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Victorian quality account
Compassion
RESPECT
2015/16
Excellence
Accountability
TEAMWORK
Ethical
Behaviour
healthy communities
Ina Bailey with Katrina McKenzie,
Associate Nurse Unit Manager,
Medical Day Stay
Contents
Welcome5
Actioning Statewide Plans
6
Improving 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
14
Doing it with us not for us
14
Our diverse community
18
Community engagement
20
Quality and Safety
Tell us what you think
22
22
Accreditation32
Safety34
Maternity Services
40
Dental43
Surgery48
Providing excellence in aged care
49
Mental Health Services
52
Improving access
54
Continuity of Care
62
Leaving hospital
63
Advance care planning
64
Providing compassionate end-of-life care
66
Reader Survey
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67
Vision
Healthy communities
Mission
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].
Goulburn 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.
Values
COMPASSION
We are caring and considerate in our dealings with others.
RESPECT
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].
We acknowledge, value and protect the diversity of beliefs, and support
the rights of others in delivering health services.
EXCELLENCE
We act with professionalism to bring the highest quality of care to meet
the needs of our patients.
ACCOUNTABILITY
We will be responsible for the care and patient outcomes provided by
GV Health, and the consequences of our actions.
TEAMWORK
We work constructively and collaboratively within GV Health, as well as
with external partners, to deliver integrated care to our patients.
ETHICAL BEHAVIOUR
We act with integrity, professionalism, transparency, honesty and
fairness to earn the trust of those we care for.
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Welcome
On 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
Peter F Ryan
Interim CEO, GV Health Chair - Board of Directors
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Actioning Statewide Plans
Improving care for Aboriginal Patients
Report Racism
GV 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 1,000 Turtle Muster
A collaboration of GV Health
and Gallery Kaiela
GV 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.
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.
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
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Healthy Communities
Knowledge Exchange
Encouraging
understanding and harmony
GV 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.
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. 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
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.
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Actioning Statewide Plans
Indigenous carer
trip to Mildura
A 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”
(8)
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Aboriginal public
sector employment
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.
Events included:
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. •
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.
L-R: Caroline French, headspace; Cynthia Scott,
GV Health Aboriginal Liaison Officer and colleague;
Dr Md Rafiqul Islam, GV Health Director Research
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Actioning Statewide Plans
Disability Responsiveness
Disability Action Plan 2016-19 New telephones improve
access to family and friends
The 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.
GV 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 new GV Health Style Guide includes a
section on accessibility design principles.
The telephones were sought after a patient who had
a hearing impairment was unable to use the current
telephones provided by GV Health.
• 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.
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.
• A draft procedure developed for the portable
hearing loop.
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.
• 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.
Stacey Morrow and Bernadette Green,
Customer Service Officers
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Listening to the newspapers
on Vision Australia Radio
100.1FM
GV 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.
Schedule of Local
Newspaper Programs:
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]
Back: Volunteer Graham Taylor and Donna Sherringham,
GV Health Executive Director Clinical Operations
Front: Leona Lewis, patient
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Actioning Statewide Plans
Improving care for lesbian,
gay, bisexual, transgender
and intersex communities
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.
Jessica Orr, GV Health, Health
Promotion Officer and colleague
(12 )
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Strengthening Hospital Responses
to Family Violence
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.
Andrea Caia, Manager
Trauma informed Services
On average, at least one
Australian woman dies at
the hands of a current or
former partner every week.
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Consumer, Carer and
Community Participation
Doing It With Us Not For Us
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].
Members of the CHIRP:
Rita Bloomfield, Jacinta Burnicle, Aileen Kemp. Geoff Long
Absent: Rika Beeton
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Celebrating our volunteers
Lorraine Riordan
Lorraine 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.
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 McPherson
For 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.
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.
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.
Chris McPherson
Carmel Johnson, GV Health Foundation Director,
Lorraine Riordan and Dale Fraser, GV Health CEO
Heather Halsall
GV 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,
Volunteer of the Year collects the newspapers and
Shepparton Council milk supplies, ensures that
magazines and other reading
Heather Halsall
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.
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Consumer, Carer and
Community Participation
DARE to reduce risk
behaviour
A 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.
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Emergency Department
Renovation Works Completed
Renovation 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 shortstay 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
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Consumer, Carer and
Community Participation
Our Diverse Community
Interpreter services are provided to
ensure that patients with low proficiency
in English can participate in decisions
about their care.
55
GV Health
departments used
interpreting services
887
clients received
interpreting
services
18
languages
were provided for
onsite interpreting
and accounted for
67% of bookings.
41
languages
were provided
through telephone
interpreting.
2,967
interpreting sessions
were provided in 43
languages.
57%
of clients who were
identified as needing an
interpreter received one.
(18)
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Top 5 languages requested 2015/16
33%
32%
Arabic
15%
Dari
Other
8%
8%
Hazaragi
Turkish
5%
Albanian
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)
30%
25%
28%
22%
20%
18%
15%
15%
10%
8%
5%
5%
4%
0%
Dental
Antenatal
Outpatient
Clinic
Specialist
Consulting
Suite
Admissions Community
Health
Diabetes
John Ibrahim, nurse and Rawan Shamri, Customer Service Officer
(19)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Other
Consumer, Carer and
Community Participation
Community Engagement
Engage with us
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.
(20)
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The mobility garden
is blooming
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!
Carmel Johnson, Director GV Health
Foundation with children from Wilmot
Road Primary School
(21)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Quality and Safety
Tell us what you think
Consumer 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.
Constructive Feedback
GV 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
(22)
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Staff listened to
complaint
The 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.
The number of complainants who feel they have
been listened to has increased from by 36% from
2013 to 2016.
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%
Dec 15 - Feb 16
94%
Satisfied
57%
79%
81%
93%
Somewhat satisfied
20%
3%
2%
7%
Not satisfied
24%
18%
16%
0%
Number of Complaints
Complaints
2015/16
31
May - Oct 15
May 15
2014/15
68%
2014
42%
53
2013/14
50
Apr 15
2013
Mar 15
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.
2012/13
Month
Complaints
Percentage
resolved in
30 days
Complaints resolved within
30 days
427
496
517
505
Satisfaction with way a
complaint was handled
The number of people who are satisfied with how a
complaint was handled has increased by 22% from
2013 to 2016.
2013
2014
May - Oct 15
Dec 15 - Feb 16
The number of people who were unhappy with how
their complaint was managed has decreased from
33% in 2013 to 7% in 2016.
Satisfied
49%
67%
70%
71%
Somewhat satisfied
18%
15%
12%
21%
Not satisfied
33%
18%
19%
7%
In 2015/16, 445
compliments
were received
(23)
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Quality and Safety
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
(24)
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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.”
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.
Graeme, Shepparton
22 December 2015
Thank you Dr Suresh Jayasundera
Waranga Memorial Hospital
Mr 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.
Dr Suresh Jayasundera
(25)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Quality and Safety
Responding to Community
Feedback
Feedback from consumers highlighted that some
improvement was needed with the provision of dayto-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.
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.
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.
2016 Health Assistants in Nursing cohort
L-R: Back row: Lyn Brett, Project Officer; Leonie Crupi,
Sarah O'Connor, Georgia Beach, Michelle McMaster,
Donna Sherringham, Executive Director Clinical Operations
L-R: Front row: Jack Armstrong, Alyssa Reid, Nicole
Marshall, Sam Rennie, Dean Gardiner
Absent: Stacey Guthrie
(26)
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Community participation
in quality and safety
improvement
GV 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:
99 Clarity of purpose and content
99 Literacy demand
99 Use of graphics
99 Layout and typography
99 Learning/motivation
Judging considered the involvement of consumers
in developing and testing the materials, availability
in other languages and more.
Three finalists were selected:
99 My Health in Shepparton booklet
(by Jessica Orr and Mellisa Silaga)
99 Early Childhood Intervention Services
(produced by Community Interlink)
99 Home Care Program
(produced by Community Interlink)
And the winner was:
My Health in
Shepparton
This 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):
99 Consumer experience of bedside handover (by
Kerry Swann)
99 Evaluation of the GV Passport Program (by
Caroline French)
99 Family and Friends Resources (by Caroliine
French)
99 GEM in the Home Client Satisfaction Survey
(by Eliza Whelan)
99 Pre and Post Trial of Void Patient Information
(by Debbie Black)
99 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:
99 The activity was undertaken in response to
feedback from family and friends.
99 Consumers were consulted to identify options
and solutions were identified using focus
groups.
99 Feedback was sought from family and friends
to evaluate the improvement outcomes.
(27)
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Quality and Safety
Patient-Centred Care Award
This award is presented by consumers for care that
demonstrates the principles of patient and familycentred 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):
99 Emergency Department
99 Rehabilitation Unit
99 Rural Health Team
99 Specialist Consulting Suites
99 Speech Therapy Department
99 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.
Staff from the GV Health Mary Coram
Rehabilitation Unit
(28)
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People Matter Survey
The 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. 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.
• 90% agree or strongly agree
I clearly understand what I am expected to do
in this job.
• 89% agree or strongly agree
I enjoy the work in my current job.
• 88% agree or strongly agree
I get a sense of accomplishment from my work.
• 87% agree or strongly agree
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 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
• 31% neither agree or disagree
Senior managers model the public sector values
• 29% neither agree or disagree
I would recommend a friend or relative to be
treated as a patient here.
• 28% neither agree or disagree
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.
(29)
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Quality and Safety
Victorian Healthcare
Experience Survey
The 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.

What we are doing well:
What we need to improve:
Overall, how would you rate the care and
treatment you received from your nurses?
Before you left hospital, did the doctors and
nurses give you sufficient information about
managing your health and care at home?
93%
73.5% 68.5%
2015/16
Overall, how would you rate the care and
treatment you received from your doctors?
82%
2015/16
How well do you think the ambulance service and
ED staff worked together?
67%
2014/15
95%
2015/16
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
52.8%
Apr-Jun 16
35.8%
State Average
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.
Sep 15
Dec 15
61%
Mar 16
71%
Jun 16
Thinking about when you left hospital, were
adequate arrangements made by the hospital for
any services you needed? (e.g. transport, meals,
mobility aids)
68%
Sep 15
60%
Dec 15
52%
Mar 16
69%
Jun 16
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?
89%
Sep 15
87%
Dec 15
81%
Mar 16
87%
Jun 16
Amount of time spent in the ED was about right
52.2%
Apr-Jun 16
70.4%
State Average
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.
(30)
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Improving Workplace
Culture
GV 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
(31)
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Quality and Safety
Accreditation
The 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.
Heidi VanDenEnde, Nurse Unit Manager,
Tatura with Michelle Flanagan,
Administrative Assistant, Tatura
(32)
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Prof. Alex Pitman and Dr Priyanka Gahlot
Linda Truong, Chief Medical
Imaging Technologist
Amy Burgess, Medical Scientist
(33)
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Quality and Safety
Safety
Improving quality and
monitoring systems in
response to adverse events
GV 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.
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.
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.
99 An agreed framework and policy for speaking
up for safety was established.
99 The Partnering with Patients campaign and
clinical escalations processes were aligned. 99 Presentations were made to multidisciplinary
workforces about speaking up for safety.
(34)
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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.
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.
>
0.4/10,000
0.5/10,000
2014/15
2015/16
central line days
central line days
Target 2015/16: <2/10,000 central line days
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.
1.4/1,000
central line days
>
2014/15
0/1,000
central line days
2015/16
Target 2015/16: 1.0/1,000 central line days
Dianne Gribble,
Laboratory Technician
(35)
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Quality and Safety
It’s OK to ask me if I’ve
washed my hands
Have you had a flu shot?
Staff vaccinated against the flu
GV Health Hand Hygiene Compliance
81.9%
2016
81%
2015
66%
2014
Department of Health and Human Services
Target:80%
76.1%
2016
82.5%
2015
75.5%
2014
Department of Health and Human Services
Target:75%
Dr Mark Harris, physician
(36)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
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.
RIGHT: Stephanie Truong, pharmacist
Take charge of your own
medications:
99Ask the right questions!
99Ask the right people!
99And follow the right advice!
(37)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Quality and Safety
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.
Number of packed red cell units issued
for transfusion
200
2015
2016
160
120
80
40
0
Jan
Feb
Mar
Apr
May
Jun
Orhan Sheriff,
Medical Scientist
(38)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Preventing and managing
pressure injuries
The 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.
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.
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 organisationalwide 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.
Patient Maureen Allen with
Tshaka Sikholiwe, Enrolled Nurse
(39)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Quality and Safety
Maternity Services
>
>
>
Total births
1,206
2014/15
1,084
2015/16
Twins born
15
2014/15
7
2015/16
Caesarean birth
26.94%
2014/15
29.61%
2015/16
Age of parents giving
birth at GVH 2015/16
20 Years and
under (5.85%)
35+ Years
(21.08%)
Usha Kapais with baby and
Coby Ferguson, midwife
21-34 Years (73.07%)
(40)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Victorian perinatal
performance indicators
GV 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
100%
ACHIEVED
>
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.
100%
TARGET
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.
Claire Atkins, midwife and
Tamara Goodwin, patient
( 41)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Quality and Safety
Training ED staff
for obstetric
emergencies
Clinical 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.
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.
Emergency maternity training scenarios were
enacted outside and inside the Emergency
Department, using multiple disciplinary teams.
Kate Moroney, with emergency staff in training
(42)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Dental Service of the Year
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.
David Whelan, Clinical Director Dental Services
GV Health’s dental clinic was
named the Public Dental Clinic
of the Year at the Public Oral
Health Awards in 2015.
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, GV Health Dental Service Clinical Director
with members of the GV Health Dental Services team
(43)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Quality and Safety
Improving access to dental
services
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.
…for disengaged high school students
The McAuley Champagnat students have complex
and multiple health needs.
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.
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.
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.
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
(44)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Teledentistry improves
access to dental care
Patients 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
(45)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Quality and Safety
Creating miles of smiles
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:
David Whelan with first prize winner Julie Tiao
Sarah Anderson, Mooroopna
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.
HIGHLY COMMENDED PRIZES:
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.
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.
Samuel Cullen, Shepparton and Rod Raymer,
Shepparton
(46)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
About Dental Services
2014/15
2015/16
2013/14
2014/15
2015/16
Endontic Treatment Within
12 Months (By Extraction)
2013/14
Total Number of Treatments
2015/16
Patients attending
11,731
17,129
10,529
Region
9.3%
9.6%
7.9%
New patients
7,006
5,411
2,753
8.2%
12.3%
8.5%
Individual patients
25,595
21,636
21,425
GV Health Dental
Service
Overall treatments
61,140
65,793
62,353
2015/16
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.
2015/16
State
1.10%
1.2%
1.3%
Region
2.1%
1.8%
2%
GV Health Dental Service
0.4%
0.8%
1.5%
2013/14
2014/15
Unplanned Return Within Seven
Days After Extraction
State
4.3%
2.5%
2%
Region
3.0%
6.3%
3.1%
GV Health Dental Service
3.1%
5.8%
2.4%
2015/16
2014/15
State
Denture Remakes Within 12 Months
2014/15
2013/14
Restorative Re-treatment
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.
2013/14
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.
In 2015/16, 423 teeth were treated (compared
to 341 in 2014/15) and 36 were subsequently
extracted.
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.
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.
(47)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Quality and Safety
Surgery
The 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 coordinates 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:
99 All deaths that occur in hospital following a
surgical procedure
99 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.
Dr David Dalton, surgeon operating theatre staff
(48)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Providing excellence in aged care
Preventing falls and harm
from falls
Dr Jennifer Sanders with Parkvilla
resident Mrs Trevaskis
Safe in bed
Many 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.
Tatura Parkvilla
Waranga Aged
Care Hostel
Waranga Nursing
Home
Grutzner House
Quarter
Tatura Parkvilla
Waranga Aged
Care Hostel
Waranga Nursing
Home
Grutzner House
Number of fractures relating to falls
Quarter
Total number of falls
1
3
28
7
10
1
0
0
0
0
2
3
18
9
10
2
0
0
1
0
3
0
35
2
7
3
0
0
0
0
4
2
22
9
12
4
0
0
0
0
(49)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
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 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.
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.
It is expected that residents will experience less
falls, fewer injuries and have more confidence to
participate in enjoyable outdoor activities.
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.
Rebecca O'Dwyer, personal care
attendant with Damien Walker,
Waranga Aged Care Hostel resident
(50)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
4
3
8
18
7
7
4
9
18
5
6
Quarter
Tatura Parkvilla
Waranga Aged
Care Hostel
Waranga Nursing
Home
Grutzner House
Number of pressure ulcers
1
0
0
1
0
2
1
0
0
1
3
0
1
1
0
4
2
0
1
1
Incidence of use of
physical restraint: 0
GV Health actively
promotes a restraintfree environment.
Grutzner House
7
1
1
1
0
2
2
1
2
0
2
3
0
2
0
3
4
1
2
0
4
Number of residents who
experienced unplanned weight loss
over three consecutive months
Grutzner House
19
Waranga Nursing
Home
8
Waranga Nursing
Home
2
Waranga Aged
Care Hostel
2
Waranga Aged
Care Hostel
6
Tatura Parkvilla
Grutzner House
19
Tatura Parkvilla
Waranga Nursing
Home
9
Number of residents who
experienced significant unplanned
weight loss during the quarter
Quarter
Waranga Aged
Care Hostel
1
It 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.
Quarter
Tatura Parkvilla
Prevalence of unplanned
weight loss
Quarter
Incidence of residents
using 9 or more different
medications
1
0
1
0
2
2
0
2
0
1
3
0
2
0
1
4
0
2
0
4
(51)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Quality and Safety
Mental Health Services
Wanyarra, 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
(52)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Access to psychology
services improves in the
Goulburn Valley
GV 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
(53)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Quality and Safety
Improving access to...
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.
Dr Babak Tamjid, Dr Javier Torres
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.
(54)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Improving access to
chemotherapy for local
children
Local 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.
(55)
GOUL BURN VA L L E Y HE A LT H V ICTORI A N QUA L I T Y ACCOUN T 2 015 /16
Quality and Safety
Raising awareness of
prostate cancer
Health and wellbeing
support for cancer survivors
Many 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.
L-R: JR Ryan, Sonia Strachan, David Heath
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.
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]
Cathy Rose and Jessica Murnane,
Cancer Survivorship Nurse
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Increased access to dialysis
thanks to overnight service
Dialysis 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.
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.
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.
Dialysis patient Graeme Moon with
Stephanie Hollis, RN in Dialysis
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Quality and Safety
Improving care for local
children with cerebral palsy
Local 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.
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RIGHT:
Riley Hetherton-Dart catching
his beloved football
LEFT:
L-R: Darren Hetherton, Riley's pa
Riley Hetherton-Dart, patient
Tracy Hetherton, Riley's nan
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Quality and Safety
A robot to help local
children with autism
iPlay for children in hospital
The 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.
Sibl Uguz using one of the hospital ipads
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.
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Veronica Antonello, Assistant Nurse
Unit Manager and patient, Zach Ruchs
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Continuity of Care
Improving the health of Aboriginal
mothers and babies through continuity
of midwife 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.
Breanna Barter-Gribble with baby Thomas
and Jessica Keast, midwife
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Leaving Hospital
It 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
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Continuity of Care
Advance Care Planning
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.
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's Story
Steve 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.
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Steve Finnen with enrolled nurse,
Helen Lesay
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Continuity of Care
Providing compassionate
end-of-life care
The 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
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Reader Survey
We 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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What did you like most about this report?
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What did you least like about this report?
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How could the report be improved next year?
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Do you have any suggestions of other services that GV Health could offer the community?
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Are you interested in becoming a volunteer at GV Health?
 YES (please include contact details)  NO
Other general comments?
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Please tick the age range that applies to you:
<2021-3031-4041-50 51-60 60+
Can you please tell us which suburb/town you live in?..............................................................................................
Name:.............................................................................................................................................................................
Address:.........................................................................................................................................................................
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................................................................................................................... Postcode:....................................................
Phone:.............................................................................................................................................................................
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www.gvhealth.org.au