victorian quality account 2015/16 - gv health

Victorian quality account2015/16

healthy communities

Accountability

Compassion

TEAMWORK

Excellence

Ethical Behaviour

RESPECT

Ina Bailey with Katrina McKenzie, Associate Nurse Unit Manager,

Medical Day Stay

Contents

Welcome 5

Actioning Statewide Plans 6Improving care for Aboriginal patients 6

Aboriginal public sector employment 9

Disability responsiveness 10

Improving care for lesbian, gay, bisexual, transgender and intersex communities 12

Strengthening hospital responses to family violence 13

Consumer, Carer and Community Participation 14Doing it with us not for us 14

Our diverse community 18

Community engagement 20

Quality and Safety 22Tell us what you think 22

Accreditation 32

Safety 34

Maternity Services 40

Dental 43

Surgery 48

Providing excellence in aged care 49

Mental Health Services 52

Improving access 54

Continuity of Care 62Leaving hospital 63

Advance care planning 64

Providing compassionate end-of-life care 66

Reader Survey 67

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ValuesCOMPASSIONWe are caring and considerate in our dealings with others.

RESPECTWe acknowledge, value and protect the diversity of beliefs, and support the rights of others in delivering health services.

EXCELLENCEWe act with professionalism to bring the highest quality of care to meet the needs of our patients.

ACCOUNTABILITYWe will be responsible for the care and patient outcomes provided by GV Health, and the consequences of our actions.

TEAMWORKWe work constructively and collaboratively within GV Health, as well as with external partners, to deliver integrated care to our patients.

ETHICAL BEHAVIOURWe act with integrity, professionalism, transparency, honesty and fairness to earn the trust of those we care for.

VisionHealthy communities

MissionGoulburn Valley Health will:

• provide the highest quality care and service in prevention, diagnosis and treatment of injury, disease and other clinical conditions;

• support integrated healthcare;

• drive innovation in healthcare provision;

• work in partnership with others to promote healthy communities;

• provide leadership in healthcare to the region;

• provide opportunities for teaching, training and research in health care;

• attract health care professionals as an employer of choice.

How to access the report

You can download a copy of the Victorian Quality Account at www.gvhealth.org.au/publications or request a hard copy by emailing [email protected].

The Quality Account is available on the GV Health website, articles will appear on our Facebook and Linked In pages and printed copies will be available in the waiting rooms of our various campuses, at local libraries, GP clinics, service clubs and local health organisations.

At GV Health, we continuously strive to improve; your feedback is a valuable part of this process. We encourage you to send us your feedback to drive change within the organisation and inform what you read about in future editions of this report. You can complete the survey at the end of this report or email us your thoughts to [email protected].


mailto:[email protected]

WelcomeOn behalf of the GV Health Board, staff and volunteers, we are pleased to present the annual Quality Account. The Quality Account is an opportunity to showcase our activities and achievements as well as informing the community of the challenges that GV Health faces.

Preparing this report provides an opportunity to reflect on the commitment of the staff and volunteers at GV Health who are constantly striving to improve the safety and quality of the care, treatment and service we provide to the community. There are examples of the excellent improvements achieved this year, such as expanding the dialysis service to provide dialysis overnight and mobilising a dental service van to provide services to disengaged students in the region.

We acknowledge that there are some complex areas that are difficult to fix in a short time frame. As an example, we are working on a strategy to strengthen the health service response to family violence. This is a global issue that requires commitment from everyone in the community and GV Health has a part to play in responding to the challenge. The Emergency Department is another example of difficulty, with community and patient comment on long wait times: there is a lot of work in train on improving in this area.

Providing a safe, quality service underpins everything we do. We closely monitor care and service. There is serious and sustained attention paid to objective measures of the safety and quality of clinical services, including comparing results with the best from elsewhere. We are confident GV Health provides a safe standard of care that compares favorably with peers.

In addition, the feedback provided by our consumers is invaluable in driving improvements. Consumer involvement in the GV Health service is very important to the service: community participation ranges from an active Community Advisory Committee, membership of redevelopment working groups, service redesign teams and volunteer involvement. We have installed new special telephones for people with low vision or hearing loss to make communication with family and friends easier.

We acknowledge the valuable role of consumer complaints and compliments in driving service improvement. Participation in external reviews and accreditation against national standards of quality and safety of health care provides the community with assurance that we provide a safe consumer-focused service that places safety as a number one priority.

We have also implemented a “speaking up for safety’ program. This program ensures that all involved in patient care (staff, visitors, patients and their families) can speak up for a patient’s safety. This program is a vital component to ensure that any concerns about a patients care or treatment can be acknowledged and acted upon.

Out staff are proud to be part of GV Health, they are passionate about the care they provide and this passion ensures that the patients, carers and their support network are at the centre of everything we do. Our organisation is privileged in that staff are part of the community and, as users of the health service, have a role in providing and receiving great care.

We have commenced work to significantly increase our future workforce. This is required given the natural growth of the service and, in particular, expansion in the volume and range of services that will be provided locally when the redevelopment is completed in four years time. The $168.5M allocated to the redevelopment of the hospital is a great thing for the health service and the regional community.

GV Health is working toward a vision of healthy communities. The stories in this report showcase the work we are doing, how we are responding to the needs in our community and region and the commitment from the community and our hard working advisory committees to make GV Health a regional healthcare leader. Importantly, these stories are accompanied by objective data that tracks actual performance.

This report provides the opportunity to read the stories and comments from some of the thousands of patients who have come into contact with GV Health this year. This is a humbling experience and we thank them for sharing.

Regards,

Dr Max Alexander Interim CEO, GV Health

Peter F Ryan Chair - Board of Directors


Actioning Statewide PlansImproving care for Aboriginal PatientsReport RacismGV Health became a Reporting Place under the Victorian Equal Opportunity and Human Rights Commission’s pilot Report Racism initiative. The pilot was designed to test the option of third party reporting of racism related complaints.

The pilot aimed to create an environment where people can feel confident and safe to report any incident of racism.

GV Health’s involvement in the project included training of four staff members as Report Racism officers; promotion of the project within GV Health and to the community; participation in the local governance committee; and evaluation of the pilot which is due to be completed in 2016.

The trial of the third party reporting model is supported by a partnership between the Victorian Equal Opportunity and Human Rights Commission, Victorian Aboriginal Legal Service and Victoria Police.

The 1,000 Turtle Muster A collaboration of GV Health and Gallery KaielaGV Health and Gallery Kaiela worked together this year to promote health and wellbeing through creating art, sharing local Aboriginal culture and learning new skills.

The 1,000 Turtle Muster resulted in the construction and installation of a unique art work made of clay turtles, which had been handpainted by GV Health staff and clients during the 1,000 Turtles Initiative in 2014/15.

L-R: Eric Brown, artist Angie Russi, Manager Gallery Kaiela and Fiona Brew, Chief Nursing and Midwifery Officer, GV Health

L-R: Mellisa Silaga, Cynthia Scott, Carol Collie, Porsha Atkinson, Jan Phillips


Healthy Communities Knowledge ExchangeGV Health hosts the Healthy Communities Knowledge Exchange, which provides valuable data from a number of sources enabling comparison of population health within and outside of the Goulburn Valley.

The data includes a wide range of statistics and indicators covering demographics, morbidity and mortality, preventative health and measures of the social determinants of health and wellbeing.

The Healthy Communities Knowledge Exchange aims to provide access to local and regional health data and population health resources that are valid, timely and reliable.

GV Health has worked collaboratively with the Goulburn Valley Primary Care Partnership and the City of Greater Shepparton to establish and promote the Healthy Communities Knowledge Exchange as a valuable resource in understanding the health needs of our community.

You can view the Healthy Communities Knowledge Exchange at www.gvhealth.org.au

Encouraging understanding and harmony A multi-cultural bus tour was held this year for staff to learn about and better understand other cultures and to encourage harmony in our communities.

Organised by the Ethnic Council of Shepparton and District, the tour provided the opportunity to ask questions about what is important or needed by local communities and how GV Health can help.

Of the 100 participants in the tour, around 22 were GV Health staff members; other community members and Kyabram College Year 12 students also joined the tour.

Tour locations included:

Rumbalara Aboriginal Co-operative Mooroopna

Mooroopna Turkish Mosque

Afghani Mosque

Sikh Temple

Iraqi Mosque

Staff reported that it was a great day of learning and they would definitely recommend participation to others.


Actioning Statewide Plans

Indigenous carer trip to MilduraA cultural tour of Mildura was held for indigenous carers and care recipients in the Community Interlink Commonwealth Home Support Program, Care Relationship and Carer Support program. Participants came from Deniliquin, Albury and Cummeragunja.

The tour provided respite and social inclusion opportunities for this socially and financially disadvantaged group of 16 clients.

The trip, which provided participants with the opportunity to engage with extended family and friends, proved to be motivational for clients.

The tour travelled from Shepparton to Deniliquin, Moulamein, Balranald and Mildura. On the return journey, the tour travelled to Swan Hill on its way back to Deniliquin. Albury clients travelled to Deniliquin by community car and were collected there.

Participants said:

“Bobbie has been bringing the bins in since the trip, he was not doing this before and he is moving around the home a lot more”

“Thanks for a lovely trip - it was good to meet with other aboriginal people”

“Wonderful to catch up with family and friends”

“I am going to take my son to Mildura for a holiday, and introduce him to family”


An Aboriginal Employment Plan Project Officer was appointed at GV Health in January 2016. This appointment led to a review of work experience and clinical placement programs, a review of network relationships with local Aboriginal agencies –such as ASHE, and Ganbina, and a review of the GV Health Aboriginal Employment Plan.

As part of the Aboriginal Employment Plan, GV Health staff have attended various functions, presentations and events to promote GV Health as an employer of Aboriginal people.

Events included:

• The Ganbina Aboriginal Careers Night, presenting opportunities for employment at GV Health.

• The afternoon tea confirming GV Health’s commitment to Closing the Gap aims and activities.

• Participation in annual career expos.

The Aboriginal employment plan forms part of the overall GV Health workforce plan, which details strategies in place to ensure that GV Health has the holistic workforce required for the future delivery of safe and appropriate services in our community.

Aboriginal public sector employment

L-R: Caroline French, headspace; Cynthia Scott, GV Health Aboriginal Liaison Officer and colleague; Dr Md Rafiqul Islam, GV Health Director Research


Disability Action Plan 2016-19The GV Health Disability Action Plan 2016-2019 was developed this year with significant community engagement in the process and has already begun to influence the work of GV Health in the following ways:

• Two accessible telephones have been acquired for use by inpatients, improving access and communication for people who have hearing and vision loss.

• An audit of effectiveness of wayfinding signage was completed at Community Health @ GV Health and recommendations are being adopted.

• The new GV Health Style Guide includes a section on accessibility design principles.

• People with a disability, carers, families and disability service providers are being consulted ongoing as part of the monitoring and evaluation process of the Disability Action Plan.

• A draft procedure developed for the portable hearing loop.

• Awareness of the principles of equity and disability access is being raised internally amongst Executives, Directors, Senior Management and other staff.

• Hearing Awareness Week was celebrated and more than 60 staff received educational updates.

• A hearing loop was installed at the Graham St Campus front reception desk.

New telephones improve access to family and friendsGV Health acquired two telephones this year that will make contacting family and friends easier, particularly for those patients who have low vision or hearing loss.

The telephones have been supplied by Hills HTR and have the features of an adjustable volume, speaker phone, flashing ringer, display screen and large buttons.

The telephones were sought after a patient who had a hearing impairment was unable to use the current telephones provided by GV Health.

The telephones are hired in the same way as standard telephones. Once requested by the patient or identified by staff, nursing staff will retrieve the more accessible telephones.

Providing these more accessible telephones at GV Health is not only about patients being able to contact family and friends, but more importantly, providing equity in healthcare.


Disability Responsiveness

Stacey Morrow and Bernadette Green, Customer Service Officers

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Listening to the newspapers on Vision Australia Radio 100.1FMGV Health is now providing access to local regional newspapers via audio channels within the Shepparton campus, assisting patients and residents who are vision impaired or have a physical impairment to remain informed of local issues and maintain social connections.

If you are blind, have low vision or would enjoy hearing local news stories being read aloud, tune into Vision Australia Radio Shepparton 100.1FM to hear a range of informative programs including readings from newspapers, magazines and books plus interviews and entertainment. You can listen anywhere; at home or patients can listen via the free radio channels on the TV during hospital stays at GV Health.

Not all regional newspapers are available in hard copy for sale or distribution at GV Health; this service ensures a broader range of community papers are accessible to patients and residents.

A dedicated GV Health volunteer and member of the Consumer Advisory Committee, Graeme Taylor had the foresight to bring this initiative to the attention of GV Health executives and the determination to help make a difference for patients.

Vision Australia Radio is a 24-hour radio station. When not broadcasting local news, it broadcasts Melbourne newspapers and other entertainment each day from 7:30am.

Mondays 7am – Shepparton Eye Opener 1pm – Shepparton News 3pm – Riverina Herald, Waranga News and Dookie Saddleback

Tuesdays 7am – Shepparton Eye Opener 1pm – Shepparton News 3pm – Campaspe News and Country News

Wednesdays 7am – Shepparton Eye Opener 1pm – Shepparton News

Thursdays 7am – Shepparton Eye Opener 1pm – Shepparton News 2pm – Yarrawonga Chronicle and Benalla Ensign 3pm – Numurkah Leader and Euroa Gazette

Fridays 7am – Shepparton Eye Opener 1pm – Shepparton News 2pm – Ill Globo (Italian newspaper read in Italian) 3pm – Kyabram Free Press and Cobram Courier

Become a volunteer If you have some time to spare each week, and would like to volunteer to read stories for the program, please contact Vision Australia Radio Shepparton on (03) 5831 9400 or via [email protected]

Schedule of Local Newspaper Programs:

Back: Volunteer Graham Taylor and Donna Sherringham, GV Health Executive Director Clinical OperationsFront: Leona Lewis, patient



GV Health proudly participated in the OUTintheOPEN event this year, Shepparton’s unique festival celebrating community diversity.

OUTintheOPEN was developed to address some of the inequalities faced by the local gay, lesbian, bisexual, transgender, intersex, queer and allied communities and to build a more inclusive community in Greater Shepparton.

OUTintheOPEN is a project led by Goulburn Valley Pride Inc. and supported by many other local organisations and community groups.

• The Bridge Youth Service

• Headspace Shepparton

• Kildonan UnitingCare

• Parents, Family members & Friends of Lesbian and Gay People, Greater Shepparton

• Diversity Group

• GV Health

• Primary Care Connect

• Centre for Excellence in Rural Sexual Health

• Relationships Australia Victoria

• GV Primary Care Partnership

• Greater Shepparton City Council

• Goulburn North East Women’s Health

• GV Hotel

• Victoria Police

• Word and Mouth

• WayOut

GV Health sexual health and health promotion representatives participated in the festival’s health/wellbeing forum at the Goulburn Valley Hotel and a carnival day at the Queens Gardens, as well as other events held throughout the City of Greater Shepparton.


Improving care for lesbian, gay, bisexual, transgender and intersex communities

Jessica Orr, GV Health, Health Promotion Officer and colleague


Andrea Caia was appointed to the newly created position of Manager, Trauma Informed Services at the Goulburn Valley Centre Against Sexual Assault (GVCASA), to improve early identification and response to all forms of inter-personal violence, not just sexual assault.

This new position was created to strengthen the co-ordination of preventative, early intervention, therapeutic and advocacy responses to victims of all forms of inter-personal violence, including child abuse, elder abuse, sexual assault and family violence.

GV Health was one of two regional Health Services, in early 2016, to participate in the Strengthening Hospital Responses to Family Violence (SHRFV) Project to assist public hospitals to implement a ‘system wide’ approach to respond to family violence.

The healthcare system is an early contact point for many people who have experienced family violence; as such, health care providers are in a unique position to provide a pathway to support and assistance. With appropriate education and support, health care providers can reduce the barriers for patients to disclose their concerns and be a catalyst for action.

By participating as an organisation, we can begin to help change the culture and ensure GV Health staff are equipped with the skills training to respond appropriately to support victims of family violence in the local community.

On average, at least one Australian woman dies at the hands of a current or former partner every week.

Strengthening Hospital Responses to Family Violence

Andrea Caia, Manager Trauma informed Services


Consumer, Carer and Community Participation

Introducing the Consumer Health Information Review Panel Consumers have a new way to participate in the development and review of GV Health consumer publications, to ensure they are easy to understand and appropriate for the intended reader.

A Consumer Health Information Review Panel has been established to to provide a consumer perspective and feedback on the quality of consumer information used at GV Health.

The panel reviews the clarity of purpose and readability of materials, how graphics and pictures are used and availability in other languages.

GV Health values partnering with consumers in their care. This involves the provision of up to date, accessible and usable information to assist consumers in planning and making decisions about their care.

If you are interested in volunteering on the Consumer Health Information Review Panel, please contact the Employment Services Department on (03) 5832 2309 or [email protected].

Doing It With Us Not For Us

Members of the CHIRP:Rita Bloomfield, Jacinta Burnicle, Aileen Kemp. Geoff Long Absent: Rika Beeton



Celebrating our volunteers

Lorraine RiordanLorraine Riordan has been a community champion for many charities in Shepparton almost all her life. In 1967, Lorraine was appointed the inaugural President of the Goulburn Valley Hospital Ladies Auxiliary and only recently resigned.

Lorraine‘s husband Kevin was a City of Greater Shepparton Councillor for many years, including fulfilling the Mayoral role on several occasions. Together they were renowned for their commitment to the Shepparton community.

In 1998, Lorraine and her husband Kevin were recognised for their combined 81 years of continuous service to GV Health, with Kevin having served on the Hospital Board of Management for 51 years.

In 2007, Lorraine was recognised by the Auxiliary for her tireless commitment and in 2010 she was recognised by the Victorian Government’s Department of Health by being awarded the Minister for Health’s 2010 Volunteer of the Year for her outstanding service to GV Health.

Lorraine Riordan was presented with a Companion of GV Health Award at the 2015 Annual General Meeting for her significant contributions to the organisation through philanthropic and voluntary efforts.

Heather HalsallGV Health volunteer, Heather Halsall was named the 2016 Greater Shepparton City Female Volunteer of the Year.

Heather has been a volunteer at GV Health’s Oncology Unit since the unit opened nearly five years ago. Heather assists with morning teas, chats with the patients and their families, collects the newspapers and milk supplies, ensures that magazines and other reading

material is available and offered to patients and families.

In addition to her role at GV Health, Heather has been advocating for more than four years for the establishment of a youth space in the form of a “KarShed” for kids. This vision has been realised in the past 12 months with the establishment of the KarShed ion the grounds of the Driver Education Centre on Wanganui Road, Shepparton. This program offers young people the opportunity to work on cars and acquire new skills, which may encourage young people to engage in the automotive industry.

Heather is a kind, caring and passionate community member and a champion for Shepparton. Congratulations Heather!

Chris McPhersonFor more than 40 years, Chris McPherson was a passionate and committed advocate and a tireless leader for his community and the broader media industry. He contributed significantly to the ongoing development of the hospital and its services.

His leadership has been evident in many facets

of the community having served on the Boards of Goulburn Ovens Institute of TAFE, the Goulburn Valley Grammar School Foundation, the Melbourne College of Printing and Graphic Arts, and the Shepparton Apex Club. Chris was also awarded the prestigious Rotary Paul Harris Fellow Award in 2014.

In 2008, Chris was diagnosed with prostate cancer, and his dedication to raising research funds resulted with his vision for the “Biggest Ever Blokes Lunch.”

The inaugural lunch in 2008 was attended by 600 blokes in Shepparton and raised $144,000. Since then these annual events have raised almost $1 million.

In 2015 Chris and his team donated the lunch proceeds to GV Health to enable the employment of a specialist Prostate Cancer Support Nurse.

Chris was awarded a Companion of GV Health Award at the 2015 Annual General Meeting for his significant contributions to the organisation.

Sadly, Chris passed away in December 2015. His extraordinary efforts have helped to make a difference in the lives of many people – and will continue to do so as part of the legacy he created.

Carmel Johnson, GV Health Foundation Director, Lorraine Riordan and Dale Fraser, GV Health CEO

Volunteer of the Year Shepparton Council Heather Halsall

Chris McPherson


DARE to reduce risk behaviourA new Drug, Alcohol, Risk Education (DARE) program has been introduced to provide young people with a very real experience that will help them to make informed choices relating to risky behaviours that may lead to injury and trauma.

The half-day DARE program includes a mock trauma event, where students participate and take on the roles of health professionals at the initial assessment phase after a trauma occurs. This is held in the GV Health emergency department; followed by a debrief session.

The students are then involved in an interactive session on drugs and alcohol. They hear about the experiences health professionals have on a daily basis and how and why illicit drugs are so dangerous. This provides the students with information to hopefully make strong choices in the future.

They participate in a 'rehab' session, where they work at three different stations; living with a brain injury, a long-term injury and acute equipment used when caring for patients, such as splints and braces. These sessions highlight some of the possible consequences of risk-taking behaviour and the impact on individuals and families of trauma.

In 2015/16, 70 local students participated in the DARE program, from Shepparton high School, Maguire Secondary College, Wanganui Secondary College and Kyabram Secondary College.


Below: Students participating in the DARE program.


Emergency Department Renovation Works CompletedRenovation works at the GV Health emergency department have been completed and the newly improved waiting area is now open.

The expansion was conducted in response to public feedback about the need for improved and expanded facilities for patients waiting for treatment and their families or carers.

The renovations were funded by community donations to help improve patient flow through the emergency department.

Expanding and improving the facilities within the emergency department enables us to better respond to the emergency care needs of the community in the future. Enhancing the physical waiting room amenities and providing an additional 25 square metres of space has doubled the size of the waiting area.

The installation of new signage in the emergency department will improve communication and ensure clear directions are provided to patients upon their arrival at the hospital, and about what to do when they get there.

The building works included:

• Three cubicles re-designed to meet the specific needs of children and families. Windows and doors made from switchable glass, instead of the traditional cubicle curtain, provide privacy and security. With the flick of a switch, the glass can turn from clear to frosted to enable observation and/or privacy. The rooms are also themed appropriately with jungle, space and under water motifs to help distract children.

• A new access point was created from the emergency department into the imaging department to streamline the movement of patients in and out of the department.

• The nursing station overlooking the short-stay beds was upgraded to offer better oversight of patients.

• The waiting area for the emergency department has expanded to include 20 additional seats. A child-friendly play area has been created to entertain children with appropriate toys in a secure environment.

We are grateful for the ongoing support from the community, which has made the renovations to the Emergency Department possible.

Community contributions for the renovations totalled approximately $700,000, including donations from the GV Health Foundation ($454,000), Shepparton Central Rotary Club ($85,000) Tatura Milk ($10,000), , Blokes and Boats ($7000), as well as anonymous donors and other community donations.

Below: Melanie Haynes, Registered Nurse, ED


55 GV Health

departments used interpreting services

887 clients received

interpreting services

2,967 interpreting sessions

were provided in 43 languages.

57% of clients who were

identified as needing an interpreter received one.

41 languages were provided through telephone interpreting.

18 languages were provided for

onsite interpreting and accounted for

67% of bookings.

Interpreter services are provided to ensure that patients with low proficiency

in English can participate in decisions about their care.

Our Diverse Community



Top 5 languages requested 2015/16

33%32%

15%5%8% 8%

Arabic Dari Other Turkish AlbanianHazaragi

55 GV Health departments used interpreters in

2015-16, compared to 51 in 2014-15.

Six Departments used 72% of interpreting services (55 Departments used Language Services)

John Ibrahim, nurse and Rawan Shamri, Customer Service Officer

0%

5%

10%

15%

20%

25%

30%

Dental Antenatal Outpatient

Clinic

Specialist Consulting

Suite

Admissions Community Health

Diabetes Other

22%

18%

15%

8%

5% 4%

28%


Community Engagement

Facebook Follow and ‘like’ GV Health on Facebook to stay up to date on the latest news and events.

Linked In Get connected and network with GV Health via Linked In. Find out about jobs and training opportunities available, awards and more.


Engage with us


Wilmot Road Primary School students designed and created magnificent flower art works to brighten the mobility garden for rehabilitation patients in the GV Health Mary Coram Unit.

Thank you to the wonderfully creative students and teachers at Wilmot Road Primary School for bringing smiles to our patients!

The mobility garden is blooming

Carmel Johnson, Director GV Health Foundation with children from Wilmot Road Primary School


Tell us what you thinkConsumer feedback is vital to help improve the services GV Health provides to the community and we encourage you to please tell us what you think.

Consumer feedback is collected through verbal, electronic and paper-based methods.

Quality and Safety

Constructive FeedbackGV Health has responded to consumer feedback and improved consumer satisfaction of the handling of complaints by changing the complaint management process this year.

These changes have led to complaints being addressed faster. Complainants are advising that they feel they have been listened to and are satisfied with the way their complaint has been handled at GV Health.

Jan Phillips, GV Health Consumer Liaison Officer


Complaints resolved within 30 daysThe percentage of complaint cases that were closed within 30 days has increased from 50% to more than 90% in 10 out of 12 months. This reflects improved responsiveness, increased timeliness and actions being taken faster.

Mon

th

Com

plai

nts

Per

cent

age

reso

lved

in

30 d

ays

Mar 15 50 42%

Apr 15 53 68%

May 15 31 94%

Jun 15 35 100%

Jul 15 34 100%

Aug 15 46 100%

Sep 15 51 100%

Oct 15 51 100%

Nov 15 31 97%

Dec 15 34 100%

Jan 16 27 93%

Feb 16 55 96%

Mar 16 53 79%

Apr 16 46 89%

May 16 54 98%

Satisfaction with way a complaint was handledThe number of people who are satisfied with how a complaint was handled has increased by 22% from 2013 to 2016.

The number of people who were unhappy with how their complaint was managed has decreased from 33% in 2013 to 7% in 2016.

2013

2014

May

- O

ct 1

5

Dec

15

- Fe

b 16

Satisfied 49% 67% 70% 71%

Somewhat satisfied 18% 15% 12% 21%

Not satisfied 33% 18% 19% 7%

Staff listened to complaintThe number of complainants who feel they have been listened to has increased from by 36% from 2013 to 2016.

The number of complainants who do not feel listened to has been reduced to zero this year, from 24% in 2013. This has had a significant effect on the overall satisfaction level with the complaints handling management at GV Health.

2013

2014

May

- O

ct 1

5

Dec

15

- Fe

b 16

Satisfied 57% 79% 81% 93%

Somewhat satisfied 20% 3% 2% 7%

Not satisfied 24% 18% 16% 0%

Number of Complaints20

12/1

3

2013

/14

2014

/15

2015

/16

Complaints 427 496 517 505

In 2015/16, 445 compliments

were received


Compliments

Main reception“I would like to give a compliment to LISA from the front desk. She is always so friendly and helpful. I have just become a paraplegic and she organised a maxi taxi, as I have never done it before. She made sure everything went smoothly and even booked the taxi for me to return to Rehab. She is the most helpful person I met during my hospital stay.”

Rodney, Mooroopna 29 July 2015

Emergency Department“Thank you to Carol Anne Davies for caring so beautifully for Nick. Her compassion, expertise and professionalism were outstanding! Thank you to the EMU nurses Judy Bogdan and Jess Quinn for their excellent patient care and kindness. We had a wonderful experience at the Emergency Department, as a patient and family member. Keep up the good work!”

Nicholas, Nathalia 25 August 2015

Cardiac Rehabilitation“I am writing to thank you for all your help at Cardiac Rehab after my bypass. It is a very good idea; you learn a lot about your body and heart, and how it all works. Christine and Sian and staff are a great credit to their job. They were all very helpful. It is good to meet other people, all having the same operation. The different speakers each week help a lot too. Keep up the good work.”

Chris, Kialla Lakes 28 February 2016

Medical Day Stay“The new location of Medical Day Stay is lovely. It makes coming in regularly more appealing. The staff are very friendly and are attentive to their patients and their needs.”

Madieson, Invergordon 28 December 2015

“From my time of admission to the time of discharge, I found all staff, doctors, nurses etc to be extremely professional and pleasant at all times. I was quite amazed by the obvious enthusiasm and ability of some of the younger nurses and the incredible understanding displayed to be especially during my time in ICU. Thank you for the great service. PS. I have attached than you notes for ICU. Please pass this on to them. To the ICU staff, I was recently a patient at GV Health and would just like to say a big thank you to each and every one of you for the outstanding care and attention provided to me during my stay. I found your level of professionalism, compassion and understanding to be nothing short of amazing. It takes special people, with special talents and abilities to do what you do each and every day (Plus you all do it extremely well). Be very proud of yourselves and your hospital, and keep up the good work. Thanks again.”

Edward, Strathbogie 28 December 2015

Child and Adolescent Unit“Fantastic care given by all doctors and nurses on the Child and Adolescent Unit. My son is an identical twin and between the two boys, we have been to Royal Children’s Hospital, Monash Medical Centre and the Angliss Paediatric wards, and your Child and Adolescent Unit was the best care we have ever had on a Paediatric ward. Thank you to all your staff for being so dedicated and caring, and ensuring my son's five night stay was as best a possible experience as they could. Thank you.”

Ferguson, Bayswater 29 April 2016

Nuclear Medicine“This Department were absolutely fantastic with my son. They listened to our concerns about his Autism and their care and respect was evident. They were so supportive and understanding of his difficulties and made him comfortable and happy. We couldn’t speak more highly of this team of scanners, doctors and reception staff. They were terrific.”

Austin, Mooroopna 1 June 2016

Quality and Safety


Rehabilitation Unit“From the bottom of my heart, thank you to the service provided to me after my stroke in May 2016. My treatment in Rehab ward was excellent. I relied on weekly, fortnightly and monthly rehab sessions in CRC with OT, speech and physio and counselling. Those girls were my lifeline. I tell everyone that I put my recovery down to their constant care and understanding. Also my continuing drive and hard work at home, putting all their suggestions into practice. Thank you so much for all the support given to me. Your staff are the best.”

Lorraine, Numurkah 27 May 2016

Medical Ward“I have nothing but praise for the caring and professional staff of the medical ward. The care was first rate and my wife and I were treated with respect at all times. The workload was demanding but we never saw any evidence of frustration affecting the delivery of care. We hope that their dedication is acknowledged by all in the community.”

Graeme, Shepparton 22 December 2015

Thank you Dr Suresh Jayasundera Waranga Memorial HospitalMr Jim Burgess was admitted to the Waranga Memorial Hospital in September 2015, referred by the Waranga district nurses as his family was not coping well at home with his end-stage respiratory failure, secondary to pulmonary fibrosis. He was on a high concentration of oxygen and was experiencing increased shortness of breath associated with minimal exertion.

His quality of life improved at Waranga Memorial Hospital to a level that he was able to enjoy Christmas and the new year with his family.

He used to joke, during the ward rounds, about his departure from this world soon in the ‘plane parked outside’.

Dr Suresh Jayasundera always said to him that, as he was the pilot (doctor), he would delay the departure by helping him maintain a good quality of life, supported by the Waranga Memorial Hospital staff.

His condition began to fluctuate in March 2016 and once, on a Sunday when his condition was bad, Dr Suresh assured him that he would pull through with the medications prescribed. He did indeed improve.

He told one of the nurses that he had a surprise gift for Dr Suresh, which he had specifically requested to be made.

Dr Suresh visited Jim on a Friday and he had deteriorated. Though he was short of breath and comfortable, he was sleepy because of the medications.

He requested Dr Suresh to take a token gift from him as an appreciation for his outstanding care. Dr Suresh unwrapped the gift, a framed picture of an airplane, and beautifully written note.

Dr Suresh told him he would see him again on Tuesday. His last words to Dr Suresh were “Doc, I won’t be there by Tuesday”; and said thank you for everything.

The nurses called Dr Suresh on Saturday morning to advise that Jim had passed away peacefully in the early morning, surrounded by family.

Dr Suresh Jayasundera


Responding to Community FeedbackFeedback from consumers highlighted that some improvement was needed with the provision of day-to-day care for patients.

In response, GV Health has created new traineeships this year for Health Assistants in Nursing, working in the acute care wards. This traineeship program has created a new pathway into a health career.

Health Assistants are involved with direct patient care, assisting with hygiene, nutrition, mobility, safety, working as part of a team alongside registered and enrolled nurses.

The first cohort of trainees is employed while studying toward their Certificate III in Health Services Assistance and working at GV Health. Training is being provided by GO TAFE and the traineeships are facilitated by MEGT.

The creation of these new jobs is already making a significant difference for staff and patients.

The introduction of Health Assistants in Nursing has enhanced the holistic, personalised care provided to patients at GV Health. Health Assistants are also helping to reduce the number of falls experienced by patients in hospital.

Increased complexity, acuity and throughput in in-patient wards means that we need to provide greater support for registered and enrolled nursing staff to enable them to focus on more complex clinical tasks and better manage their workloads.

Quality and Safety

2016 Health Assistants in Nursing cohortL-R: Back row: Lyn Brett, Project Officer; Leonie Crupi, Sarah O'Connor, Georgia Beach, Michelle McMaster, Donna Sherringham, Executive Director Clinical OperationsL-R: Front row: Jack Armstrong, Alyssa Reid, Nicole Marshall, Sam Rennie, Dean GardinerAbsent: Stacey Guthrie


Community participation in quality and safety improvementGV Health introduced three new awards in 2015; Health Literacy Award, Excellence in Consumer Participation in Quality Improvement Award and the Patient-Centred Care Award.

Health Literacy Award

This award recognises best practice in development of consumer information resources.

More than 13 new publications were approved and introduced this year that had been assessed using the Suitability Assessment of Materials (SAM) tool, which includes:

Clarity of purpose and content Literacy demand Use of graphics Layout and typography

Learning/motivation

Judging considered the involvement of consumers in developing and testing the materials, availability in other languages and more.

Three finalists were selected: My Health in Shepparton booklet

(by Jessica Orr and Mellisa Silaga) Early Childhood Intervention Services

(produced by Community Interlink)

Home Care Program (produced by Community Interlink)

And the winner was:

My Health in SheppartonThis publication stood out from the rest in a number of ways. With a SAM score of 93%, it had a particularly high ranking for literacy demand and effective use of graphics.

Consumer involvement in the development and testing of the book was significant. The book was also made available in three languages, in addition to English.

Excellence in Consumer Participation in Quality Improvement Award

This award is given annually by consumers for registered Quality Improvement Activities that demonstrate good practice in consumer participation in quality improvements, and to encourage us to involve consumers in planning, analysis of data and evaluation of our improvement efforts.

Six finalists were shortlisted from the 58 quality improvement activities completed in 2014/15 (in alphabetical order):

Consumer experience of bedside handover (by Kerry Swann)

Evaluation of the GV Passport Program (by Caroline French)

Family and Friends Resources (by Caroliine French)

GEM in the Home Client Satisfaction Survey (by Eliza Whelan)

Pre and Post Trial of Void Patient Information (by Debbie Black)

Rural Allied Health Team Consumer Satisfaction Survey (Jenelle Gannon)

The 2015 Excellence in Consumer Participation in Quality Improvement Award goes to:

Caroline French from headspace for work on the Help Us 2 Help Them – Family and Friends Resources project.Family and friend advisers were involved in the re-design of the reception area at headspace Shepparton, to create a space for parents who may be distressed or in need of privacy and to provide a dedicated area for information and resources for family and friends to be displayed.

The judges were impressed that this activity involved consumers in several ways:

The activity was undertaken in response to feedback from family and friends.

Consumers were consulted to identify options and solutions were identified using focus groups.

Feedback was sought from family and friends to evaluate the improvement outcomes.


Patient-Centred Care Award

This award is presented by consumers for care that demonstrates the principles of patient and family-centred care.

Award recipients are selected based on the feedback GV Health receives from patients and their families through compliments received.

The selection panel reviewed more than 30 compliments each month to identify the finalists for this award. These included (in alphabetical order):

Emergency Department Rehabilitation Unit Rural Health Team Specialist Consulting Suites Speech Therapy Department Surgical Unit

The 2015 Patient-Centred Care Award was presented to:

Mary Coram Rehabilitation Unit, which rated frequently in the list of monthly finalists over a six-month period.In the compliments received, the Rehabilitation Unit was recognised for respect for patient values, preferences and needs; providing emotional support and alleviation of fear and anxiety; the provision of physical comfort in an environment of care; and the involvement of family and friends.

Quality and Safety

Staff from the GV Health Mary Coram Rehabilitation Unit


People Matter SurveyThe People Matter Survey is an employee opinion survey run by the Victorian Public Sector Commission.

The core survey monitors the application of the public sector values and employment principles within public sector organisations.

It contains questions about employee perceptions of the way the values and employment principles are demonstrated within the organisation by leaders, managers and colleagues and measures employee satisfaction and engagement. The response rate for the June 2016 survey was 23%; the previous survey response rate in June 2014 was 46%.

What we are doing well:

I believe the work that I do is important.

• 99% agree or strongly agree

I have a clear understanding of how my own job contributes to my workgroup’s role.


I clearly understand what I am expected to do in this job.


I enjoy the work in my current job.


I get a sense of accomplishment from my work.


What we need to improve:

My organisation inspires me to do the best in my job • 33% neither agree or disagree

My organisation motivates me to help achieve its objectives.

• 32% neither agree or disagree

I am confident that I would be protected from reprisal for reporting improper conduct


Senior managers model the public sector values


I would recommend a friend or relative to be treated as a patient here.


GV Health has adopted an organisation-wide approach to targeting the areas identified for improvement in the People Matter Survey.

This includes strategies such as a comprehensive anti-bullying program, extensive education and training for management, empowering staff to develop clinical improvement plans and instilling accountability via our CREATE our Future strategy.


Victorian Healthcare Experience SurveyThe Victorian Healthcare Experience Survey is a statewide survey of people’s public healthcare experience. These results report on the survey undertaken at GV Health from April to June 2016.

The experience of care received at GV Health by adult inpatients was reported as good or very good by 79% of respondents.

The experience of care received at GV Health by paediatric inpatients was reported as good or very good by 88% of respondents.

Quality and Safety

What we are doing well:

Overall, how would you rate the care and treatment you received from your nurses?

Overall, how would you rate the care and treatment you received from your doctors?

How well do you think the ambulance service and ED staff worked together?

GV Health has worked collaboratively with the Ambulance Service to strengthen relationships and continue to improve patient care.

Health professional discussed patient's worries or fears

This represents a 17.1% improvement from the previous quarter. During this time, a ‘Welcome to the ward’ document was introduced to provide helpful information to patients and families on admission.

Awareness was raised with families to help them feel confident with escalating care concerns if they notice their loved one is deteriorating. A specifically designed brochure is being distributed to families and staff are discussing these communication options with families to ensure they are empowered to reach out for help when it is needed.

What we need to improve:

Before you left hospital, did the doctors and nurses give you sufficient information about managing your health and care at home?

Thinking about when you left hospital, were adequate arrangements made by the hospital for any services you needed? (e.g. transport, meals, mobility aids)

If follow up with your General Practitioner (GP) was required, was he or she given all the necessary information about the treatment or advice that you received while in hospital?

Amount of time spent in the ED was about right

Consumer feedback identified that GV Health needed to improve its patient discharge processes. We are working together with local doctors and other local health services to develop ways to improve the transition home following admission in hospital.

This represents an 18.1% decrease from the previous quarter. GV Health is currently reviewing processes to improve patient flow through the emergency department.

Jun 1671%

Mar 1661%

Dec 1568.5%

Sep 1573.5%

Jun 1669%

Mar 1652%

Dec 1560%

Sep 1568%

Jun 1687%

Mar 1681%

Dec 1587%

Sep 1589%

2015/1693%

2015/1682%

Apr-Jun 1652.8%

State Average35.8%

2015/1695%

2014/1567%

Apr-Jun 1652.2%

State Average70.4%


Improving Workplace CultureGV Health introduced an engagement and accountability program, known as CREATE, which focuses on key principles of service excellence, staff engagement, reward and recognition and manager capability.

A number of leadership days have been held, giving managers the opportunity to further develop the CREATE program and to discuss ways in which it can be embedded within the organisation.

Along with the CREATE program, GV Health developed a Bullying and Harassment Strategy and action plan in December 2015 to proactively manage poor behaviour and conduct within the workplace. The strategy was reviewed upon the release of the Victorian Auditor General's Office report into bullying within the public health sector and the Department of Health and Human Services strategy.

In January 2016, a reward and recognition program was introduced. Bi-monthly awards are presented to staff who are living the GV Health values; Compassion, Respect, Excellence, Accountability, Teamwork and Ethical Behaviour.

The awards have given staff the opportunity to recognise staff throughout the organisation for their individual contributions to modelling the values.

There has been an average of 29 nominations per value, with the majority of the nominations being made by staff who are either in a different department or discipline to themselves.

Sarah O'Shannessy, Enrolled Nurse with Parkvilla resident Mrs Serra


AccreditationThe safety and care needs of our consumers is our priority at GV Health. One way that we achieve this is through a process called ‘accreditation’, during which we are tested against a range of national safety and quality standards by external, independent auditors who visit and assess our services. Accreditation helps ensure that all health services maintain an appropriate standard of care and continuously improve.

All services throughout GV Health are delivered in accordance with the requirements of the National Safety and Quality Health Service (NSQHS) Standards.

GV Health was successfully accredited under the national standards in March 2014. The next accreditation process will take place in March 2017, under a new set of EQuIP National Standards.

These standards increase the focus on the corporate and non-clinical services that support the provision of safe, quality care throughout the organisation.

The GV Health residential aged care facilities, Grutzner House, Shepparton; Parkvilla, Tatura; Waranga Nursing Home and Waranga Aged Care Hostel, were all accredited this year by the Australian Aged Care Quality Agency (AAQCA). The AAQCA ensures appropriate quality and safety standards are met.

The GV Health Medical Imaging service and Pathology service at Echuca also successfully achieved accreditation this year against the Diagnostic Imaging Accreditation Scheme and the National Association of Testing Authorities respectively.

Quality and Safety

Heidi VanDenEnde, Nurse Unit Manager, Tatura with Michelle Flanagan, Administrative Assistant, Tatura


Prof. Alex Pitman and Dr Priyanka Gahlot

Linda Truong, Chief Medical Imaging Technologist

Amy Burgess, Medical Scientist


Quality and Safety

Safety

Improving quality and monitoring systems in response to adverse eventsGV Health has a robust, redesigned review and monitoring system, called the Clinical Multidisciplinary Senate, to review adverse outcomes and other complications related to patient care. The motto of the group is ’take gaps in care found back to the source of care to ensure lessons are learnt’.

A common theme was identified during a review of adverse and sentinel events at GV Health in 2015/2016; the inability of care concerns to be escalated by staff and consumers.

In response, a new initiative for staff, patients and families was trialed to encourage the escalation of care when needed.

A pilot project was conducted in the Child and Adolescent Unit to strengthen a responsive culture of speaking up for safety. Initial results indicated a significant reduction in complaints; no complaints were initiated from the Child and Adolescent Unit for five months). Following the success of the pilot program, additional development of the Speaking Up for Safety campaign was conducted.

An agreed framework and policy for speaking up for safety was established.

The Partnering with Patients campaign and clinical escalations processes were aligned.

Presentations were made to multidisciplinary workforces about speaking up for safety.

Speaking up for safety

When a patient with significant health and social issues presented five times in three months this year, critically ill and requiring life-saving interventions, staff identified and escalated their concern.

Concern was escalated to the Chief Medical Officer and Chief Nurse and Midwifery Officer, who facilitated a multi-disciplinary case management meeting, involving emergency, critical care, acute care providers and community care service providers.

The patient was provided with supported care and has not required life-saving interventions since.

This example is only one example that represents the day-to-day escalations that happen for 575 admissions each week at GV Health.


Preventing and controlling healthcare associated infections Infection prevention and control is everybody’s responsibility. GV Health has a team of three infection control staff who support all other healthcare workers with their responsibility of preventing health care associated infection.

This is a key element of patient safety and GV Health staff work hard to prevent these events. There are a number of surveillance activities in place which monitor central-line associated blood stream infections and Staphylococcus aureus Bacteraemia infections.

A large effort has been made by the staff involved in the Antimicrobial Resistance Prevention to empower, educate and implement antibiotic stewardship at GV Health at grassroots level, in each drug chart.

ICU central line associated blood stream infections

Some patients are at risk of developing healthcare associated infections, including bloodstream infections. It is believed that a large number of blood stream infections are associated with the presence of a central vascular catheter (central line). Blood stream infections can be serious infections and typically cause a longer hospital stay. The data indicates that GV Health infection rates have improved, with no incidence of central-line associated blood stream infections in the intensive care unit during 2015/16.

SAB rate per occupied bed day The most common bacteria that cause blood stream infections in a healthcare setting is Staphylococcus aureus. GV Health has various strategies in place to reduce the chance of these infections occurring, including Aseptic Non-touch technique for all procedures, promoting good hand hygiene practices and developing clear guidelines for staff. GV Health continually strives to minimise infection rates.

2014/15

1.4/1,000 central line days

2015/16

0/1,000 central line days>

Target 2015/16: 1.0/1,000 central line days

2014/15

0.4/10,000 central line days

2015/16

0.5/10,000 central line days>

Target 2015/16: <2/10,000 central line days

Dianne Gribble, Laboratory Technician


It’s OK to ask me if I’ve washed my hands

GV Health Hand Hygiene Compliance

Have you had a flu shot?

Staff vaccinated against the flu

Quality and Safety

81.9% 2016

81% 2015

66% 2014

Department of Health and Human Services Target: 80%

75.5% 2014

Department of Health and Human Services Target: 75%

82.5% 2015

76.1% 2016

Dr Mark Harris, physician


Take charge of your Medications!GV Health is committed to the safe use of medications, through medication reconciliation (the process on ensuring that you are on the right medication for you at that time) and educating patients on how to use their medications appropriately.

We encourage every patient to have a comprehensive “Medicines List” and carry it to ensure the medications you are prescribed, dispensed and administered are safe. It also helps minimise the occurrence of medication errors.

We strive to ensure that antibiotics are used appropriately as part of the antimicrobial stewardship program.

Inappropriate prescription of antibiotics is one of the biggest public health issues, as highlighted by the World Health Organisation.

The GV Health Pharmacy staff will be presenting, at a national conference, on how we are leading the way in promoting better use of antibiotics in outpatient clinics.

The GV Health Pharmacy has continued to develop strong relationships with regional partners, such as the Seymour Health Service and Kyabram District Health Service, to enable local chemotherapy patients to receive safe, specialist care closer to their homes.

Take charge of your own medications:

Ask the right questions! Ask the right people! And follow the right advice!

RIGHT: Stephanie Truong, pharmacist


Safe use of blood and blood products Blood and blood products are a precious resource. While the use of blood and blood products can be life-saving, there are risks associated with their administration.

GV Health is committed to safe and appropriate prescribing and clinical use of blood and blood products. Monitoring of the number of red cell units issued for transfusion over a 12-month period has illustrated a gradual reduction in the frequency of red cell transfusion being prescribed and is reflective of best practice, as designated by the National Blood Authority Patient Blood Management Guidelines.

Quality and Safety

0

40

80

120

160

200

Jan Feb Mar Apr May Jun

Number of packed red cell units issued for transfusion

2015

2016

Orhan Sheriff, Medical Scientist


Preventing and managing pressure injuriesThe prevention and management of pressure injuries is a major concern within GV Health due to the impact on a patient’s quality and duration of life, including the economic effects for both patients and the organisation.

Pressure injuries are wounds that are a significant health care threat to patients who have chronic diseases, restricted mobility and advanced age. A pressure injury is a localised injury to the skin and/or underlying tissue, usually over a bony prominence, as a result of pressure, shear or friction, or a combination of these factors.

GV Health takes a comprehensive approach to prevention and management of pressure injuries, focusing on improved screening, reporting, accurate documentation and treatment of pressure injuries for all inpatients.

Each year, the service conducts an organisational-wide clinical audit of pressure injuries. Every inpatient at GV Health is screened and benchmark data is collected to track progress of preventative and therapeutic interventions, whilst identifying gaps in measures used to improve patient outcomes.

The result has been pleasing, with the incidence of pressure injury prevalence measured at 16.9% in 2012 now reduced to 11% in 2016. This result is in line with the strategic goals set by GV Health in 2014/2015; which was total pressure injuries less than 3.5 per 1,000 bed days.

Pressure injuries, which were once considered part of the ageing process, are now deemed unacceptable and preventable. Their presence within the healthcare sector is recognised as being one indicator of the quality of care provided to patients.

GV Health remains committed to providing quality wound care that reduces the incidence of pressure injuries through appropriate prevention and management interventions.

Patient Maureen Allen with Tshaka Sikholiwe, Enrolled Nurse


Maternity Services

Quality and Safety

Total births

2014/151,206 1,084>2015/16

Twins born

2014/1515 7>2015/16

Caesarean birth

2014/1526.94% 29.61%>2015/16

Age of parents giving birth at GVH 2015/16

21-34 Years (73.07%)

35+ Years (21.08%)

20 Years and under (5.85%)

Usha Kapais with baby and Coby Ferguson, midwife


Victorian perinatal performance indicatorsGV Health has this year received Level 5 Maternity Services endorsement from the Department of Health and Human Services. We have also received accreditation from the Royal Australian College of Obstetricians and Gynaecologists (RANZCOG) to train two registrars at an advanced level towards specialising in Obstetrics and Gynaecology.

GV Health is convening the Regional Perinatal Mortality and Morbidity Review, which is hosted by the Royal Women’s Hospital at GV Health. Two quarterly meetings have been held and a further four are planned for next year. The President of the RANZCOG comes to our meetings to facilitate peer review and improvement learning. Sub-regional hospital maternity staff also attend. This meeting helps the region to improve maternity outcomes.

Percentage of women with pre-arranged postnatal home care

Women are usually only in hospital for a short time following the birth of their babies; 48 hours after a normal birth and 72 hours after a caesarean birth.

Home visits are conducted by a Domiciliary Midwife to provide support to women and their baby after discharge from hospital. This visit is an important link between hospital and the first Maternal Child Health visit. This service is offered to all women upon discharge.

Rate of severe fetal growth restriction, a birth weight of < than 2750g in singleton pregnancy undelivered by 40 weeks

The target determined by the Department of Health and Human Services is less than or equal to 28.6%; the GV Health rate was .28%, which indicates that babies born at GV Health are, in the majority, of healthy weight and development.

At GV Health, we aim to ensure that birth weights of single babies (not multiples) born to mothers at full term, are of a well-nourished size and weight, which indicates normal development. This measurement is relevant only to the size, weight and other conditions of the mother.

It is recommended that babies with severe growth restrictions are identified and born before 40 weeks gestation. Extensive work is done to monitor babies and monitor women closely during pregnancy who have risk factors that may impact on foetal growth and labour will be induced if growth of the baby declines.

ACHIEVED100%>TARGET

100%

Claire Atkins, midwife and Tamara Goodwin, patient


Training ED staff for obstetric emergenciesClinical Risk in the Emergency Department (CRED) training was held this year to ensure staff in the Emergency Department are ready to respond to major obstetric emergencies.

Emergency maternity training scenarios were enacted outside and inside the Emergency Department, using multiple disciplinary teams.

This hands-on training helped staff to develop the knowledge and skills to manage a range of emergency clinical situations in real time, in their normal working environment to help improve patient care.

The GV Health team has been asked to present this training concept at a symposium in the United Kingdom, highlighting how GV Health is leading the way in the provision of this training.

Quality and Safety

Kate Moroney, with emergency staff in training


Dental Service of the Year

GV Health’s dental clinic was named the Public Dental Clinic of the Year at the Public Oral Health Awards in 2015.

To be acknowledged as among the best in Victoria is great recognition of the outstanding team work that has occurred over a long period of time.

A recent patient satisfaction survey found 98 per cent were satisfied with the treatment they received and 60 per cent waited less than 10 minutes, while students placed in the department note it among the best places to go in terms of understanding rural health issues.

The dental department has been working with graduate dentists for more than two decades and it continues to be popular, due to its excellent reputation as a place to start a dental career and receive excellent mentoring and advanced clinical skill experience.

Positions at the dental clinic are highly sought after. In 2014, the dental department received 80 applications for just one position; and in 2015, received 70 applications for three available positions.

David Whelan, Clinical Director Dental Services

David Whelan, GV Health Dental Service Clinical Director with members of the GV Health Dental Services team


Quality and Safety

Improving access to dental services

…for disengaged high school students

The GV Dental Service has extended the provision of dental services to the McAuley Champagnat Program students of Notre Dame College via the mobile dental van.

The McAuley Champagnat Program is an innovative educational programme of Notre Dame College, designed to meet the educational needs of disengaged students in the Greater Shepparton Region.

The mobile GV Dental Service van will travel to McAuley Champagnat at the Emmaus Campus, on a regular basis, until all students have been seen and, if need be, treated.

The McAuley Champagnat students have complex and multiple health needs.

It was identified that some students were attending the GV Dental Clinic for treatment but then not returning to complete treatment; many other students did not attend at all and their oral health has suffered as a result. Travelling to the clinic had been a barrier to access.

By taking the GV mobile dental van to the school on a regular basis, onsite dental diagnosis and treatment can be provided, ensuring students receive complete and follow-up care, as required.

Peter Chalkley, McAuley Champagnat Director ; Bridget Cole, GV Health dental assistant; Kim White, GV Health dental therapist; Kyle Jones, Year 9 student; in the mobile dental van clinic


Teledentistry improves access to dental carePatients can now have consultations with specialist dentists in Melbourne via live video stream from GV Health’s dental clinic.

This aligns with Dental Health Service Victoria’s strategy to improve access to specialist services for regional and rural Victorian communities.

Patients can be examined with the help of the local dental professional and offer diagnoses, advice on continued management, arrange for biopsy and other procedures.

With state-of-the-art intra-oral cameras and web-based conferencing to stream consultations, patients can now receive specialist dental advice without having to travel long distances.

It’s convenient for patients and also helps rural clinicians to develop their skills in diagnostics and patient management.

David Whelan, Clinical Director Dental Services and Health Minister Jill Hennessy


Quality and Safety

Creating miles of smiles

The GV Health mobile dental van travels throughout the region to make dental services more accessible, particularly for the elderly, children and residents in remote areas.

The van, which was a blank canvas of white panels, became the subject of an art competition to create some colourful, vibrant artworks to decorate its walls.

The community was invited to participate in a competition to submit vibrant, original art works that reflect healthy teeth, tooth care (brushing and flossing) or healthy eating and drinking.

GV Health received some outstanding submissions for the GV Health mobile dental van art competition.

The GV Health dental team voted and the following winners were selected and the art published on the van walls:

FIRST PRIZE: Julie Tiao, Shepparton

SECOND PRIZE: Sarah Anderson, Mooroopna

HIGHLY COMMENDED PRIZES: Samuel Cullen, Shepparton and Rod Raymer, Shepparton

Congratulations to all the winners and thank you for participating! Make sure to keep an eye out for the van and its art work as it drives around in the community.

David Whelan with first prize winner Julie Tiao


About Dental Services

Total Number of Treatments 2015/16

2013

/14

2014

/15

2015

/16

Patients attending 11,731 17,129 10,529

New patients 7,006 5,411 2,753

Individual patients 25,595 21,636 21,425

Overall treatments 61,140 65,793 62,353

The total number of treatments provided at the GV Health Dental Service for the year 2015/16 was slightly lower than the previous year, due to the loss of and non-replacement of a Senior Dentist position and a second year Graduate Dentist.

Restorative Re-treatment

2013

/14

2014

/15

2015

/16

State 8.3% 7.7% 6.5%

Region 8.1% 8.9% 6.5%

GV Health Dental Service 8.7% 7.8% 5.3%

Re-treatments of fillings were slightly lower than the State average and lower than previous year. Some patients request teeth to be filled, despite contrary advice. The clinic respects patient wishes.

Unplanned Return Within Seven Days After Extraction

2013

/14

2014

/15

2015

/16

State 1.10% 1.2% 1.3%

Region 2.1% 1.8% 2%


The unplanned return rate is slightly higher than the State average but below the Regional average. This is higher than the previous year due to the loss of an experienced Senior Dentist and second Year Graduate Dentist.

Endontic Treatment Within 12 Months (By Extraction)

2013

/14

2014

/15

2015

/16

Region 9.3% 9.6% 7.9%

GV Health Dental Service

8.2% 12.3% 8.5%

In 2015/16, 423 teeth were treated (compared to 341 in 2014/15) and 36 were subsequently extracted.

A number of teeth are endodontically treated for immediate pain relief with a view to later extraction. A number of patients start endontic treatment and then decide that they would prefer to have the tooth extracted rather than continue with ongoing treatment requiring a number of visits.

Denture Remakes Within 12 Months

2013

/14

2014

/15

2015

/16

State 4.3% 2.5% 2%

Region 3.0% 6.3% 3.1%


In 2015/16, 1,171 dentures were provided, a combination of complete upper and lower sets and single partial dentures.

Some of these dentures were provided by external providers, some of the dentures were remade within GV Health. A number of patients had lost their dentures and therefore they were required to be re-created.

The GV Health Dental Laboratory completed more than 1,200 maintenance repairs, relines and additions this year, and provided 38 splints and 37 orthodontic appliances.


SurgeryThe Victorian Audit of Surgical Mortality (VASM) is part of the Australian and New Zealand Audit of Surgical Mortality (ANZASM), a bi-national network of regionally-based audits of surgical mortality. It is managed by the Research, Audit and Academic Surgery (RAAS) Division of the Royal Australasian College of Surgeons and is supported and funded by the Victorian government. The audit process is intended to be educational and is designed to highlight system and process errors so they may be improved.

The College, through VASM, works with the Victorian Surgical Consultative Council (VSCC) to monitor, analyse and report trends associated with potentially preventable surgical mortality.

VASM audit staff inform the VSCC of trends in surgical mortality and assist with the development of processes to enable the surgical community and healthcare providers to address any system issues identified.

The Health Information Service at GV Health co-ordinates the reporting of mortality cases to VASM.

Reporting is undertaken monthly and the notification form begins the process for VASM to contact the surgeons. De-identified copies of patient records are sent to VASM, if requested, for further review.

VASM criteria are:

All deaths that occur in hospital following a surgical procedure

Deaths that occur in hospital whilst under the care of a surgeon even though no procedure was performed.

GV Health surgeons have always engaged robustly in the VASM program. With the Duckett Review now planning to enhance the scope of the VASM to include all perioperative mortality reviews, as well as post surgical patient death reviews, GV Health will welcome, engage and learn from the valuable lessons this peer review program publishes.

Quality and Safety

Dr David Dalton, surgeon operating theatre staff


Preventing falls and harm from falls

Safe in bedMany residents of Tatura Parkvilla have dementia and may not be able to press a nurse call buzzer to summon for help if they fall out of bed. These fragile persons may leave their beds or chairs even though they should not take a single step without someone helping. A patient fall is the most common adverse event that occurs in long-term care facilities today.

To assist residents at Tatura Parkvilla, the Tatura Ladies Auxiliary funded the purchase of two bed sensors, specifically designed to summon automatic help for residents and help prevent falls.

The sensors are discreetly installed under the mattress and are easy to move from bed to bed. The innovative technology detects the resident’s heart beat and respiratory vibration through the mattress. Once installed, the bed monitor remains on 24/7, and monitors residents every five seconds. Nursing staff will be paged automatically if the resident sits on the edge of the bed or gets out of the bed from either side or end.

As a result, the number of resident falls at Tatura Parkvilla has reduced dramatically since 2014/15. GV Health is grateful to the local community for its continued support, which has enabled improved care for Parkvilla residents.

Total number of falls

Qua

rter

Tatu

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arkv

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War

anga

Age

d C

are

Hos

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War

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Nur

sing

H

ome

Gru

tzne

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1 3 28 7 10

2 3 18 9 10

3 0 35 2 7

4 2 22 9 12

Number of fractures relating to falls

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War

anga

Age

d C

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Hos

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War

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Nur

sing

H

ome

Gru

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1 0 0 0 0

2 0 0 1 0

3 0 0 0 0

4 0 0 0 0

Providing excellence in aged care

Dr Jennifer Sanders with Parkvilla resident Mrs Trevaskis


Quality and Safety

Better Health in Gardens

Many residents of the Waranga Aged Care Hostel enjoy spending time working or walking in the delightful Hostel garden. However, it was identified that some of the more independent residents were experiencing falls while in the garden.

The Better Health in Gardens has been designed to help reduce the number of falls for residents of the Waranga Aged Care Hostel so they can continue to safely enjoy their time in the garden.

This project is part of the 12-month Department of Health and Human Services Better Resident Care Together program, aimed at assisting public sector residential aged care services to strengthen the quality of care provided to residents.

The program has begun by assisting two Hostel residents who enjoy being in the garden but statistically have experienced a high number of falls in the garden.

Individualised structured plans are being developed to ensure those residents have one-on-one time in the garden with a volunteer or staff member.

It is expected that residents will experience less falls, fewer injuries and have more confidence to participate in enjoyable outdoor activities.

Rebecca O'Dwyer, personal care attendant with Damien Walker, Waranga Aged Care Hostel resident


Incidence of residents using 9 or more different medications

Number of pressure ulcers

Prevalence of unplanned weight lossIt is important for dietitians to regularly visit aged care facilities to monitor the dietary needs of residents. A new visiting dietitian service began this year to provide an increased number of visits to residents of of the aged care facilities at Tatura and Waranga.

Number of residents who experienced significant unplanned weight loss during the quarter

Number of residents who experienced unplanned weight loss over three consecutive months

Qua

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Age

d C

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Hos

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War

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Nur

sing

H

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Gru

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1 9 19 6 2

2 8 19 7 4

3 8 18 7 7

4 9 18 5 6

Qua

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arkv

illa

War

anga

Age

d C

are

Hos

tel

War

anga

Nur

sing

H

ome

Gru

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1 0 0 1 0

2 1 0 0 1

3 0 1 1 0

4 2 0 1 1

Qua

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Tatu

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arkv

illa

War

anga

Age

d C

are

Hos

tel

War

anga

Nur

sing

H

ome

Gru

tzne

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ouse

1 1 1 0 2

2 1 2 0 2

3 0 2 0 3

4 1 2 0 4

Qua

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Tatu

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arkv

illa

War

anga

Age

d C

are

Hos

tel

War

anga

Nur

sing

H

ome

Gru

tzne

r H

ouse

1 0 1 0 2

2 0 2 0 1

3 0 2 0 1

4 0 2 0 4

Incidence of use of physical restraint: 0

GV Health actively promotes a restraint-free environment.


Quality and Safety

Mental Health ServicesWanyarra, the acute inpatient mental health unit at GV Health, aims to use least restrictive interventions in the treatment and management of people admitted to acute inpatient mental health care, in line with the Mental Health Act 2014.

Considerable renovation of the Wanyarra facilities is underway to improve the physical environment in which mental health services are provided.

Seclusion rate (per 1,000 bed days)PROGRAM TARGET 2015/16 2014/15

Adult Less than 15 4.9 9.0

Aged Less than 15 0.7 0.7

Physical Restraint (per 1,000 bed days)PROGRAM 2015/16 2014/15

Adult 9.6 7.3

Aged 2.8 1.98

Mechanical Restraint (per 1,000 bed days)PROGRAM 2015/16 2014/15

Adult 1.1 0.64

Aged 0 0


Access to psychology services improves in the Goulburn ValleyGV Health is leading the provision of local specialist psychological services under the Psychological Therapy Services (PTS) program, which is expected to improve access to and quality of mental health care locally for people with common mental health problems such as anxiety and depression.

Supported by the Murray Primary Health Network, psychology services will now be available in a variety of locations throughout the region, including onsite at GP clinics and psychology clinics in Shepparton, Cobram, Euroa, Numurkah and Yarrawonga. Services will be provided at no cost, following the development of a mental healthcare plan in collaboration with a General Practitioner.

The Primary Mental Health PTS Program will be led by Consultant Psychiatrist Dr Raju Lakshmana, who will be available to assist clinicians, as well as see PTS patients at no cost.

The mental health clinicians who will provide the services are all experienced senior clinicians from a variety of backgrounds, including psychologists, mental health nurses and mental health social workers. A number of the staff have joined the program from the now defunct Navigating Life.

Having mental health clinicians co-located with GPs, as well as available at psychology clinics in the Murray Primary Health Network, means that people will be able to choose the easiest, best access option for them.

Currently, GPs can refer clients to a small number of private mental health clinicians or to the mental health triage service.

The new service will enable more clients to access psychology services more easily than previously and focuses on meeting individual needs.

As patient needs change, care can be easily transferred into other GV Health program areas, with minimal disruption to their care.

Patients can obtain referrals to the Primary Mental Health PTS program via your local doctor.

L-R: Dr Raju Lakshmana, Jane Douglas, Jean Smith, Michelle Eldridge, Kellie Aylett, Alison Sinclair and Sally Thomas


Improving access to...

Quality and Safety

Oncology Care

Two oncologists increase access to oncology services

Dr Javier Torres and Dr Babak Tamjid joined the oncology team at GV Health this year to increase access to oncology care for patients at the Peter Copulos Cancer and Wellness Centre.

We are delighted to welcome them to the Goulburn Valley to provide high quality oncology care to local patients.

Improving access for National Bowel Screening Patients to colonoscopy. National Bowel Screen Patients with positive results can now be fast-tracked to get a colonoscopy completed more quickly, thanks to a new referral and coordination process in place.

The nurse-led clinic, introduced this year, is supported by the surgical clinic and coordinates and facilitates patient care to enable immediate bookings for colonoscopy procedures.

While it had been taking an average of 93 days from the time of referral to when the colonoscopy procedure was conducted, the wait has now been reduced to 32 days.

When identified early, 90% of bowel cancer cases can be successfully treated.

More efficient access to colonoscopies has led to improvements in early detection and treatment rates of bowel cancer. Visiting Medical Officers now also have greater availability to see other patient cohorts, which has had a flow-on effect of improvements.

The re-design of this GV Health service has helped improved the capacity, sustainability and quality of colonoscopy services that support the National Bowel Screen Program.

Dr Babak Tamjid, Dr Javier Torres


Improving access to chemotherapy for local childrenLocal children with cancer can now receive specialised chemotherapy treatment at GV Health in Shepparton, rather than having to travel to Melbourne for treatment.

The entirety of the appointment at GV Health does not exceed two hours, including the telehealth review and administration of the treatment. The child and Dr Dan Garrick, GV Health Paediatrics Clinical Director, participate in a telehealth appointment, together with an oncology specialist at the Royal Children’s Hospital, to ensure they are ready to receive the treatment. Blood results are checked and a set of vital signs are recorded.

Prior to being able to provide this service locally, families were travelling to Melbourne once per month for this treatment. The cost and inconvenience to local families of doing this was huge. It is a long way to go for such a short appointment that GV Health had the capacity to deliver locally.

The children still travel to Melbourne every third month for treatment, as they also require specialist investigations from a cancer centre. However, this reduced frequency of travel has been a great improvement for families.

The specialist chemotherapy service for children was introduced after significant planning and preparation with the Royal Children’s Hospital Paediatric Integrated Care Services.


Raising awareness of prostate cancer

A barbeque breakfast was held for local blokes at the GV Health Waranga Memorial Hospital in March 2016 to raise awareness of the importance of early detection of prostate cancer.

David Heath, Urological Oncology Nurse Practitioner at Bendigo Health, talked about the clinical facts regarding prostate cancer.

Sonia Strachan, GV Health Prostate Cancer Specialist Nurse, talked about how her role was established and the support she can provide men with prostate cancer.

JR Ryan, local GVFL identity and One FM 98.5 GVFL Footy Show commentator, spoke candidly about his personal experience with Prostate cancer.

The message was clear; if you are a bloke over 50, have a discussion with your GP about being tested for prostate cancer.

Health and wellbeing support for cancer survivorsMany people expect that when cancer treatment has finished, life is supposed to go back to normal.

For some people, this is not the case. Some people struggle to come to terms with what they have been through or may have ongoing side effects (physical and otherwise) and find it difficult to get back to their normal everyday life.

Support is now available locally for people who have completed cancer treatment so they can get back to enjoying life as they did before their diagnosis and treatment.

The Victorian Cancer Survivorship Program, facilitated by GV Health, can provide support in a number of ways to help people cope with emotional, practical, financial, health, fertility and social concerns, as well as employment and study challenges.

This program enables cancer survivors to voice their concerns in a safe environment, with someone who will really listen. The cancer survivorship nurse helps explore individual needs after cancer, providing a pathway to achieving health and wellness in the future.

To make an appointment to see the survivorship nurse for guidance or support, please call (03) 5832 8301 or email [email protected]

Quality and Safety

L-R: JR Ryan, Sonia Strachan, David Heath

Cathy Rose and Jessica Murnane, Cancer Survivorship Nurse


Increased access to dialysis thanks to overnight serviceDialysis is now accessible at GV Health overnight, between 8pm and 6am, to help meet the significant demand for dialysis in our community.

Seven additional dialysis patients are now having dialysis closer to home, instead of having to travel and we have also been able to accept more patients for holiday dialysis sessions.

The new nocturnal dialysis service will help increase the number of patients who can receive dialysis locally. Nocturnal dialysis, a longer slower dialysis whilst you sleep, has been proven to improve clinical outcomes whilst allowing more freedom for patients in daylight hours to spend with family and friends, work or participate in other activities.

There are few dialysis units Australia-wide who are able to provide this treatment to patients. GV Health is currently the only regional service to offer this type of program in Victoria.

There has been increasing demand for dialysis services in the Goulburn Valley, which has been greater than daytime capacity. The new service has increased dialysis capacity from 28 to 35 patients.

For more information about dialysis services at GV Health, please call (03) 5832 2535.

Dialysis patient Graeme Moon with Stephanie Hollis, RN in Dialysis


Improving care for local children with cerebral palsyLocal children with cerebral palsy can now receive botulinum toxin injections at GV Health as a treatment to manage spasticity or stiffness of muscles, which can otherwise lead to muscle shortening, spasms, changes in development of bones and joints and limitations of functional abilities. The effect of the botulinum toxin lasts between three and six months and may then need to be repeated.

Families have been having to travel to Melbourne to receive this treatment.

Treatment with botulinum toxin is planned by paediatric rehabilitation doctors, physiotherapists and occupational therapists, in conjunction with the child, family and community therapists.

Most children receive this treatment every six months. Post-injection therapy, including stretching and strengthening and functional activities is essential.

The VPRS currently provides rehabilitation services to about 110 children throughout the Hume region. About 20 local children are currently receiving treatment with botulinum toxin injections.

The clinic will initially occur at GV Health four times per year, with five children at each clinic. Depending on the frequency of injections, this means that 10-12 children can now receive their botulinum toxin injections locally, rather than having to travel to Melbourne.

For more information about the clinic, please call (03) 5832-3762.

Riley's Story

Riley Hetherton-Dart was one of the first children to receive the injections of botulinum toxin at GV Health, Shepparton.

Riley’s nan, Tracy Hetherton said they were having to travel regularly from Albury to the Royal Children’s Hospital in Melbourne for these treatments.

“It was too far to travel to Melbourne in one day; so we were staying overnight in Melbourne for Riley to receive treatment. It was expensive and time consuming; it meant we had to take time off work and Riley missed at least two days of school.

“Now we can travel to Shepparton and be home in time for dinner the same day.

“While the Royal Children’s Hospital is a wonderful facility, it is large, busy and quite overwhelming for Riley. His experience with treatment at GV Health has been calm, which led to a faster and less stressful recovery period. Having treatment at GV Health Shepparton has made a very real difference to our lives,” said Tracy.

Riley’s pa Darren Hetherton said that before receiving the first injection, Riley’s arm was ‘locked in’.

“Each time Riley has the treatment he gets better and better. He set himself goals; to be able to move his arms better to play football, turn pages of books and to high-five. These treatments have made a remarkable difference for Riley; his football skills are improving all the time. He loves having a kick and hand ball," said Darren.

Quality and Safety


LEFT:L-R: Darren Hetherton, Riley's paRiley Hetherton-Dart, patientTracy Hetherton, Riley's nan

RIGHT:Riley Hetherton-Dart catching his beloved football


A robot to help local children with autismThe local community has been helping raise funds to purchase an NAO educational robot for local children with autism. To raise the funds, the GV Area Mental Health Service Consumer Carer Advisory Council produced and sold a community cook book.

The NAO robot will enable local students to do everything from programming to developing applications that explore tomorrow’s uses of robots.

The robot’s intuitive software caters for all users of all skill levels so everyone can get involved in different ways.

The cook book was proudly and collaboratively supported by the Area Mental Health Service, Will Print Shepparton, Bunnings and Ford’s Bus Service. The goal is to raise $12,500 to support the purchase of this important learning resource for our community.

iPlay for children in hospital

A stay in hospital for sick children is likely to be a little more bearable thanks to the purchase of six iPads for the Child and Adolescent Unit at GV Health.

The purchase has was possible by a $6,000 donation from the Telstra Kids Fund after a group of local Telstra workers successfully applied for grants through the program.

Ipads are a great size, they’re portable and for many children it’s the first time they’ve been able to access technology such as an iPad.

The new additions have been well received by our young patients and are putting some smiles on faces.

We live in a technological age where children and adolescents are using these type of devices for entertainment and communication with family and friends. When children are needing to stay in bed for some time, it’s good to keep them entertained, stay connected with loved ones and keep up with their schoolwork or play games.

Quality and Safety

Sibl Uguz using one of the hospital ipads


Veronica Antonello, Assistant Nurse Unit Manager and patient, Zach Ruchs


Continuity of Care

Indigenous women are more likely to give birth preterm, deliver low birth-weight babies, and experience perinatal deaths and maternal mortality.

La Trobe University has partnered with metropolitan and regional partners, including GV Health, Rumbalara Aboriginal Cooperative Limited and the University of Melbourne, Shepparton, to develop and implement a study that will provide Aboriginal pregnant women with 'Caseload Midwifery' services to help reduce adverse birth and maternal outcomes.

This project will be conducted over a five-year period and will provide Aboriginal and Torres Strait mothers, and mothers Aboriginal and Torres Strait Islander babies with one-on-one support throughout their pregnancy, birthing and in the post-natal period.

GV Health and Rumbalara Aboriginal Cooperative staff will work collaboratively to provide this service, and both will be supported by the University of Melbourne in relation to data collection and reporting.

This new care program will be available in 2017.

Improving the health of Aboriginal mothers and babies through continuity of midwife care

Breanna Barter-Gribble with baby Thomas and Jessica Keast, midwife


Leaving HospitalIt is a priority for GV Health to ensure the health and safety of every patient leaving hospital.The following analysis highlights that GV Health's performance in supporting a smooth transition home for patients who have been in hospital is improving.

QUESTION Sept 2015 Dec 2015 Mar 2016 Jun 2016

Before leaving hospital, did doctors and nurses give you sufficient information about managing your healthcare at home?

69% 61% 57% 70.7%

Did hospital staff take your family and home situation into account when planning your discharge?

68% 66% 67% 76.1%

Thinking about when you left hospital, were adequate arrangements made by the hospital for any services you needed?

68% 60% 49% 76.1%

If follow-up with your GP was required, was he or she given all the necessary information about treatment or advice you received whilst in hospital?

89% 87% 78% 87.2%

Various actions have been taken to improve the discharge process for patients and families. 1. Whiteboards at patient bedsides now display expected date of discharge, to help improve

communication and care planning.

2. ISBAR (Identify, Situation, Background, Assessment and Recommendation) is used as a tool to aid the safe transfer of patient information in clinical handover.

3. Electronic discharge summaries are completed to ensure safe clinical handover. Surveys of GPs have also been conducted to evaluate the usefulness of the electronic discharge summaries.

Patient Francesco Letizia with Helen Sands, cardiac nurse


Continuity of Care

Having an Advance Care Plan ensures that you are central in the decisions about the care you will receive, if and when you cannot speak for yourself.

Having the conversation with family and friends early about your care wishes can be difficult, but so important to ensure your wishes are known and fulfilled.

Advance Care Plans and enduring medical power of attorney documents are kept in your patient files so they can be referred to consistently during your care and treatment.

If you would like assistance to create an advance care plan or an enduring medical power of attorney, please talk to the GV Health nursing staff or social worker, or speak to your GP.

Steve's StorySteve Finnen, 50 years old, has spent much of his life in hospitals.

At the age of six months, with fluid on the brain, he spent some time in the Royal Children’s Hospital. At age 11, he injured himself diving into the shallow end of a swimming pool, which led to regular hospital admissions throughout his lifetime in Shepparton, Melbourne and Perth to insert or replace shunts to his brain.

At the age of 32, he had a stroke, followed by many months of rehabilitation at GV Health.

In 2015, his bowel ruptured and he discovered that he had developed hereditary kidney issues and started dialysis at GV Health in February 2016.

Steve said that his father had an aneurism after surgery and he was distressed to see his father in a vegetative state, with no plan in place to advise of what his wishes were.

“GV Health staff discussed Advance Care Plans with me which helped me decide that I needed to ensure that if anything goes wrong with my health and I am unable to speak for myself, that my partner feels comfortable and confident to make decisions on my behalf, based on my wishes.

“When there is illness, there can be great emotional stress and conflict. It is so important to have conversations about and document your wishes in advance of any illness occurring so that that the stress and burden is not increased. For me, I do not want to be alive without quality of life; and I want to ensure my wishes are honoured,” said Steve.

Advance Care Planning

The percentage of patients greater than 75 years of age at GV Health, who have an Advanced Care Plan in place or have an identified Substitute Decision Maker

2013/14: 1.3 %2014/15: 1.7%2015/16: 2.0%


Steve Finnen with enrolled nurse, Helen Lesay


Continuity of Care

Providing compassionate end-of-life careThe GV Health palliative care service includes eight beds; six at the Graham St, Shepparton campus, one at Tatura Hospital and one at the Waranga Memorial Hospital.

GV Health has been working with key palliative care providers in the region to expand and improve the palliative care services offered.

In-patient palliative care services were expanded with four additional beds, bringing the total to six palliative care beds at the Graham St, Shepparton Campus.

The working group ensures the clinical practice guidelines remain current and gives consideration to options regarding how GV Health can support patients, carers and staff regarding end-of-life issues.

GV Health also committed to supporting and building on the existing sub-regional palliative care consultancy service. The West Hume Palliative Care Clinical Nurse Consultant joined the medical, nursing and allied health teams at GV Health to support inpatient palliative care and consultancy services.

The Palliative Care Clinical Nurse Consultant has provided many education and capacity building programs, in partnership with national and state programs, reaching many health professionals across GV Health who care for patients at end of life.

GV Health maintains strong links with Palliative Care Physicians at St Vincent’s Health. Recruitment and employment of a local Palliative Care Physician is underway, which will continue to enhance end-of-life and palliative care services at GV Health.

Annette Cudmore, West Hume Palliative Care Clinical Nurse

Consultant


Reader SurveyWe invite you to comment on GV Health’s Quality of Care Report so that we can continue to improve and meet your needs.

Please complete and return your reader survey to the Consumer Liaison Officer, Goulburn Valley Health, Graham Street, Shepparton VIC 3630.

What is your overall opinion of this report?................................................................................................................................................................................................................................................................................................................................................................................

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How could the report be improved next year?................................................................................................................................................................................................................................................................................................................................................................................

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victorian quality account 2015/16 - gv health

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