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Quality of Care Report 2010

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Quality of Care Report 2010 Albury Wodonga Health Quality of Care Report 2010 Albury Wodonga Health Purpose Our purpose is to deliver quality healthcare services in unique models of partnership to improve our regions’ health. Vision Albury Wodonga Health – the best of health Values Ethical: Both in our clinical endeavour and our business practices we will be just in all our dealings. Teamwork: Esprit de corp, harmony, partnership and unity are valued. Respect: Appreciation of the worth of others and regard for their contribution is inherent. Trust: Confidence that all are doing their best, honestly and positively. Accountability: Understanding that all bear a personal responsibility to our community. Compassion: Consideration, empathy and humanity are given freely to our patients and staff alike. Equity: Fairness, integrity and justice are apparent in our actions. Patient and Client Focussed: Our purpose is to serve our patients and clients in order to achieve the Vision and Purpose of Albury Wodonga Health. Printed on Re-Art Gloss, certified 100% recycledcoated paper Contents From the Chairman of the Board and the CEO 2 About Albury Wodonga Health 3 Nature and range of services 4 The community we serve 5 Community Participation at AWH 6 “Doing it with us, not for us” Participation in your health service system 2006-2009 6 AWH’s Community Advisory Committee 7 Improving Care for Aboriginal and Torres Strait Islander Patients 8 Cultural Diversity at AWH 10 Volunteers – Community Supporting Community 11 AWH taking care of the whole patient 12 Involving Carers in Mental Health Services 13 Infection Control Measures at AWH 14 Ensuring quality of care through Accreditation 16 Medication Safety at AWH 17 Ensuring safe systems: Clinical Governance 18 Staying upright: falls prevention 19 Improvements to observation monitoring: Colour Coded Observation Charts 21 Pressure ulcer monitoring and prevention 22 Ensuring appropriate professional qualifications and experience: Credentialing and certification of staff 23 Dental Services at AWH 24 Your feedback: Improving our service 26 Maternity: Working with the community to improve our service to you 27 The Cardiac Rehabilitation Program – improving all the time 30 AWH: improving the region’s paediatric services 32 Improving Care for our older patients 33 Hospital Admission Risk Program 33 Long Stay Older Patient Project 33 Aged-care Services in Emergency Teams 34 Improving care at critical moments 35 Risk Screening: ensuring an holistic approach to ED presentations 36 Preparing for surgery 37 Health Promotion – keeping you healthy 38 Healthy food choices – AWH leading the way 38 Reducing stress through Pet Therapy 39 Pole Walking: regaining health after your hospital visit 39 Glossary 40 ALBURY WODONGA HEALTH QUALITY OF CARE REPORT 2010 1 From the Chairman of the Board and the CEO The Quality of Care Report is written to provide the local community and the Department of Health Victoria with information regarding the quality of service provision at Albury Wodonga Health (AWH) over the first year of its operation. AWH is proud of the achievements of its staff in improving quality of care and is committed to transparency. The Quality of Care Report is also an opportunity for the health service to provide information on the various types of community participation that occur within the service. We are always open to new ideas for partnership and see this report as an opportunity to engage with our local communities. To this end the report is widely distributed to local medical clinics, councils, other health services, community health centres, neighbourhood centres, libraries and consumer groups. It is also available in the Main Reception areas and waiting areas of both hospitals and can be downloaded from the AWH Internet site at www.awh.org.au. The report was written with the assistance of a range of people across the organisation, both staff and community members, with special mention going to the Community Advisory Committee Working Party who provided valued editorial advice. We will appreciate your feedback regarding this report. Should you have any suggestions for improving next year’s report, we would love to receive them. Feedback can be made via email to [email protected] with Quality of Care Report in the title, or by phoning the Quality and Clinical Governance Unit on 02 6051 7546. Feedback received regarding last year’s Wodonga Regional Health Service Quality of Care Report has been incorporated into the design of this year’s report, including widening the range of topics presented, ensuring the report is more widely distributed, but in a targeted way, and improving the layout of the report. Constant monitoring of the quality of our service is inherent to the way we work throughout all areas of AWH; Visiting Medical Staff, Hospital Medical Staff, Clinical Nursing, Allied Health professionals and in all support departments. “Constant The Board and Senior Management are actively involved in supporting those monitoring of working on the quality of our care at the patient level. the quality of This report does a wonderful job in canvassing the specific programs across AWH. our service is inherent to the way we work throughout all areas of AWH” Mr Ulf Ericson Dr Stuart Spring Chairman Chief Executive Officer Board of Directors 2 ALBURY WODONGA HEALTH QUALITY OF CARE REPORT 2010 About Albury Wodonga Health Albury Wodonga Health (AWH) is unique. Established on 1 July 2009, it is the first cross border public health service to exist in Australia. Under an inter-governmental agreement between the NSW and Victorian Governments, the Albury Base Hospital and Wodonga Regional Health Service merged to create one of the largest regional public health services between Sydney and Melbourne. AWH has a total budget in the order of $140m and a workforce approximating 1000 full time equivalent employees, the second largest employer in Albury Wodonga. Combined, AWH provides 260 beds. The integration of Albury and Wodonga public health services has long been seen as a logical step to achieving a number of benefits for the residents of the region, including: • the delivery of an improved model of healthcare; • ready access to one of the largest health services between Sydney and Melbourne; • improved continuity of care and more equitable access to health services for the whole community regardless of their residential location; • the delivery of more effective health services; • better training opportunities for clinical staff; • greater recognition and visibility of the combined health service, leading to improved recruitment and retention of the health workforce; • greater “critical mass” assisting in attracting a greater range of specialist services to the region; and • provision of a strong foundation for service growth to match population growth in the region. AWH provides a comprehensive and growing range of health services spanning the primary, sub-acute and acute needs of regional residents. Some services, such as emergency, are offered at both the Wodonga and Albury Hospital locations. Others are concentrated at a single AWH location to optimise the delivery of specialist care. For example, the Wodonga Hospital specialises in obstetrics and neonatal care. The Albury Hospital provides the region’s trauma and intensive care services. Given the size of the health service and the region served by AWH, we expect to see the range of services we provide expand. Broadening of the Health Service’s responsibilities to include community and mental health in both States will follow over time after consultation with stakeholders. AWH aims to integrate with the local community on as many fronts as possible, and connect with various groups as appropriate. To that end, AWH has a number of partnerships with various groups in multiple areas, such as with universities and other educational providers in the area of clinical education, local councils and community, emergency services, volunteers, local Members of Parliament and service groups, local interest and cooperative groups, General Practitioner networks and health services. Through these connections, AWH strives to serve and involve its local communities. We value our partnerships and are thankful for the interest of these groups in AWH and in improving health care for our communities. ALBURY WODONGA HEALTH QUALITY OF CARE REPORT 2010 3 Table 1: Specialties Outpatient and Allied Health • Anaesthetics • Aboriginal Health Nature and Range of • Breast Surgery • Aged Services Emergency Team (ASET) Services • Cardiology • Antenatal Classes • Chemotherapy • Cardiac Rehabilitation • Colorectal Surgery • Chronic Disease Management (CDM) • Critical Care • Community Midwife Program • Day Procedure Unit • Community Health & Health Promotion • Dialysis Unit • Community Packages • Dental • Community Rehabilitation • Diagnostic GI Endoscopy • Continence Clinic • Ear, Nose & Throat • Diabetes Education • Emergency Medicine • Dietetics • Facio-maxilliary Surgery • District Nursing • Gastroenterology • Fracture Clinic • Geriatric Medicine • Health Information Management • Gynaecology • High Dependency Unit • Haematology • Hospital Admission Risk Program (HARP) • Head and Neck Surgery • Hospital in the Home • Intensive Care • Hydrotherapy • Medical Diagnostic Clinics • Immunisation • Medical Imaging Services • Inpatient Allied Health Services • Medical Oncology • Lymphoedema Clinic • Mental Health • Meals on Wheels • Obstetrics • No Falls Program • Ophthalmology • Occupational Therapy • Orthopaedics
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