Meeting the needs of our Diverse Community

Recognisingour Staff and Volunteers

Report 2011- 2012A l b u r y Wo d o n g a H e a l t h

of CareArchie McAlister’sSmall Tumble; Big Bump

Albury

WodongaHealth

ContentsWhy We Produce the Quality of Care Report

Each year, Albury Wodonga Health (AWH) produces the Quality of Care Report to inform the community about the measures we take to ensure that the services we provide are of a high standard. This year’s report was produced with the assistance of a Working Group consisting of staff and community members.

The report offers an overview of the work we have undertaken in 2011/12 and includes various stories from patients, staff and consumers about their experiences with Albury Wodonga Health. The report also details how we have performed on a number of key performance indicators and outlines the safety and governance systems we have in place to ensure we continue to improve.

Quality of Care Working Group

• LeanneJenvey(CommunityAdvisoryCommitteeMember)

• BevBennie(CommunityAdvisoryCommitteeMember)

• EllenMaclaine(QualityClerk)

• KarenHanel(ClinicalNurseConsultant,InfectionControl)

• EvelynSilver(DeputyDirectorofNursing)

• RobynLuty(NonClinicalServicesManager)

• AndrewBrown(DirectorofQuality&ClinicalGovernance)

• SueThomas(DirectorofAlliedHealth,AmbulatoryServices)

• ElaineHill(Volunteer&FundraisingCoordinator)

• KarynO’Loughlin(DirectorofAlliedHealth,AdmittedServices)

• GraceDeGrazia(ActingMedicalAdministrationManager)

• FelicityFox(CommunityAdvisoryCommitteeResourceOfficer)

• JacquieCarroll(ExecutiveAssistant)

Publisher

Albury Wodonga Health

Principal PhotographerEllenMaclaine

ContributionsThis report was written by many people, our thanks go to everyonefortheirwillingparticipation.Specialthanksgotothe AWH Quality of Care Working Group and the following community members who contributed stories:

• LeanneJenvey

• MaddyDobson

• LeanneBennie

• LindaMcWaters

• NickiandArchieMcAlister

• PaulTemple

Design

Hue Graphics

Distribution

OurQualityofCareReporthasanewlookthisyear!Basedon feedback we have included more personal stories and photographs. We have also chosen to have the Report printed inmagazinestyle;cuttingdownoncostsandmakingitmoreattractive to the reader.

We have printed 1000 copies of this year’s report which are available to collect at our many reception areas across our services. Electronic copies have been distributed to local community groups and health services across the region. The report will also be available at www.awh.org.au/corporate.

Description of Cover Image

ArchieMcAlisterwithAlburyWodongaHealthEmergencyNursePractitionerMarienneShanahan.Picture: BEN EYLES/THE BORDER MAIL

INSIDE FRONT COVER 2 Why We Produce the Quality of Care Report 2 Quality of Care Working Group 2 Publisher 2 Principal Photographer 2 Contributions 2 Design 2 Distribution 2 Description of Cover Image 2

WELCOME 3OUR REGIONAL HEALTH SERVICE 4VOLUNTEERING AT ALBURY WODONGA HEALTH 5 Can We Help You? 5 Recognising Our Outstanding Volunteer Effort 6 Well Done Hospital Auxiliary Albury 6 Linda McWaters Quality of Life Restored 7 Opportunity Shop Donates $52,000 7 Maddy Joins the Dots 8

ARCHIE MCALISTER’S SMALL TUMBLE; BIG BUMP 9

LEANNE JENVEY JOINS THE COMMUNITY ADVISORY COMMITTEE 10

WELLNESS RECOVERY ACTION PLAN 11

IMPROVING OUR SERVICES BASED ON COMMUNITY NEEDS 13 Albury Community Rehabilitation Centre - Filling a Service Gap 13 Leanne Bennie Fights Fibromyalgia with

the Help of the Albury CRC 14 Dialysis Relocation Offers Spots for a Dozen Extra People 16 AWH Dialysis Service Lifting Paul’s Spirits 16 Preventing Falls 17 Food Glorious Food! 18 What are Protected Meal Times? 18 Why Red Trays? 18 Helping New Mums Feed Their Babies 19 Welcome to Best Care for Older People Everywhere - The Toolkit 20

WHAT’S HAPPENING INSIDE AWH? 21 Helping Staff Stay Healthy 21 Acknowledging Our Staff 21 ImprovingOurSupplySupportCapacityandEfficiency 22 Participation Team 23 Minimising Our Environmental Impact 23 Planting Trees to Offset Emissions 24 Health Checks for Staff 24

MONITORING QUALITY OF CARE 25 Participation Indicators 25 Cultural Diversity – Aboriginal and

Torres Strait Islander (ATSI) Roles 29 Cultural Responsiveness Plan 29 Disability Action Plan 29 A Carers Perspective on the Disability Action Plan 30 Reducing Harm to Patients from Hospital Acquired Infections 32 Pressure Wound Monitoring and Prevention 32 Safe Use of Blood and Blood Products 32 Quality and Risk 34 Credentialing,ScopeofPracticeandCertification 34 Complaints Management 34 Accreditation 35 Glossary 36

WE NEED YOUR FEEDBACK 37

pg

OnbehalfofourBoard,theCommunityAdvisoryCommitteeandalltheClinicalandSupportStaff,wearepleased to present the 2011/12 Albury Wodonga Health, Quality of Care Report.

Asinpreviousyears,theReportpresentsasignificantarray of information that aims to assure the community who seek or will seek their care in Albury Wodonga and the surrounding region that we are constantly striving to improveandtodeliverthe“BestofHealth”.

Byitsnature,thehealthofindividualsisvariableandwearefrequentlypresentedwithchallengesthatextend the skills of already highly trained and qualifiedstaff.

Notallpatientsarethesameandregrettably, not all outcomes can bethesame.Ourcommitmentishowever to constantly evaluate, to learn and to improve.

The 2011/12 year has seen many challenges but with real progress in a number of areas.

With 31,926 patients treated as inpatients in 2011/12, an increase of 3.4% and with 60,122 Emergency attendances across both campuses, we are experiencing a more complex clinical environment – year on year.

Pleasinglywearenowseeingobjectivesignsofprogresswith new facilities coming on line.

ThenewRenalDialysisCentreatWodongaHospital,which opened in April 2012, is long overdue but has exceeded our expectations. The capacity of the service has increased by 50%.

In2012/13wewillseethenewPET/CTScannercommissioned at the Albury Hospital – a new service for Albury Wodonga and our surrounding communities. This willprovideamaterialbenefitincancercare.

WewillalsobecommissioningboththeEndoscopySuiteandanexpansionoftheEmergencyDepartmentbothatWodongaHospitalbyJune2013.

Theseare“signsoftheprogress”forwhichtheestablishment of Albury Wodonga Health was intended.

The Community Advisory Committee continues to developandexpanditshorizonswithintheorganisation.

WewouldliketoacknowledgetheworkofJoanSimms,JohnPitman,FrankKellyandEricTurner–allinauguralmembers of the CAC who have resigned during the year

for personal reasons.

But,wearepleasedtowelcomeLeanneJenvey,BevBennieandJenniferSchubertwhohavejoinedthecommitteeinordertocontinue to develop their work.

We would also like to acknowledge the workofVicIssell(AWHBoardMemberandInauguralChairoftheCommunity

Advisory Committee) who has now left the BoardofAWH.HiscontributiontoAWHand

the Community Advisory Committee in particular is greatly appreciated.

We would like to also acknowledge the contribution of many in the preparation of this Quality Report.

Weareconfidentthatthosewhoreadthisreportwillbe assured that the community are well served by our committedstaff–ofallclassifications,astheyconstantlystrive to better our service to the community.

We would welcome feedback on this report as outlined on page 37.

Ulf Ericson Julia Coyle Stuart SpringBoard Chair Chair Quality Chief Executive Committee

Welcome

3

Albury Wodonga Health is unique. Established on 1 July 2009 it is the first cross border public health service to exist in Australia, and operates under an agreement between New South Wales and Victorian governments to provide one of the largest regional health care services between the two capital cities. It supports an outer catchment population of 320,000 and covers the North-East of Victoria and Southern New South Wales.

We have over 1,000 staff and more than 200 volunteers meeting the needs of our diverse regional community.

Care is provided to our community through:

• Two public hospitals (Albury Hospital and Wodonga Hospital)

• Two community rehabilitation centres located at the Albury and Wodonga Hospitals

• Wodonga Dental Clinic

• Wodonga Adult Mental Health Services

• Child and Adolescent Mental Health Services located in Wodonga and Wangaratta

• Outreach clinics and home-based services across the region (New South Wales & Victoria)

Activity across both Albury & Wodonga Hospitals 2011/12 2010/11

Beds used 239* 260**

Patients admitted for at least one night

32,519 31,398

Emergency Department patients

treated

59,745 62,500

Medical procedures performed 12,614 12,235

Babies delivered 1,616 1,625

Annual operating revenue (millions) $175.4 $162.4

* Staffed available beds (reported to the Department of Health June 2012).

** 2010/11 figure for beds was incorrectly calculated, largely due to the inclusion of emergency department cubicles.

Regional Health Service

Our4 5

Volunteeringat Albury Wodonga Health

TheConciergeProgramwasintroducedatAlburyHospitalinMarch2012.Ithasaround20volunteerswhoarerosteredoningroupsofup to four people who meet and greet patients and visitors to the hospital. These volunteers are stationed at the door of the Albury Hospitalbetween9.00amand1.00pmMondaythroughtoFriday.Theyprovideafriendlyfaceandhelppeopletofindtheirwayaround the hospital.

This group of volunteers has been embraced by the community and staff alike. The program has made a positive difference to people who are visiting the hospital by providing directions and accompanyingthemtotheirdestination.Ithasbeenparticularlyhelpful for people attending the clinics and for people who are visitingwards.TheConciergeVolunteersareeasytospotintheirred shirts.

OurvolunteerprogramhashadaboostthisyearwiththerecruitmentofaVolunteer/FundraisingCoordinatordedicatedtothesupportanddevelopmentofvolunteerprograms.Providingsupporttovolunteersanddevelopingnewprogramshasbeenakeyfunction of the role.

TheConciergeProgramwasthefirstnewprogramtobeintroduced;initiallyintroducedattheAlburyHospital,withtheWodongaHospitaltofollowlaterintheyear.ThePetTherapyProgramhasbeenexpanded;theprogramhasbeenrunningatAlburyHospital for more than 10 years and it is now operating at Wodonga Hospital. These new programs have received a warm welcome from patients and staff.

The year has proved very busy for the coordinator with many new volunteers coming on board and a number of new programs still in the pipeline.

ConciergeProgramCan we help you?

4 5

InMay2012theAlburyWodongaHealthBoardextendeditsthanks and showed its appreciation to volunteers who have provided assistance at both hospitals by hosting a breakfast that washeldduringNationalVolunteerWeek.Sixty-eightvolunteerswho individually had volunteered for between 5 and 40 years, receivedframedcertificatesandlapelbuttonsdenotingyearsofservice.Betweenthemall,thesevolunteershaveclockedup520years of service.

Recognising Our Outstanding Volunteer Effort

Years of service Number of volunteers

5 32

10 18

15 5

20 8

25 1

30 3

40 1

Listedbelowarethepeoplewhoreceived20yearsto40yearsofservice.

Years of service Volunteer

40 HelenMartin

30 Enid Antone

30 JoyceFeatonby

30 MarjBrewer

25 BettyKendrick

20 BerylNugent

20 HeatherPopple

20 JanetWhitehead

20 KerrieStanton

20 LesleyTaylor

20 LindaMcWaters

20 PhyllisMathews

In2011/12theAlburyAuxiliaryraisedandcontributed $47,490 to the Albury Hospital for much needed items. These funds have been distributed to a range of causes across the hospital, including:

• LoungefurniturefortheDaySurgeryandtheTheatre Waiting Room.

• OncologyChairsfortherevampedOncologyUnit.

• OutdoorSettingfortheRehabilitationWard.

• TreadmillforCardiacRehabilitationofPatients.

• VariousaidsfortheMedical,SpeechPathologyand Rehabilitation Wards.

• WiiBalanceGameforNolanHouse.

• MannequinsforNurseEducation.

The Auxiliary hold a number of fundraising activities includingamonsterraffleatEastertime,aweeklystallonaWednesdayandsausagesizzleforstaff.

Well doneHospital Auxiliary Albury

6

Opportunity Shop donates $52,000TheOpportunityShopdonated$52,000initsfirstyearofoperationatanewlocationinSouthStreetWodonga.PreviouslyinThomasMitchellDriveforover20yearstheshopneededtorelocateaftertheownerpassedaway.Theshopre-openedatthenew location in August 2010.

TheShophasraisedanddonated$576,000since1989.ThemoneydonatedinSeptember2011purchasedtwobirthingbedsfortheMaternityWard.

Around30peoplevolunteerattheOpportunityShop.

Linda McWaters QualityofLifeRestoredLocalresident,PinkLadyVolunteerandPastoralCareWorkerLindaMcWatersaddedherstoryto“TheBookofLife”duringtheDonateLifemorningteaheldinWodonga.TheBookofLifehasbeencreatedbyDonateLifeforpeoplewhohavebeentouched by organ and tissue donation and would like to share their stories.

We had about 50 people attend the delicious morning tea, and we were all inspired and moved by the stories shared.

Linda’sstoryofherexperienceasacornealimplantrecipienttitled“QualityofLifeRestored”canbeviewedontheDonateLifewebsite-http://www.donatelife.gov.au/resources/book-of-life.

7

MaddyDobsonhasalonghistoryofvolunteeringoverseasandathomeinAlbury.ShehasbeenavisitorinprisonsinBangkokandChinaandworkedindetentioncentres.But,itishereinAlbury where she has been able to bring together many aspects of something she is passionate about, and that is to assist carers who have a loved one ill and in hospital.

As a member of Zonta (a local community group), her firstvolunteerroleintheAlburyHospitalwastoconvinceManagementoftheneedforaCarersRoom.Aprivateplacewasneededforpeoplewhenthingsaregettingtoomuch-shesaid “there were times when my husband was sickandIneededaplacetohaveagoodcry”.

MaddyandherfriendTonia,onbehalfofZonta, now look after the Carers Room to ensure it is always clean and well stocked with tea and coffee. The room has comfy chairs, a microwave and television for people who need time out.

Shethenrespondedtoacallforvolunteerstohelp with fundraising for the Albury Hospital Auxiliarysevenyearsago.Herdutiesinvolvesellingraffleticketsfor the weekly meat tray that goes around the hospital, and organisingsausagesizzlesforthestaff.Maddysaysthatshehas“learned a lot from the Auxiliary, they are well connected when it comestofundraising”.

Whenaskedwhyshevolunteers,Maddysaidthat“itisgoodtohelppeopleandyougetmorebackthanyougive”.

Maddy’sothervolunteerworkinthehospitalincludesworkingintheOncologyDepartmentonceaweekandbeingontheHumanResearchEthicsCommittee.Sheisoftencalledupontobeonhospitalworkinggroupsandprojectsteeringcommittees.

HernextbigprojectwasgettinginvolvedwiththeideaoftheAlbury Wodonga region having its own Carers Accommodation. ThisoccurredafterherhusbandhadalongstintinMelbournefollowingastemcelltransplantattheRoyalMelbourneHospital(RMH).TheystayedforthreemonthsattheFightCancerHouse;thehouseislinkedcloselywiththeRMHandprovidedaccommodation for them during her husband’s recovery andtreatment.OnherreturntoAlbury,withthesupportofZonta,Maddystartedtheworkneededtogetsupportfortheaccommodation centre in Albury.

Thatwasnineyearsagoandfivemilliondollarslater,thecentreisontracktoopeninDecember2012.Maddyhasbeenadvocatingforimprovedservicesfor people with cancer by making the connections between community groups, service providers, social workers and hospital boards, all in a volunteer capacity.ShefeelsitisthesupportoftheSocialWorkersthathavegottheprojectsovertheline.

As the Carers Accommodation becomes a reality sheisalreadyworkingonnewprojectsthatincludesupport for the Cancer Centre in Albury (currently in

the planning stage) and advocating through the Cancer Council NSWforSocialWorkersinOncologyDepartments.

ManyofthethingsthatMaddydoesarebehindthescenes,“joiningthedotssotospeak”.Shehashelpedmanyandithasbeenrewarding.Sheiswellknowninthehospitalandourcommunity for her dedication and drive, and when asked how many hours she volunteers, her response was, “well, it has been alotlatelybutIhaveenjoyedit,sometimesmyfamilythinkIdoabitmuch,butitisworthit”.

Maddy JoinstheDots

8

ItwasacaseofallthestarsaligningforlittleArchieMcAlisterwho took a small tumble from a chair, hitting the right side of his head. At the time it seemed like a regular tumble but followingthefall,Archiequicklyfellasleep.NickiMcAlister,Archie’s mother and a former nurse, had a bad feeling and wentwithherinstincts,immediatelycheckinghispupils.Oneof Archie’s pupils was enlarged, indicating the impact from the fallmayhavecausedseriousinjuries.

Nickiimmediatelyphoned000andtheAmbulanceServicehadArchieattheAlburyHospitalwithin15minutes.Duringthedrive,ambulancestaffnotifiedtheAlburyHospitalEmergencyDepartmentofArchie’sinjuries.Amedicalteamincorporatingan anaesthetist, surgeon and paediatrician, as well as the EmergencyDepartmentstaffwasreadytogouponArchie’sarrival.

The importance of this preparation was realised following an emergency CAT scan that showed Archie had a subdural haematoma which was placing pressure on his brain. There wasnotimetogetArchietoMelbourne,andthelife-savingsurgery was performed at the Albury Hospital.

WithintwohoursDrTraceyMerrimanandherteamhadrelieved the pressure on Archie’s brain by removing a 5cm

piece of his skull which allowed access to remove the clot. ArchiewasthenabletobesafelytransferredtoMelbournebyairambulance.Nickisaid“DrMerrimanhaddonesuchagreatjobthathedidn’tneedanotheroperationinMelbourne.Wearesofortunate”.

PaulMcAlistersaidhisson’ssurgeryandrecoverywas‘nothingshort of a miracle’.

Archie spent a week at the Royal Children’s Hospital in Melbourneandthenreturnedhomewearingthehelmethewillneed to wear until the gap in his skull either grows over or is filledwithabonegraft.

Nickisaidtwoofthemainthingsshewassothankfulforwerethat “everyone they encountered really listened to what we weresaying”.Secondly,shesaid“someonestayedwithusthewhole time, relaying and explaining what was happening to Archie”.

Today Archie is an energetic 18 month old boy who is now walking and isn’t afraid to climb. He is much loved by his four oldersisters.AndasNickisaid“Hehashadanincrediblyunluckyfallbuthehasbeensoincrediblyluckyafterwards”.

SmallTumble;BigBumpArchie McAlister’s

Above: Archie McAlister with Albury Wodonga Health Emergency Nurse Practitioner Marienne Shanahan. Pictured behind are his family, parents Paul and Nikki and sisters, India, Sophia, Lucia and Greta. Picture: BEN EYLES/THE BORDER MAIL

9

JoinstheCommunityAdvisory Committee

Leanne Jenvey

IbeganmyjourneywithAlburyWodongaHealthasaCACmemberon1Januarythisyear,andwhatajourneyI’vetravelledso far.

The orientation and training presented by our Resource OfficerandtheHealthIssuesCentrewasthoroughandverycomprehensive.Mythoughtswere‘Whathaveltakenon?’,butasthemeetingshavecomeandgoneandtheprojectsarebeginningtopopup,thelevelofenjoymentisbeginningtorise.

TheopportunitytoattendaCACForuminMelbournewaseducational, with lots of discussion throughout the day, involving consumers and their health services. Communication and consumer participation were the two threads running throughout thesessions.Itwasagreatday.

Ihavealsohadtheopportunitytoattenda‘PlanningyourCommunityEngagementWorkshop’inWangaratta.Itwasvery

informativeandIdidnotrealisethereweresomanydefinitionsofConsumerParticipationaround.Itreallydependsonwhatorganisationyouareworkingwith–“justgoandtelleveryonewhattheyhavetodo!”wasonedefinitionandanotherwas“theywillgotothecounterandcomplain!”.WOW,lthought–hopeourparticipationnevertravelsthisroad.Itwasareallyhands on day.

WorkingwiththePressureInjuryPreventionandWoundManagementCommittee(PIPCommittee)hasbeenagreatexperience.Ithasgivenmetheopportunitytohelppatientstellthestoryoftheirjourneythroughthehealthsystem,andtounderstandhowwecanimprovetheirjourneyandoutcomes.

Ilookforwardtothecontinuationofmyjourneyandtheopportunity to encourage the community to participate in our health service.

10

RecoveryActionPlanWellness

WodongaAdultMentalHealthcommencedaWRAPPilotinJunethisyear.WRAPstandsforWellnessRecoveryActionPlan,astructuredself-managementsystemtomonitor uncomfortable, distressing feelings and behaviours and – through planned responses – reducing, modifying oreliminatingthem.Italsoincludesplansforresponsesfrom others when people are unable to make decisions for themselves.

The aim of the pilot was to evaluate the impact of the programonparticipant’sjourneytowardrecoveryusingtheWRAPapproach.Thefocusonhope,personalresponsibility,education, self advocacy and support as a foundation for self-directedrecoveryandtheplanningprocessforrecoveringwellnessencompassedallaspectsofwellbeingnotjustmentalhealth. “Using simple, safe and often free wellness tools, we discoveredwitheachother,hadbenefitsonallaspectsofourhealth,notjustourfeelingsandthoughts,”saidfacilitatorDavidSmith.

WRAPwasfoundedbyMaryEllenCopelandandfurtherdeveloped by a group of people who experienced mental healthdifficultieswhohavewalkedtheirownjourneyofrecovery.However,“WRAPcanbeusefultoanyoneinplanningand managing their wellbeing, or supporting someone else in theirjourney,”saidWRAPfacilitatorBiancaHolgate.WRAPis also being utilised in formal and informal recovery programs all around the world and has been recognised as an Evidence BasedPracticeinthefieldofmentalhealthrecovery.

DataontheimpactoftheWRAPProgramwerecollectedusingpre and post course evaluations. Evaluations were completed byparticipantspriortocommencingtheWRAPprogramandimmediately after completion, followed by a focus group and interviews.

Participantsdescribedtheprograminapositivewayandspokeof it as being a life changing experience that increased their hope for the future, supporting them to develop self awareness around triggers and early warning signs but more importantly,

“WRAP is useful to anyone in planning & managing their wellbeing.”

11

theconfidenceandownershiptomanagetheirownwellbeing.GiventheuniquenatureofrecoveryandWRAPeducation,where emphasis is on mutuality, participants learn through their own experience and the experiences of others with the assumption that no one is any better or has a higher value than anyoneelse.Furthermore,reflection,listeningandpersonalsharing, creating an environment where participants would feel safe to discuss values and share their views and experiences was of central importance.

Someofthecommentsfromindividualswhoparticipatedinthepilot:

• “Fromweektoweekyoucouldseeadifferenceinpeoplegettingbetter...”

• “IuseWRAPeveryday.Ithashelpedmechangemylife.NowIamamuchmoresettled,easygoingpersonwithmore ability to sort out and work towards my life goals. MyrelationshipswithmychildrenarealsonowimprovingdramaticallyasIamabletocareformyselfbetterdaytoday.ThankyouWRAP!”

• “IhavesharedmyWRAPwithmyfamilyandtheynowknowhowbesttheycanhelpmeincertaincircumstances.”

• “ThankyouforprovidingmewiththemostamazingtoolkitI’veevercomeacrossinmypast5yearsinthementalhealthsysteminNSWandVictoria.Ihighlyrecommendthisbeincorporated in all staff training with Albury Wodonga Health, Kerferd,Gatewayandotherserviceswithinourregion,includingschools.”

• “WRAPhasgivenmepermissiontotakecareofmyselfwheninthepastIwouldenterintoself-destructivebehavioursjusttocope.”

• “Theexperiencewasjustamazing,Ilearntsomuchaboutmyself…..Iammoreequippedtodealwithupsanddowns.”

• “WRAPhelpsyoutakebackcontrolofyourlifeandtostartlivingyourownlife.”

• “WRAPhelpsyoutogettoknowyourselfandbeexcitedaboutit.”

Participantsattributedmanyofthepositiveoutcomestothe level of respect and the values and ethics upheld by the facilitators, interaction, engagement and personal disclosure thatwerefosteredthroughouttheweeks.“Facilitator’shonoureddignity,confidentialityandparticipantspersonalrighttochoicethroughoutthewholeprogram.”Alsohavingtimetodevelopacomfortagreementand“agree”onboundarieswaspraisedbyseveralparticipantsandidentifiedasimportantin creating trust and safety within the group. This level of trust was seen to be essential to allow participants to speak openly andhonestlyabouttheirexperiences.“Listeningtootherpeople’s experiences, knowing you are not alone really helped me.Itwasacaringandcompassionateatmosphere.”Anotherparticipant also commented, “creating an atmosphere of

validationfornormalisationofexperience.Peoplegatheredwith shared stories, further allowing for a release of internalised oppressionandthesuppressionofstates.”

Ithasbeenrecommendedthatself-managementapproachessuchasWRAPshouldbemorewidelyusedandpromotedasan integral part of recovery based practices in everyday mental healthpractice.“ItisessentialwekeepWRAPgoing.”Whenasked how this approach compares with current practice, one participantreportedthat“currentpracticecanbelikea‘bandaidapproach’whereastheWRAPapproachallowsyoutoexplore areas in your life and you are less likely to leave the dooropentoacrisisinthefuture.”Beingabletodevelopone’sownWRAP,comparedtothetraditionalmodelwheremedicalnotes and treatment plans are often developed and kept by health professionals, was seen as another way of shifting the paradigm and reclaiming ownership and control of one’s life.

ThefullreportistobepresentedtotheMentalHealthExecutive team and beyond and will be of interest and relevance to all those with an interest in recovery, from the public at large to people with lived experience, family members, mental health professionals, educators and policy developers.

EvidencedBasedResearchOutcomes:• Reducedmentalhealthdistress.• Increasedhopeforrecovery.• Increasedqualityoflife.• Increasedself-advocacyandmorecomfortableaskingquestions.

• Increasedrecovery.• Increasedempowerment.• Peopletakingresponsibilityfortheirownwellness.• Increasedself-awareness.• Increaseinphysicalhealthandpersonalconfidence.• Asupportsysteminplace.

WRAPcanbeusedbyanyone:

• Peopleinrecovery.• MentalHealthServicesandHospitals.• Clinicians.• Psychiatrists.• Psychologists.• Veterans.• Teenagers.• Children.• Corporates.• Prisons.• Parents.• EmergencyWorkers.• Andanyoneinterestedinmanagingtheirwellbeing…..

“Whenitcomestowellnessweallhavesomethingincommon.”

12

The Albury Community Rehabilitation Centre opened its doorson30January2012asaresultofenhancementfundingprovidedbytheVictorianDepartmentofHealth.Thisnewservice has been able to meet a service gap in Albury and the surrounding area by addressing the needs of adults under 65 yearsofagewithchronicconditionsorrequiringrehabilitation.

The Community Rehabilitation Centre, or more commonly termed‘CRC’,isanoutpatientserviceforpeoplewhohaveaphysical disability, are frail, chronically ill or are recovering from atraumaticinjury.Communityrehabilitationalsohelpspeoplewhohavenewlyemergingchronicsymptomsthatrequireassessment, diagnosis and treatment.

TheAlburyCRCteamincludesPhysiotherapists,OccupationalTherapists,SpeechPathologists,SocialWorkers,ExercisePhysiologists,RegisteredNurses,AlliedHealthAssistants,andDietitians.

The CRC works closely with other health services in the Albury Wodonga region to ensure our services compliment those already provided and that together we meet our community’s needs. To satisfy this aim we have undertaken an extensive

process to clarify the services that are available and the criteria requiredforpeopletoaccesstheseservices.

The following groups have been set up and are running as part of the CRC:

• CardiacRehabilitationProgram.• PulmonaryRehabilitationProgram.• FallsandBalanceGroup.• ProgressiveResistiveExerciseGroup.• CommunityAccessGroup(commencingsoon).

To access the CRC services a person living in the community can contact us direct, or they can be referred by another health providersuchastheirGeneralPractitioner.Servicesareopentoall age groups, providing that the program is driven by goals of the client, and that the client is motivated to participate in the program.

Programsaredevelopedbasedontheclient’sneedsandgoals and may involve working with a team (interdisciplinary approach) or a single therapist. The type of program is always driven by the client’s needs and what they wish to achieve.

ImprovingOurServicesBasedon

Community Needs

Rehabilitation Centre -FillingaServiceGap

Albury Community

13

A recent success of the new CRC at Albury is highlighted by LeanneBennie,whoisnearingtheendofherprogramafterfivemonths of rehabilitation.

LeannewasdiagnosedwithFibromyalgiain2011.Fibromyalgiais a name given to a group of symptoms marked by generalised pain and muscle stiffness. These symptoms can be felt in all areas of the body. Extreme fatigue (tiredness) and sleep problemsarealsocommoninFibromyalgia.Thesymptomsmay last for many years or they may come and go at different times.Withtherightadvicemostpeoplefindtheylearntomanagethepainandtirednessovertime.Formanypeoplefibromyalgiastartswithoutanyobviouscause;thiswasthecaseforLeanne.

PriortocommencingwithCRCLeanne’sconditionwasbeingmanagedbyherlocaldoctorandafibromyalgiaspecialist.Leannehadtostopworking,althoughsheremainedemployed,asherpainwastoosevere.Shewasstrugglingtoparticipateintheroleswhichsheenjoyedandhadwithdrawnfrommanyactivities.LeannewaswaitingtoattendaPainManagementProgramlocallywhenshewasreferredtotheCRCatAlburyHospital.Shesaysthatshehasmade“hugeimprovementsfromwhereIwas,tonow”.Leanne’sCRCprogramincludedalarge number of the services offered by the Albury CRC team.

TheOccupationalTherapisteducatedLeanneaboutpracticaldaily activities through energy conservation and stress management, and helped her to establish effective sleep habits.LeannesaidtheOccupationalTherapistalso“taughtmeitwasoktofeelhowIwasfeeling,Iwasexpectingtoomuchofmyself”.

TheDietitianintroducedatherapeuticdietthatwasagreathelpinmanagingthesymptomsofIrritableBowelSyndrome,asideeffectofFibromyalgiawhichhadgreatlyimpactedonLeanne’sdailyhealthandactivities.

ThePhysiotherapistaddressedgoalsregardingposturewhenperforming daily tasks and developed a program of targeted exercises and stretches, along with providing education about pain management strategies.

TheExercisePhysiologistdesignedanexerciseprogramwhichwasreviewedtwiceaweekandmodifiedaccordingtothewaythatLeanne’sbodyandpainresponded.Leanneiscurrentlyconducting her own gym program three times per week with ongoingsupportfromtheExercisePhysiologist.ThroughherprogramLeannestatesthat“Icanwalkfurtherdistancesandmyfitnesshasimproved”.Leanne’sbodystrengthalsodramatically improved.

Leannereportsthathavingtostopworkshehadbecome“verystressedfinancially,thisstressaddedtothepain”,theCRCSocialWorkerassistedwitharranginganappointmentforfinancialcounselling.Lookingback,Leannesaid“Ididnotseemyselfgettingbacktoworkatall!Iamnowbackatworkandhavetakenonanewposition”.

FrequentsevereheadacheshadcausedthinkingchangeswhichwereimpactingonallaspectsofLeanne’slife.TheSpeechPathologistsupportedLeannetoachievegoalsrelatedtomemory,wordfinding,attention,andconcentration.Leannereported that she has been able to think more clearly even whenshehasaheadachenowduetothetechniquesshehaslearned and practiced.

LeannedidattendthePainManagementProgrampartwayintotheCRCprogram.ShestatesthatreturningtoCRCafterthePainManagementProgramwasveryhelpfulforher,astheCRC reinforced the strategies that she had learned and helped her to implement them and other new ideas while she lived at home and managed her other competing demands like running the household. The CRC team has communicated with Leanne’sGeneralPractitionertoensurethateveryoneinvolvedremain informed and included.

WhenLeannewasaskedtonamethemainachievementofherinvolvement with CRC she stated that “CRC has got me back to doingthingsthatIneverthoughtIcoulddoagain!”Asayoungwoman,thispositiveoutcomehasgreatbenefitsforher,herfamily, her employer and the community as a whole.

CongratulationsLeanne!Yourdedicationtothegoalsandcommitment to participating in the program have been outstanding.

FightsFibromyalgiawiththeHelpof the Albury CRC

Leanne Bennie14

15

Dialysisisamedicalprocessofgettingridofwasteandunwanted water from the blood. This process is normally done byourkidneys.Somepeoplehowever,mayhavefailedordamagedkidneyswhichcannotcarryoutthefunctionproperly-they may need dialysis.

During2011/12ourWodongaHospitalDialysisServiceswererelocatedtotheBobMcLeanWing.Thenewunitismuchlarger so that we are now able to accommodate an extra three chairs. This means that we can have an extra 12 clients use the service each week. The extra room also allows us to provide additional treatments to our current dialysis clients.

Itisamuchsaferandmorecomfortableenvironmentforboth the clients and staff. The design of the new unit has alsocreatedefficienciesinthewaywedothings.Ithaslargewindows that look out onto the courtyard and garden so that our clients are able to see what’s going on outside.

Becauseoftheextraspaceweareabletohavebetterequipment.Coincidentally,wehavejustreceivedsomenew bigger and better dialysis machines. We also now have an isolation room for clients who are excessively immunocompromised.

Inaddition,theRoyalMelbourneHospitalKidneyCareHomeDialysisLinkNurseisnowabletoofferhomehaemodialysistraining at Wodonga. This service is offered for clients within a200kilometreradiusofAlburyWodonga.PreviouslyclientshadtogotoMelbourneandstayforasixtoeightweekperiodattheirownexpense.NowtheyonlyneedonetotwoweeksinMelbournewiththeremainderofthetrainingprovidedinWodonga.Ifaclientrequiresanyrefreshertraining,hascannulation issues or needs respite haemodialysis, they nolongerhavetogotoMelbourneasthiscanbedoneatWodonga.

Dialysis Relocation

AWH

OffersSpotsforaDozenExtraPeople

DialysisServiceLiftingPaul’sSpirits

PaulTemplehasbeenusingdialysisforthepasteightyearsbut has only recently started using the Albury Wodonga Health DialysisService.Previously,Paulhadadialysischairathishome, and was able to administer the treatment himself. He explained that the dialysis chair was taking up a lot of space in his small unit and as a constant reminder of his illness was making him feel down.

PaulnowtravelsintoWodongafromHenty(NSW)threetimesa week to use the new dialysis service. He explained that while thishourandahalfround-tripisoftendifficulttoorganiseviacommunity transport, friends and family, it is worth the effort. The open space, friendly staff and support of other dialysis patients has lifted his spirits and allowed his house to become ahome.Italsohelpsthefivehourtreatmentsessiongoby.Paulexplainsthattohelpthetimepasstheyoftenread,watchtelevision,chat,playcelebrityheadandI-spy,andcatchuponsome sleep.

AbigplusaboutusingtheAWHdialysisPaulsaysisthat“thenursesaregreat,theygoaboveandbeyond”.

16

Fallsareacommonreasonforolderpeopletobeadmittedto hospital. A fall while in hospital, can cause additional complications and increase the patient’s length of stay.

Preventingfallsandminimisingharmfromfallsisamajorfocusarea at AWH.

Manythingscancontributetoincreasedfallsintheolderperson;sensorychanges,decreasedmobility,balanceissues,as well as medications and, while in hospital, the unfamiliar environment.

Withthesethingsinmind,ourFallsCommitteetakesamultidisciplinary approach to preventing falls. The Committee works as a team to prevent falls by collecting, reviewing and analysingfallsincidentsanddata.Fromtheinformationcollected,patternsandtrendsareidentified,andstrategiesputin place to reduce risks.

Someofthestrategiesusedtopreventfallsare:

• Trafficlightsystemforwalkingaids-Redmeansthepatientneedshands-onassistance,orangemeanstheyneedstand-byassistance,andgreenmeans“goodtogo”.Othervisualcuesareused,suchasorangeabove-bedstickers.

• AcomprehensiveFallsRiskAssessmentiscompletedforallpatients;thisstartsintheEmergencyDepartmentandcontinuestobere-assessedthroughoutthepatientjourney.

Wetakeaproactiveapproachrecordingall“nearfalls”and“controlledfalls”.Theseincidentsprovidevaluableinformation.Byrecordingandactinguponapotentialfall,weprevent future falls.

PreventingFalls

Falls Per Year - Albury Wodonga Health

2009-100

50

100

150

200

250

300

2010-11 2011-12

Intrinsic Risk Factors - Cumulative this Financial Year

History of FallsPoor Balance / UnsteadinessLeg Weakness / DeconditioningCognitive ImpairmentEliminationMedications Associated with FallingNurtitional ImpairmentSensory ImpairmentPoor Foot / Shoe ConditionPostural HypotensionFear of Falling

Fear of Falling

History of Falls

Poor Balance /Unsteadiness

Leg Weakness / Deconditioning

Cognitive Impairment

Elimination

MedicationsAssociated with

Falling

NutritionalImpairment

Poor Foot /Shoe Condition

SensoryImpairment

PosturalHypostension

Extrinsic Risk Factors - Cumulative 2011-2012

Call Bell out of Reach

Cotsides in Use

Clutter

Walking aid out of Reach

Inappropriate Bed or ChairHeight

Slippery Surface

Call Bell out of Reach

Loose Floor Covering

Other Environmental Factor

Walking aid out ofReach

Inappropriate Bed or Chair Height

IV Stand or ElectricCord Involved

Inadequate Lighting orGlare

Walking Aid notUsed Properly

Falls Per Hour Per Time Band 2011-2012

1.1 1.5

1.4

1.5

1.8

1.2

2.8

0.8Morning

Afternoon

Evening

Night

Morning Tea

Tea

Am Handover

Pm Handover

ND Handover

Double Staff Time

0.8

0.5

17

Foodgloriousfood,notonlydoesitnourishourbodiesitcannourish our soul. When we are in hospital the simple pleasure of eating is often taken away by illness, unfamiliar foods and routine. Ask anyone about the importance of nutrition when you are unwell and they will say you can’t get better if you are noteating.Somethingsobasicoftengetsforgotteninthemedical machinery of a hospital. A landmark paper in 1974 was thefirsttoacknowledgemalnutritionwasacommonconditioninhospitals-asdidFlorenceNightingale.Surprisinglyitremainssotoday;howeverAlburyWodongaHealthiswagingwaronmalnutrition!

AlburyWodongaHealthhasaFoodandNutritionCommitteewith representatives from across the organisation including FoodService,Dietetics,Nursing,SpeechPathology,membersoftheHospitalExecutive,VolunteerCoordinator,ImprovingCareforOlderPeopleProjectWorkerandaCACmember.Oneofitsfirstprojectswastoimplementprotectedmealstimesand a way of identifying patients who need extra assistance with their meals.

WhatareProtectedMealTimes?This means meal times are protected from interruptions such as wardrounds,X-rays,takingbloodandthemanyotheractivitiesthathappeninahospital.Patientsareallowedtoeatinpeaceandenjoytheirmeal.

Nurse’smealbreakshavealsobeenrescheduledtoensurethereisadequatestaffingtohelpwithfeedingpatients.

WhyRedTrays?Coloured trays have also been introduced to assist with the identificationofpatientsneeds.InMarch2012wehadaRedTrayDaytoheraldthisinitiative.

Creamtraysareusedforpatientswhoneednomodificationor assistance with their diet. Grey trays indicate patients need assistance with opening packaged foods and setting up their tray. Red trays indicate a patient needs full assistance with feeding.

Ourassessmentofthisinitiativehasshownthatstaff,andmoreimportantly patients and families, appreciate this improvement in patient care.

FoodandNutritionisseenasimportantandtheCommitteehavemanymoreprojectstoimplement.

GloriousFood!Food

Red Tray Day Monday 26th March

Implementing feeding assistance

DON’T walk away See a red tray...

you may need to stay See a grey tray...

our patient is OK. See a cream tray...

18

NewmumswhohavetheirbabiesatWodongaHospitalarenowabletoreceivebreastfeedingsupportfromaLactationConsultantoncetheyleavethehospital.Priortotheintroductionof this new service, mums having trouble breastfeeding would sometimes need two or three follow up visits on the Community MidwivesProgramme,ortheywouldhavetodrivetoWangarattatoseeaLactationConsultant.

TheBreastFeedingSupportServicesclinicopenedforbusinessinDecember2011.ItislocatedintheMaternityUnitattheWodongaHospital.WendyPratt,aRegisteredNurseandBoardCertifiedLactationConsultanthasbeenappointedtoruntheclinic.

TheclinicoperatesonMondays,Tuesdays,WednesdaysandFridays.Sofar,theclinichashad406appointmentshelpingnewmumswithbreastfeedingdifficulties.Theseappointmentshavebeenforvariousproblemssuchasdifficultyofbabiesattachingtothe breast, cracked nipples, poor milk supply and mastitis.

Here are some of the things said by mums who have used the service:

• “ThereweresomanytimesIdidn’tthinkwe’dmakeitthisfarwith breastfeeding. We would not have made it without your service.”

• “Thankyousomuchforsharingyouramazingknowledgewithus.Itrulyfeeloursuccessfulbreastfeedingisasadirectresultofyourhelp.”

ThisnewservicehasfreeduptheCommunityMidwivesProgramto focus on other maternal child health matters and new mums are getting the help they need to continue breastfeeding.

FeedTheirBabiesHelping New Mums

19

TheBestCareforOlderPeopleEverywhereToolkithasbeendeveloped to help health services identify tools and resources that can improve care for older people in hospital and throughouttheirjourney.TheToolkitformspartoftheVictorianGovernment’s implementation of the Council of Australian GovernmentsLongStayOlderPatients(COAGLSOP)initiative.Aspartofthisinitiative,olderpeoplearedefinedasthoseaged65yearsormoreandAboriginalorTorresStraitIslandersaged45 years or more.

The Toolkit aims to help staff reduce the risk of older people in hospital losing their ability to live independently. A focus onperson-centredcareunderpinsthetoolkitandthismeanstreatingolderpeoplewithrespectandasequalpartnersinthehealth care relationship.

SinceimplementingtheToolkit,wenowhaveBestCareforOlderPeopleEverywhereChampionsonallrelevantwardsacross both hospitals. A link to the Toolkit has also been placed onourintranethomepageandwebsite.Futureinitiativesofthis program will include:

• Environmentalaudits(checkssuitabilityofwardareasforneeds of older people).

• Professionaldevelopmentstrategies.

• Policyandproceduralframeworkimplementation.

• Integratedmodelsofcare.

This will improve the ability of our older patients to function independently and choose where they would like to live once leaving the hospital.

WelcometoBestCareforOlderPeopleEverywhere-

The Toolkit20

InsideAWH?What’s Happening

During2012AWHstaffweregiventheopportunity to be part of the Weight WatchersatWorkprogram.Thefirst15weekprogram has been hailed a success. 42 staff have enrolled in the program, and though a few dropped out along the way it has been a very successful group activity.

VivienneParamore(HealthSafety&WellbeingConsultant)initiated the program with the support of the Executive and has said that “some people have lost weight, some people have lost centimetres, and everyone has gained a new way of eating, ahealthierlifestyleandhashadfunalongtheway.”

The support gained from sharing the experience with colleagues is immeasurable. The chatter around the place about who is eating what, exercise and new recipes has been energisingforthoseinvolved.Supportatworkiswonderful.A second program is planned later in 2012 with the goal of a healthier workplace.

Duringtheyearweintroducedthe‘BestofHealth’RecognitionProgramwhichrecognisestheexceptionalcontributionandongoing commitment / association of our staff.

Lastyearover400staffwererecognisedfortheirYearsofServicewithAWHanditspredecessors.Wealsoawarded28commendations to staff and teams for their exceptional contributions throughout the year.

StayHealthy

Helping Staff

Acknowledging OurStaff

?21

DuringtheyearourSupplyDepartmenthasundergoneamajortransformation in order to provide supply support to both the WodongaandAlburyHospitals.Partofthistransformationincluded the relocation of our supply store. This has created significantqualityimprovementsintheformofincreasedcapacityandefficiencies.Thisrelocationwastheendresultofadetailed planning and approval process.

Whatstartedoutasanemptyshellwasessentiallymodifiedover an eight week period into a purpose designed warehousingfacility,uniquetoourrequirements.Thewarehouse has been in operation for about six months now. Thedesignhasproventobebothefficientandeffectiveinmeetingourrequirements.

SupportCapacityandEfficiency

Improving Our Supply

22

OurEnvironmentalPlanningTeamistakingactiontominimisethe environmental impacts of AWH operations to the greatest extent possible. The Team will focus on integrating sustainable development practices into all of our business operations and will pursue a vision of sustainability to achieve a fairer, safer and healthier world.

The Team is broken into three groups:

1. TheEnvironmentalPlanningCommittee(EPC)-SeniorManagersresponsibleforenvironmentalimpactswithintheirday to day business.

2. SustainabilityOfficers–Responsibleformanagingtheongoing initiatives and acting as the conduit between the EPCandtheGreenChampions.

3. Green Champions – The most important group charged with ensuring“SustainabilitySuccess”.TheGreenChampionsare the volunteers from each department and the community driving the initiatives at the ground level and ensuring that issues which affect everyone are addressed.

WehavealottobeproudofintheEnvironmentalPlanningSpace.Inthelast18monthswehavetickedoffmanyoftheactionswithintheEnvironmentalManagementPlanincluding,but not limited to:

• “Green”clausesinourprocurementcontracts.

• EstablishmentofWasteWorkingGroup.

• “Green”productsavailableforpurchasing,suchasCardboardPensandForestStewardshipCouncil(FSC)approved paper.

• TreePlantingInitiativetooffsettheemissionsfromourfleet.

• Installationofsensorlightsinlowtrafficareas.

HenryFord,founderoftheFordMotorCompany,oncesaid“Ifeveryone is moving forward together, then success takes care ofitself.”Thisaptlysummarizesthe2012–2017EnvironmentalStrategy.OverthenextfiveyearsAWHaimsto:

• Drivea“GoingGreen”culture.

• Embedthe“GreenChampion”program.

• Integratesustainabilityintoourbusinesspractices.

• Improveresourceefficiency,focusingspecificallyonwastemanagement.

A group of enthusiastic staff and consumers have been leading

the charge on increasing consumer and community participation at Albury Wodonga Health.Participationisaboutencouraging consumers and the community to be part of our healthservice.Itisalsoabout

making sure our staff have the knowledge, skills and resources to

be able to involve the community in our service planning, development and delivery.

TheCommunityParticipationPlan(CPP)isourroadmapforgetting consumers and staff working together to make our healthservicethebestitcanbe.OurCommunityAdvisoryCommitteeandParticipationTeamhavebeenworkinghardtogettheactivitieslistedinthecurrentCPPfinishedpriortoitsexpirationinDecember2012.Ahugeamountofworkhas

alreadybeendonemakingourfirstCPPasuccess.Someofthekey activities to date include:

• IncreasingconsumerinvolvementonAWHworkinggroupsand committees.

• DevelopingaParticipationCommunicationPlanwhichis currently being rolled out and includes some exciting initiatives.

• EstablishingaConsumerandVolunteernetworkwhichwilllink community members and groups that interested in being involved with AWH staff.

• Identificationofpilotparticipationprojectstoincreasestaffawareness of participation and create momentum within AWH.

WearenowworkingongettingournewCPPtogetherwhichwillcovertheperiodJanuary2013toDecember2015.Watchthis space...

TeamParticipation

OurEnvironmentalImpactMinimising

23

WehavepartneredwithWorkSafeVictoriathisyeartoprovidehealthchecksforapproximately65staff.Theaimistohaveat least 60% of our members’ blood pressure, body mass index, non fasting cholesterol, and random blood sugar checked. Health checks also provide staff with the opportunity to speak to a consultant about any lifestyle concerns including exercise, alcohol and other drug consumption.

Theresultsofthesetestsarecompletelyconfidentialandnon-identifiableinformationisprovidedtoWorkSafeVictoriawhousethisdatatohelpbuildabetterprofileoftheVictorianworkforce.

The checks are free and will continue throughout the year.

Health Checks forStaff

InpartnershipwithParklandsAlbury-Wodonga,weheldatree planting day near Wodonga Creek. We had about 46 volunteers (staff and their families) plant 600 trees in under 2 hours!

Oncewefiguredouthowtosetupthetreeguards(rocketscience,I’mtellingyou!)wewerecertainlyonourway.TheOlympicspiritcrossedtheIndianOceanandfounditsway

to us down on Carroll’s Road, as we smashed the 2 hour time limitandhadall600treesplantedinanhourand20minutes!

Teamworkwasinabundance,andwhilstIamsuretherewere a few sore bodies the next day, we all had a great morning and are keen to get out there again next year. Congratulations and thanks once again to the staff and their families that participated.

toOffsetEmissionsPlanting Trees

24

MonitoringQuality of Care

ThissectionofourQualityofCareReportdetailsourprogresstowardsachievingthefivenewstandardsforconsumer,carerandcommunityparticipationasrequiredbytheDepartmentofHealth.Theseindicatorsweredevelopedtomonitortheimplementationofthe“DoingItWithUsNotForUs”StrategicDirections2010-13.

IndicatorsParticipation

Standard Albury Wodonga Health Achievements

1. AWH demonstrates a commitment to consumers, carer and community participation appropriate to its diverse communities.

We have implemented all of the eight strategies identified in “Doing It With Us Not For Us” to encourage and facilitate participation. These include:þ Community Participation Policy.þ Community Participation Plan.þ Recording and reporting on consumer, carer and community participation to the wider

community.þ Cultural Responsiveness Plan.þ Improving Care for Aboriginal and Torres Strait Islander Patients (ICAP) Program.þ Ensuring systems, processes and structures are in place to consult and involve consumers,

carers and community members.þ Building the capacity of staff to support consumer, carer and community participation.þ Disability Action Plan.

2. Consumers, and, where appropriate, carers are involved in informed decision-making about their treatment, care and wellbeing at all stages and with appropriate support.

Consumer Participation IndicatorThe Consumer Participation Indicator score on the Victorian Patient Satisfaction Monitor (VPSM) offers us an indication of whether patients have felt they have been given the opportunity to participate in their own health care. We are currently exceeding the 75% target with our consumer participation indicator score tracking at around 78.2%1.

Maternity Services IndicatorQuestion 2 of the VPSM Maternity Module provides us with an indication of whether women thought they were given an active say in making decisions about what happened during their labour and / or birth. We are currently exceeding the 90% target for this indicator. This year’s result of 98%1 is considerably higher than the 90% reported last year. This would suggest that the majority of women using our maternity services feel that they actively involved in the decisions about their child’s birth and labour.

Community Health ServicesSurveys of Allied Health Consumers across a range of programs show that people using these services feel generally positive about the quality of care they received as recent results demonstrate.

25

Standard Albury Wodonga Health Achievements

1. Overall, how would you rate the quality of the service you received?

Excellent Good Fair Poor Blank Total

Community Rehabilitation Service 71% 29% 100%

Continence Clinic 64% 29% 7% 100%

Rural Allied Health Team 56% 44% 100%

Community Health 40% 60% 100%

Post Acute Care 78% 22% 100%

Hospital Admission Risk Program 56% 33% 11% 100%

2. Was your initial contact with the service helpful?

Yes No Blank N/A Total

ALL 93% 2% 5% 100%

3. Did you get the kind of service you wanted?

Yes No Blank N/A Total

ALL 97% 3% 100%

4. Did you receive the service you needed in a timely manner?

Yes No Blank N/A Total

ALL 92% 3% 5% 100%

5. Were your feelings and opinions respected by our staff?

Yes No Blank N/A Total

ALL 97% 3% 100%

6. Were you confident in the skills and abilities of the staff?

Yes No Blank N/A Total

ALL 97% 3% 100%

7. Did our staff show respect for your cultural needs?

Yes No Blank N/A Total

ALL 38% 5% 57% 100%

8. Were you happy with the location of the service provided, that is, at the centre and / or at home?

Yes No Blank N/A Total

ALL 98% 2% 100%

9. Did you find written information / handouts provided by our staff helpful?

Yes No Blank N/A Total

ALL 88% 10% 2% 100%

10. Generally, were you happy with the amount of help you received?

Yes No Blank N/A Total

ALL 97% 3% 100%

11. Were there other services you needed but did not receive?

Yes No Blank N/A Total

ALL 5% 90% 5% 100%

26

12. Have our programs helped you take better care of your own health?

Yes No Blank N/A Total

ALL 88% 10% 2% 100%

13. If a friend were in need of similar help, would you recommend our service to him or her?

Yes No Blank N/A Total

ALL 98% 2% 100%

14. If you were to seek help again, would you come back to our organisation?

Yes No Blank N/A Total

ALL 98% 2% 100%

Mental HealthWe have implemented the following engagement activities identified in “Doing It With Us Not For Us’ to encourage and facilitate participation. These include:

þCompletion of the consumer self-rated measure.2

þConsumers’ co-signatory on individual service plans, treatment and care plans or recovery plans.3

þEvidence of consumer held records.4

3. Consumers, and where appropriate, carers are provided with evidence-based, accessible information to support key decision-making along the continuum of care.

Consumer Information ResourcesAWH ensures that all consumer information is evidence based and accessible. We currently use the Discern tool to help us to make sure that the information we provide is evidence based and easy to understand.

VPSM IndicatorQuestion 20 (item 2) of the VPSM offers us an insight as to whether our patients think that the written information on how to manage their condition and recovery at home is good to excellent. We are currently exceeding the 75% target with a result of 82%1.

4. Consumers, carers and community members are active participants in the planning, improvement, and evaluation of services and programs on an ongoing basis.

Consumer participation across Albury Wodonga HealthWe are committed to actively involving consumers, carers and community members in the planning, improvement processes and evaluation of our services. To this end, we have implemented all of the participation dimensions identified in ‘Doing It With Us Not For Us’ to encourage and facilitate participation. These include:þStrategic planning. The Community Advisory Committee (CAC) was involved in the review of

our initial Strategic Plan and will have the opportunity to be involved in future updates.þService, program and community development. This is primarily achieved via the

implementation of our Community Participation Plan. We have also developed a Consumer & Community Participation Communication Plan which aims to increase awareness both in the community and within AWH. This plan will be rolled out during 2012/13.

þQuality improvement activities. Our Quality and Clinical Governance Committee includes consumer members. The CAC also provides regular reports to the Board and to the Quality and Clinical Governance Committee.

þDeveloping and monitoring feedback, complaints and appeals systems and in the review of complaints. Both the Quality and Clinical Governance Committee and CAC regularly review the complaints, compliments and feedback received.

þEthics, quality, clinical and corporate governance committees. Consumer representatives sit on the Albury Wodonga Human Research Ethics Committee as well as others mentioned above.

þConsumers, carers and community members are involved in the development of consumer health information. Our Community Advisory Committee has reviewed various consumer health information material throughout the year. We also require that all new / revised patient information receive consumer review.

Standard Albury Wodonga Health Achievements

27

5. AWH actively contributes to building the capacity of consumers, carers and community members to participate fully and effectively.

Supporting consumers, carers and community membersDuring the year our CAC and Participation Team have been working hard to encourage consumer involvement and build the capacity of consumers, carers and community members. The following initiatives have been implemented during 2011/12:þDevelopment of a consumer orientation and training kit for consumers on AWH committees.þDevelopment and trial of evaluation process of the consumer experience on AWH

Committees.þUtilise training resources offered through the Health Issues Centre.þDevelopment of a Consumer and Volunteer Network and supporting resources which is due

to be rolled out during 2012/13.þDevelopment of a Consumer & Community Participation Communication Plan which is due

to be rolled out during 2012/13.

Members of our Community Advisory Committee have also attended various information sessions, training and conferences throughout the year.

Mental HealthConsumers, carers and community members have participated in our mental health services in the following ways:þ Involvement in focus (carers) and advisory (consumers) groups. þ Involvement in a number of committees across North East Victorian MHS.þ Involvement in community education and training.þCo-produced training for staff and external agencies.þ Inclusion in wellbeing activities.þProvision of orientation and or in service training.

Notes:1 Results were taken from the VPSM Wave 21 which covers the period June to December 2011, and includes both the Albury and

Wodonga Hospitals. Results reported for the previous year are for Wodonga Hospital only.

2 This is measured using the Parent rated Strengths and Difficulties Questionnaire (SDQ).

3 Collaboration is noted in the majority of files however there is only a small number of plans signed by consumers.

4 This is a new target. Planning includes a trial of consumer held record in inpatient services. Consumers may also choose to enrol in the National personally controlled electronic health record (www.ehealth.gov.au). However a personally controlled health record is not required to obtain services.

Standard Albury Wodonga Health Achievements

28

Therearethreespecific,identifiedATSIpositionsatAWH.Eachrole covers different needs, although they all provide support and referral options to their community for any admitted patients.

The roles are:

• AboriginalHospitalLiaisonOfficer(AHLO)-Theyprovidereferrals and assistance to patients (admitted to either Albury or Wodonga Hospital) and their families, following anassessmentandbasedonneed.Beforedischarge,theycanassistwithfirstmakingsurethatreferralstocommunitybased services are in place.

• AboriginalLiaisonOfficerMaternity-LocatedattheWodonga Campus, the role is to make sure that pregnant womenwhoidentifytheirbabyasbeingATSIarebookedin to have their baby and are linked into community based services before their baby is born and when they are

dischargedhome.BetweenJuly2011andJune2012therewere 85 indigenous babies born.

• AboriginalMentalHealthWorker-Providescommunitybased support and works with a team of clinicians located atWodongaAdultMentalHealthService.

Lastyeartherewasatotalof2252ATSIidentifiedpatientswho presented to either Albury or Wodonga Emergency Departments.

NotallpatientsidentifiedwillhavehadareferralorneedtoseeanATSIworker.

Overthelast12monthstherehavebeenthreecrossculturaltrainingsessionsfacilitatedbystaff.Ithasinvolved58stafffromboth campuses, and 10 staff from outside organisations. There have been over 300 staff attend cross cultural training since the program has started.

OurDiverse CommunityCultural Diversity – Aboriginal and Torres Strait Islander (ATSI) Roles

Cultural Responsiveness PlanOurcurrentCulturalResponsivenessPlancoverstheperiodJanuary2011toDecember2012.Wearecurrentlyintheprocess of developing a new plan which will refocus our attention on the diverse needs of our community. This will link to the recently developed Home and Community Care (HACC) CulturalDiversityPlan.

Disability Action PlanInNovember2011AlburyWodongaHealthlauncheditsfirstDisabilityActionPlan“SmallChangesCanMakeABigDifference.”Itwasdevelopedincollaborationwithexternalgroups, individuals with a personal experience of disability and staff.ThePlanaimstoactivelypromotetheunderstanding,inclusion and participation of all people in our wider community.

WewereprivilegedtohavethesupportofJimAsimakopoulos(Manager,AbilitiesandDisabilityAwarenessProgram,DepartmentofEducation&EarlyChildhoodDevelopmentVictoria)inlaunchingourDisabilityActionPlan.Jimreceived

theOrderofAustraliain2006forhisworkinschoolsandthecommunity.BornwithCerebralPalsy,Jimhasapersonalunderstanding of the barriers and attitudes people with disabilities face every day. He also has a strong understanding of what can be achieved personally and as a community when welookatwhatpeoplecando,notwhattheycan’t.Jimsharedsome of his experiences and thoughts with us on inclusion and access for all.

TheobjectivesforourActionPlanaredesignedtoassistinraising our awareness of the barriers people with disabilities face and promote inclusion at AWH. They include:

• Improvingaccesstoservicesandfacilities.

• Reducing barriers to obtaining and maintaining employment.

• Promotinginclusionandparticipation.

• Promotingpositivecommunityattitudesandunderstanding of disability issues.

29

EightmonthsintoourfouryearDisabilityActionPlanandweareprogressingwell.Forexample:

• Ourwebsitenowincludestogglekeystogivelargefontand high contrast backgrounds assisting in accessibility for individuals with low vision.

• ASubstantiveEqualityStatementisnowincludedonourwebsite and in all employment advertisements.

• Guidelines have been developed for staff on including communitymembersinhospitalprojects.

• LinkstotheDAIS(DisabilityAdvocacyandInformationService)websitehavebeenestablishedontheAWHsitetoimprove information sharing.

The future goals of our action plan are to continue to strengthen the partnership with consumer groups, to monitor and review our plan, and to keep it live and responsive to the needs of consumers and organisation.

RobynRaine’sson,Danny,wasbornwithaseveredisability.Heis now a happy young man of 25 years. Robyn shares her story...

Beingaparentforovertwentyfiveyearstoayoungmanwitha severe and complex disability has been very rewarding and sometimes very heartbreaking. Accessing disability services andhealthcarehasbeenaminefieldof“who,whyandif”Dannywillreceivetreatment.

WhenIwasaskedtocontributetotheDisabilityActionPlanIwasveryhonoured.BeingaskedtobepartofthePlan’sdevelopment made me feel that our hospital felt it was time

foractionandthatIandothershavesomethingtoofferaroundaccessandqualityofhealthcare.Iwaskeentohelpimprovethe AWH services for people with a disability and their loved ones.

WhenIreadthisdocumentIwasverypleasedthatitwasthebeginningofchange.IamalsoproudtobeapartofAWHConsumerAdvisoryCommitteeandtheParticipationTeam.Beingpartofthesegroupsgivesmetheconfidencethatthiswillnotjustbeaplanthatwasdoneasarequirementbutadocumentthatwillbefollowedthoughandactionedon.I’msuretheDisabilityActionPlanwillstayaliveuntilwegetitright!

A Carers Perspective on the Disability Action Plan30

31

HealthcareAssociatedInfection(HAI)surveillancesystemsareanimportantpartoftheAWHInfectionPreventionandControlProgramandareproventoreduceinfectionrates.

AWHcontinuestoparticipateintheVictorianHospitalAcquiredInfectionSurveillanceSystem(VICNISS).Wereviewand report on data collected on caesarean sections, total hip and knee replacement and gall bladder surgery as well as blood stream infections, especially in our high risk patients in the intensive care and haemodialysis units. This information, along with the results of compliance audits including hand hygiene,compliancewithInfectionControlGuidelines,andenvironmental cleaning is used to evaluate practice and

implement changes that lead to improvements in patient safety.

Ourrateofsurgicalsiteinfectionscontinues to remain extremely low and well below the average of other participating hospitals.

Observationalauditingofhealthcare workers’ hand hygiene compliancewiththe5Momentsfor Hand Hygiene is performed threetimeseachyear.Ourresults

show that we continue to exceed the 70% compliance target andourratesaresimilartothenationalaverage.OurauditsofcompliancewiththeAustralianInfectionControlGuidelinesshow pleasing results and that we compare favourably with otherVictorianregionalhealthcarefacilities.

Frompatientsurveysweknowthatthecleanlinessofthehospital is very important to our consumers. Cleaning audits are conducted monthly by trained auditors and these results are reported to the hospital Executive. The cleanliness of our hospitals continues to be very high with audit results averaging 97.5% during 2012.

Apressureinjuryisalocalisedinjurytotheskinorunderlyingtissue.Itisusuallylocatedontopofboneorasaresultofpressure.

InnovationsinleadinghealthcareorganisationsthroughoutAustralia and internationally have shown how a shift in how we careforpeoplewithpressureinjuriescanimproveoutcomesandthequalityofcare,whileatthesametimereducingresourcerequirements.

WehavetakenthefirststeptowardtheimplementationofevidencebasedinnovationsbylaunchingaPressureInjuryandWoundPrevention&CareProgramin2012.

Duringearly2012,weengagedanindependentclinicalconsultingfirm(NursingPracticeSolutions),toworkinpartnershipwithournursingstaffandSmith&Nephew™toundertake a wound prevalence audit. The auditors completed an assessment of 158 patients across Albury Wodonga Health andidentifiedanoverallpressureinjuryprevalencerateof15%.

Graph:Distributionofpressureinjuries:

Pressureinjurieswerefoundtooccurwherepatientswerenotable to move around and were suffering an acute or chronic illness. We have a number of specialised mattresses to help reduce or redistribute the pressure for patients who are not able to leave their beds. The audit found that all patients surveyed were using one of these mattresses.

An assessment of clinical staff needs and interests was also undertaken as part of the audit.

Thisinitialstudyisthefirststepintheimplementationofthewound care program. Using this information, benchmarks for measuring wound care progress have been established and opportunitiesidentifiedforimprovedqualitypatientcareandsafety through improved wound care practices.

(including Hand Hygiene Compliance Rates)

Infection Control and Cleaning

Pressure Wound Monitoring&Prevention

32

When referring to the use of blood products we are talking about the blood products produced by organisations such astheAustralianRedCrossBloodService(ARCBS)fromtheblood donated freely by the Australian public.

TheARCBSproducesbloodproductsrankedamongthesafest in the world, but their use is not risk free for the patient. Shortsupplyandhighdemandareoftensignificantproblemsin the supply of blood products.

Albury Wodonga Health continues to address the potential risks to the patient and ensure the safe and appropriate use of blood products.

During2011theWodongaandAlburyHospitalsBloodTransfusion Committees combined to form a single Albury WodongaHealthBloodTransfusionCommittee.Thiscommitteehasrepresentationfromthemajorkeystakeholdersinmedicine,nursing,andthelocalbloodbankprovider.Itsroles include:

• The management and oversight of activities related to the use of blood products.

• The implementation of changes in line with local needs, StatepolicyandNationaldirectives.

• Reviewing of systems to ensure the safe and appropriate use of blood products.

During2011theintroductionofanonsitepathologyservicehas improved blood product access for patients on both sites. A 24 hour blood banking service is now available at Albury HospitalwithamodifiedserviceimplementedatWodongaHospital.Overallaccesstobloodproductshasbeenimproved with onsite blood banking.

WiththeprovisionoffundingfromtheDepartmentofHealtha nurse dedicated to transfusion practice, called a Transfusion Trainer has been voluntarily increased by Albury Wodonga Health to accommodate the two hospitals. The responsibilities of the Transfusion Trainer include the:

• Disseminationoftransfusionpracticeupdatesandcorrespondence.

• Education of staff to ensure the safe use of blood products, new policies and procedures.

• Theimplementationofqualityimprovements.

• Monitoringofqualityimprovementactivities.

Examplesofcurrentqualityimprovementactivities,coordinatedbytheTransfusionTrainerfortheBlood

Transfusion Committee include:

• Ongoingreviewandupdatingofallpoliciesandprocedures related to blood product use.

• Staffeducationprogram.

• RelocationoftheBloodBankfridgesandfreezerstoreduce waste and improve safety when blood products are issued.

A critical bleeding / massive transfusion procedure has been developed which aims to streamline access to blood products for patients suffering bleeding emergencies that requireabloodtransfusion.Particularfocusandattentionhas been given to patient groups with an increased risk of bleeding, such as obstetric patients and those patients who suffer severe trauma. The aim of the procedure is to improve patient outcomes through timely communication and access to potentially life saving blood products.

RecommendationsfromtheAustralianandNewZealandSocietyforBloodTransfusion,theVictorianBloodMattersprogramandTheNationalBloodAuthorityhaveseenthedevelopment and implementation of a new blood product transfusion form across AWH. The form aims to improve the communication between the patient and staff, thus enabling the patient to make informed decisions.

The appropriateness of blood product transfusions will be the nextareaofpracticethattheBloodTransfusionCommitteewill examine closely. The data below illustrates the number ofredcellsthatarerequestedbyMedicalOfficersvs.thenumberactuallytransfused.Furtherbreakdownofthesenumbers into patient groups and specialties will enable the Transfusion Committee to evaluate practice, make comparisons and suggest improvement changes to reduce Red Cell use and demand.

Safe UseofBloodandBloodProducts

33

The Albury Wodonga Health Quality and Clinical Governance programisbasedontheVictorianClinicalGovernancePolicyFramework’sfourpillarsof:

• ConsumerParticipation.

• Clinical Effectiveness.

• Effective Workforce.

• RiskManagement.

The Quality and Clinical Governance program has continued to strengthen and mature over 2011/12 with increasing integration of processes made possible by the evolution of the organisation and standardisation of systems.

ConsiderableenergywasdevotedtopreparationforourfirstOrganisationWideaccreditationsurvey(reportedbelow),withthepositiveresultreflectingthecommitmenttoqualityandsafety at all levels and in all areas of the organisation.

TheintroductionoftheState-wideIncidentManagementSystem,VHIMS,inlateFebruaryhasbeenbeneficialinenablingus to analyse consumer feedback and reported incidents to direct improvement efforts and to compare our performance with other health services.

AnotherareaofsignificantactivityoverthisyearhasbeentheRedesigningHospitalCareProgram.ThisDepartmentofHealthsupportedprogramhasquicklyestablisheditsvalue within Albury Wodonga Health. The core principles of systematic analysis of data, reduction of waste and improvementofsystemflow,havebeenappliedtoarangeofprojectsincluding:

• DecreasingtimetakentotransferpatientsadmittedfromEmergencyDepartmenttoMedicalWard.

• Significantstreamliningofmanagementofconsumablestock in operating theatres.

• RefinementofrosteringinDialysisandEmergencyDepartmentmedicalstaffingatnight,allowingbettermatchingofstaffingtoactivity.

• Involvementinplanningfortheendoscopydevelopment.This will assist in both reducing the length of time from booking of procedure until the procedure is performed andinimprovingtheflowforpatientsonthedayofprocedure.

Qualityimprovementprojectsareinitiatedbyarangeoftriggers,including:strategicplanning;responsestospecificincidentsortrendsidentifiedthroughanalysisofdata;identificationofrisks;andimportantly,responsestosuggestionsor problems received via feedback from patients, public and business partners.

TheAWHQualityprogramisoverseenbytheBoardQualityCommittee.

Credentialing, Scope of Practice and CertificationCredentialingisaformalprocessofcheckingqualifications,experienceandprofessionalstandingofclinicians.Scopeofpractice outlines what is appropriate practice for a clinician withinaparticularsetting,basedonthequalificationsoftheclinician and the capability of the organisation.

Ourcredentialingsystemensuresthatallclinicians’qualificationsareverifiedonappointmentandthat(whereapplicable) they provide proof of ongoing registration annually.

Scopeofpracticefornon-medicalstaffisdefinedinpositiondescriptions and reviewed annually through the performance planningandreviewprocess.NewworkhasbeenundertakeninthisareathisyeartoreflectthechangingrolesofNursePractitioners.

Complaints ManagementAlbury Wodonga Health places a high value on feedback received from consumers as a means of understanding what we are doing well and where we need to improve.

We attempt to make it easy for anybody to provide feedback to theorganisation.Feedbackmaybeprovided:

• InpersontoastaffmemberortothePatientAdvocate.

• Inwritingvialetterore-mail.

• Using a feedback form (additional feedback forms and feedback boxes have been placed strategically around the organisation).

• Viatelephone.

• Through external independent bodies such as the Health CareComplaintsCommissionandtheHealthServicesCommissioner.

• Using the feedback portal on the Albury Wodonga Health website.

Inadditiontothis,specifictargetedpatientsatisfactionsurveys are conducted by programs and departments. Albury WodongaHealthalsoparticipatesintheVictorianPatientSatisfactionMonitorprogram,whichisadministeredonbehalfoftheDepartmentofHealthbyanindependentorganisation.OurresultsfromthissurveyareconsistentwithcomparablehospitalsacrossVictoriaandhaveremainedatconsistentlevelsthroughout the year.

Wherethepersonprovidingfeedbackcanbeidentified,AlburyWodonga Health has a commitment to respond to complaints quickly,inperson,andtocommunicatetheoutcomesofanysubsequentinvestigationsorprocesschangestothepersonwho provided the feedback. All compliments and complaints are entered onto a database and trend and summary data is

Quality &Risk

34

analysed and reported in a range of forums including internal management meetings, Community Advisory Committee meetingsandBoardQualitymeetings.Ourperformancein managing complaints (for example, the time taken to investigateandprovidefinalresolution)isalsomonitoredandreported through these forums.

TheParticipationTeam(acombinationofConsumerAdvisoryCommitteemembers,ManagersandClinicalstaffmembers)have been very active in exploring different ways to enable people to tell us about their experiences and expectations of Albury Wodonga Health and we hope to achieve this through the introduction of some new innovations over the coming year.

AccreditationAs promised in last year’s Quality of Care Report, Albury Wodonga Health (AWH) is pleased to report the results of our firstOrganisationWideSurveyasanintegratedorganisation.ThesurveywasconductedinOctober2011.FiveSurveyorsfromtheAustralianCouncilonHealthcareStandards(ACHS)

spent four days interviewing staff, patients, volunteers and carers and observing work practices across the entire organisation, including Albury and Wodonga Hospitals, the MentalHealthServices,andtheDentalService.Onthebasisofthesurveyors’findings,theACHSawardedAWHwithafull4yearaccreditation,validuntilFebruary2016.AWHalso welcomed the suggestions for further improvement recommendedbythesurveyorsintheirfinalreport.Theserecommendations have since been an area of focus as AWH movestowarditsnextaccreditationeventinNovember2012. This event will be a self assessment, where AWH will berequiredtoreportonimprovementsmadesincetheOrganisationWideSurvey.

Theselfassessmentwillbethefinalaccreditationeventbeforetheintroductionofthenewaccreditationsystem,theNationalSafetyandQualityHealthServiceStandards(NSQHSS).Thesestandardscomeintoeffectfromthe1stJanuary2013,andaccreditation under these standards promises to provide new andchallengingobjectivesforAWHtomeet.

35

GlossaryTerm Definition

Allied HealthA group of health-care services, such as occupational therapy, speech pathology and physiotherapy, provided by appropriately qualified professionals.

AWH Albury Wodonga Health.

Carers Paid or unpaid people, including families and friends providing care to consumers.

Community Advisory Committee (CAC)

An advisory committee to the Board and one way in which we actively involve community members in improving the services we provide.

Consumer People who are current or potential users of our services.

Continuity of CareUninterrupted health care for a condition from the time of first contact to the point of resolution or long-term maintenance.

Dialysis A process of filtering and removing waste products from the bloodstream.

Endoscopy Visual examination of interior structures of the body with an endoscope.

GI Gastro Intestinal.

GIT Gastro Intestinal Tract.

Inpatient Someone who requires an overnight stay at the hospital.

Maternity The care of women at childbirth and their newborn babies.

Midwifery The practice of assisting at childbirth.

Oncology Medical care of people with cancer.

Ophthalmology Medical care of the eyes.

OrthopaedicsA medical specialty concerned with the skeletal system, especially the extremities and the spine, and associated structures, as muscles and ligaments.

Paediatrics Medical care of children.

Palliative CareAn approach to health care that is concerned primarily with attending to physical and emotional comfort rather than effecting a cure.

ParticipationOccurs when consumers, carers and community members are meaningfully involved in decision-making about health policy and planning, care and treatment, and the wellbeing of themselves and the community.

Pathology The study of disease by the use of laboratory tests and methods.

Renal The kidneys.

Surgicentre A place where minor or ‘same day’ surgical procedures are performed.

Thrombolysis Dissolution of a blood clot / thrombus.

VPSM (Victorian Patient Satisfaction Monitor)

A survey that asks patients about how they felt about their stay in hospital. Results from the survey are used by hospitals to identify ways that they can improve.

Ourfinancialreportsarelocatedinaseparatereportwhichcanbeviewedonourwebsiteatwww.awh.org.au

36

We rely on your feedback to ensure the Quality of Care Report continues to provide the information you want about the safety and quality of your health services.

Please complete the feedback form below and either:• Postto:AlburyWodongaHealth,QualityUnit,POBox156,Wodonga,Victoria,3689.• ReturninpersontothemainreceptionateitherAlburyorWodongaHospital.

1. What did you think of the information in this report?

Poor 1 2 3 4 5 Excellent

Comment

2. What did you think of the presentation of the report?

Poor 1 2 3 4 5 Excellent

Comment

3. Did you like the magazine format?

Yes No Indifferent

4. Did you find the articles to be - ?

Notinteresting 1 2 3 4 5 Appropriate

5. The report gave me a better understanding about the healthcare services Albury Wodonga Health provides:

StronglyDisagree 1 2 3 4 5 StronglyAgree

6. Please tick the age range that applies to you:

<20 21-30 31-40 41-50 51-60 60+

7. Can you please tell us which suburb / town / rural area you live in?

8. Do you have any suggestions for improving this report?

What would you like to see more of?

What would you like to see less of?

9. Are you interested in being a part of a committee preparing next year’s Albury Wodonga Health Quality of

Care Report?

Yes (include contact details) No

Name:

Address:

Postcode: Phone:

Thank you!

FeedbackWeNeedYour

37

Delivery Address:PO Box 326ALBURY NSW 2640

Albury HospitalClient Liaison OfficeReply Paid 326ALBURY NSW 2640

Wodonga HospitalQuality UnitReply Paid 156WODONGA VIC 3689

Delivery Address:PO Box 156WODONGA VIC 3689

Wodonga Regional Health ServiceReply Paid 156WODONGA VIC 3689

Filename: D9626586300490145N080318.pdf date: 18/03/2008 12:47:38

Albury Wodonga HealthPO Box 326

Albury, NSW, 2640ABN: 31 569743 618

www.awh.org.au

Albury Hospital Borella Road,

Albury, NSW, 2640Phone: (02) 6058 4444

Fax: (02) 6058 4680

Wodonga Hospital Vermont Street

Wodonga, VIC, 3690Phone: (02) 6051 7111

Fax: (02) 6051 7477

Contact Us

AlburyWodonga

Health