2015/16 QUALITY Account Communication and action 10 26 36 46 Person Centred Care Co-ordinated Care Right Care Safe Care 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. 655 64 patients are cared surgical operations for overnight take place 560 369 patients see patients attend a doctor in an one of our three outpatient clinic emergency departments 333 patients are 400 discharged community providers partner with us to provide care 91 WHAT WE volunteers support staff and patients DO ON A 2306 and 6 students TYPICAL DAY meals are served from community engagement partnerships 43 patients are visited at home by our 150 Hospital in the patients require Home program interpreter services 393 15 patients are seen babies are welcomed by our Community into the world and Allied Health Services CONTENTS On a Typical Day at Western Health 01 Foreword 03 About Western Health 04 Best Care at Western Health 05 Accreditation 09 Person Centred Care 10 Co-ordinated Care 26 Right Care 36 Safe Care 46 Foreword This account on the quality of our care is a group of experienced clinicians examine adverse an important document for us at Western outcomes in a safe and supportive environment. Health. We continue to be reminded of Reviews of this nature provide a clear opportunity just how essential it is in a health service to learn from any errors and to work on ways of to have robust clinical review systems in continuously improving the quality and safety of the care we provide to our patients. place to address risk, combined with strong leadership, consumer engagement and We are proud to have received formal notification in Board oversight. early May of our ongoing accreditation for a further four years from the Australian Council on Healthcare Western Health holds a very significant responsibility Standards following the EQuIPNational Organisation to respond to the deep need within our communities Wide Survey completed in March 2016. for a health service that is as efficient, safe and innovative as it can be. Our Quality of Care Report is one means of reporting against the intended outcomes under the four Our vision for quality care is that each of our patients dimensions of Best Care: Person-Centred Care; receives the ‘Best Care’ with us, every time. This Co-ordinated Care; Right Care; and Safe Care. It is means we work together and in partnership with also an important source of reporting on matters of our patients to achieve Person Centred Care, Co- clinical significance to our patients and their families, ordinated Care, Right Care and Safe Care. as well as our staff and those who are considering joining our health service.This report is a companion Quality, safety and improving the patient experience document to our Annual Report and is available on – providing ‘Best Care’ – are essential elements of our website at www.westernhealth.org.au. good clinical practice and good management, and are a shared responsibility at Western Health. At Western Health, we continuously strive to improve how we provide Best Care and your feedback is Best Care underpins and guides our new strategic valuable to this process. You can complete the form plan. Our strategic aims focus on improving the at the back of this Report, or leave feedback on quality of care provided to our patients, better any topic in one of the feedback boxes located at connecting care as patients move in and out of our all Western Health sites or via our email address service, improving how we listen and engage with [email protected]. patients, our partners and with each other and having a broader level of responsibility to influence the health outcomes and sustainability of our community. These priorities will be realised through supporting our people to do the best they can. The Hon Bronwyn Pike Over the past 12 months we have continued to Board Chair build on the work conceived through our quality framework. We have continuously sought out opportunities to improve the safety and quality of our services so that we provide a consistent positive patient experience. At a State level the review of clinical governance A/Prof Alex Cockram highlights the ongoing need for an open and Chief Executive transparent culture. This approach reflects the Western Health ethos, where the profile of our quality agenda is raised when concerns are presented and WESTERN HEALTH | 2015-16 QUALITY ACCOUNT 03 About Western Health Western Health (WH) manages OUR COMMUNITY: WESTERN HEALTH’S CATCHMENT three acute public hospitals: INCLUDES THE FOLLOWING LOCAL • Is growing at an unprecedented rate GOVERNMENT MUNICIPALITIES: Footscray Hospital, Sunshine Hospital and the Williamstown • Is among the fastest growth • Brimbank Hospital. It also operates the corridors in Australia • Hobsons Bay Sunbury Day Hospital and a • Covers a total catchment area Transition Care Program at of 1,569 square kilometres • Maribyrnong Hazeldean in Williamstown. A • Melton wide range of community based • Has a population of approximately 800,000 people services are also managed by • Moonee Valley Western Health, along with a • Is ageing, with frailty becoming • Moorabool large drug health service. an increasing challenge to independent healthy living • Hume Services are provided to the western region of Melbourne which has • Has high levels of cancer, heart • Wyndham a population of approximately disease, stroke and mental illness, 800,000 people. with diabetes and depression also Western Health provides a range of significant population health issues higher level services to the patients Western Health provides a who are also serviced by neighbouring comprehensive, integrated range • Has a diverse social and health services. of services from its various sites; economic status ranging from acute tertiary services in areas of emergency medicine, • Is one of the most culturally intensive care, medical and surgical diverse communities in the State services, through to subacute care • Speaks more than 100 different and specialist ambulatory clinics. languages/dialects Western Health provides a combination of hospital and community-based • Is home to a significant number services to aged, adult and paediatric of our staff patients and newborn babies. • Has a strong history of working Employing more than 6,200 staff collaboratively with Western Health Western Health has a strong to deliver excellence in patient care philosophy of working with its local community to deliver excellence in patient care. Western Health has a long-standing relationship with health providers in the western region of Melbourne and strong affiliations with numerous colleges and academic institutions. We continue to develop academic partnerships with the University of Melbourne and Victoria University, making full use of the state of the art facilities we have jointly developed at the Sunshine Campus. 04 Best Care at Western Health… A FRAMEWORK FOR QUALITY, SAFETY • Person-Centred Care … “I want to Care and Safe Care dimensions. Each AND THE PATIENT EXPERIENCE be seen and treated as a person” Best Care committee is co-chaired by an executive director and a clinical/ Best Care is our framework for quality, • Co-ordinated Care … “I receive consumer lead. All activity is reported safety and improved patient experience. help, treatment and information up through the organisation to the Developed following consultation with when I need it and in a co- Western Health Board of Directors. patients and their families, staff and ordinated way” Western Health’s Best Care committees the Board, it has become part of the work with operational management everyday language of Western Health • Right Care … “I receive care that committees to drive and support the and every staff member and volunteer makes me feel better” planning, review and improvement of contributes to Best Care every day. • Safe Care … “I feel safe” Best Care within Western Health. The intent of the Best Care framework Western Health’s Best Care Steering The Quality, Safety and the Patient is that all staff work together and in Committee is the overarching Experience division at Western Health, partnership with consumers to achieve governance committee responsible for is headed up by Ms Louise McKinlay the best outcomes for every patient overseeing activity and the organisation- and reports to the Executive Director across the four dimensions of: wide systems supporting Best Care. of Medical Services, Dr John Gallichio. Specific committees focus on Person- Centred Care, Co-ordinated Care, Right WESTERN HEALTH | 2015-16 QUALITY ACCOUNT 05 ICU Nurse Unit Manager Nicole Keogh with Western Health patient Dwayne Pitts. During this time, Dwayne received ‘A WORD exceptional care, as evidenced by no pressure injuries or hospital acquired FROM ALEX’ infections. In addition, Dwayne received regular showers, was able to go outside, have a birthday celebration ON BEST CARE with his family and he was able to Chief Executive Newsletter watch the fireworks on New Year’s Eve. This is an outstanding example One of our patients, Dwayne, asked me of providing best care to our patients to share with staff the wonderful care on all levels. he received through his recent stay in Sunshine Hospital ICU. Dwayne and his wife Jenny were so appreciative of the care provided, they In October 2015, Dwayne was admitted made a short video to thank staff for with Guillain-Barre Syndrome, a their support. Jenny also wrote some progressive neurological disorder lovely words of gratitude: which resulted in complete paralysis.