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Healing Threads Melbourne Health Quality of Care Report 2011-2012

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Healing Threads Melbourne Health Quality of Care Report 2011-2012 Healing Threads Melbourne Health Quality of Care Report 2011-2012 respect, caring, unity, integrity, discovery Melbourne Health Quality of Care Report 2011-12 / 1 Chief Executive’s welcome Hospitals are full of stories. Stories of courage, hope, Our staff are proud of their work, proud of their new discoveries and challenges. Every patient and workplace and passionate about the care they client, with their own history and experience, is a give. It’s their skill, dedication and hard work which new chapter in the story of our health service. For us, puts the patient at the centre of everything we do. these stories stretch back 164 years, and we’ve been Our values – Respect, Caring, Unity, Integrity and doing our best to listen to what you, our patients, Discovery – defi ne how we work and behave in a clients, carers, families and community members service which seeks to deliver fi rst-class patient care. are telling us. Every story, every patient, matters. During my regular visits to wards and clinics, I’ve seen the strong commitment and desire from staff We aim to treat you as an individual; to understand to provide the very best care for our patients. what you are going through and to fulfi l your expectations of expert and compassionate care in I believe this report refl ects their “Passion for Caring” a clean, safe, comfortable and friendly environment. and their ability to “Achieve the Extraordinary”, our organisation’s vision. It uncovers some of the By listening to you, we’ve been able to make major amazing stories about the people who use our improvements to the care we give. We’ve found new services and the people who work here. I hope ways of working with community services and other you enjoy reading them as much as I enjoy sharing hospitals to meet your needs, we’re trying new ways them with you. of keeping all our patients safer and in better health, we’ve included you in our decision making from the top of the organisation down and we’re pushing the boundaries of science to bring you better medicine. DrDG Gareth thG Goodier di We don’t always get it right, but we are getting better Chief Executive and we will never stop trying. Melbourne Health 2 / Melbourne Health Quality of Care Report 2011-12 Contents 01 CHIEF EXECUTIVE’S WELCOME 03 MELBOURNE HEALTH – WHO ARE WE? 04 CULTURALLY SAFE CARE Understanding Through Art Talking The Same Language For Heart Health Helping Our Refugees 08 CARE IN THE COMMUNITY Service Coordination Serafi na’s Path To Independence The More You Talk, The Better Let’s Keep Talking Act-Belong-Commit 14 KEEPING YOU AT THE CENTRE OF WHAT WE DO 16 DOING IT BETTER Stopping Fractures Falling Through The Cracks Releasing Time To Care Emergency Department Coordinating Care In Her Own Words – A Volunteer’s Story Getting A New Lease On Life Broadmeadows PARC A Day In The Life 26 RESEARCH SHAPING HEALTHCARE Melbourne Brain Centre – Taking Research Into The Clinic Botox Helps Shake Off Multiple Sclerosis Tremors Scientists See Medicine In Action 29 KEEPING IT PROFESSIONAL Consumer, Carer And Community Participation Clinical Effectiveness Leadership And An Effective Workforce Safety And Risk Management Earning The Tick Of Approval Trauma Verifi cation 34 KEEPING AN EYE ON SAFETY Preventing Infections Using Blood Safely Using Medication Safely Pressure Injuries Falls 41 RESIDENTIAL AGED CARE SERVICES 43 TELL US WHAT YOU THINK Melbourne Health Quality of Care Report 2011-12 / 3 Melbourne Health – who are we? 82 different 50% OF PATIENTS WERE BORN languages OUTSIDE AUSTRALIA are spoken by our patients 56% OF PATIENTS ARE MALE, Our top seven languages 44% OF PATIENTS ARE FEMALE are Italian, Greek, Arabic, Vietnamese, Turkish, 579 Cantonese and Mandarin OVERNIGHT BEDS 77% 136 OF PEOPLE NEEDING AN INTERPRETER SPEAK RESIDENTIAL CARE BEDS ONE OF THESE SEVEN LANGUAGES 46,700 152 NORTHWESTERN MENTAL HEALTH PEOPLE WERE PROVIDED WITH AN INTERPRETER SERVICE RESIDENTIAL BEDS ACROSS 27 SITES IN 2011/12 (15,636 INPATIENTS & 31,064 OUTPATIENTS) 199 41% NORTHWESTERN MENTAL HEALTH OF PATIENTS ARE AGED 65 YEARS AND OVER ACUTE BEDS 4 / Melbourne Health Quality of Care Report 2011-12 Culturally safe care Our patients, clients and their families come from This help can be practical, such as organising Staff have been many different backgrounds. In order to provide accommodation and meals, as well as more enjoying A Taste of Harmony during the best care possible, we need to be sensitive to forward planning. Our Aboriginal Hospital Liaison Cultural Diversity their cultural and spiritual needs. Our Respecting Offi cer has improved communication between our Week since 2009. Our Community Action Plan aims to improve the care staff and patients and has had a positive impact we provide to people from culturally and linguistically on our patients’ experience. diverse backgrounds including Aboriginal and We try hard to make sure language is not a barrier Torres Strait Islander people. to good healthcare. We’ve translated our Please Tell Over the past 12 months nearly 300 staff attended Us What You Think brochure into the seven main workshops on improving the care of Aboriginal languages spoken by our patients. Our Visiting Hours patients, understanding the burden of disease for brochure has been translated into the top six, and the Aboriginal community and providing culturally the cards that help patients select their meals have safe care. We also trained our Community Advisory also been translated into a number of common Committee members and made this information community languages. Even the basics, such as available online. We’ve started a training program for eating and sleeping, can be offered in a culturally senior managers so they also have the knowledge sensitive way. We try to provide single gender and skills to improve services to our culturally accommodation whenever possible and special diverse patients and their families, and to use cultural meals, including Kosher and Halal, are available. diversity to build strong and effective work teams. Our Pastoral Care service, available at all hours Our referral and IT systems now ensure our including weekends, is there to meet the spiritual Aboriginal Hospital Liaison Offi cer can identify and emotional needs of our patients and those who patients and families from Aboriginal and Torres care for them. The Sacred Space on the ground fl oor Strait Islander communities, help them navigate the of the hospital has texts on display from the seven health service and make sure they are supported main faiths in our community. and linked into services when they go home. Melbourne Health Quality of Care Report 2011-12 / 5 Understanding Through Art Art is a powerful cultural ambassador and can become a bridge to understanding others. To celebrate NAIDOC (National Aborigines and Islanders Day Observance Committee) Week in July 2011, we held our fi rst exhibition of contemporary Aboriginal art. When planning the exhibition, organisers consulted the Wurundjeri Tribe Land Compensation and Cultural Heritage Council on how to make The Royal Melbourne Hospital a more welcoming place for Aboriginal and Torres Strait Islander patients and their families. The artworks on display in the Outpatients Department will help us all learn more about each other while they inspire the many patients, families and staff who spend time there. The works were donated by Dr Douglas Kagi, with additional pieces on loan from the Koorie Heritage Trust. Above: Untitled We are also working with a professional fi lmmaker by Turkey Tolson who is part of the Aboriginal community to develop Tjupurrula. Gifted by two documentary-style narrative fi lms for the Dr D. Kagi. community and Melbourne Health staff. These Left: Detail of Women engaging and thought provoking fi lms aim to capture of the World Unite by Bronwyn Bancroft. the essence of what the Aboriginal community wants On loan from the from a health service like Melbourne Health, and Koorie Heritage Trust. what staff need to know so we can work together Below, left to right: to provide culturally appropriate healthcare. This Community Advisory exciting project should be completed at the end of Committee members Florence Kingsley- 2012. It will be available on our website and on DVD. Matthews, Paul Baden and Diane Steward; Wurundjeri Elder Aunty Diane Kerr; CAC member Jean Fahey and Community Engagement Manager Linda Mack at the launch of the exhibition. 6 / Melbourne Health Quality of Care Report 2011-12 Culturally safe care Talking The Same Language Having a Greek coach meant Alex received culturally Alex and Voula specifi c advice individually tailored for him. He chatting in his For Heart Health garden. graduated from Cardiac Coach having reached his At 72, Alex had a heart attack and was referred target levels for blood pressure, cholesterol and to our Cardiac Coach program to help him get weight as well as quitting smoking and losing 10cm his smoking, weight, high blood pressure and from his waist. He walks for half an hour every day, cholesterol under control. takes his medications properly and has dramatically changed his diet. Most importantly, he doesn’t suffer Because Alex only spoke Greek, he joined our chest pain anymore and hasn’t come back Greek Cardiac Coach program led by Voula to hospital. Koufariotis. Together they identifi ed what it was about his lifestyle that increased Alex’s chance of having another heart attack. After prioritising these risks, Alex and Voula devised a program to tackle each one, using National Heart Foundation targets as goals. Alex was in Cardiac Coach for seven months and met Voula once a month. She supported him after he left hospital, working with his GP to manage his About 40 patients a year medication.
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