Otway HealtH - swarh2.com.au · Lactation Consultancy Marrar Woorn Community Centre Maternal Health...

QUALITY OF CARE 2009 - 2010 1

Otway HealtH & Community Services

Quality of Care Report 2009 - 2010

2 OTwAY HEALTH & COmmUnITY SERvICES

• 99%achievedinauditfromNationalChildcareAccreditationCouncil.Anecdotallyspeaking,theaccreditordescribedourchildcarecentreasoneofthebestinAustralia,metropolitanorrural!

• Stage1and2ofourrefurbishmentofChildCarecompleted,increasingourspaceandallowingintroductionofafterschoolcare.

• Introductionof“CountUsIn”forourresidents,helpingthemtoaccesstechnologyanduseitforcommunicatingwithrelatives.

• Kitchenstaffparticipatedin“World’sGreatestShave”andraisedover$5000intheprocess.

• ImplementationofRiskmanQforQualityReporting.

• Installationofanewnursecallsystem,includingreplacementofexistingCCTVsecuritycamerasystemanddoorintercomsystem,toincreasesecurity.

• NeedsstudywithLaversHillcommunitytoauspiceaNeighbourhoodHouse,withboardapprovingfundingforCoordinator.

• AnewambulancestationwasconstructedonOtwayHealthlandandparamedicshavebeenplacedpermanentlyatApolloBay.

• AYouthDevelopmentWorkerwasappointedandisconductinganeedsstudyinconsultationwithyoungpeopleandcommunity.

• FundingfromDepartmentofPlanningandCommunityDevelopmentresultedinsuchactivitiesaspaintingofanindigenousmural,launchofmural,andflagraisingceremonyofindigenousflag.

Childcare participating in indigenous mural activities at Marrar Woorn.

• SecondSailsOpportunityShopagainachievingrecordtakingswithadonationtoOtwayHealthof$155,000inNovember2009.

• Increasedusagebyclientsofallservices.(tablepage7)

Kitchen crew participate in Worlds Greatest Shave. Mini Field of Women. New Ambulance Station built on Otway Health and Community Services land.


Throughnetworking,linkagesandpartnershipsenablepeopletooptimisetheirwellbeing.

Allpeopleinourcommunityhaveknowledgeofandaccessto,qualityhealthandcommunityservicesresponsivetotheirneeds.

PhotocourtesyofJefferyRichardson

Quality Of Care repOrt 2009 - 2010

02 Highlights for the Year

03 Mission, Vision

05 About Us

06 Services That We Provide

07 Client Participation

08 Communication With The Community

09 How Can We Improve The Quality of Care Report

07 How We Compare

11 Country of Birth

13 Clinical Governance

14-15 Volunteers

16 Quality and Safety

17 Staff Education

17 Risk Management

18-19 Clinical Care Review

20 Aged Care

21 Medication Safety

22 Emergency Care

23 Aged Care

24-26 Community Services

table Of COntentS


Our CatchmentOtwayHealthservicesthesouthernhalfoftheColacOtwayShire,runningfromSeparationCreekjustwestofLorne,alongtheGreatOceanRoadtoYuulong(40kmwestofApolloBay)andstretchesasfarinlandasForrestandLaversHill.Withapopulationbaseinexcessof3,000whichswellstoover15,000duringpeaktouristseason,thispopulationisspreadoverahugeareaofmountaintracks,NationalParks,andwindingbeachroads.

Accommodationandtouristbasedindustriesheadtheemploymentopportunities(Census2006),however,theseasonalnatureensuresthatthemeanincomeofourcatchmentiswellbelowtheHendersonPovertyline(seetablebelow).Alongtheseaboard,thereisahigherthanaverageratioofretireeswhencomparedtonationalaverage.

Ourphysicalisolation,widelyfluctuatingpopulationnumbers,anddemographicsprovidechallengesuniquetoourhealthservice.

Apollo Bay marengo

Lavers Hill Beech Forest

Forrest wye River Skenes Creeknational Figures

Population 1371 208 170 144 122

Average Household Income 682 956 638 601 1027

Over 65 years of age 20.20% 8.20% 11.80% 11.80% 27.00% 13.30%

25-54 years of age 41.40% 48.60% 45.30% 55.60% 41.00% 42.20%

Australian by birth 83.40% 76.90% 76.50% 93.80% 79.50% 70.90%

English Spoken at Home 93.40% 95.20% 90% 93.10% 91% 78.50%

Employed Full time 50% 52% 42% 50% 35.70% 60.70%

Part time 35% 35% 39.50% 34.10% 54.80% 27.90%

Unemployed 4.20% 4.10% 8.60% 8.50% 0.00% 5.20%

Industry of employ 2 highest categories

Accom14.9%ResBuildConst5.9%

Accom13.6%Cafes,

Restrnts11%

Accom9.5%Hospitals10.8%

Accom16%Hospitals8%

Accom9.5%Building9.5%

Accom1.3%Hospitals3.3%

OtwayHealthandCommunityServices(OHCS)isanintegratedhealthserviceoperatingundertheMultiPurposeService(MPS)modelofhealthcare.Receivingfundingfromlocal,state,andfederalgovernments,beingaMPSallowsOtwayHealththeflexibilitytorespondeffectivelytothechangingneedsofthisremoteruralcommunity.


Clinical CareEmergencyCare24/7

AcuteCare

AidsandEquipmentHire

BeautyTherapy

DayRespiteCare

FoodServicesProgram

NeedleExchangeProgram

NurseClinic

PalliativeCare

Aged CareResidentialAgedCare

ResidentialRespiteCare

SeaMistVillas

Community ServicesAdultandCommunityEducation

Advocacy,Counselling&SupportServices

CentrelinkAgency

ChildCareCentre

CommunityNursing

CommunityWelfare

ChronicDiseaseManagement

CommunityTransport

DeliveredMeals

Dietetics

EmergencyRelief

ExerciseTherapy

FallsPreventionProgram

ForrestNeighbourhoodHouse

GriefandBereavementSupport

HealthPromotion

HomeandCommunityCare

Immunisation

InfantWelfare

IntegratedServicesforYoungChildren

LactationConsultancy

MarrarWoornCommunityCentre

MaternalHealth

NeighbourhoodHousePrograms

OccupationalTherapy

ParentingInformation

PropertyMaintenance

PlannedActivitiesGroup

Physiotherapy

SeniorCitizensCentre

SocialSupport

VolunteerSupport

VisitingServices

AustralianHearing

FinancialCounselling

Eyecare2You

BarwonPodiatry

ColacOtwayShireMaternalChildandHealth

ColacAreaHealthDrug&AlcoholNurse

InsightNutrition&PrivateDietetics

YouthDevelopmentWork

Corporate ServicesAudits

Administration

AssetManagement

BuildingsandGrounds

Cleaning

FinancialManagement

Fundraising

GovernanceSupport

HumanResourcesManagement

InformationTechnology

InformationManagement

InfrastructureMaintenance

OccupationalHealthandSafety

PublicRelations

QualityImprovement

RiskManagement

SecondSailsOpportunityShop

We are committed to continuously improving

our health service in terms of quality of care

and scope of services to meet the needs of

our community

– Linda West, CEO

tHat we prOvide


AREA 2008/09 2009/10Health Promotion Programs Number of Participants 2124 1580Number of Programs 115 72Community WelfareOccasions of Service 927 967 Number of Clients 137 121Hours of Counselling 967 959Emergency Relief Occasions of Service 72 100Number of Clients 37 32Marrar Woorn Neighbourhood House Ongoing Groups 25 28 Activities 315 384 Activity Hours 868 1080 Forrest Neighbourhood House Ongoing Groups 9 12 Activities 161 160 Activity Hours 335 603 Assessment ServicesCase Conferences with GP 12 7Case Conferences without GP 48 13Planned Activity Group Hours of Client Contact 2152 2587 Number of Clients 27 30Community NursingNumber of Clients 44 50Number of Hours 1056 1160 Centrelink Occasions of Service 1872 1704 Child Care Number of Children Attending 53 48EFT Childrens’ Places 15.91 15.56 Physiotherapy Number of Clients 471 460 Maternity Services Number of Clients 27 23Group service classes 18Postnatal nursing visits 44Postnatal/antenatal classes 80Home & Community Care Personal Care Clients 80 163Home Care Hours 2930 3399Delivered Meals 4366 4316Occupational Therapy 48 60Clinical CareNurse/Wound Clinic 216 202Radiology 77 42ECU Presentations 1063 1070 Acute Admissions 85 66Needle Exchange 2755 1093Respite Aged Care 38/375 47/256High Level Residential Aged Care 2800 3206Low Level Residential Aged Care 4597 4675

I would just like to

formally acknowledge

the outstanding

care your residents

receive, the level

of care and respect

would be hard to find

in similar facilities

in Melbourne, even

the one I work for!

I know...(she)...

appreciates the

freedom of choice

and kindness shown

to her although

she does not often

express it. Keep up

the good work

– Resident’s Daughter


witH tHe COmmunity

communication noun theimpartingorinterchangeofthoughts,

informationoropinionsbyspeech,writingorsigns

OtwayHealthplacesgreatimportanceonprovidingthesafestandbestqualityserviceswecanandinordertodothis,wehavetolistentowhatourusersandthecommunityhavetosayabouttheirexperienceofOtwayHealthandlearnfromtheirfeedback.

Anumberofwayshavebeendevelopedtodevelopandimproveourconversationswithourcommunityincluding:

• AnewCommunityParticipationWorkingGrouphasbeendevelopingamoreeffectivemeansofconsultingwiththecommunityabouttheirneedsandtogatherfeedbackaboutthewayservicesareprovided.

• Clientfeedbackaboutserviceshasbeensoughtthroughfeedbackcardsandresultsindicatethat84%ofresponsesindicatedclientswereveryhappywiththeserviceprovidedbyOtwayHealth.

• AprofessionallyproducedDVDillustratingOtwayHealthservicesandactivitieswasproducedanddistributedwidelytogroups,partneringagencies,localbusinesses,governmentdepartmentsandtheDVDmadefreelyavailabletomembersofthecommunityasrequested.

• ANeedsStudyatLaversHillconductedbyOtwayHealth,supportedlocalresidentstodeterminetheactivitiesandservicesthattheyneedtoenhancetheircommunity.TheoutcomehasbeenthedevelopmentofaneighbourhoodhouseprogramforLaversHill.

• TheNewssheetpageenablesOtwayHealthtopromoteservicesandeventsandadvertiseforpositionseachweek.

• WebsitepostingsprovideinformationaboutnotableeventsandhighlightsnewservicesatOtwayHealthaswellasprovidesaccesstopreviousreportsandplansthatguidethedirectionsofOtwayHealth.

• Localpapercoverage.

• Boarddeterminesitemsformediareleasesateverymeeting.

• FeedbackregisterinRiskman.


witH tHe COmmunity

tHe Quality Of Care repOrt

FeedbackfromthelastreportsuggestedthattheQualityofCareReportwaswellreceivedandthatitwouldbeimprovedbygreaterparticipationofstaffreportingfromallprograms.

Thisyearstaffmembersfromallprogramsanddivisionsareinvolvedincontributinginformationabouttheirprogramstothequalityofcarereportsothattheactivityoftheentireorganisationisreflectedinthereport.

Improving distribution and feedback Lastyeartheavailabilityofthe2009QualityofCareReportwaspromotedthroughtheNewsSheetanddistributedwidelytolocalgroupsinthecommunity,alllevelsofgovernment,localbusinessesandotherhealthagenciesintheregion.

TheAnnualGeneralMeeting(AGM)providedafocusforOtwayHealthtopresenttheAnnualandQualityofCareReportstothecommunityhighlightingtheperformanceofOtwayHealthoverthepreviousfinancialyear.EveryoneattendingtheAGMreceivedacopyofthereportandallwereinvitedandencouragedtoprovidefeedbacktoOtwayHealthonthefeedbackformsincludedinthereport.

ReportsweremadeavailableforclientsandvisitorsinwaitingareasandonreceptiondesksinClinicalCareandCommunityServicesatOtwayHealth.

OnlineaccessoftheAnnualReportandQualityofCareReportwasalsoavailableontheOtwayHealthwebsite.

Thisyearwewillimprovedistributionandfeedbackbyadoptingfurtherstrategiesfor

hardtoreachconsumersandcommunities,including:

• PromotingtheReportandrequestingfeedbackintheNewsSheet.

• ContinuingtoincludetheQualityofCareReportwiththeAnnualReport.

• PromotingonlineaccesstotheReportintheApolloBayNewsSheetandOtwayLight(LaversHill)andrequestingfeedbackbyphone.

• DeliveringReportstoouroutreachclientswhoreceiveservicesintheirhome.

• DistributingReportstoeveryhouseholdinourcatchmentviaAustraliaPost.

• DisplaycopiesoftheReportatpertinentpointsaroundOtwayHealthforconsumerstotakehome.

• ProvidecopiesoftheReporttoDoctorssurgeriesinourcatchmentaswellaspharmacists.

EvaluationTheeffectivenessofthesestrategieswillbeindicatedby:

• Thenumberofreportsdistributed

• TheamountandnatureofthefeedbackreceivedfromtheformsintheReport.

• Thenumberofpeopleaccessingthewebsite.

• ThenumberofpeopletelephoningOtwayHealthtoprovidefeedbackontheReport.

Everyone knows their rights and responsibilitiesCommunicationrequiresthateveryoneknowswheretheystandasfarastheirrightsandobligationsare.OtwayHealthensurespeopleunderstandtheirrightstorespect,privacy,qualitytreatment,information,andadvocacy.Clientsalsohavearighttomakeacomplaintandtoconsentorrefusetodiscloseinformation.

StaffatOtwayHealtharemadeawareofthesethrough:

• Ourinductionprogramreinforcedviasignagethroughoutourbuildings

• Writtenintoourstrategicplaninourbrochures

• Discussedatindividualassessmentsandreviewsand

• Implementedintoourprotocolmanagementprocedures(PROMPT)

10 OTwAY HEALTH & COmmUnITY SERvICES10 OTwAY HEALTH & COmmUnITY SERvICES

TheVictorianPatientSatisfactionMonitor(VPSM)providesfeedbackonthequalityofapublichospitalexperiencefromtheadultinpatient’sperspective.TheVPSMprojectisfundedbytheDepartmentofHealthandtheresultsofthesurveyprovideimportantinformationregardingareaswherequalityimprovementactivitiesshouldbedirected.FortheMarch2008-February2009reportingperiod,theOverallCareIndexforallVictorianHospitalswas78.2.Asyoucanseefromthetablebelow,OtwayHealthandCommunityServicesconsistentlyperformsabovethemean,andwhencomparedtootherMultipurposeServices,weconsistentlyperformwithintherange.

Comparison of all multi Purpose Service Provides In victoria for Yearly Overall Care Index (OCI) by Hospital

HospitalName 2008-09OCI

2007-08OCI

2006-07OCI

AlpineHealth[Myrtleford,MountBeauty&BrightCampuses]

83.1 82.9 86

MalleeTrackHealth&CommunityService 78.4* 81.1 84.2

OrbostRegionalHealth 86.3 80 82

OtwayHealth&CommunityServices 84.3* 82.2* 84.3*

RobinvaleDistrictHealthServices 83 79.5 79

Timboon&DistrictHealthcareService 89.7 88.5 87.5

UpperMurrayHealth&CommunityServices 81 83.9 83

*denotessamplelessthan30butgreaterthan10


Asawayofmakingsurewecontinuetoprovideservicesrelevanttoourchangingcommunity,

wecontinuallymonitortheavailablestatistics,includingcountryofbirth.

Ourdataforthe2009-2010yearshowsthatthenumberofpatientsfromnonEnglishspeaking

backgroundshasremainedfairlystableacrossallareas.

Clients born from non-English speaking countries accessing Community & Clinical services

main countries of origin

Rank 2007-08Numberof %ofClients 2008-09 % 2009-10 % ClientsPresented Presented 1 Germany22 1.4% India12 0.8% Holland16 0.9%

2 Greece11 0.7% Holland10 0.6% Greece12 0.7%

3 France8 0.5% Germany8 0.5% Italy10 0.6%

4 Italy7 0.4% Italy8 0.5% Turkey7 0.4%

5 India7 0.4% Greece6 0.4% Poland6 0.3%

6 Holland7 0.4% Poland5 0.3% Malta5 0.3%

7 Germany5 0.3%

8 India2 0.1%

12 OTwAY HEALTH & COmmUnITY SERvICES12 OTwAY HEALTH & COmmUnITY SERvICES

Staffcreatinga‘secretgarden’forchildrenduringtherefurbishment.Thegardenincludesherbs,rocks,andornamentsforacompletesensoryexperience.


Clinicalgovernanceis,atitscore,aboutbeingaccountableforprovidinggood,safecaretopatientsandisfundamentaltocontinuousimprovementinpatientsafety.TheDepartmentofHealth(Vic)providesaframeworkonclinicalgovernanceand,forpublichealthservicesandpublichospitalscompliancewiththeframeworkismandatedinthePolicyandFundingGuidelineswhichunderpinStatementsofPrioritiesandHealthServiceAgreements.

Someoftheareasofresponsibilityinclude:

• Beingclientfocussed.

• Implementariskmanagementplan.

• Developingandmonitoringofaqualityplan

• Reportsandpublicationsarecommunicatedwithcommunityandstaff

• Strongclinicalleadershipandownership.

• Systemsandprocessesareinplacetosupportpatientsafety.

• Compliancewithlegislativeanddepartmentalpolicyrequirements,includinghospitalaccreditation.

• Rigorousmeasurementofperformanceandprogress,includingreportingandreview.

• Continuousimprovementofqualityandsafety.

• Clearlydefinedrolesandresponsibilitiesareunderstoodbyallparticipantsinthesystem.

ClinicalgovernanceishowOtwayHealthensuresthatsafecarequalitycareisprovidedtoclients.TheClinicalAdvisoryCommitteemeetsmonthlytoreviewcareandidentifyanyissuesarisingfromclinicalpractice.Thecommitteeincludes;representationfromApolloBayGeneralPractice,AlliedHealthStaff,NursingStaffandManagementwhomeettoreviewsafetyissuesandidentifyareasofimprovement.

Clinical governance

is...fundamental

to continuous

improvement in

patient safety.

IndigenousMural–MarrarWoorn.


Role of the BoardTheBoardofDirectorsisresponsibleforthegovernanceandstrategicdirectionofOtwayHealthandensuresthattheservicesprovidedcomplywithlegislativerequirementsandtheobjectives,mission,andvisionofOtwayHealth.TheBoardachievesthisbyhavingthecommitteesandworkgroupsreportbacktothemasshowninthecommitteereportingstructurediagramonthispage.

TheBoardmonitorsthequalityandsafetyoftheservicesprovidedatOtwayHealththroughregularmonthlyriskreportsaboutincidentsthathaveoccurredandhowthesewereaddressed.

TheAuditandRiskCommitteeoftheBoardisresponsibleforoverseeingauditsofpracticeinallareas,includingclinical,financialandadministrativetodeterminecompliancewithgoodpracticeacrosstheorganisation.

Board of Directors

Capital Works Committee

Audit and RiskCommittee

Finance Committee

Board Selection Panel

CEO Management Committee

Quality Improvement Committee

Home and Community Care Quality Improvement Group

Clinical Advisory Committee

Consumer Participation Group

Cultural Diversity Group

Patient And Client Records Workgroup

Residential Aged Care

Occupational Health and Safety

Quality Improvement Committee

Child Care Quality Committee

Committee Reporting Structure

Otway HealtH - swarh2.com.au · Lactation Consultancy Marrar Woorn Community Centre Maternal Health...

Documents

Transcript of Otway HealtH - swarh2.com.au · Lactation Consultancy Marrar Woorn Community Centre Maternal Health...