SHINING A LIGHT - Northern NSW Local Health District...great patient care. Cleaners don’t often get the recognition they deserve, but they are the unsung heroes of our hospitals!”

Editor: Fiona Baker, Manager Media and Corporate Communications

Phone: 6620 2141

Email: [email protected]

Northern Exposure is published 8 times a year by the Northern NSW Local Health District. We welcome your contributions, suggestions and feedback.

SHINING A LIGHT ON SPARKLING SURFACESWhen it comes to housework, I find cleaning to be one of the more rewarding tasks. You can see where you’ve cleaned, you know it’s clean, and you know the effort that’s gone in to making it that way.

Strangely though, it can also be something that people are more likely to notice only when it’s NOT done. At least that’s the case when you’re talking about dirt you can see.

In fighting the COVID-19 pandemic, people have become more aware of the need to keep things clean, even when you can’t see any visible signs of dirt. Hands, faces, doorknobs, pens, taps, phones, computers, benchtops, railings, chairs, lift buttons… there’s an endless list of surfaces which can potentially harbour the virus.

When it comes to preventing infection, our hospitals have established systems for keeping people, surfaces and implements clean. We have great teams who get rid of those germs that we can’t see.

Our Public Health teams have also been busy helping people in the wider community get on top of their cleaning regimens, keeping public spaces and businesses clean for us all.

Even if you can’t see them, cleaners have probably been there before you, and will be there again after you leave.

For all the work that’s unseen, we say thanks!

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Cover: Casino and District Memorial Hospital staff, from left, Adam Guerin, Robert Montgomery, Rosemary Newman, Terry Verrall, Marcia Armstrong, Peter Makejev, Tania Creighton and Simon Piper.

Killen Falls Photo: Brett Payne

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On 15 June we celebrated International Cleaners’ Day. This year, more than any other, the essential work of our cleaning staff has been front and centre in the response to COVID-19.

Among the many challenges coronavirus has brought to NNSWLHD is the need to ensure we maintain the high standards of cleanliness in all our facilities.

Our cleaning teams have again excelled in taking on challenges that included additional training, working in new environments and supporting their colleagues during an incredibly stressful period.

Our cleaners are just fantastic at what they do and how they go about it. I hope you had a chance to stop and thank your local cleaning team, and if you didn’t, it’s never too late!

As we start to see the relaxation of many of the isolation restrictions we have lived with over the past months, we are starting to see systems moving back to business as usual.

COVID-19 has given us the opportunity to implement a range of new ways of doing business. These include virtual health, working from home, and enhanced infection control systems that are proving to be supported by the majority of staff, clinicians and community.

Executive Update

Wayne Jones Chief Executive

Words and language are key tools we use to communicate with others. But we can often get it wrong.

Corporations and governments have long been criticised for using technical terms or too much jargon, and healthcare is no different. In fact, we are renowned for our use of complex language and acronyms.

In healthcare, new words and phrases are constantly emerging. Think: co-design,

patient engagement, patient-centred care, integrated care, patient experience, and lived experience.

One of the relatively new terms I dislike is ‘health consumer’. In fact, the Australian Health Practitioner Regulation Agency (AHPRA) Code of Conduct notes that the relationship between health professionals and those in their care is very different to a usual ‘client’ or ‘consumer’ relationship. When we use the word ‘patient’, we are reflecting the fact that our concern for them is central to our actions.

I have been known to express my disapproval when someone uses the word ‘consumer’, and I have also raised this issue with senior health officials both at a State and national level.

I was pleased to see that the Mental Health Commission has decided that it will no longer use the word ‘consumer’ and instead use ‘patient’ or ‘person with lived experience’.

Brian Pezzutti Board Chair

As we start to return to ‘normal’ we will be reviewing all the changes we have implemented, so we can find those that are truly adding value to our workplaces, with the aim that these form part of our new normal.

Along with COVID-19, the world is witnessing a global response to the tragic death of George Floyd in the United States that has ignited a series of Black Lives Matter protests and actions within many countries.

It’s encouraging to see that so many people have a passion and commitment to raise awareness of social injustice, and to improving the lives of our indigenous communities and people of colour around the world.

Although, I do ask that anyone who attends any large gathering and develops any respiratory illness, to please isolate yourself and quickly get tested for COVID-19.

From the Board ChairNew language has also emerged during the COVID-19 crisis with the terms ‘social distancing’ and ‘self-isolation’ being used to communicate important preventive public health measures.

Members of our community advisory groups have highlighted that these terms have negative connotations and can cause anxiety for people with mental illness, and we passed on this feedback to NSW Health and Health Consumers NSW to consider using other terms, for example ‘physical distancing’.

This is a reminder for us all to try and use plain language, especially in healthcare. The words we use in our professional settings are often not the words that patients and their families would use.

Using the right words in the right situation, we can help to improve health outcomes by providing clarity, understanding and comfort for our patients, which also helps them better manage their own health.

ISSUE 4 - 2020JULY/AUGUST 3

In June we celebrated International Cleaners Day, with events to recognise the essential work that cleaning, domestic services, and support staff do in keeping our patients and our facilities spick and span.

When it comes to cleanliness, our staff and HealthShare NSW staff are among the best in the business.

Northern NSW Local Health District regularly rates extremely highly in patient experience surveys, and one of the areas we stand out is the cleanliness of the hospital and waiting room environments.

Director Clinical Operations, Lynne Weir, said having a clean and hygienic working environment is essential to providing good healthcare.

“Without our amazing domestic services and support teams, our hospitals and health centres wouldn’t be able to provide such great patient care. Cleaners don’t often get the recognition they deserve, but they are the unsung heroes of our hospitals!”

“At the end of the day, we’re all working towards the same outcome, and it’s our community that benefits.”

“It’s been great to acknowledge the work of our teams behind the scenes, especially with the heightened pressure we’ve all been under to make sure that our patients and visitors stay safe from COVID-19.

“On behalf of the LHD, I want to thank you all for your care and dedication.”

Support staff in the limelight

Top, Lismore Base Hospital staff. Insets, Murwillumbah District Hospital staff, from left Glen Dionisys, Julie Robinson, Mark Rundle, Nola King, Steve Macmillan

Below, Tweed Hospital staff thankyou board

Opposite top, Tweed Hospital staff. Middle from left, Maclean Distict Hospital staff - Julie O’Connell, Amelia Bell, Gaye Anderson. Bottom right, Gemma Peterson

Bottom left, Riverlands Hospital Assistants - Dani Aafjes and Rachel Stephens



International Nurses Day (12 May) and International Midwives Day (5 May) were celebrated across the District with the usual flair, this year being particularly special also falling in the International Year of the Nurse and Midwife.

Staff donned old uniforms, celebrated with cakes, and even partook in the ‘Git Up Challenge’ at Lismore Base Hospital which went viral on social media - reaching more than 130,000 people!

If you haven’t seen it head to our Facebook page or search ‘#gitupchallenge Lismore’.

Celebrating our Nurses and Midwives

Top left, Ballina District Hospital, top right, Murwillumbah District Hospital Middle left, Kyogle MPS - Carleta and Maree Owen

Middle right, Bonalbo MPS. Bottom, Lismore Base Hospital


‘Assistants in Medicine’ is an innovative new program which will run from June to December 2020.

It provides enhanced opportunities for final year medical students to work in the hospital setting, prior to their Intern year.

Selected final-year medical students from Western Sydney University, University of Sydney and University of Wollongong will be employed in Northern NSW Local Health District as part of the NSW-wide Assistants in Medicine (AiM) program.

Initially devised as a way to boost the medical workforce in preparation for any activity surge due to COVID-19, the AiM program will also enable NSW Health and the LHD to evaluate the benefits of an enhanced intern-preparation program.

There will be seven AiM positions at The Tweed Hospital, and twelve positions at Lismore Base Hospital, for two 12-week terms.

“Please welcome these new workers to our health service, and assist them in becoming productive members of our teams,” Dr Tim Williams, NNSWLHD Director Medical Services, said.

ASSISTANTS IN MEDICINE TAKE THE FLOOR

The AiMs will work under supervision as part of medical teams in various inpatient services, with a wider range of capabilities and responsibilities than the usual medical student placement.

“We look forward to the benefits this will bring to hospital teams in early 2021, when AiMs commence their Intern year,” Dr Williams said.

At Lismore Base Hospital there were tears of joy when a patient returned to give thanks for his care.

After spending more than two weeks in intensive care fighting COVID-19, and another five weeks in home isolation, Warren Ainsworth returned to Lismore Base Hospital to thank the team that saved his life.

The 73-year-old says he doesn’t remember much of the ordeal, since he spent 11 days of it intubated and hooked to a ventilator.

With his wife Julie by his side, Warren visited staff at the Intensive Care Unit to give his thanks.

“Thank you, thank you, thank you,” Mr Ainsworth said.

“I’ve been through the process so I know, If you’re ever going to get sick, I picked the

best place in the world to get sick.”

While Mr Ainsworth admits he had never heard of the “Hospital in the Home” program, he says he was very impressed by how helpful it was to his recovery and he still can’t believe it was all free.

“I’m still waiting for them to send me the bill!” he said as he joked with the ICU staff.

Intensive Care Nurse of 25 years, Isabel Rendo, looked after Warren and said the team was well prepared.

COVID-19 survivor thanks lifesaving team

“Warren is the kind of patient we look after all the time,” Isabel said.

“We felt very safe, sound, and secure, and we were glad we had Warren as we could offer him everything we had, and Warren had the best chance of survival.”

Warren and Julie, who reside in Casino, will be celebrating their 50th wedding anniversary in the coming months.

Warren and Julie Ainsworth at Lismore Base Hospital

Lismore Assistants in Medicine


Urbenville MPS resident, Mary Armstrong, was once the person providing care, with an exciting career as a nurse. Her story is retold by her daughter, Elizabeth Capelin.

Mary says her nursing years were a happy chapter in her life where she made many life-long friends. Now aged 96, her career may appear to have been relatively short, but nursing provided her with the opportunities to learn, grow, and live abroad.

Mary grew up in Casino where her father, John Boden, had a drapery store. She attended early schooling in Casino and later boarded at the Brisbane Girls High School (Somerville House). After leaving school, Mary worked in the Commercial Bank in Casino for a few years, but felt nursing would offer her much more.

In 1945, Mary was accepted to the Royal Prince Alfred Hospital in Camperdown, Sydney. She undertook four years of general training, living in the nurses’ quarters at the hospital.

After she was qualified as a Registered Nurse, Mary and a few of her nursing friends went to Tasmania to do Midwifery training at the Queen Victoria Hospital in Launceston. She recalls assisting in around 36 deliveries during the one year course. On their days off, they would venture out to see as much of Tasmania as they could.

In November 1950, Mary joined the Trained staff at the Royal North Shore Hospital in Sydney. During the first six months she relieved the Sister in the Thoracic ward, after which she was appointed Sister-in-Charge of the Gynaecological Ward. She held this position until she resigned at the end of 1951 to travel to England.

The journey took six weeks by ship. Mary worked in hospitals in London and as a

private nurse in large family homes where she was part of the staff, along with the maid, cook, gardener and others. When they had saved some money, Mary and her friends would take time off to travel in Europe. She also visited Ireland and met her Irish relatives.

Shortly after Mary arrived in England, King George VI died. Mary and her friends decided they would extend the planned one-year visit by six months so that they could see the Coronation of Queen Elizabeth II - what she says was a once-in-a-lifetime opportunity.

On her return to Australia, Mary returned to Royal North Shore Hospital until she announced her engagement to Alec

MPS resident recalls exciting years spent nursing

Armstrong, who she had met prior to travelling overseas. At that time nurses were not allowed to continue working once they were married.

Mary and Alec were married in April 1954, honeymooned in New Zealand and lived on the Armstrong farm at Old Bonalbo where they raised their three children, Robert, James and Elizabeth. After Alec died in 2004, Mary continued to live in the family home until it became necessary for her to move to the Urbenville MPS in 2014, where she still resides.

Mary says nursing provided her with many opportunities: making a difference to other people’s lives, independence and the ability to find work wherever she travelled.

Top, Mary at the Urbenville Historical Museum. Bottom left, at Royal Prince Alfred Hospital 1948. Bottom right, at Royal North Shore Hospital 1950


Supporting nurses and midwives during the pandemic

With unprecedented demands and correspondingly high levels of stress among staff due to the pandemic, a dedicated team quickly developed a plan to provide strategies and support.

Nursing and Midwifery’s Practice Development Consultants, Suzie Kuper and Matt Peterkin, collaborated with Dr Mim Webber and her team with the goal of supporting as many staff as possible, as quickly as possible.

“It became evident in the very early days, that there would be a need to support staff wellbeing with self-care, collective care and wellbeing strategies,” Matt Peterkin, Practice Development Consultant, said.

“Since the majority of face to face education had been suspended, we had to adjust the delivery mode for education and staff support to accommodate social distancing.”

Existing education sessions were modified so they could be delivered over Skype with the use of interactive Menti

presentation software. To provide flexibility and accessibility for staff, sessions were scheduled to occur frequently, across different days and times of the week.

The support sessions have included:

ä Staff wellbeing and compassion, as well as ways for individuals to support themselves and their colleagues during this time with topics such as: self-check in; team check-in; mindfulness; aromatherapy; breathing and reflection.

ä The Practice Development (PD) Approach, an overview of the available PD tools and how these could be used to help staff find new ways of thinking about what was going on for them during this time.

ä Appreciative Inquiry and the use of positive principles to raise awareness about how the words we choose and the conversations we have, influence not only our own headspace, but also

that of our colleagues. This in turn informs the tone, mood, and morale of our workplace.

To date, 361 nurses and midwives from across the District have attended the sessions and the series is now moving through a second round.

“We’ve received very positive feedback from staff who attended the sessions, and many people acknowledged that by simply starting the conversation and creating the space for collaborative reflection and sharing, they felt their experiences were validated and they were able to reduce feelings of stress, isolation, helplessness and information overload,” Practice Development Consultant, Suzie Kuper, said.

To find out more, contact Suzie Kuper on [email protected] or Matt Peterkin on [email protected].

A new premium, portable ultrasound unit gifted to the Maclean District Hospital is bringing benefits for patients and staff in the local area.

The Maclean District Hospital United Hospital Auxiliary (UHA) conducted extensive fundraising activities to raise the $125,000 required for the new ultrasound unit, which they donated in March.

Clarence Health Services Radiology Manager Simon Fenn said the new ultrasound unit had superior image quality

to handle the complexity of ultrasound examinations undertaken at the hospital.

“The new ultrasound unit has an ergonomic design that allows greater flexibility in the clinical workplace, as well as a tablet-like touch interface that allows for increased examination efficiency,” Mr Fenn said.

The new ultrasound provides examinations for Emergency Department patients, hospital In-patients, fracture clinic outpatients, obstetric outpatients and GP referrals five days a week.

Mr Fenn said the new unit’s digital capability had enabled an easy integration into the hospital’s electronic medical records (eMR) system.

“We are truly appreciative of the dedicated and continued effort of the Maclean UHA. Their tireless effort, enthusiasm, and unwavering commitment is inspiring.”

NEW ULTRASOUND A TIMELY GIFT

A skype support session in progress

Maclean District Hospital Senior CT Radiographer Kiera Fahey, left, and Senior Sonographer Katie

Becker with the new machine



Kate, who grew up in Goonellabah, is a very community minded 25-year-old. She is employed in two jobs, both of which provide an essential service to her local community and support people in their time of need.

Kate supports the region’s hospitals through her work as a Hospital Assistant at HealthShare NSW’s Lismore Linen Service, based in Goonellabah. Linen Services supplies clinically safe linen – sheets, blankets, towels, scrub suits, theatre linen and more - to NSW hospitals to support hospital staff and patient care.

Kate also works as a retained (on-call) Firefighter at Fire and Rescue NSW (FRNSW), responding to a variety of emergency incidents including building fires, grass and bushfires, chemical hazards, motor vehicle accidents and assist with recovery from natural disasters such as storms and floods.

Kate is actually a third-generation firefighter and her five-year-old daughter isn’t far behind wanting to join either.

“I have worked in health for 12 months now. As a single mum of two children, three and five, I needed a part-time job that was flexible, had kid friendly hours, didn’t require me to work nights, and still allowed me to continue my firefighter duties,” Kate said. The role at Linen Services allowed her to do just that.

Linen supply is one of those services people don’t think about, but it plays a really important part in the hospital.

“My favorite thing about my role is knowing that the items we launder help to keep community members comfortable and safe in their time of need,” Kate said.

Kate’s colleague at Linen Services, Patricia Behan, comments that Kate is a “very valued member of our little family” and “is very community minded, with a smile always on her face.”

In this way, there is cross over between her two jobs.

“Knowing that I can help people on the worst days on their life is what drew me to join Fire and Rescue,” Kate said.

Kate’s father has been a Firefighter for 20 years and her father’s father, Kate’s grandfather, was one also. Growing up, Kate’s house was located next to Goonellabah Fire Station, so you could say it’s in her blood. Kate has worked as a retained Firefighter in the Casino region for four years and is on call anytime of the day or night when her children are with their dad.

“The kids love that I’m a part of the Firies’. When my pager goes off at home, my son makes a siren noise and tells me it’s time to

go into the fire truck,” Kate said.

“Every time we drive past the fire station the kids check to see if the Fire engine is there. They have spent a lot of time playing in the truck over the years. My daughter is keen to give anything a go; I can see her joining herself when she’s old enough.”

Kate vividly remembers last October’s devastating Rappville bushfires that tore through half the town.

“It was a very scary fire to fight. It was fast moving and was burning on the wrong side of the railway track, there was no water mains so we had to rely on water tanks. When the power line fell down we couldn’t get over to save the houses on the other side of town, it was devastating to know that many I know personally were losing their homes.”

Through it all, Kate says that she “feels pretty safe” and confident in her crew. “If anything goes badly, I know they have my back – just like I have theirs,” Kate said.

The recent Covid-19 pandemic has meant some changes to both workplace operations, with small groups and social distancing in place on both sites.

“I’m really looking forward to be able to congregate as a larger team at both places again soon,” Kate said.

In this edition we hear from Hospital Assistant, Kate Snape, about juggling work and community responsibilities, and her role in fighting the devastating Rappville bushfires.

Kate Snape: Supporting the community

Pictured opposite, Kate Snape and her father Dean


With everyone working together we saw many community members accessing the vaccine and taking the opportunity to engage with the information around social distancing.”

“Our team members were enthusiastic to undertake a role in these clinics, which is a demonstration of our collective commitment to wanting to work together to assist our Aboriginal communities to improve their health status and access to health services.”

Influenza Immunisations for 2020 are funded under the National Immunisation Program for all Aboriginal people, pregnant women, all children from 6 months to 5 years and those with chronic conditions.

Influenza Immunisations are also free for all NSW Health Staff. If you haven’t yet had your flu needle; don’t delay to contact your GP!

Bulgarr Ngaru and Northern NSW Local Health District partnered together to reach Aboriginal community members with the flu vaccine amid the COVID-19 pandemic.

Seasonal flu vaccinations are an important public health measure to help our communities stay well during the winter. This year, the restrictions posed by the coronavirus meant it would be more difficult than usual for Aboriginal people to take advantage of the free vaccinations.

NNSWLHD’s Aboriginal Health Unit joined with the CEOs of Bulgarr Ngaru and Bullinah Aboriginal Medical Services (AMS), and North Coast Public Health Unit (NCPHU) to offer a tailor-made solution.

“We decided we could support the communities together by providing the influenza vaccines, according to social distancing guidelines, in a partnership between ourselves and the local Aboriginal Medical Services (AMS),” Marilyn Tolman, Clinical Nurse Consultant, Aboriginal Health, said.

“As well as providing vaccinations, the clinics also provided opportunities to reinforce the public health messaging

around the COVID-19 pandemic, in particular social distancing and limiting travel while addressing any community concerns and providing on the ground advice.”

The four communities identified for the Flu Immunisation clinics were Cabbage Tree Island, Jubullum Village, Muli Muli Village and Box Ridge Village.

“We worked with the Aboriginal Medical Services to identify the potential immunisation numbers for each clinic, and the Public Health Unit worked to ensure the vaccines would arrive in time for the first outreach clinic, and that there would be all the equipment required,” Marilyn said.

The team was made up of staff from the Chronic Care for Aboriginal People team, North Coast Public Health Unit’s Immunisation team, local GPs and Aboriginal Health Workers from the local AMS.

“The Immunisation Clinics were a success!

Outreach influenza clinics a success

From left, Carolyn Lloyd, Grant Tweedie, Virgina Paden, Teri Richardson and Marilyn Tolman

The Aboriginal Palliative Care Service is a newly formed service for people who identify as Aboriginal and Torres Strait Islander and have an illness that cannot be cured.

The service covers the from Grafton to Tweed Heads, and our focus is on providing care that is culturally safe. Aboriginal Palliative Care worker, Xanthe Moss said the service is for people who are extremely unwell, not going to get better, and who will enter “the dreaming”.

“Deciding to have palliative care is a big decision, so there will be many things

New Aboriginal Palliative Care Service

for patients, their families and our staff to consider,” Xanthe said.

“The Aboriginal Palliative Care service can assist patients and their family members with understanding the nature and course of the illness, assist in explaining and exploring options available for treatment, palliative care options, and symptom control.”

“We can also assist staff in understanding the cultural considerations they need to take into account when providing services to Aboriginal people through their end of life journey.”

The role focuses on the palliative patient’s

needs to develop a plan that may include staying in community or returning to country. We can also help family members, carers and community learn how to support the palliative patient.

To get in touch, please contact Xanthe Moss on 0438 494 624 or [email protected]

Xanthe Moss


mailto:[email protected]

Positive mural depicts personal journey

The Tuckeroo Sub-acute Mental Health Unit at Byron Central Hospital has some inspiring new art on the wall, painted by none other than two patients on the road to recovery.

The mural, named “The Positivity Bandit”, is a representation of the journey of living with a mental illness by local patients Eden and Shae-Lee.

“The waters are forever changing,” said Eden.

“Some days it appears calm on the outside but is raging beneath the surface, just like ourselves.

“We are forever trying to find the balance between the calm and the chaos, and are both on a journey to find ourselves in this ever evolving world.”

The two young women say they started the mural amidst the COVID-19 pandemic to gain a sense of purpose when it felt like the world was crumbling down around them.

Shae said they spent countless hours pouring love and energy into the project.

“It was quite rewarding to take some time away from reality and in a way, step outside of ourselves to complete this project,” Shae said.

“As two young women, living in today’s society, we both feel the pressures to be constantly succeeding, and striving for perfection. We want to shed light on the importance of seeking help for all forms of mental illness, we want to break the stigma and help bring light back into the world in times of darkness.”

“If our mural makes just one person smile, then it has achieved its purpose.”

Throughout this project, both women say they faced challenges every single day, regarding their own personal recovery.

“We both had days where we wanted to give in because we couldn’t decide what colour to start with or we were just to exhausted to find the inspiration; but we continued on, and through this we shed parts of our self, and gained parts too; parts that were wiser, kinder, stronger and softer,” said Eden.

“We found happiness in each stroke we painted. We discovered an incredible friendship and connection along the way.

“Not only did the mural bring us closer to each other, but it brought us closer to ourselves and our higher purpose in our journey.”

From left, Shae-Lee and Eden

CASINO BIG MORNING TEAThe Casino Physiotherapy Department hosted a Biggest Morning Tea for the staff of the Casino Health Campus on 28 May. Together they raised a total of $617.40.

“We decided to host the morning tea for the staff for several reasons,” Emma McDonald, Physiotherapy Manager, said.

“Yes, to raise money for the Cancer Council, but also to raise awareness of the Cancer Council during this challenging time of COVID-19 and also to provide the staff with a nice morning tea and a chance to win a prize in the raffle.” From left, Line Hansen, Chelsea Aston, Pamela Pavez, Donna Cowdery, Mandy Lung, Emma McDonald


medical, surgical and mental health services.

It will have expanded outpatient services with more clinics, a new interventional cardiology service and a new radiotherapy service as part of integrated cancer care.

The hospital will also support the broader Northern NSW region as a referral hospital.

Early works are expected to be completed in the coming months and will be followed by main works construction.

The new hospital remains on track to open to patients in 2023. Visit the project website for more information.

The Tweed Valley Hospital development has been a hive of activity, with recent announcements of the hospital as a NSW Government priority project, an additional $91.2 million funding, and final planning approval.

The NSW Government announced the additional investment in the Tweed Valley Hospital on 22 May 2020. The funding is on top of the $582 million already announced and will ensure staff and patients get a world-class hospital, with improved and expanded health services.

The additional funding brings the total investment in health for the Tweed-Byron region to $673.2 million and comes following extensive consultation with doctors, nurses and other health staff.

The hospital was also announced as one of the NSW Government’s priority projects to have its planning approval fast-tracked, assisting with the State’s economic recovery.

On 12 June, the final plans for the $673.2 million Tweed Valley Hospital were given the green light by the NSW Government, paving the way for the main building works to begin later this year.

New servicesOnce complete, the Tweed Valley Hospital will provide significantly improved and expanded services for the local community, including more beds, an expanded emergency department and enhanced

Hospital given the green lightTweed Valley Hospital site seen from south western end

http://www.tweedvalleyhospital.health.nsw.gov.au/


http://www.tweedvalleyhospital.health.nsw.gov.au/

Enter the Emergency Departments at Tweed Heads, Lismore, Ballina and Grafton and you will be greeted by the newest member of the ED Team, the ‘Patient Experience Officer’ (PEO).

Providing guidance and reassurance to the community is a key part of a well-functioning health system.

An $8.6 million expansion of the NSW Government’s award-winning Patient Experience Program now means four hospitals in Northern NSW Local Health District have Patient Experience Officers in their emergency departments.

The Lismore Base Hospital was part of the first NSW Health pilot project to improve the patient and carer experience in the ED, established in November 2018.

PEO Tracey Barker, has been at the forefront of the pilot program in Lismore since it began.

“People are often at their most vulnerable when they present to hospital for help,” Tracey said.

“The hospital can be an unfamiliar place and it may be difficult to know where to go and who to get help from, but Patient Experience Officers are a friendly face, providing guidance and reassurance to our patients right from the moment they come in the door.”

At Lismore Base Hospital, the patient feedback has been overwhelmingly positive, with many patients reporting they appreciate the great service in the Emergency Department.

Lismore ED Nursing Unit Manager, Ricky Brown, said that the role significantly reduces the workload of non-clinical related activity, allowing clinicians to focus on their speciality.

“The ED staff see great value in the role, both to staff as well as patients and carers,” Mr Brown said.

The PEO concierge is a non-clinical role,

and making everyone feel welcome and listened to is a key component of improving the experience for people coming to hospital.

Since the four NSW pilot sites implemented the program, there have been increases in compliments to staff, with patient and carer feedback showing a 30 per cent improvement in overall emergency department satisfaction.

As part of the program patients receive:

ä access to free Wi-Fi, mobile phone charging stations, additional power points, water and other refreshments

ä information sent to their mobile device about what to expect during their stay

ä fact sheets on their particular condition/ treatment options

ä ongoing care instructions after discharge, available in multiple languages.

A friendly face at the front door

Some of our Patient Experience Officers Top from left, Ania Ziemski (Tweed), Tracey Barker (Lismore) and Daniel Ashton (Tweed)

Bottom left, Denise Hughes (Ballina), Middle Jennifer McKay (Grafton) and Suskia Travis A/NUM GBH ED Right, Tracey Barker and Matt Wenban (Lismore)


mailto:nnswlhd-childprotection1%40health.nsw.gov.au?subject=

Five minutes with: Patricia ‘Trish’ Behan

“A lot of people don’t even know that the Linen Service exists. I was guilty of this before I started working here, and I only live five minutes away!”

Trish Behan has worked for HealthShare NSW Lismore Linen Services for 13 years. She started as a Laundry Assistant on the production floor and worked her way up into her current role of Dispatch Manager.

“I was very hesitant to move into a leadership role as I’m not a very outgoing person, but we have a great team here – so any position you hold you’re not in it alone. The supervisors are always willing to help out,” says Trish.

“My drivers and packers are awesome! They are all so dedicated and are here to do a great days work. They go above and beyond.”

Trish says one of the favourite parts of her role is going out on the truck with the delivery runs to meet her hospital contacts, putting faces to names and building strong relationships.

“Knowing we are sending out a good quality finished product and knowing that whoever goes to hospital knows they are wearing or using very clean and safe linen is very satisfying part of the job,” says Trish.

The team at Lismore Linen Service also like to have a bit of fun on site. To help raise morale, they recently partook in a TikTok challenge. Their song of choice? Bee Gees ‘Stayin’ Alive.’

The system for booking fleet vehicles is changing from 29 June 2020.

After 29 June, a new fleet booking system, Booking Intelligence, comes into effect, replacing the old SmartPool system.

After this date, all bookings will need to be made through the new system.

A new fleet booking tile is now on the Intranet, under Work Support Centre, to take you directly to the new system.

To book a fleet car:

1. Logon with your current LHD email address.

2. You will be prompted to set a new password.

3. Once you have entered the new system, you will be required to complete a number of simple fields (cost centre, phone number etc).

4. Once you have completed these, you are ready to book a vehicle.

If you have any queries or difficulties in setting yourself up to book vehicles, please contact your relevant site Fleet Manager.

You can also find a User Guide on the Intranet:

BOOKING A FLEET CAR? TAKE NOTE!

Top, Dispatch Manager Trish Behan.

Inset, Stayin’ Alive TikTok challenge

https://intranet.nnswlhd.health.nsw.gov.au/new-fleet-booking-system/


https://intranet.nnswlhd.health.nsw.gov.au/new-fleet-booking-system/

Formerly a baker, pastry cook and owner of several hospitality businesses, Kevin Mills took his love of working with people into the health sphere, starting with a Certificate III in Individual Support (Aging), followed by a Diploma of Nursing.

Kevin recently started working as a wards person and hospital assistant at Lismore Base Hospital.

“I left school at 14 and went straight into work, and I really didn’t think I was academically able to do something like this,” Kevin said.

At 48, Kevin is relishing his new career in health, dealing with people, looking after patients and constantly learning.

“Being in a care role is very rewarding; you get to see sick people go home better and hear other people’s stories. People

Learning and caring, the keys for Kevin

entrust you with their health and that is very empowering,” he said.

As part of his training, Kevin did work placements at St Vincent’s Private Hospital in Lismore, as well various units within Lismore, Ballina and Byron hospitals.

He’s now a fully registered Enrolled Nurse, and looking forward to putting his skills into practice on the ward, after the excellent introduction that being a wardie has given him.

“As a wardsman I’m learning so much, I see all the little nooks and crannies, and how the processes work, and the do’s and don’ts of working in the system.”

“Depending on the job I get, I’d be sad to leave the wardie team. They are a great bunch. My manager John is great, he’s always there to help you out.”

Kevin said the collaboration and teamwork are some of the things he enjoys most about working in the hospital.

“My colleagues are there to guide and show you the right way, sharing their knowledge. They’re very understanding when you’re new and you’re learning. I think that’s the best part about the hospital, if you look lost they ask if you’re ok, they’re all willing to help.”

“People are always collaborating with you,

they’re willing to spend time with you, and they talk to you at your level, whether it’s the NUM or another wardsperson.”

Now that he’s started on this path, Kevin is not easing up just yet, having enrolled to continue his study and become a Registered Nurse.

“Even though I’m an older person, I don’t think that should ever stop you. There’s so much out there, and I’ll never know everything.”

Kevin Mills

Domestic and Family Violence HealthPathwayThe number of domestic violence victims seeking help rose by 10 per cent during COVID-19 lockdown, according to the NSW government’s Safer Pathways program.

Mid and North Coast HealthPathways have recently updated the domestic and family violence suite of HealthPathways. Each pathway provides best practice guidance on how to assess, manage and refer your patients to local services in a timely manner.

Listed below are the current relevant HealthPathways available to assist you in the management and care of your patient:

ä Assault or Abuse HealthPathways ä Physical Assault ä Child or Young Person at Risk ä Sexual Assault or Abuse ä Assault or Abuse Intervention Referrals

For further information about HealthPathways email [email protected] or [email protected]

ä Username: manchealth ä Password: conn3ct3d

https://manc.healthpathways.org.au

Stock image


https://manc.healthpathways.org.au

In a health system where patients regularly move between hospital-based care and GP or primary care, it’s crucial that care providers can communicate well with each other.

A pilot program in Northern NSW Local Health District (NNSWLHD) is ensuring the contact details of healthcare providers remain up to date, to help improve the rate at which patients’ medical documents and information is successfully delivered to their General Practitioner.

The project is being led by the Australian Digital Health Agency, which has built the Service Registration Assistant (SRA).

The SRA is a one-stop-shop for providers (like a GP practice) to update a number of other healthcare services (such as the NNSWLHD) about changes to their practice information or practitioners at their practice.

Healthcare organisations can update their details in the SRA once, and this will automatically send the new details to all organisations they have authorised to receive their information. It avoids the need for an organisation to update their information in multiple places and eliminates the need for participating providers to manually keep their directories up to date.

For example, it saves the National Health Services Directory from having to manually call GP practices every 6 months to update

their directory. And it dramatically improves the accuracy of the information the LHD stores about GPs in Northern NSW.

Initial results from a trial of the SRA in NNSWLHD have shown significant improvements in communications between healthcare providers.

To date, of the 269 practitioners (from 44 practices) participating in the trial which NNSWLHD is receiving information about, 268 (99%) had to change or update their details during the trial period.

The LHD has updated 1441 data points in Cerner PAS as a result of the project.

Importantly, practices who were not receiving Discharge Summaries due to incorrect information are now receiving them.

Pilot program puts patient information in the right place, every time

“Having the most up-to-date contact information is essential to ensuring hospital discharge summaries get to the right person as quickly as possible,” NNSWLHD Chief Executive, Wayne Jones, said.

“We’re always looking at ways to improve the experience of patients in our care, and this system will help support the safe transfer of care of our patients from hospital to their GP.”

Discharge summaries and other healthcare documents are transmitted using special-purpose secure messaging services. Unlike regular email, the messages are encrypted to ensure the confidentiality of the message and must be sent to a special ‘secure message’ address.

The trial is a partnership between the Agency, the NNSWLHD and the North Coast Primary Health Network (NCPHN).

Project Lead Tim Marsh and PAS Data Officer Lincoln Nettleton


https://ourkids.org.au/

With the usual Our Kids fundraising events postponed due to COVID-19, it has been much more difficult for the charity to continue its support for local hospitals.

Now, thanks to the Seaton Foundation, a generous donation of $40,000 has helped to purchase one new wireless CTG machine for the Women’s Care Unit at Lismore Base Hospital.

The wireless CTG machine helps the medical team monitor the vital signs of mother and baby during labour. Being wireless, the machine can be used during a water birth and also allow women to be mobile during labour.

“This is an incredible donation, Our Kids would like to thank the directors of the Seaton Foundation for their generous support which will be so beneficial for many families in our region,” Rebekka Battista, Fundraising Coordinator said.

Belinda Seaton of the Seaton Foundation, said the organisation is a strong

ambassador for groups that aim to improve and benefit the community.

“We are proud to be supporting Our Kids to assist in changing the lives of people living in our Northern Rivers community,” Belinda said.

Our Kids founder and local paediatrician, Dr Chris Ingall, said it was a real blessing to have these machines in Lismore.

“As a paediatrician, I welcome the generosity of the Seaton Foundation in helping to purchase a new wireless CTG

machine for labour ward,” Dr Ingall said.

“It means mothers can be free to move around the birth suite room, in or out of the water as they please, to make their birthing experience both more effective and less painful.

“For the baby, it means we have eyes on just how it is handling labour and we can pick up the early signs of distress, making it a much safer experience.

“I thank the Seaton Foundation Board for choosing to support Our Kids at this moment. It certainly helps to keep our babies local and safe.”

A wireless hand thanks to local generosity

Our Kids board members with Seaton Foundation members and Lismore Base Hospital staff

From the end of the 2019-20 financial year, payment summaries will be available through myGov, not Stafflink.

With NSW Health moving to Single Touch Payroll as required by the Australian Taxation Office (ATO), staff will need to access their payment summaries via the myGov website.

Unlike previous years, staff won’t be issued with a payment summary, and won’t be able to access payment summaries in StaffLink.

Single Touch Payroll does not change the way you are paid, only the way tax and superannuation information are reported to the ATO. Each time you are paid, your year-

to-date (YTD) salary and wage information, pay as you go (PAYG) withholding and superannuation information will be updated in ATO online services.

To get your payment summary, you will need to create a myGov account if you don’t already have one.

In myGov, the payment summary is called an ‘income statement’. If you use a tax agent, your agent will also have access to this information.

A myGov account is a secure way to access government services online with one login and one password.

PAYMENT SUMMARIES IN MYGOV


https://my.gov.au

Documents

SHINING A LIGHT - Northern NSW Local Health District...great patient care. Cleaners don’t often get the recognition they deserve, but they are the unsung heroes of our hospitals!”