Managing Pressure Injuries from volunteers and community 11 Standard 2: Partnering with members. We are confident that Consumers 29 Standard 9 Recognising and this report gives a comprehensive Responding to Clinical 20 Standard 3: Preventing and overview of our services provided Deterioration in Acute Health Controlling Healthcare to consumers throughout 2013- Care Associated Infections 2014. 30 Standard 10 Preventing Falls 22 Standard 4: Medication Safety and Harm from Falls
Community Health Clients by Township Inpa%ent Numbers by Township Number of Inpatients by Township Number of Community Health Clients by Township
Timboon /Nullawarre 275 Timboon /Nullawarre 461 Timboon /Nullawarre Scotts Creek Timboon /Nullawarre 29 Scotts Creek 30 Sco2s Creek Port Campbell / PrincetownSco2s Creek 47 Port Campbell / Princetown 74 Port Campbell / Princetown Peterborough Port Campbell / Princetown21 Peterborough 30 Peterborough Peterborough Cobden / Simpson Cobden / Simpson 99 Cobden / Simpson Cobden / Simpson333 Camperdown Camperdown 2 Camperdown Camperdown35 Terang / Corangamite North Terang / Corangamite North Terang / Corangamite North 4 Terang / Corangamite North 4 Colac Otway Shire Colac Otway Shire Colac Otway Shire Moyne Shire 10 Colac Otway Shire Moyne Shire6 Moyne Shire Warrnambool 18 Moyne Shire Warrnambool10 Other Victoria including Melbourne Other Victoria including Melbourne Warrnambool Not Stated 17 Warrnambool 6 Interstate / Overseas Other Victoria including Melbourne 9 Other Victoria including Melbourne 8 Interstate / Overseas 5 Not Stated 34 Vision Values To be a leader in rural health care providing a Accountable consumer centred, multi-disciplinary service, We show pride, enthusiasm and dedication in everything responding to the needs of our community. that we do. We ensure quality patient care and use resources appropriately. We accept professional responsibility for all our decisions and actions. Excellence We create opportunities for education and are committed Mission to continuous development. We enable everyone to make To provide a consumer-centred, multi- knowledge-based decisions for service excellence. disciplinary, quality healthcare service working collaboratively within the regional Respectful health system to promote and provide for a We consult and collaborate with others and respect the comprehensive range of services supporting diverse knowledge and skills of our partners, working as health and wellbeing throughout the a team we ensure the best inter-professional patient care. continuum of life via centre and community- We are courteous and respectful to patients, families and based models of care. each other. Integrity We engage others in a respectful, fair and ethical manner, fulfilling our commitments as professionals and employees. We ensure the highest degree of dignity, equity, honesty and trust.
Compassion We will accept people as they are and display kindness and sensitivity to them. Back cover: Geoff Drayton and his daughter 2 TimboonLinda & Berry District with Healthcare great grandaughter Service – In Ella partnership Drayton with Our Community welcome
We are delighted to present the 2013-2014 Quality Timboon and District Healthcare Service is committed to of Care report for Timboon and District Healthcare consumer participation. We have an active Community Service. At Timboon and District Healthcare Service, Participation in committees and we regularly review our patients, residents and clients are the focus of feedback from patients. We exist to provide you with the everything we do. Staff and patients are constantly best possible care, and what you tell us matters. By listening reminded of our commitment to this through our values to feedback, we have been able to make changes to what of Accountable, Excellence, Respectful, Integrity and we do and how we do it. It is an essential component in our Compassion. quality management process.
Timboon and District Healthcare Service has an ongoing This Quality of Care Report is a means through which we commitment to improving and enhancing the quality can inform the community about our various services – and safety of the healthcare we provide to our diverse Primary care services, Acute hospital services, Residential community. This report outlines what we have done over Aged Care, Urgent care and Community services. the past year to meet the National Standards for high The report contains information on standards and quality, safe healthcare that have been developed by the benchmarks and how Timboon and District Healthcare Australian Commission on Safety and Quality in Health Service measures up against those requirements. It also Care and incorporated into the Australian Council on Health highlights many of the projects and activities we have Care Standards (ACHS) accreditation requirements. It is undertaken over the past 12 months to enhance the quality with great pleasure that we can relate Timboon and District of care provided at Timboon and District Healthcare Service. Healthcare Services’ success in the review undertaken Most importantly, this report contains many interesting by ACHS in August 2013 that led to us achieving a very stories on the people who use our services and on the satisfying result across the organisation including 17 Met staff who provide the care to our patients. I hope you enjoy with Merit acknowledgements, recognising the dedicated reading them as much as we enjoy sharing them with you. work by all our staff and volunteers.
In this regard, we aim to constantly improve our services to ensure that we continue to provide quality healthcare outcomes for all patients, residents, clients and their families. Our staff are passionate about the quality of care provided and this is reflected in our vision and values. Every day our staff demonstrate their Respect, Compassion, Integrity, Excellence and Accountability skills as they strive John Renyard Gerry Sheehan to achieve ‘Excellence in healthcare’. Chair Board of Management Chief Executive Officer
Board of Management Chair John Renyard (left) with CEO Gerry Sheehan.
2013-2014 quality of care report 1 Our Rural Health Service
Timboon and District Healthcare higher than other areas in regional About Timboon and District Service provide services Victoria but lower than average for Our catchment area of the southern within the southern half of the both Victoria and Australia. The half of the Corangamite Shire Corangamite Shire and the Timboon and district area has 3% extends from Cobden in the north south eastern section of Moyne unemployment. Timboon and District to the Great Ocean Road coastline, Shire. Key towns within the Healthcare Service is an integrated which encompasses the tourist catchment area include Timboon, health service administered under icon of the Twelve Apostles. The Cobden, Simpson, Nullawarre, the multi-purpose service model of area provides diverse employment Port Campbell, Princetown and care for rural health services. through a range of primary Peterborough. Timboon and District Healthcare industries, with dairying being most This area comprises a catchment Service provides acute, residential predominant along with tourism population of approximately 7700 and community aged care and a along the coast. Timboon, although with 50.1% male and 49.9% comprehensive suite of primary care a small town of some 1000 provides female. The age demographics of services. Acute and residential aged a service hub for the southern part the catchment largely mirror that of care services are provided within 14 of the catchment and Cobden Victoria as a whole but unlike many flexible beds and a 6 day-stay bed serves the northern most section of small rural communities, we do not complex with an operating theatre the catchment area. have a larger than average aged suite and urgent care centre. Primary population. Our catchment has a care services are provided both in high percentage of 10-14 year-olds, house within the community health as well 45-49 year-old residents, services wing and externally through with lower numbers of 20-24 year- community outreach programs. The olds. Our future projections are for a Timboon and District Healthcare rapidly ageing population. Service jointly manage the Timboon Within the population 0.1%, or seven Medical Clinic and contract General individuals, are of Aboriginal of Torres Practitioners, these facilities being Strait Islander descent, 7.5% of our adjacent to the Health Service. population were born overseas, Timboon and District Healthcare with 0.2% stating that they do not Service is a partner in the speak English well. The top three Corangamite Health Collaborative birthplaces outside Australia were with Terang, Cobden and South United Kingdom, New Zealand and West Healthcare Camperdown the Netherlands. A total of 42% of Campus. The model aims to residents currently own their homes coordinate service provision across outright, 30% are in the process of the Corangamite Shire improving purchasing their homes and 22% are workforce and service opportunity renting their homes either publicly or in a collaborative approach. privately. Our social demographic SEIFA index of disadvantage is 986, which is
Nullawarre
Peterborough
VICTORIA
2 Timboon & District Healthcare Service – In partnership with Our Community Overview of our services to the community
URGENT CARE CENTRE GENERAL SURGERY AND admission to long term residential Timboon and District Healthcare DIAGNOSTIC PROCEDURES care. The program continues to Service operate a 24-hour, seven- Visiting medical and surgical specialists ensure community care workers day-a-week urgent care centre. Acute provide quality care for our community have the most up to date information clinical staff have provided care to catchment and surrounding areas. and knowledge to pass onto their 2599 patients who have presented to Our communities receive significant consumers. This occurs via fortnightly the urgent care centre in the past 12 physical, mental, social and financial one on one support meetings and months. This equates to 7.1 patients benefits by having access to expert quarterly whole of staff meetings per day. Acute ward nursing staff specialist services close to home. An where new information, challenges, work collaboratively with our general investigative procedure or non-urgent OHS, client and worker wellbeing is practitioners, nurse practitioners and surgery was provided to 195 patients discussed. ambulance officers to meet patient care needs in the areas of assessment, consultation, treatment and referral. PALLIATIVE CARE ASSESSMENT AND During 2013/2014 a new clinical care CASE MANAGEMENT pathway for palliative care has been An increased emphasis on ACUTE CARE implemented. This pathway ensures assessment, case management Acute care services at Timboon and that care is delivered efficiently and and goal centred care planning District Healthcare Service have effectively with the patients consent utilising the Active Service Model remained active over the past 12 and joint goals are achieved. has occurred during the past twelve months with nursing/medical staff months. All 331 Home and Community caring for 524 admissions. The Care Assessment clients have an average length of stay per admission RESIDENTIAL AGED assessment plan that meets this is currently 2.65 days. Of the 524 AND RESPITE CARE model. Clients are reviewed on a 3, 6 admissions, the three permanent Timboon and District Healthcare or 12 monthly basis depending on their general practitioners and nursing staff Service dedicate 4 beds to high level of need. All new clients have also cared for 94% of patient presentations care residents and 3 beds towards had a more vigorous home visit safety at the healthcare service, with 6% of respite. There were a total of 8 screening to ensure worker safety. patient presentations requiring transfer residents and 47 respite clients who to a higher level of care (intensive, were accommodated during the past coronary or specialist referral) at a 12 months. This equated to 98% DISTRICT NURSING regional or metropolitan hospital. occupancy of available bed days of During 2013/2014 the District Nursing permanent high aged care and 92% Service experienced a busy year with occupancy of respite care bed days, 1953 hours of service, to 209 clients, MATERNITY SERVICES both high and low care. Respite client providing professional assistance for a In July 2013 an 18 month moratorium placement is coordinated through wide range of needs. These services was put on birthing services at the Respite Barwon South West include assessment, pathology Timboon and District Healthcare and Carelink Service and we work in collection, disease education, health Service due to reduced birthing association with the Regional Aged promotion and hygiene assistance. numbers creating concerns regarding Care Assessment team to make sure Some people need help for a short quality of care, whilst consultation clients are appropriately assessed prior time after an injury or hospital stay, occurred on its feasibility. During this to access to aged care services. with 20% of our visits for postoperative time, Timboon and District Healthcare wound care. We gained a 90% Service created a Community Midwife satisfaction rate from our client position. A visiting obstetrician is HOME AND COMMUNITY CARE satisfaction survey at the end of 2013. available through the Monthly Outreach SERVICES Obstetrician Clinic - On Site for those The Home and Community Care women referred by the midwife or program provides care and support general practitioner and collaborates services to frail older people, younger with the midwifery team in planning people with disabilities and their client management. A total of 181 carers residing in the community, visits were provided in antenatal and allowing them to remain in their home domiciliary care. in a supported environment rather than a premature or inappropriate
2013-2014 quality of care report 3 Overview of our services to the community
PLANNED ACTIVITY GROUPS management and allows Timboon and YOUTH PROGRAM AND NATIONAL RESPITE District Healthcare Service to respond Youth Services continue to be an CARERS PROGRAM to community needs. The positions of important part of our community Physiotherapist, Dietician and Speech health focus. Timboon and District The Planned Activity Groups operate Pathologist are now employed full time Healthcare Service filled this position twice weekly at Timboon and Cobden by Timboon and District Healthcare partway through the year and services and provide an opportunity for Service. Also during the 2013/2014 have focused on supporting students older members of the community year there has been part time at school but also youth in our to socialise and participate in a recruitment of Social Work, Youth work community and catchment. There have range of activities and outings and Health Promotion which had been been some very successful events while encouraging participants to vacant for varying lengths of time. for youth within the shire and we look remain active and involved. This forward to improving these over the year there has been an emphasis Due to the increased workforce and coming years. Some of the successful on making necessary paperwork demand of clients requiring multiple events have included holiday movie more efficient and thus enabling the services and thus client management, nights, drama and building resilience implementation of goal directed care the employment of a Primary Health programs. planning to promote group members Access Advisor has occurred. This independence. The five hour program position is the first point of contact also offers carer respite, funded by the for any allied or community health ORAL HEALTH PROGRAM National Respite Carers Program, on appointment/services. This is to ensure Timboon and District Healthcare Fridays in Timboon. that the clinician has all the information required prior to appointments but Service offers a holistic Oral health most importantly it ensures the program, this includes public dental which is offered on a weekly basis FITNESS AND REHABILITATION consumer receives the service that is to all health care card holders and PROGRAMS most appropriate. provides a preventative and general A total of 15 weekly classes are dental treatment as well as a referral offered to the community of Timboon service. This service is provided through the Exercise and Rehabilitation HEALTH PROMOTION PROGRAM by South West Healthcare Dental Program. With a particular emphasis Health Promotion programs have Program. A private dental service is on supporting older adults, the aims played a key role in health prevention provided by Dr. Donna Mercado on a of the program include maintaining in the Timboon and district community fortnightly basis. This service continues and improving participants’ strength, during 2013/2014. Our focus has been to be very valuable to community’s mobility, falls risk, balance and on the two key health determinants of oral health needs. To meet oral health encouraging social connectedness. Obesity and Mental Health. The rates prevention needs, the ‘Smiles 4 Miles’ Programs include Tai Chi, Strength for these two determinants within the program continues to be provided Training, Balance Plus, Gentle Corangamite catchment are well above to all Kindergartens and Childcare Exercise, Stepping Stone, Heartmoves the State averages. Timboon and Services within the Timboon district. and Rehabilitation. Classes for pre and District Healthcare Service continues This program includes parent and child post natal women are also offered. to work in partnership as part of the Heart of Corangamite Network education on oral health and direction whose major focus is on reducing to available dental programs. COMMUNITY HEALTH SERVICES early childhood obesity and increasing A range of staff and contracted Allied physical activity. This network Health services are provided to the continues to drive health promotion Timboon and district community. activities which are delivered within the They are an integral part of the multi- school, early childhood and the wider disciplinary team approach providing community. Successful activities have services to both inpatients and included ‘the food revelation’, healthy community clients. Their role includes eating at school and cooking for one. clinical treatment, education and health Timboon and District Healthcare promotion. Service is currently embarking on a In the 2013/2014 year there was a staff health and wellbeing program decision to increase services and which hopefully, when completed, will directly employ allied health staff. This be rolled out into the wider community allowed greater flexibility, waiting list workforce in following years.
4 Timboon & District Healthcare Service – In partnership with Our Community Standard 1: Governance for Safety and Quality in Health Service Organisations Compliance with Victorian Clinical Governance Policy Framework
The governance of clinical care occurs within the context of the broader governance of the health service board of management and includes the areas of financial and corporate functions, setting strategic direction, managing risk, improving performance and ensuring compliance with statutory requirements. Governance of an organisation occurs at all levels and requires a program of review and improvement of internal processes and outcomes at every level from the board, the executive staff, the management team, clinicians and non-clinical staff.
The clinical governance framework focuses on the domains of quality and safety and includes: • Consumer participation; • Clinical effectiveness; • An effective workforce, and; • Risk management.
2013-2014 quality of care report 5 Health Service Accreditation
Type of Accreditation Outcome
Australian Council of Healthcare Full accreditation status received – four (4) years provided in 2013 until 24 Standards (EQuIP National) October 2017 • Periodic Review in 2011; • Supported Self-Assessment in 2012 endorsed ongoing accreditation; • A self-assessment, across all Functions, Standards and Criterion was submitted in October 2012; • Organisational Wide Survey conducted against EQuIP National in August 2013. Timboon and District Healthcare Service obtained full accreditation and met all mandatory and developmental standards in this accreditation process. We received: Standard SM MM Total Overall Standard 1 47 6 53 Met Standard 2 11 4 15 Met Standard 3 37 4 41 Met Standard 4 37 0 37 Met Standard 5 9 0 9 Met Standard 6 11 0 11 Met Standard 7 23 0 23 Met Standard 8 23 1 24 Met Standard 9 20 0 20 Met Standard 10 18 2 20 Met Total 236 17 253 Met Satisfactorily Met – Actions required have been achieved Met with Merit – In addition to achieving actions required, measure of good quality and a higher level of achievement are evident.
Community Care Common • In August 2013 the Service’s HACC programs were surveyed against the Standards National Community Care Common Standards; a self-assessment was completed in preparation for the survey; (Home and Community Care) • The last assessment undertaken against National Community Care Common Standards occurred in 2009 with a rating of 19.20 out of 20; • Results from August 2013 assessment demonstrated that Timboon and District Healthcare Service met all 3 Common Care Standards.
National Respite for • The Commonwealth Department of Health and Ageing reviewed the Carers Program (NCRP) NRCP program last in 2009; • The programs successfully met the standards at the time of the review; • An Accreditation survey was undertaken by the Commonwealth Department of Health & Ageing in October 2013 against the National Community Care Common Standards; • Results from October 2013 assessment demonstrated that Timboon and District Healthcare Service met all 3 Common Care Standards.
6 Timboon & District Healthcare Service – In partnership with Our Community The Board Quality and Risk Management Committee
This committee is used to assist The Committee operates in framework. The committee meets Timboon and District Healthcare accordance with Timboon and bi-monthly as a subcommittee of the Service in fulfilling its responsibility District Healthcare Service’s strategic Board of Management. During the year for ensuring the continuous direction and the safety, quality and four Quality and Risk management provision of high quality and safe risk management system which forms meetings occurred. patient care. our quality and risk management
RiskManQ System
Timboon and District Healthcare incident management, feedback and • To have a RiskmanQ update at Service decided to adopt the quality reporting. annual mandatory training updates – RiskmanQ has been added to RiskManQ Management system In July 2013, an evaluation of the the mandatory training calendar during the 2011/2012 year. RiskmanQ system was conducted The RiskManQ Management system to see how staff were managing and • To provide training to staff in each enables the reporting and capturing of if further education in the RiskmanQ area of RiskmanQ via organisation reactive risk management practices of system was necessary. Results from Education Calendar incident management and complaints the evaluation indicated the following reporting along with the proactive improvements were necessary: risk and quality planning activities. • To provide all new staff with login The benefits to the organisation of and password to the RiskmanQ the RiskManQ system have enabled system - this has been rectified decreased time from incident to report, with staff notification to the quality easier reporting and analysis plus a coordinator during the orientation single system for risk management, process
Clincial Governance
To continue to monitor and safeguarding high standards of care, review clinical services a clinical by creating an environment in which governance framework was excellence in clinical care will flourish. established. This framework is supported by a clinical governance committee which Clinical Governance is a framework meets monthly focusing on clinical through which organisations are review, policy review, innovation and accountable for continuously improving compliance with ACHS EQuiP National the quality of their services and Standards.
2013-2014 quality of care report 7 Clincial Governance
My Experience with Timboon and District Healthcare Service – Nancy Johnson – Board Member
Before moving to Timboon, my family and I lived a very nomadic life, living in ten locations in ten years, including Port Hedland, Broken Hill and London. I have held various accounting and finance roles with BHP Billiton and CMA-CGM. We moved to the region for my husband’s work, with the plan of living in Warrnambool and only staying 18 months. On discovery of Timboon our plans have definitely changed. Five years later our two children attend Timboon P12 School; we have built a house and have been welcomed as members of the community. I have held positions on committees including the Timboon and District Kindergarten and two playgroups. I regularly assist at Timboon P12 School and am currently the Chair of the Corangamite Shire Council Audit Committee. My first experience with Timboon and District Healthcare Service was two weeks into my life in Timboon. Taking my 14 month old son, who was struggling to breathe with asthma, to the hospital on a Saturday night. I was not sure whether they would be able to assist. I was relieved to find very
helpful and caring nursing staff and a member Nancy Johnson with her two children Board doctor on call. When approached a year later to become a member on the Board I was honoured to join and give back to the community that was so political and fiscal environment it best healthcare facilities possible for welcoming to my family and I. Being a is always a challenge to meet the the community. stay at home mum, joining the Board budgetary constraints and manage The last four years on the Board have gave me a great opportunity to use my strategic, operational and clinical risk been a very rewarding and enjoyable financial knowledge and experience. whilst maintaining and maximising the experience. I am looking forward to welfare of the community. Working with fellow Board Members the future of Timboon and District I have embraced the opportunity to As a member of the Board I don’t see Healthcare Service. The organisation continuously improve the organisation. my role to be any more important to has an exceptional team of employees As a Board we have great breadth and the success of Timboon and District that all show an outstanding depth of knowledge and experience. Healthcare Service than that of the commitment and enthusiasm to There is a high level of respect other 186 active volunteers. We, as ensuring that Timboon and District amongst Board Members and I believe an organisation, are very lucky to be a Healthcare Service can be all that it we always conduct ourselves with part of such a committed community. I can be and more. integrity and with the interests of the think it is important that the Healthcare community at heart. In the current Service always strives to achieve the
8 Timboon & District Healthcare Service – In partnership with Our Community Staff Credentialling
Timboon and District Healthcare As of 30 June, 2014: • All medical staff were appropriately credentialed and registered Service verify the credentials of all • All registered and enrolled nurses through AHPRA; registered practitioners annually had registration through AHPRA; through public access websites • All staff had a police check. and via staff presentation of their • All allied health staff were registrations. appropriately registered through AHPRA;
General Staff Meeting
During 2013/2014 the ‘whole-of- Timboon and District Healthcare Minutes of these meetings are staff’ meeting (which was initiated Service had six ‘whole-of-staff displayed in the staff tea room and during 2011 and is held bi-monthly) meetings’ during 2013/2014, with an emailed to staff, for those unable to continued to occur. average attendance of 27% of staff. attend.
This meeting enables the Chief This equated to Executive Officer, Directors and staff 30th July 2013 - 29 staff to communicate and discuss relevant 8th October 2013 - 22 staff Timboon and District Healthcare 3rd December 2013 - 21 staff Service business. 4th February 2014 - 22 staff 1st April 2014 - 23 staff 3rd June 2014 - 29 staff.
People Matter Survey
The People Matter Survey measures Results of our last survey concluded: and a range of aspects of workforce • Our staff consider human rights • Staff received help and support culture and climate in the Victorian when making decisions and from other members of their public sector. providing advice, workgroup. • Understand how the Charter of Future Improvement opportunities The survey focuses on employees’ Human Rights and Responsibilities have been identified around issues perspectives on the application of the applies to their work, which include: public sector values and employment • Staff felt the organisation provides • Feedback, principles. The survey also measures high quality services to the • Bullying, and other aspects of the workplace such Victorian community, • Commitment and Retention. as job satisfaction and workplace • Staff felt comfortable in reporting wellbeing. This survey is completed by any patient safety concerns, the organisation every second year. • Staff indicated that they don’t see gender as a barrier to success,
Service Awards
Timboon and District Healthcare Staff recognised for reaching Service have many staff who have milestones in the 2013/2014 financial served the Healthcare Service for year includes: many years. Monica Easterbrook - 35 years Amanda Nash - 30 years
2013-2014 quality of care report 9 Have Your Say
At Timboon and District Healthcare Feedback, good and bad, from The forms are part of a brochure Service we are committed to consumers provides unique explaining the processes. The providing a high quality of care to information about their needs and the brochure was reviewed in July 2013 our consumers. quality of care and services that they with the assistance of a group of receive. “Concern or Compliments consumers. They suggested some To help us to evaluate our progress Forms” are available throughout the changes to make the brochure more clients are asked to give feedback facility. They can be found in the Acute useful and we have since had those via our concerns and compliments Hospital at the Nurse’s Station, at the redeveloped to include all of the process. There are a number of ways Front Reception and regularly provided suggested changes. to make a suggestion, share an idea or to our community clients. make a complaint regarding our level of care and services.
Compliment / Complaint Data
“What a fantastic place to be sick, the staff are excellent, service is great and food fantastic.” “During my most recent stay in your hospital, I was most favourably impressed by the standard of care.” “We would like to say a big thankyou to the wonderful staff, the nurses for their visits and the meals on wheels, it is all a good help.”
Compliment and Complaint data presented by months for 2013 -2014 financial year, the high number of complaints in December, January and February was due to our home maintenance staff leave over the Christmas holiday period and reduced lawn mowing capacity.
My Experience with Timboon and District Healthcare Service – Kate Sloane, Nurse Practitioner
The Nurse Practitioner model to be treated in Timboon and then commenced at Timboon and District discharged. The Nurse Practitioners Healthcare Service in June of last year. have admission privileges at Timboon It had been identified that there was a and can admit, if necessary. If the gap in service provision as the General patient requires transfer to higher level Practitioners were no longer available care this is able to be arranged as to cover the Urgent Care Centre at normal. all times after hours. The model was The Nurse Practitioners are able to developed with the financial support prescribe some medications, and of the Department of Health, through order x-rays and pathology tests. They their Nurse Practitioner program. are able to undertake procedures such
Two experienced Emergency Nurse as suturing and plastering, and can Nurse practitioner Kate Sloane Practitioners are providing a locum refer on to specialists if necessary. service which covers some of these They do not replace the need to have gaps. The Nurse Practitioners see General Practitioners but are able to work closely with the Timboon General patients who present to Urgent Care, offer an adjunct that enhances the Practitioners and Registered Nurses and care for the inpatients in the emergency care provided at Timboon who have been very supportive of the ward. In many cases patients are able and District Healthcare Service. They initiative.
10 Timboon & District Healthcare Service – In partnership with Our Community Standard 2: Partnering With Consumers Consumer, Carer and Community Participation – Doing it with us not for us: Strategic Direction 2012/2013
Timboon and District Healthcare Target Score Service demonstrates a commitment to consumer, carer and 75% 75% community participation appropriate Numerator – The number of strategies implemented 6 to its diverse communities. Denominator – The eight specified strategies required 8
• Timboon and District Healthcare District Healthcare Service executive reporting on consumer Service works closely with brochures and posters and via participation to the Chief the South West Primary Care the Quality and Risk Management Executive Officer, participation in Partnership. During the 2013- Meetings. the Victorian Experience Survey, 2014 year, Timboon and District consumer involvement in Quality • Timboon and District Healthcare Healthcare Service’s Director and Risk Management Meetings Service has a cultural of Clinical Services attends this and consumer involvement in responsiveness plan that meets Partnership. the development of all consumer the six minimum reporting resources developed by Timboon • Timboon and District Healthcare requirements. and District Healthcare Service. Service uses a variety of • Timboon and District Healthcare approaches to record and • Timboon and District Healthcare Service has systems, processes report on consumer, carer and Service is developing capacity of and structures in place to consult community participation to the staff to support consumers, carers and involve consumers, carers wider community including the and community participation, this and community members - annual Quality of Care Report, has included the Board Chairman, these include consumer Board newspaper articles, Monthly staff, consumer representatives representatives, strategic What’s On, Quarterly Newsletter, attending education in consumer plan, consumer, carer and Timboon and District Healthcare participation. community participation policy, Service website, Timboon and
Our Cultural Diversity Plan
Our catchment is located in an We embrace cultural diversity which • Clients from Culturally and area in which less than 2% of our ensures we tailor our services to Linguistically Diverse (CALD) population is of Aboriginal and meet the needs of all the community backgrounds, implementing an Torres Strait Islander descent. irrespective of cultural background. updated interpreter policy and Although only 5.2% of our process accessible to all staff. Regardless of this we make sure all communities were born overseas • Goal directed care planning for community members have access compared with 22% nationally, we clients accessing our services. to appropriate services. Our Cultural view it as important to have actions • Ensuring regular publications Diversity Plan ensures we are in place to ensure we are able to continue to be published and creating a welcoming environment accommodate particular health needs communicated to all consumers. and providing cross-cultural training if they present to our healthcare • Employment of a Primary Care for healthcare service staff. During service. Access Worker who assists each planning and evaluation of our services client entering the organisation During 2013/2014 our Diversity Plan we ensure cultural needs of the and ensuring that their needs are has focused on: organisation are assessed and met. met.
2013-2014 quality of care report 11 Being A Consumer Representative
My Experience with Timboon and District Healthcare Service – Sharon Gaut, Consumer Representative
I am city born and bred, but the reason I am a ‘country’ girl now is not by accident but by conscious choice. The outstanding drawcard to a rural life for me is the sense of community and the all-encompassing blanket of protection and involvement that affords us all – something far less evident in city life. The value of community is often taken for granted or assumed but it is worth zillions and is something very special and worth fighting for. Community is about friendship, compassion, participation, working together, security, achievement, involvement and looking out for others. Without the pull of this community, little towns and rural communities would struggle to exist, let alone grow and prosper. As we all know, a huge part of community is volunteering. The work of volunteers keeps the wheels of the community turning. I recognise that each of us needs to contribute in some way, large or small, to keep our community functioning. Over my years in the Timboon district, I have been a volunteer in a variety of capacities. Through organisations like sporting clubs, the kinder, school, Landcare, anti-cancer and CERT, I have been fortunate to have been able to assist
our community at a volunteer level. for Timboon Service and District Healthcare as a consumer representative Gaut is passionate about her role Sharon Although my life is still very busy with family and farming, my family has grown past the kinder and almost past the school stage, therefore I am community involvement is part of the comfort to know that each and every beginning to find time to dedicate to hospital’s success as a well managed, incident in the day-to-day running of other organisations and the Timboon highly effective organisation. My the hospital and its various services, and District Healthcare Service is one small contribution is as a consumer no matter how minor, is discussed of these. representative on the Quality and at length with complete honesty, Our hospital is an integral part of our Risk Management Committee. This and always to conclusion of how community and something of which committee reports and openly improvements can be made. we can all be proud. Community discusses all things relating to the We have a great Health Service of members’ input into all aspects of risks and quality of services provided which we all need to be grateful of and hospitals is becoming recognised with complete transparency. The therefore all need to be involved in. as more and more important. This community, as a whole, should take
12 Timboon & District Healthcare Service – In partnership with Our Community 2. Consumers, and, where appropriate, carers are involved in informed decision-making about their treatment, care and wellbeing at all stages and with appropriate support.
A Client Journey through the Rural Health Care System – Pat Delaney
Mr Patrick (Pat) Delaney was transferred from South West Health Care to Timboon and District Healthcare Service following his initial treatment for a fractured femur. On arrival at Timboon, Pat required full assistance for all his care needs. As Pat’s health and healing progressed, Pat was referred for a Physiotherapy assessment and treatment to support progress to weight bearing and ambulating. Pat was also referred to the Dietician to assess and ensure his nutritional needs were being met. All staff focused on a person centred care approach. Person centred care is treatment and care provided by health services that places the person at the centre of their own care and considers the needs of the older person’s carers. This approach encouraged Pat to attend to as much of his care as he could, promote his independence and ultimately the confidence he needed to return home. This being a wish for Pat and his family. Whilst recovering in the hospital Pat had daily physiotherapy, attended the gentle exercise program and also
attended the Timboon Adult Planned he is supported by his family Pat at home where Activity Group for social stimulation. Planning for Pat’s discharge saw the introduction of a Webster pack for medications to enable Pat to were necessary to ensure Pat’s safety. and Community Care services are now manage his own medications once being provided and have included the at home. Pat was also referred for an Prior to Pat’s discharge from hospital installation of a personal alarm. Occupational Therapy assessment. Pat had some initial day leave and an This assessment occurred prior overnight stay to ensure his safety at The services provided to Pat support to discharge at Pat’s home in home. With successful leave, Pat was his family’s caring role and ultimately consultation with Pat’s family. It was discharged from hospital and received have met Pat’s goal to return home determined that home modifications initial Post Acute Care Services. Home and maintain his independence.
2013-2014 quality of care report 13 3. Consumers, and, where appropriate, carers are provided with evidence-based, accessible information to support key decision-making along the continuum of care.
Target Score Score 85% 100% Numerator - The number of new information resources produced, revised or adopted over last year which met at least 30 of the 40 items on the Checklist for Assessing Written Consumer Health Information, including at least five items from section D 25 Denominator – The total number of new consumer, carer or community information resources produced, revised or adopted in last year 25
Consumer Satisfaction Results Respec&ul,Respec&ul, courteous courteous and and helpful helpful staff staff Sa#sfac#on with overall care Inpatient Consumern=25n=25 Results Community Health Consumern=41 Results The Victorian Patient Satisfaction 2% 5% 0%4% 0% 4% 0% Monitor Wave Reports help to 12% poor identify strategies that can improve 24% 24% poor poor Fair Fair Fair 52% 52% services and patient satisfaction. Good Good Good 20% 20% Very GoodVery Good Very Good 81% Unfortunately for the last Wave of ExcellentExcellent Excellent Respec&ul, courteous and helpful staff Involvement decisions overall care this report in Dec 2013 Timboon Involvement in decision making Not ApplicableNot Applicable Not Applicable and District Healthcare Service n=25 n=41 Respectful, courteous andn=25 helpful staff n=25 Respectful, courteous and helpful staff n=41 did not have enough respondents 0%4% 0%5% 0% 7% who completed the survey for a poor 15% poor 16% 24%32% poor meaningful result. Fair 52% Fair Fair Good To replace this survey Timboon and Good Good 36% 20% Very Good 16% Very Good Very Good District Healthcare Service completed Excellent 73% Excellent Excellent an internal audit of its consumers. Not Applicable Not Applicable Not Applicable
Involvement in decisions about overall care n=25 Involvement in decisions about overall care n=41
Keeping You Informed
During 2013 the community sent to an extensive email distribution request a copy. The ‘Quality of Care engagement and communications list. A monthly ‘What’s On’ is also Report’ is distributed to residents in strategy was evaluated. distributed via the the ‘Cobden a community mail-out. The Timboon Timboon Coast Times’, provided to and District Healthcare Service website Outcomes from the strategy have local establishments and electronically focuses on news, publications and resulted in the printing of a Timboon sent to those who have subscribed service provision. and Healthcare Service Quarterly to receive health service information. which showcases services, activities This evaluation was conducted via Regular ‘good news’ media articles and special events. This newsletter two surveys. The initial survey which have also been maintained, with at is printed and distributed within the was sent out in our events update least 3 articles per month printed in the ‘Cobden Timboon Coast Times’ flyer and only gathered 4 responses. 2013/2014 financial year. The Annual each quarter, available at local A second survey was conducted Report is provided to residents who establishments and electronically at Timboon and District Healthcare attend the Annual General Meeting or
14 Timboon & District Healthcare Service – In partnership with Our Community Service and also in the main street • acute and emergency services; The survey results indicated that the of Timboon. This survey gathered • allied health services; preferred communication methods 38 responses. Community Meetings • health activities and programs; included: and presentations are evaluated after • special health events; • What’s On; each occasion. Timboon and District • staff information - who’s who; • Quarterly; and, Healthcare Service had implemented • planning for future needs; and • Noticeboard. all strategies except the Open Day, • how to provide feedback. More than 50% of those surveyed however the Community Health The survey results indicated that had provided feedback to Timboon Building Opening on the 15th August the useful communication methods and District Healthcare Service in 2013 supported this strategy, enabling included: writing. Participants would also like to the community to view all areas of the • What’s On; give feedback via email, phone and in hospital. • Quarterly; and, meetings. Results of the survey indicate that the • Noticeboard. community is very interested in:
4. Consumers, carers and community members are active participants in the planning, improvement, and evaluation of services and programs on an ongoing basis.
Target Score Score 75% 100% Numerator - The number of dimensions or specified activities where consumers, carers and community members are active participants 5 Denominator – The six dimensions or specified activities 5
• Timboon and District Healthcare Service held an Open Board Meeting in April 2014. • Timboon and District Healthcare Service have involved consumers in the development of community programs such as the Timboon Community Garden development. • Timboon and District Healthcare Service have consumers on the Quality and Risk management committee which reviews feedback, complaints and clinical and corporate governance. • Consumers are involved in the review of the annual Quality of Care Report, review of services as part of community development forums and client experience surveys. Tania Leishman Health Promotion Officer Leishman Health Promotion Tania • Consumers and community members are involved in the review of consumer information.
2013-2014 quality of care report 15 Women’s Health Night - – A night of laughter at Timboon with Nelly Thomas
Timboon and District Healthcare Service and BHP joined forces in May 2014 to bring comedian and author Nelly Thomas to Timboon in a fun filled night of laughter and entertainment. This is the 11th year that Timboon and District Healthcare Service has offered it’s very popular ‘Women’s Health Night’ to the community. Speakers are chosen each year following consultation with the women at the conclusion of the previous year’s event. Local women met with Nelly Thomas after the event In 2013 Evaluations strongly focussed on Mental Health. It has consistently been identified as one of the major that were identified from the evaluation health issues facing local women as of the 2013 Women’s Health Night. “Well done, keep them coming. well as the lack of social support/ Her hilarious performance was Always a great night” networks outside areas such as entwined with many serious health “Speaker was excellent” kindergarten and school. This is an topics, including mental health, obesity, area that is being worked on by the isolation, parenting, relationship issues “A fantastic night, with a Community Health Team. and violence against women. Nelly had magnificent speaker and great the 110 women present spell bound friends” Nelly Thomas is described as one of with her wit and insight into what Australia’s most natural, intelligent women want. comedians as well as being an award winning performer and critically Many of the women had travelled quite acclaimed author. Prior to her a distance to attend the evening and appearance, Nelly was briefed on the by all reports the journey was well relevant issues facing our community worth it.
Film Nights Support Local Youth
Three movie nights have been held in the 2013/2014 year over the holiday break. These are extremely successful nights, as the young people do not have access to a local cinema. Through consultation with young people at the local school and from research conducted through the Timboon Action Plan, it was clear that film and fun entertainment were high on the preferred list of activities. movie night attendees helping Young mid film snacks prepare Timboon and District Healthcare during the films. All films to date The Youth Activities Centre can provide Service provide milkshakes, popcorn have been double features, with a this activity at minimal cost, with a and healthy hot food such as home- combination of new release films and maximum outcome for young people. made pizza for the young people classics from the 1980’s and 1990’s.
16 Timboon & District Healthcare Service – In partnership with Our Community Feedback on 2012-2013 Quality of Care Report
It is our strong belief that the an accurate reflection of Timboon provided. Community members liked community should have access and District Healthcare Services’ the human interest stories from staff locally to a high quality healthcare activities and achievements, was well and clients and would like them to service which includes hospital, presented, easy to read and provided again appear in the next report. aged and community services. useful information. Feedback received from our All consumers who provided feedback community allows us to reflect on and felt that the graphs were easy to strengthen our services and practice to understand and that the report was ensure this goal is met. well presented. In summary, approximately 83% Comments from consumers indicated of consumers felt that the 2012- they found the report interesting and 2013 Quality of Care Report was were happy with the range of services
5. The organisation actively contributes to building the capacity of consumers, carers and community members to participate fully and effectively.
Descriptive Reporting
Timboon and District Healthcare • Friendlies Volunteers relation to volunteer records. Each Service has 186 registered • TOPS Opportunity Shop Volunteer now has a personell file, Volunteers who support our Volunteers criminal record checks are monitored programs and our community • Consumer Representatives and recorded so that Volunteers requiring renewals are contacted for members. Timboon and District Healthcare the renewal to occur. We express our sincere appreciation Service Volunteer program underwent to the valuable group of Volunteers a documentation and service who give their time to assist members review during 2013. Volunteers all of the community via the following received a pack containing personnel programs: documentation as well as volunteer • MOW’s Volunteers information. This information enables • Planned Activity Group Volunteers compliance with strict State and • Community Transport Volunteers Federal government requirements in
Timboon and District Healthcare Service likes to thank all its very valuable Volunteers for their work and support during the past 12 months.
2013-2014 quality of care report 17 Being an Op Shop Volunteer
My Experience with Timboon and District Healthcare Service – Jill MacLeod Jill MacLeod enjoys her time volunteering at TOPS
Jill MacLeod is one of Timboon During 2011, Jill had a drastic I feel useful and valuable being able and District Healthcare Services’ episode of ill health where she had to provide customers with practical very valuable volunteers. Jill began a long hospitalisation at South West help and /or company, we have some volunteering at the Timboon Op Shop Healthcare, Warrnambool. “On customers who call in every Thursday” in November 2011, soon after its discharge from hospital, I felt more in she said. opening. control of my life and began to believe Jill has not required any additional in my abilities and I wanted to become Jill was diagnosed with Bipolar treatment for her Bipolar disorder since a member of more social groups,” Disorder 40 years ago and on multiple November 2011, having not suffered she said. So Jill chose to become a occasions has incurred lengthy from depression during this time. “I volunteer at the Timboon Op Shop, hospitalisations. Jill stated that “it took know that my faith and the extra social attended the Wednesday Better six months for the initial diagnosis stimulation that I get from attending Balance Class at the healthcare service to be made, that was when I lived in the Op Shop and the exercise and and walked with the Timboon Walking Melbourne with my first husband and walking groups have contributed to my Group on Mondays. Like socialising, 2 children.” When Jill was 51, 22 improved health,” she stated. exercise can provide many benefits in years later, she moved to Timboon improving mental health. “We have a lovely group on Thursdays and came to love the easy going and at the Op Shop, we have a lot of fun friendly population. Since her arrival Jill said “I chose volunteering at the Op and have bonded very well,” she said. Jill has been an active member of the Shop because it is something I can do Port Campbell Baptist Church and has to give back to the community which Timboon and District Healthcare regularly taught Religious instruction at has been an incredible support to me.” Service currently has 42 volunteers at the Timboon P12 School. “I also get benefits from the Op Shop, TOPS (Timboon Op Shop)
18 Timboon & District Healthcare Service – In partnership with Our Community Keeping our Clients Out and About
My Experience with Timboon and District Healthcare Service – Una McCullam Left: Una McCullam with Planned Activity Group Cobden Coordinator Anne-Maree Maloney. Maloney. Anne-Maree Cobden Coordinator Left: Una McCullam with Planned Activity Group Stewart. Below: Una with other clients. Andrea Worker Middle: Una with HACC Community Care
Una McCullam lives alone in a rurally times per week for personal care and isolated area of the Heytesbury medication management. Settlement. Una, aged 81, no longer In addition to meeting her medical drives her own vehicle, creating an needs, once per week on a increased load on her family if she Wednesday, Una is collected by her wants to get out and about. This community care worker and driven means that Una is at a high risk of to Cobden to attend the Planned social isolation. Periods of loneliness Activity Group. This group provides or social isolation can have a negative Una with a home cooked lunch and impact on an individual’s physical, social activities with the other Planned mental and social health. Una’s family Activity Group members. The group attends to her needs but they are often ventures out of Cobden on supported by Timboon and District bus outings for lunch, shopping and Healthcare’s Home and Community entertainment. At the end of the day Care (HACC) program. Una is driven home by a community Una receives services to assist her in transport driver. maintaining her independence, remain “I look forward to my trip to Cobden living in her own home and reduce each week to meet with the ladies, I the impacts of being rurally isolated. enjoy their company”. The Services include the attendance of a community care worker, three
2013-2014 quality of care report 19 Standard 3: Preventing and Controlling Healthcare Associated Infections
Each year, infections associated with healthcare occur in a large number of patients, making healthcare associated infections the most common complication affecting patients in hospitals. In Australia it equates to 1 patient in every 20 develops a healthcare associated infection which will complicate their recovery. At least half of the healthcare associated infections are preventable and involve simple measures which our staff, patients and their families or carers can do to reduce the risk of infections. These include infections control, hand hygiene surveillance and improving the safe and appropriate use of antimicrobials.
How We Work Towards Preventing Healthcare Associated Infections
Timboon and District Healthcare Service employs infection control nurse, Heather Power to support the organisation in understanding and complying with Standard 3. Heather is supported by the regional infection control consultants who provide standardised auditing, education and resources to enable our staff to fully understand the importance in reducing the risk of healthcare associated infections. Over the past 12 months as well as complying with appropriate audits,
Heather and Timboon and District Nurse Heather Power assessing Enrolled Infection Control Technique Nurse Marlie Hanel in Aseptic Non Touch Healthcare Staff have maintained excellent results and compliance in the Timboon and District Healthcare since the 2012 audit. areas of hand hygiene, immunisation, Service has policies which provide Heather stated that, “It is very cleaning and food safety. processes in the case of patients important for the correct antibiotic who are admitted with diseases “We continue to provide all our to be prescribed, this includes the which could be spread via airborne patients, consumers and staff with correct doseage and the prescription particles for example, influenza. In handwashing information and supplies provided in the correct timeframe this instance patients are isolated and to ensure that they understand of the illness for antibiotics to be staff adhere to additional precautions. the importance of hand hygiene successful in treating a condition. Staff are notified during the admission in assisting to stop the spread of Antibiotics are not appropriate in procedure and further via clinical infection,” said Heather. the treatment of viral conditions . It handover. is necessary that the full course of The assessment of staff in Aseptic Timboon and District Healthcare antibiotics is taken by an individual Technique is another method Service is a member of the SWABS so that resistant bacteria is not undertaken in reducing the spread (South West AntiBiotic Stewardship) developed.” of infection in hospital settings. group which has undertaken on audit Staff are audited on their technique “We are also providing our clients and in the correct prescribing of antibiotics every 12 months to ensure they are consumers with educational material for the organisation. Results obtained competent and not increasing the risk on minimising spread of infection in the found that there has been a 25% of spreading infections. hospital setting,” said Heather. improvement in antibiotic prescribing
20 Timboon & District Healthcare Service – In partnership with Our Community IN PARTNERSHIP WITH OUR COMMUNITY BInfectionUILDING A HEALTHY Control FUTURE Compliance INFECTION CONTROL COMPLIANCE HandAND H H ygieneYGIENE
Compliance Rate by Moment and Healthcare Worker– Timboon and District Healthcare Service
Audit Period NHHI Audit Two 2014
Name Correct Total Compliance Lower Upper Moments Moments Rate Confidence Confidence Interval Interval
Timboon and District 51 55 92.7% 82.7% 97.1% Healthcare Service
Compliance by Moment
1. Before Touching a Patient 12 15 80% 54.8% 93%
2. Before Procedure 4 4 100% 51% 100%
3. After a Procedure or body 2 2 100% 34.2% 100%
fluid exposure risk IN PARTNERSHIP WITH OUR COMMUNITY BUILDING A HEALTHY FUTURE INFECTION CONTROL COMPLIANCE 4. After Touching a Patient 19HAND H YGIENE 19 100% 83.2% 100%
Compliance Rate by Moment and Healthcare Worker– Timboon and District Healthcare Service
Audit Period NHHI Audit Two 2014 5. After Touching a Patient’s 14 15 93.3% 70.2% 98.8% Name Correct Total Compliance Lower Upper Surroundings Moments Moments Rate Confidence Confidence Interval Interval
Timboon and District 51 55 92.7% 82.7% 97.1%
Healthcare Service Achieved a score of 92.7% in the South West Region Hand Hygiene Audit against a target of 85%. Compliance by Moment Achieved a score of 92.7% 1. Before in the South Touching a West Patient 12 Region 15 80% Hand 54.8% 93% Hygiene Audit against a target of 85%. InfectionNFECTION P P reventionREVENTION and AND C ONTROL2. BeforeFood Procedure S ervices4 4 100% 51% 100% Control 3. AfterAchieved a Procedure or Certificate body 2 2 of Compliance100% 34.2% 100% VICNISS Hospital Required infectionfluid exposure rates risk – Timboon and District Healthcare Service complies with this data collection however VICNISS Hospital Acquired infection 4. Afterwith Touching Food a Patient Hygiene 19 Australia’s19 100% food83.2% 100% has not had any infections that are included in these categories over the past five years. rates – Timboon and District 5. Aftersafety Touching Audit. a Patient’s 14 15 93.3% 70.2% 98.8% Healthcare Service complies with Surroundings
this data collection however has not STAFF I MMUNISATION Achieved a score of 92.7% in the South West Region Hand Hygiene Audit against a target of 85%. had any infections that are included INFECTIONCLEANING P REVENTION ANDC SERVICESONTROL Achieved a staff participation VICNISS rateAchieved Hospital of Required 82%an infection External for rates – Timboon annualAudit and Cogent District flu Healthcare vaccination Service complies with this a data much collection however higher rate than the state indicator target of 60%. in these categories over the past five has not had any infections that are included in these categories over the past five years. years. Cleaning score of 99% in June 2014 STAFF I MMUNISATION Achievedagainst a staff participation an acceptable rate of 82% for quality annual flu score vaccination of a much higher rate than the state indicator target of 60%. CLEANING S ERVICES CLEANING85%. S ERVICES Staff Immunisation Achieved a staff participation rate of 82% for annual flu vaccination a much higher rate than the state indicator target of 60%.
Achieved an External Audit Cogent Cleaning score of 99% in June, 14 against an acceptable quality score of 85%.
FOOD S ERVICES Achieved certificate of compliance with Food Hygiene Australia’s food safety Audit.
2013-2014 quality of care report 21
Achieved an External Audit Cogent Cleaning score of 99% in June, 14 against an acceptable quality score of 85%.
FOOD S ERVICES Achieved certificate of compliance with Food Hygiene Australia’s food safety Audit. Standard 4: Medication Safety
Medicines are the most common treatment used in healthcare and because of this they are associated with higher incidence of errors and adverse events. Solutions to prevent medication errors are found in standardisation and systemisation of processes as well as improving communication between clinicians and patients, improvements in recording of information and ensuring better access to patient information.
Medication Related Incidents
When a medication incident occurs at Timboon and District Healthcare TDHS Health Medication Incidents with Harm Average Service it is recorded in the Target per 1,000 occupied bed days 0.52 RiskManQ incident system. Each 2012/2013 0 month these incidents are reported to the Clinical Governance Group as 2013/2014 0 well as the bi monthly Board Quality and Risk meeting.
Nurse Unit Manager Michelle Selten checks medication with Medication Endorsed Nurse Vicki Stevens.
22 Timboon & District Healthcare Service – In partnership with Our Community During 2013/2014 Timboon and within Timboon and District Healthcare drugs and reasons for their disposal. District Healthcare Service had 35 Service and outlines the procedure for This enables a three-monthly analysis reported medication incidents with storage, supply, disposal and security of medication disposal and will enable 20 being no harm/near miss and 13 of medications at Timboon and District Timboon and District Healthcare being mild. The reported incidents Healthcare Service. Policies continue Service to improve pharmacy have occurred during staff auditing and to be in line with NSQHS Standard 4, maintenance. checking procedures. This indicates Medication Safety. USE OF TALL MAN LETTERING that these procedures are occurring CONTINUED ROTATION OF STOCK Timboon and District Healthcare and need to continue to ensure Rotation of Stock via the introduction Service continues to use Tall Man medication policy compliance. of a coloured coding per year to Lettering to reduce likelihood of On each occasion a medication ensure out of date medication is not incidents resulting from incorrect incident occurs, the Nurse Unit used and disposed of appropriately provision of medicines of similar Manager and clinical team discuss and that the drugs closest to expiry names. Tall Man Lettering uses a the error and detailed actions are are used first to minimise medication combination of lower and upper case put in place to ensure the safety waste. This process allows for timely letters to highlight the differences of the patient, either by additional ordering of common medications and between look-alike drug names, patient observation or providing the reduces the likelihood of overstocking like fluOXETine and fluVOXAMine, drug when the omission has been or expired stock on shelves. helping to make them more easily recognised if appropriate. distinguishable. ENSURING APPROPRIATE Improvements have DISPOSAL OF MEDICINES Tall Man Lettering reduces error by included: To ensure accountability for all warning health care professionals medications and to reduce medication about the risk of confusing a particular ANNUAL REVIEW OF MEDICATION wastage, Timboon and District medicine name and by helping health MANAGEMENT POLCIES Healthcare Service developed an professionals to select the right This has ensured that the appropriate appropriate disposal of medications product in electronic systems or from legal and safe practice with respect to system. This involves a Pharmaceutical shelves. medication administration practices Waste Log whereby a record is kept of
Standard 5: Patient Identification and Procedure Matching
Patient identification and the matching of a patient to their intended treatment is performed routinely in all care settings. A risk to patient safety occurs if there is a mismatch between a given patient and components of their care, whether those components are supportive, diagnostic or therapeutic. Timboon and District Healthcare Service has an overarching policy to guide staff through the processes to ensure that correct patient identification and procedure matching is carried out in line with this standard. We use the World Health Organisation Surgical Safety Checklist and ensure that correct patient, correct site and correct procedure protocols are adhered to. Auditing of safety checks occurs twice per year.
Patient Identification and Procedure Matching Incident Reporting
When a patient identification and/ or Group as well as the bi monthly Board procedure matching incident occurs Quality and Risk meeting. at Timboon and District Healthcare During 2013/2014 Timboon and Service, it is recorded in the RiskManQ District Healthcare Service had 4 incident system. reported incidents, these incidents Each month these incidents are were all identified as near miss/no reported to the Clinical Governance harm.
2013-2014 quality of care report 23 Using Patient ID in the Operating Suite
In the operating theatre there is the documentation. This documentation When the patient arrives in theatre potential for the wrong operation to is checked against their referral and a “time out” is performed. Time out happen on the wrong patient, or the consent to be assured that the details is where all staff stop what they are wrong site. such as the patient’s name, date of doing. Staff are introduced to the birth, address and the type and site patient, the patients identification This has been recognised by the of the procedure are correct. At the number, name, date of birth, allergies, National Safety and Quality Health pre-admission interview these details consented procedure and site of Service Standards who have made are again checked, including the procedure are all checked before recommendations for health services patient identification number as well the procedure is commenced. All to adhere to. At Timboon and District as discussing with the patient any of this documentation occurs on Healthcare Service we have put these significant factors that may affect their the surgical safety checklist. Once recommendations into practice to surgery. all documentation matches, the ensure that all patients receive the procedure can commence. correct procedure. The checking occurs again on admission to the acute ward at the Our steps begin at pre-admission hospital and again on admission to the where the patients are asked to fill operating suite. in their details on the pre-admission
New Process for Community Clients
In 2013/2014, the Executive appeared to work well for many years, Service weekly was having concerns team identified an absence of a but it was agreed this system did not about clients attending appointments consumer/patient centred focus demonstrate a model of Consumer requiring extensive care but unable which led to fragmented care, Directed Care. In March 2014, a new to be assisted on the day due to lack consumers who were poorly role of Primary Health Access Advisor of client history information prior to informed about their care needs was appointed. the appointment. The Primary Health Access Advisor manages all new and options, and gaps and/or When a consumer now contacts referrals for podiatry to ensure a full duplication of services received. Timboon and District Healthcare history is gathered, what consumables Service, either via Phone or face to It was identified that there was a need will be required and if the appointment face, they speak to the Primary Health for a more uniform, comprehensive is urgent or requires a wound Access Advisor. Their current issue is service in order to assist consumers management plan. within the Timboon and District. When discussed, if for example the person consumers are engaged, have access wants to access the Physiotherapist The Primary Health Access Service to reliable and appropriate information due to joint pain, stiffness and Arthritis, assists consumers to access and support, they are better placed the discussion focuses on making an Physiotherapy, Exercise groups, to adhere to treatment regimens and appointment with the Physiotherapist. Diabetes Education, Dietician manage lifestyle related risk factors, The consumer may then be support, Women’s Health Services, which may lead to better clinical encouraged to consider accessing the Occupational Therapy, Speech outcomes and better quality of life. exercise groups. The Physiotherapist Pathology, Social Work, Youth Work, completes the assessment and Planned Activity Group Program Historically, consumers who required develops a support plan which may and the Home and Community Care allied health services were required include a referral to the exercise group services such as domestic assistance, to present to the reception desk, to coordinator. hygiene assistance, garden and lawn arrange an appointment and discuss maintenance. The role works with The introduction of the Primary Health their issues. This often occurred in the local medical clinics to manage Access Advisor position has helped to front of a filled waiting area. The other referrals for services, ensure client improve the allocation of appointment issue identified was that a consumer details and contact numbers are up times for those utilising the Podiatry might present for podiatry care to date, and consent is gained for all service. The Podiatrist who attends but have many other health issues referrals. not being addressed. This system Timboon and District Healthcare
24 Timboon & District Healthcare Service – In partnership with Our Community Standard 6: Clinical Handover
Clinical handover refers to the transfer of professional responsibility and accountability for some or all aspects of care for a patient or patients to another person or professional group. The breakdown in the transfer of information has been identified as one of the most important contributing factors in serious adverse events and is a major preventable cause of patient harm. The implementation of standardised processes for clinical handover, improve the flow of critical information between healthcare professionals. This ensures patient safety and the continuity of care.
Timboon and District Healthcare Service moves towards best practice clinical handover at the bedside – Lynn Marr
I would like to introduce myself, I am Lynn Marr, a Registered Nurse at Timboon and District Healthcare Service and I manage the Clinical Handover portfolio. When my children ask me what it was like in the olden days, I cringe. I’m not 153 only 53. Patient handover at Timboon and District Healthcare Service has remained in the back room for years where the nurses huddled together and discussed what they needed to do for each patient for that day. We have now come out of the back room and have moved clinical handover to the patient’s bedside. Nursing care like
everything else is constantly changing Nurse Lynn Clinical handover at the bedside with Registered Nurse Julia Gale. and Registered patient John Longmore Marr, to ensure that we provide the best care to our patients. provides the opportunity for them to • A - Assessment, look at the ask any questions they may have for The process involves staff from the patient from head to toe and the staff. current shift handing over to the identify any problems • R -Requirements, what tests need oncoming shift at each patient’s room. We have found that the patients to be done in the future and what Initially the new clinician is introduced appear to really appreciate the bedside tests have been done to the patient. Information we include handover and the ability to have in the handover ranges from their greater discussions with staff around current observations, treatments, their care. “Great, positive connection with investigations, personal care, wellbeing The standardised ISBAR tool is used nurses on duty” John Longmore and future appointments. The patients by all staff during each handover are free to interrupt the handover at “Nice to meet who is coming onto to ensure a standardised level of any time to provide input and voice any next shift, lovely to chat with the information is handed from one concerns. They state that they enjoy girls.” Kath Trotter clinician to another. The ISBAR tool hearing about what has happened stands for: “Good idea, keeps me up to date during the previous 8 hours. • I - Identify the patient with my progress. Nice to see who The patients’ family members or • S - Situation, patients current is working the next shift.” Shirley carers are welcome during handover presenting problems Morgan as long as this has been agreed to by • B - Background, past problems the patient. This enables the patient contributing to the present and family the opportunity to discuss condition their thoughts and concerns. It also
2013-2014 quality of care report 25 Standard 7: Safe use of Blood and Blood Products
Blood and blood products are a vital resource, sourced from the Australian and International donor community, and from commercial manufacture. While the use of blood and blood products can be lifesaving, there are also risks associated with their administration. The standard aims to ensure that safe, appropriate, effective and efficient blood management systems are in place. These include: • Health service organisations have systems in place for the safe and appropriate prescribing and clinical use of blood and blood products • Timboon and District Healthcare Service has clear policies and procedures to ensure that blood and blood products are safely administered to the designated patient when clinical need indicates. These policies were reviewed this year to ensure compliance with NSQHS Standard 7, Blood and Blood Products and the Department of Health Victoria, systems in place to receive, store, using blood and blood products, Blood Matters Program. transport and monitor wastage and the available alternatives when • The clinical workforce accurately of blood and blood products a plan for treatment is developed. records a patient’s blood and safely and efficiently. • Patients are provided with blood blood product transfusion history • Blood is stored in a designated safe information verbally by their and indications for use of blood fridge and monitored. All medical officer and in written form and blood products. monitoring for the blood fridge to ensure they are informed about • Our Medical Practitioners will be recorded by the RFID the risks and benefits of using meticulously determine the clinical Tag located in the fridge. It is blood and blood products. need for the patient to receive monitored 24/7 by a computer During 2013-2014, there were not blood or blood product as it is program which sends alerts any incidents where the wrong type of in such short supply and correct to the nurses pagers and the blood was administered to a patient and timely use is paramount. maintenance officer via a text or any adverse reactions to blood and Time is taken to discuss with our message when temperature alerts blood products. patients the need for blood or are outside range. When blood blood products and in the past is stored in the blood fridge, the We are unwavering in our commitment two years there has been 100% fridge is monitored manually, twice to ensuring the safety and quality of consent from patients to such a day at 0800 and 2000 hours our care with regard to use of blood care. Staff participate in annual and temperatures are recorded. and blood products. mandatory education online. • Patients and carers are informed • Health service organisations have about the risks and benefits of
26 Timboon & District Healthcare Service – In partnership with Our Community Philip Reardon shares his story on receiving regular blood transfusions
It is Friday again and Philip (Phil) Reardon arrives at Timboon and District Healthcare Service from his home in Cobden for his fortnightly blood transfusion. For Phil this involves an overnight stay at Timboon Hospital. Phil was diagnosed with Myelodysplasia. Myelodysplasia affects normal blood cell production in the bone marrow, the bone marrow produces abnormal, immature blood cells called blast cells. These cells fail to mature properly and are unable to work properly. Treatment for Phil’s Myelodysplasia involves fortnightly packed cell transfusions to help promote normal red blood cell production. Phil’s medical history includes Addisons disease and type 2 diabetes. On arrival at Timboon and District Healthcare Service and prior to admission, Phil is met by Dr Rouse. “Dr Rouse makes sure I understand what I am having happening, what could go wrong and then I sign a blood transfusion consent, after I do this I complete the book work with the nurses,” he says. Phil then said, “The nurses are great they ask me the same questions each fortnight, they check my identifiers, ask me if I have had any problems, provide me with the pamphlets and then give me the chance to ask questions.” After all the paperwork is complete, Phil is prepared for his blood transfusion. A cannula is inserted and the blood transfusion begins. The Nurse Naomi Lewis and Registered Philip Reardon process begins with a saline flush, then the first bag of packed cells, followed Service Registered Nurse, Naomi times I leave the hospital very tired by a saline flush, then a second bag Lewis says, “The first 15 minutes of and want to rest.” “I really enjoy my of packed cells and a final saline flush. each transfusion is most risky therefore fortnightly stay at Timboon and District During the transfusion nurses stay with we increase the monitoring in case Healthcare Service, I know all the Phil for the first 15 minutes of each there is an adverse reaction.” staff by name, I give the nurses a 10 packed cell bag of blood monitoring out of 10 and the cleanliness of the blood pressure, pulse, oxygen levels Phil says “I have learnt a lot about bathrooms are a credit to the hospital and temperature every 5 minutes. If my blood and my diabetes coming staff,” he said. all is going well Phil is then monitored to Timboon and District Healthcare every 15 minutes for the first hour and Service, especially that I react Phil finished the interview by saying then every 30 minutes until the bag is differently to each transfusion, I “I would also like to give a special completed. It generally takes between sometimes leave the hospital full of thankyou to all the blood donors as 3-4 hours for each bag/unit of blood. energy and can go home and cook my life depends on their life giving Timboon and District Healthcare a couple of cakes while at other donation.”
2013-2014 quality of care report 27 Standard 8: Preventing and Managing Pressure Injuries
Pressure injuries are localised have governance structures and put in place. Permanent aged areas of damage to the skin or systems in place for the prevention care clients are then reassessed underlying tissue, caused by and management of pressure monthly. unrelieved pressure or friction. They injuries. – A new wound care chart is occur most commonly over bony – Developed policy with guidance currently being trialled in Urgent prominences such as the sacral from regional wound care Care Centre, district nursing and area (the area at the base or bottom specialist on the ward. This document was of the spine) and heel, but they can – Regular audits have been adapted from Barwon Health. conducted at both the ward develop anywhere on the body. • Patients who have pressure and facility level which shows While pressure injuries are generally injuries are managed according to improvement at time of screening considered to be preventable, best practice guidelines. by staff. research shows that pressure injuries – Staff have been encouraged are a major contributor to the care • Patients are screened on to complete an online learning needs of patients within healthcare presentation and pressure package as part of their ongoing facilities. Pressure injuries may impact injury prevention strategies are education yearly. implemented when clinically significantly on the length of stay in • Patients and carers are informed indicated. health services, the cost of care, health of the risks, prevention strategies – All acute, aged care and respite outcomes and the comfort and quality and management of pressure patients/clients are screened on of life of the individuals affected. In the injuries. admission for the prevention of majority of cases pressure injuries are – Adapted an information brochure pressure injuries developing and preventable. from Wounds West Victoria- which a skin assessment is conducted Standard 8 requires that: is given to every patient admitted daily so that the appropriate for 24hrs or more, respite and pressure reducing aides are • Health service organisations aged care clients.
Preventing and Managing Pressure Injuries Incident Reporting
When pressure injury incident occurs at Timboon and District Healthcare Service it is recorded in the RiskManQ incident system. Each month these incidents are reported to the Clinical Governance Group as well as the bi monthly Board Quality and Risk meeting. During 2013/2014 Timboon and District Healthcare Service had 13 reported incidents relating to skin
integrity and pressure injuries. Timboon and District Healthcare Service met the aged care benchmark of between 0 and 0.8% reported pressure injuries per 1000 bed days for 11 out of the past 12 months. The month where the benchmark was not met was due to a patient being admitted for respite with a pressure injury.
28 Timboon & District Healthcare Service – In partnership with Our Community Standard 9: Recognising and Responding to Clinical Deterioration in Acute Health Care
Recognising that a patient’s This Standard requires that: saturation, temperature, blood pressure, heart rate, sedation condition is deteriorating and Health services use organisation-wide score and urine output responding to their needs in an systems consistent with the National appropriate and timely way is an Consensus Statement to support Patients whose condition is essential component of safe and and promote recognition of, and deteriorating are recognised and high quality care. response to, patients whose condition appropriate action is taken to escalate Serious adverse events such as deteriorates in an acute health care care. unexpected death and cardiac arrest facility. • A MEWS / CEWT is beneficial often follow observable deterioration • To recognise and respond as it provides a point in time in the patient’s condition. Early promptly to situations of for communicating changes identification of deterioration, followed deterioration we are using in a patient’s condition and by prompt and effective action, can observations charts for adults assist Doctors to prioritise the minimise the occurrence of these and children which provide trigger management of their patients. events, and may improve outcomes scores • Education of staff in MEWS / and lessen the level of intervention • These charts are called Modified CEWT tool Early Warning Scores (MEWS) required to stabilise patients whose Appropriate and timely care is provided and Children’s Early Warning Tool condition deteriorates. There is to patients whose condition is (CEWT) evidence that the warning signs of deteriorating. • A MEWS / CEWT is a simple clinical deterioration are not always • Recommended to determine bedside track and trigger system identified or acted on appropriately. a more detailed emergency that is calculated by nursing staff The organisation and workforce factors response team that contribute to a failure to recognise from the observations taken at the and respond to a deteriorating patient bedside. The scores are added to Patients, families and carers are are complex and overlapping. Systems indicate early signs of a patient’s informed of recognition and response to recognise deterioration early and deterioration systems and can contribute to the respond to it appropriately need to • The MEWS / CEWT looks at all processes of escalating care. deal with all of these factors, and need the observations together, not just • Recommended to develop to apply across a healthcare facility. a single observation in isolation. It educational information for includes respiratory rate, oxygen patients, families and carers on clinical deterioration
Recognising and Responding to Clinical Deterioration Incident Reporting
When an incident occurs at Timboon During 2013/2014 Timboon and and District Healthcare Service it is District Healthcare Service had 1 recorded in the RiskManQ incident reported incident related to this system. standard. Each month these incidents are reported to the Clinical Governance Group as well as the bi monthly Board Quality and Risk meeting.
2013-2014 quality of care report 29 Standard 10: Preventing Falls and Harm From Falls
Falls and fall-related injury are a approximately 30% of such falls. In patients at risk of falling. significant problem in Australian residential aged care settings up to • It is our philosophy, particularly in hospitals and residential aged 50% of residents experience one or aged care that our patients and care facilities due to the ageing more falls in a 12 month period. residents are free to move about but this freedom must come as population, the incidence of falls This Standard requires that: and the negative impacts of falls at safely as possible. For this reason both individual and organisational Health service organisations have we make every attempt to provide levels. Fall injuries within hospitals governance structures and systems an environment free of obstacles, have steadily increased. The impact in place to reduce falls and minimise ensure footwear of residents is of falls on individuals is far reaching. harm from falls. well fitting and appropriate to the • Our health service has a surface they are walking on and, The social impact of reduced comprehensive falls prevention most importantly, that patients and independence through fear, the policy and a falls prevention focus residents can call staff easily when potential for loss of independence and group to ensure that best practice they need help. Clients or patients the increased burden on families can systems are in place to reduce who are assessed as high falls be significant. While the risk of falls is falls risk are then monitored closely well documented for the elderly, falls by staff, they are easily identified Patients on presentation, during can occur in all age groups. Therefore, by an illuminated light outside admission and when clinically strategies such as screening to reduce their room, orange band on their indicated, are screened for risk of a fall falls and harm from falls should not be equipment and a red patient and the potential to be harmed from limited to older Australians. identification bracelet. falls. In the acute hospital setting, fall • Falls prevention strategies within Patients and carers are informed of rates have been reported as ranging our Health Service are extensive. the identified risks from falls and are from 2–5%. In the sub-acute or Prevention of falls starts with a engaged in the development of a falls rehabilitation hospital setting, screen via the Nursing Clinical Risk prevention plan. over 40% of patients with specific Assessment. If a risk is identified • Patients and their carers are clinical problems, such as stroke, then a thorough assessment of informed by nursing staff of experience one or more falls during the potential for a patient or a the results of the assessment their admission. Thus, incident rates resident to fall occurs. and preventative strategies are vary between wards and departments discussed with them. in hospitals. Injuries result from Prevention strategies are in place for
Falls Incident Reporting
During the past 12 months Timboon residents with health-related conditions and District Healthcare Service has causing them to fall. All of these had 33 falls. patients or residents had completed a falls assessment and multifactorial Falls are converted to the benchmark prevention plan. of falls per 1000 bed days with an aim of falling within the benchmark of 3 - 11% falls per 1000 bed days. Timboon and District Healthcare Service managed the benchmark on 8 out of 12 months. The months where we were unable to meet this benchmark were due to single inpatients or
30 Timboon & District Healthcare Service – In partnership with Our Community Better Balance Program - to keep our community healthy and reduce falls
Have you fallen over? As an adult, it can be a frightening as well as a debilitating experience and one that, potentially, can have long lasting effects. Given this area of concern for our hospital, both in the acute setting and the community setting, a working party was formed by staff to address how well we were supporting our community in the area of falls prevention. The community health approach was to reinvigorate the Better Balance short course which has been run in the past. National guidelines were used as the starting point to developing the program and a few messages stood out to be followed. • Offer good assessment • Consider all aspects related to falls prevention, not just exercise! • Hear from experts in the field • Take an individualised approach • Offer ongoing support The community was invited to attend an “April Falls Day” screening day whereby participants were invited to undergo a 30 minute screening which aimed to identify areas of strength and deficit in their balance. The response
was positive and 14 good folk from with client Rick Wetmore Physiotherapist Ellliot Watts around the district were put through their paces. From this initial group, 10 people signed up for the 10 week Better Balance course to enhance their After the exercise program, a feedback regarding the course and skills and understanding of what keeps falls prevention weekly topic was look forward to offering Better Balance us on our feet. discussed, facilitated by guest in the future. speakers. Elliot Watts, physiotherapist and Comments from Better Balance Tracey Heeps, exercise program At the completion of the course, Participants: coordinator conducted the 10 classes, participants repeated some of the tests • “It was interesting to discover the which included 60 minutes of specific they did on April Falls Day. The results strengths and the weakness of my physical activity to improve leg strength and outcomes from the course were balance, then see them improve!” and challenge balance. The group was very positive. All participants felt their • “Staff were professional and most very responsive to trying new activities, balance or physical activity levels had helpful giving concern to each some of which may have appeared improved. Some participants improved individual” odd. Walking along an imaginary up to 75% on their pre tests and • “I liked challenging my balance tightrope while throwing a ball to as a group the improvements were and doing new things” oneself isn’t something you do every approximately 20% across 5 physical • “The Home Exercise Program was day, but this skill translates to everyday balance tests. Importantly, those folk most beneficial” activities! Standing on a piece of foam who need further support to stay • “It was nice to realise that you are with closed eyes is a bit confronting, on their feet are currently accessing not alone!” but it kicks the balance mechanisms services in Timboon and beyond, into gear! It was great to see people’s to make the best of their balance skills and confidence grow as the and environments. We thank all the weeks progressed. participants for their involvement and 2013-2014 quality of care report 31 Suffering From a Fall
Having a fall at any time can have At Timboon and District Healthcare If a patient records a medium or high significant consequences for the Service we have a policy and rating they then have a more thorough individual and those caring for procedure in place to decrease the assessment using the FRAT (falls them. risk of our patients and clients falling. risk assessment tool). The FRAT was This procedure includes the education developed by Peninsula Health and For those of us who are over the of our staff and clients in the ways we implement this tool for all our falls age of 60 or with other risk factors to prevent falls. The model adopted assessments on our patients. The (illness/disability) there is an increased includes a falls risk screen (Sydney package educates staff and patients risk of falls. Falls associated injuries Modified STRATISFY) on admission to on the interventions that can be put contribute significantly to hospital the acute hospital ward. This screen in place to reduce falls risks and any presentations, and also to injuries gives a level of falls risk rated by low, associated problems that might occur. that can occur whilst in hospital. This medium or high as well as identifying makes our response to improving falls The effectiveness of these measures a list of precautions to put in place both within the healthcare service and are regularly audited, enabling the dependent on what level the patient is out in the community very important identification of areas of both success rated. and necessary. and those which require further work.
Coping After a Stroke
My Experience with Timboon and District Healthcare Service – Tim and Mavis Couch
Tim and Mavis Couch live at Curdies River on the outskirts of Timboon. They recently celebrated 65 years of marriage. In November of 2012 Tim suffered a left cerebrovascular accident (CVA) or stroke resulting in a lengthy stay at South West Healthcare followed by a 12 week Transition Care Program which enabled Tim to return back to his home. At the completion of the Transition Care Program Tim and Mavis required some Home and Community Care (HACC) services for Tim and Mavis Couch Tim to remain comfortable at home. In June 2014, Mavis became unwell and upon her discharge from hospital, • Personal Care for Tim, three times additional care to both Mavis and Tim and Mavis’ HACC services were per week Tim. The benefits to Tim and Mavis in increased for carer sustainability. • Homecare, once per week receiving the HACC program is that it • Shopping assistance, once per allows for more time with their family Mavis and Tim’s main goal when met week , revolving around family activities, by the HACC Assessment Officer was • Transport of Tim to the exercise gatherings and quality time together. to remain living together in their own program, once per week; and “We are very happy and grateful for home for as long as possible. Services • Access for Tim in respite at the services we receive and it enables provided through Timboon and District Timboon and District Healthcare us to continue to live at home without Healthcare Services’ HACC program Service. include: being a burden on our family” • Meals on Wheels, five times per Tim and Mavis also have a very week supportive family network that provides
32 Timboon & District Healthcare Service – In partnership with Our Community Concerns or compliments
Timboon and District Healthcare Service invites any comment you may have about the care or service provided by our health service; this provides an opportunity for service improvement. Concerns or compliments may be directed to the Chief Executive Officer on 03 5558 6000. If the matter is not resolved to your satisfaction, the Health Services Commissioner who assists with complaint resolution, can be contacted on 03 9655 5200.
2013-2014 quality of care report 33 21 Hospital Road, Timboon, VIC 3268 p: (03) 5558 6000 f: (03) 5598 3565 e: [email protected] www.timboonhealthcare.com.au
34 Timboon & District Healthcare Service – In partnership with Our Community