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Quality of Care 2014 > 2015 Our Vision Together, caring for the West Our patients, staff, community and environment Our Purpose Leading the delivery of a connected and consistent patient experience and providing the best care to save and improve the lives of those in our community most in need. Acknowledgement of Traditional Owners: Western Health respectfully acknowledges the traditional owners of the land on which its sites stand as the Boon Wurrung and the Wurundjeri people of the greater Kulin Nation. 14 babies 318 patients are welcomed into are discharged the world 83 volunteers 712 patients 515 patients support staff and see a doctor in an are cared for overnight patients outpatient clinic 63 surgical operations take place What we do on 101 patients a typical require interpreter services 355 patients day: attend one of our three emergency departments 360 patients are seen by our Community and Allied Health Services 400 community providers partner with us to provide care 2046 meals are served 40 patients are visited at home by our Hospital in the Home team Contents On a Typical Day at Western Health 1 Foreword 3 About Western Health 4 Best Care at Western Health 5 Accreditation 8 Person-Centred Care 10 Co-ordinated Care 30 Right Care 42 Safe Care 56 Western Health 3 Foreword Our Quality of Care With the release of our 2015 Quality of Across Australia, all health services Care Report, we are reminded of just are subject to regular external reviews Report is not just another how essential it is in a health service for the purposes of their ongoing document filled with to have robust systems to support the accreditation in line with national ongoing review and improvement of standards. Western Health’s next statistics and commentary patient care, combined with strong survey will be in March 2016 and this – it is an important leadership and Board oversight. will be an excellent opportunity for us to present external reviewers with report on matters of Over the past 12 months, we have indepth information on the Best Care clinical significance to our continued to implement and build on activity and improvements outlined Western Health’s Best Care Framework, in our Quality of Care Report. patients and their families, which was introduced in 2013-14 to as well as our staff and support the review and improvement This report is a companion of quality, safe care and a positive document to our Annual Report those considering joining patient experience. and is available on our website at www.westernhealth.org.au. our health service. At Western Health, our vision for quality care is that each of our patients At Western Health, we continuously receives ‘Best Care’ with us, every time. strive to improve how we provide Best This means that we work together Care and your feedback is valuable and in partnership with our patients to this process. You can complete the to achieve Person-Centred Care, form at the back of this Report, or leave Co-ordinated Care, Right Care and feedback on any topic in one of the Safe Care. feedback boxes located at all Western Health sites or via our email address Our Quality of Care Report is one [email protected] means of reporting on activity, achievements and challenges against each of these dimensions of Best Care. The Hon Bronwyn Pike A/Prof Alex Cockram Board Chair Chief Executive 4 Quality of Care Report 2014 > 2015 About Western Health Western Health (WH) manages three acute Our community: public hospitals: Footscray Hospital, Sunshine ø Is growing at an unprecedented rate Hospital and the Williamstown Hospital. It also operates the Sunbury Day Hospital and ø Is among the fastest growth corridors in Australia a Transition Care Program at Hazeldean in Williamstown. A wide range of community ø Covers a total catchment area of 1,569 square kilometres based services are also managed by Western ø Has a population of approximately 800,000 people Health, along with a large drug health service. ø Is ageing, with frailty becoming an increasing challenge Services are provided to the western region to independent healthy living of Melbourne which has a population of approximately 800,000 people. ø Has high levels of cancer, heart disease, stroke and mental illness, with diabetes and depression also significant population health issues Western Health provides a comprehensive, integrated range of services from its various ø Has a diverse social and economic status sites; ranging from acute tertiary services ø Is one of the most culturally diverse communities in the State in areas of emergency medicine, intensive care, medical and surgical services, through ø Speaks more than 100 different languages/dialects to subacute care and specialist ambulatory clinics. Western Health provides a combination ø Provides a significant number of our staff of hospital and community-based services ø Has a strong history of working collaboratively with to aged, adult and paediatric patients and Western Health to deliver excellence in patient care newborn babies. Western Health’s catchment includes the following Employing more than 6,200 staff, Western local government municipalities: Health has a strong philosophy of working with its local community to deliver excellence ø Brimbank in patient care. ø Hobsons Bay Western Health has a long-standing ø Maribyrnong relationship with health providers in the western region of Melbourne and strong ø Melton affiliations with numerous colleges and academic institutions. We continue to develop ø Moonee Valley academic partnerships with the University of ø Moorabool Melbourne and Victoria University, making full use of the state of the art facilities we have ø Hume jointly developed at the Sunshine Campus. ø Wyndham Western Health provides a range of higher level services to the patients who are also serviced by neighbouring health services. Western Health 5 Best Care at Western Health …a framework for quality, safety & the patient experience Best Care is a framework for quality, safety and improved patient experience. It has become part of the everyday language of Western Health and every staff member and volunteer contributes to Best Care every day. Western Health’s Best Care vision was developed following consultation with patients and their families, carers, staff leaders, clinicians and the Board. Along with the Strategic Plan, the Best Care Framework identifies how Western Health wishes to develop as an organisation over the coming years. The intent of the Best Care framework is that all staff work together and in partnership with consumers to achieve the best outcomes for every patient across the four dimensions of: ø Person-Centred Care “I want to be seen and treated as a person” ø Co-ordinated Care “I receive help, treatment and information when I need it and in a co-ordinated way” ø Right Care “I receive care that makes me feel better” ø Safe Care “I feel safe” 6 Quality of Care Report 2014 > 2015 The Best Care The goals of Best Care have been All Western Health committees have translated into behaviours and charters that clearly articulate their framework: actions, and designated roles and roles, responsibilities and functions, responsibilities for Western Health including: ø provides a platform for discussion front line staff, managers, senior with patients, staff, managers, ø monitoring the organisation’s clinicians, executives and the Board. senior clinicians, executives and performance, addressing any the Board about how to improve The Best Care Steering Committee high-risk aspects of patient care the care provided to patients and is the overarching committee and driving care improvements their families responsible for overseeing activity ø promoting, reporting and and the organisation-wide systems ø ensures a focus on quality, safety reviewing anything that goes supporting Best Care. Specific and patient experience activities and wrong the development of goals for service committees focus on Person-Centred improvement Care, Co-ordinated Care, Right ø collecting, reviewing and asking Care and Safe Care dimensions. questions about data relating to ø provides a base for strategic and Each Best Care committee is co- clinical performance operational quality, safety and chaired by an executive director patient experience plans and a clinical/consumer lead. All ø developing systems, policies activity is reported up through the and procedures to guide staff ø delivers a framework for Western organisation to the Western Health to provide quality and safe care Health to review and improve Board of Directors. Western Health’s compliance with the National Safety ø developing and agreeing quality Best Care committees work with and Quality Health Service (NSQHS) plans operational management committees standards. to drive and support the planning, ø reviewing and analysing themes review and improvement of Best related to patient complaints and Care within Western Health. feedback and ensuring action is taken to improve service areas ø reviewing major complications and deaths to see if the care provided was appropriate and if anything could have been done differently, hence learn as an organisation. Western Health 7 Committee Structure Supporting Best Care Governance & Renumeration Finance & Resources Board Primary Care & Population Health* Audit & Risk Executive Cultural Diversity & Community Advisory* Quality & Safety* Credentialling & Exec Best Care* Scope of Practice Sponsor (Std 1 Governance) Committees 2. Divisional Serious Adverse 1. Person- Co-ordinated 3. Right Care* 4. Safe Care*
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