CALENDAR 2020 - HEALTHY COMMUNITY. BEST CARE. QUALITY ACCOUNT 2018 / 19 - Kyabram District Health Services
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CALENDAR 2020 HEALTHY COMMUNITY. BEST CARE. QUALITY ACCOUNT 2018 / 19
External Reviews: Our Accreditation Process
All public health services are required to meet various healthcare standards and accreditation
processes related to the services that they provide.
KDHS participates in regular accreditation surveys to ensure we are meeting the required criteria.
KDHS is fully accredited against the following:
Accreditation Framework Status Details
National Safety and Fully accredited in May 2017 Applies to Hospital and
Quality Healthcare Standards for a 3 year period. Community Health Services
Commonwealth Fully Accredited June 2019 till August Applies to Sheridan Aged Care
Aged Care Accreditation 2022. Next full survey March 2022
Community Common Fully accredited August 2017. Applies to Commonwealth Home
Care Standards Next survey will be in July 2020 Support Program Community Home
Although this will next be under Care Program, District Nursing &
the Aged Care Quality Standards Social Support Program
Victorian Early Childhood Fully accredited in May 2018. Next Applies to the ENRICH Wellbeing –
Intervention Standards Survey will be under the National Early Childhood Intervention Service
Disability Insurance Scheme (NDIS)
Practice Standards
Health Service Standards Fully accredited in September 2018. Social Support Program
Next survey will be under the National
Disability Insurance Scheme (NDIS)
Practice Standards
OUR CARE AT A GL ANCE
Kyabram District Health Service (KDHS) provides
a comprehensive range of acute, sub-acute,
residential aged care and allied & primary
health care services. KDHS has been providing
services to the community since 1933. Message from Message from
For the 2018/2019 Quality Account, we are pleased to present you the Interim CEO the Board Chair
a colourful and informative calendar format. On behalf of the Board and the staff at Quality in health care at KDHS
Kyabram District Health Service, we are means the right care, at the right
proud to present the 2018/19 Kyabram time leading to the best outcome.
4,688 1,069 District Health Service Quality Account.
Our vision Healthy Community Best
Patients Admitted to hospital Operations Performed Our vision Healthy Community Best Care, drives what we do, we hope
Care, drives what we do and we hope that as you read the report you will
that as you read the report you will see see it. The Board and staff of KDHS are
4,418 7,745 it evidenced in our performance and
the improvements in quality and safety
committed to striving towards this
goal and continue to work closely with
Urgent Care Presentations Primary Health Visits made over the last twelve months. our community to ensure continuing
high quality care delivery in our region.
The Quality Account also provides
393 1,634 us with an opportunity to share
with you some of the activities we
Yours sincerely,
Cancer Treatments Renal Dialysis Treatments are planning to further enhance the
quality of services we provide.
276 93% Engagement with the community
and the people who use our service
Nicole Ryan
Board Chair
District Nursing Clients Average Occupancy for is important to us. If you have any
Sheridan Aged Care feedback or ideas for improvement
we would love to hear from you.
7,031 79,963 Yours sincerely,
hours of Volunteering provided
Meals Prepared
329 David Edwards
Staff Employed
Interim Chief Executive Officer
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 1
QUALITY ACCOUNT 2018 / 19
2
Improving Patient
Experience
Patient Experience is measured
through many ways. One of
these is the Victorian Healthcare
Experience Survey (VHES).
VHES provides us with feedback
regarding patient experience during
their stay in hospital. Performance is
compared with other hospitals across
the state and targets are set each year.
From VHES data and patient surveys
improvements have been made to
discharge arrangements such as
embedding a multidisciplinary ward
round, providing a comprehensive
discharge form and utilising a
discharge medication form.
JANUARY 2020
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY
29 30 31 1 2 3 4
New
Year’s Day
5 6 7 8 9 10 11
12 13 14 15 16 17 18 POSITIVE PATIENT
EXPERIENCE RESPONSES
KDHS State
Target
Results Average
95.00%
98.33% 92.67%
19 20 21 22 23 24 25
POSITIVE RESPONSES TO
DISCHARGE CARE
26 27 28 29 30 31 1 KDHS State
Target
Results Average
75.00%
89.00% 75.57%
Australia Day
Australia Day Public Holiday
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 3
QUALITY ACCOUNT 2018 / 19
4
Working with Community
to Improve Services
Annually a Victorian Health Experience
Survey (VHES) is conducted throughout
the Primary Health department,
for clients accessing services.
The Community Health VHES is handed
to clients, unlike the inpatient VHES
which is mailed out after discharge.
In 2018 the response rate to the
Community Health VHES declined,
therefore due to the small response
rate there can be a margin of
error in interpreting the results.
FEBRUARY 2020
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY
Actions taken in Primary
26 27 28 29 30 31 1
Health to improve the
Overall question set in
the VHES results.
Improve the community awareness
2 3 4 5 6 7 8 of our feedback process
Information has been displayed
in the Primary Health area.
Education provided to our
Primary Health Staff.
9 10 11 12 13 14 15
Improve community awareness
of the services provided
Greater communication to
the community about services
provided and how to access.
16 17 18 19 20 21 22 List of services provided by Primary
Health Team available on our website.
Primary Health Promotions
Team has increased activity
on our Facebook page.
23 24 25 26 27 28 29
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 5
QUALITY ACCOUNT 2018 / 19
6
Improving access
The Community Health VHES survey
is an important tool that has enabled
KDHS to identify areas where we can
improve our services for the community.
A priority area to address from the
VHES survey is Access to the Health
Service. KDHS has worked on the
following action to improve access.
Improve Car Park Access:
By ensuring car parking at the
front of the health service is
available for patients, clients and
visitors and ensuring that staff
utilise areas further away from
the health service or by using the
designated staff parking areas.
Increase Service Awareness:
By promotion of the Community
Health services within KDHS has also
been identified as a target area which
is being focused on through social
media and other platforms.
MARCH 2020
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY
1 2 3 4 5 6 7
8 9 10 11 12 13 14
Environment
Labour Day and Facilities
Another area addressed in the VHES
15 16 17 18 19 20 21 survey is a set of question about
Environment and Facilities. These questions
resulted in 100% positive results.
The question “Were you given enough
privacy at reception?” resulted in
83% of responses of yes “Always”
22 23 24 25 26 27 28
and 17% of yes “Sometimes”.
KDHS identified that there is an issue
with privacy at the main front reception
and have addressed this issue by
Using the blue waiting area
29 30 31 1 2 3 4 sub-reception
Provide education to staff on the
suitability and timing of discussions
about personal details with
consumers in public places.
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 7
QUALITY ACCOUNT 2018 / 19
8
Planning Your Care
KDHS uses the Community Health
VHES to identify areas where
services can be improved.
Actions identified from results have
seen improvements made to goal
setting and care planning to ensure
all relevant people are included in
goal setting process and copy of goals
and care plan are provided to clients.
Ongoing auditing has identified and
overall improvement in this area.
APRIL 2020
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY
29 30 31 1 2 3 4
5 6 7 8 9 10 11
Good Friday
12 13 14 15 16 17 18 Community Consultation
KDHS has partnered with the Cancer
Easter Easter
Council of Victoria to better meet the
Sunday Monday information needs of people effected
by cancer in regional Victoria.
19 20 21 22 23 24 25 A Cancer Information and resource
hub has been set up adjacent to
the Cancer Service Department.
This area is called the Cancer
ANZAC Day
Wellness Hub and has been set up
in consultation with service providers
26 27 28 29 30 1 2 and the extended community. It
is being supported by one of the
KDHS fantastic volunteers who is
coordinating the resources and can
provide support for information access.
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 9
QUALITY ACCOUNT 2018 / 19
10
Influenza Immunisation:
Targets Achieved.
In 2018-2019 KDHS exceeded the
Department of Health and Human
Service’s target for the healthcare
worker influenza vaccination program.
To achieve target the number of free
immunisation clinics were increased,
mobile vaccination services provided,
promotional flyers displayed and
targeted education sessions were
provided across the service.
KDHS Results Target
83.00% 80.00%
MAY 2020
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY
31 27 28 29 30 1 2
3 4 5 6 7 8 9
Working to reduce the
spread of infection
10 11 12 13 14 15 16
Our Environmental team has continued
an audit regime known as Gel
International
Testing in high risk areas of KDHS.
Mother’s Day Nurses Day
The implementation of this audit
regime has allowed us to achieve
17 18 19 20 21 22 23 above the target of 95% in this area.
This audit has enabled education
for environmental staff and provides
visible feedback to staff on the
thoroughness of cleaning conducted.
24 25 26 27 28 29 30
Protect yourself, your family
and our patients. It’s time to think
National about getting your flu vaccination.
Sorry Day
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 11
QUALITY ACCOUNT 2018 / 19
12
Working Together
KDHS is committed to supporting
consumer engagement. We
acknowledge that consumers play
an essential role in continuous
improvement across the service.
The strong commitment to engaging
with consumers and community
to guide the development,
implementation and improvement
of the service is shown through
implementation of the Partnering
in Health Care Framework.
The chosen domains of working
together and shared decision making
along with current and new initiatives
aim to improve consumer experience
and outcomes.
JUNE 2020
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY
31 1 2 3 4 5 6
7 8 9 10 11 12 13
Queen’s
Birthday
14 15 16 17 18 19 20
We encourage the
community to become
involved at KDHS by:
Providing feedback (formal or informal)
21 22 23 24 25 26 27 Participate as a consumer.
Becoming a volunteer.
Providing us with your feedback of
your experience/journey with KDHS.
Are you interested in being part
28 29 30 1 2 3 4 of our consumer team, becoming
a volunteer or having input
into our Health Service?
Phone: 03 5857 0300
Email: info@kyhealth.org.au
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 13
QUALITY ACCOUNT 2018 / 19
14
Sheridan Aged Care Service
To ensure accountability our Residential Aged Care service – Sheridan must report on their
performance against the five public sector residential aged care quality indicators.
PRESSURE INJURIES STAGE 1 PHYSICAL RESTRAINT
1.00 2.00
Number of pressure injuries
restraint devices per 1000 days
intent to restrain and the use of
Number of incidences with
0.80
(per 1000 per days)
1.50
0.60
0.40 1.00
0.20
0.00 0.50
JUL–SEP OCT–DEC JAN–MAR APR–JUN JUL–SEP OCT–DEC JAN–MAR APR–JUN
0.00
2O17 2O17 2O18 2O18 2O18 2O18 2O19 2O19
JUL–SEP OCT–DEC JAN–MAR APR–JUN JUL–SEP OCT–DEC JAN–MAR APR–JUN
2O17 2O17 2O18 2O18 2O18 2O18 2O19 2O19
KDHS STAGE 1 PRESSURE STATEWIDE CARE RATES STAGE 1
KDHS STAGE 2 PRESSURE STATEWIDE CARE RATES STAGE 2
SHERIDAN (A) INTENT STATEWIDE HIGH CARE RATES
SHERIDAN (B) DEVICES STATEWIDE HIGH CARE RATES
Stage 1 Pressure injury rates within the service across the reported
time period continue to be less than the high care rates across Physical Restraint within the service is measured in two ways –
all public sector residential aged care services. Stage 3, 4 and Intention to restrain (Restraint A) and use of restraint devices
presumed deep tissue pressure injuries are not displayed due to for any reason (Restraint B) – the service does record the use of
Sheridan Aged Care not having any incidences on these injuries orientation rails i.e. rails up to assist in independent repositioning
within the service over the 2017 to 2019-time period. for residents while in bed and comfort in the data collection.
USE OF NINE OR MORE MEDICATIONS FALLS & FRACTURES
6.00 15.00
medicines per 1000 days
Number of incidences
Residents using 9+
4.00 10.00
per 1000 days
2.00 5.00
0.00
0.00 JUL–SEP OCT–DEC JAN–MAR APR–JUN JUL–SEP OCT–DEC JAN–MAR APR–JUN
JUL–SEP OCT–DEC JAN–MAR APR–JUN JUL–SEP OCT–DEC JAN–MAR APR–JUN 2O17 2O17 2O18 2O18 2O18 2O18 2O19 2O19
2O17 2O17 2O18 2O18 2O18 2O18 2O19 2O19
KDHS FALLS STATEWIDE HIGH CARE RATES FALLS
KDHS STATEWIDE HIGH CARE RATES
KDHS FRACTURES STATEWIDE HIGH CARE RATES FRACTURES
A medication review is being undertaken across the service in a
multidisciplinary team approach inclusive of geriatric specialists.
UNPL ANNED WEIGHT LOSS
3.00
Consecutive weight loss
2.00
per 1000 days
1.00
0.00
JUL–SEP OCT–DEC JAN–MAR APR–JUN JUL–SEP OCT–DEC JAN–MAR APR–JUN
2O17 2O17 2O18 2O18 2O18 2O18 2O19 2O19
KDHS STATEWIDE HIGH CARE RATES
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 15
QUALITY ACCOUNT 2018 / 19
16
Improving our Health
Service Experience
for our Community
KDHS continues to improve the
service experience of our Aboriginal
and Torres Strait Islander Community
Members by providing the following:
Advocacy between community
and health services to coordinate
appointments.
Emotional support.
Transportation for community
members to attend community
health/medical appointments.
Cultural education for staff.
Assist community with arrangements
for hospital admission or discharge.
WHAT IS NAIDOC? Helps link patients to appropriate
Local community celebrations are held across Australia for one community support programs,
week in July to celebrate the history, culture and achievements of agencies, services and events.
Aboriginal and Torres Strait Islander people. NAIDOC originally stood
for National Aborigines and Islanders Day Observance Committee
and its acronym has since become the name of the week itself.
JULY 2020
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY
28 29 30 1 2 3 4
5 6 7 8 9 10 11
12 13 14 15 16 17 18 Simone Guinan
Aboriginal Health Liaison Officer
Contact Number: 0466 466 303
WHAT IS AN ABORIGINAL
HEALTH LIAISON OFFICER?
19 20 21 22 23 24 25 An Aboriginal Health Liaison Officer
(AHLO) is here to provide emotional, social
and cultural support to Aboriginal and
Torres Strait Islander patients and their
families and also to provide information
and support to staff to help them provide
26 27 28 29 30 31 1 a culturally sensitive health service.
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 17
QUALITY ACCOUNT 2018 / 1918
Encouraging our patients,
carers and consumers to
“Talk with us”
Clinical escalation processes are
used across the service. Education
is provided to patients and families
on admission on speaking up and
“talking with us”. This information
is also displayed in rooms and
on patient journey boards.
Track and trigger observation charts
with colour coded areas, along
with clinical expertise are used to
identify abnormal parameters or
changes in a patient’s condition.
These tools enable a response
and initiate a clinical review and
increased management as required.
CASE REVIEW
■ Family sitting with patient and became concerned that their family member was
experiencing new pain in the chest and started to appear unwell to them.
■ Called the number on the patient journey board and spoke to the Nurse In Charge.
■ The nurse assessed the patient, then escalated care by speaking with the doctor,
administered pain relief and commenced investigations into the cause of the chest pain.
AUGUST 2020
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY
Keeping Everyone Safe
30 31 28 29 30 31 1 Incidents are classified using Incident
Severity Rating (ISR) 1 through to 4.
ISR 1 or 2 incidents have investigation
processes in place and are reported
through to the board of directors on
the Clinical Governance Dashboard
and Clinical Governance Committee.
2 3 4 5 6 7 8
ISR 1 incidents are reported to
Safer Care Victoria as a sentinel
event and a Root Cause analysis
(RCA) is conducted to investigate
and identify improvements. An in-
depth investigation is conducted
9 10 11 12 13 14 15 in response to ISR 2 incidents.
In 2018-19 the number of adverse
events that resulted in severe
or moderate harm to patients
was 0.9% of the total number
of incidents occurred across the
16 17 18 19 20 21 22 service. In 2018/2019 KDHS
reported 1 sentinel event (0.1% of
all incidents) and 8 ISR2 incidents.
Outcomes/learnings from
these events were:
23 24 25 26 27 28 29 Improved multidisciplinary
approach
Improved documentation
Improved escalation of
clinical deterioration
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 19
QUALITY ACCOUNT 2018 / 1920
Improving Patient Safety
KDHS measures patient safety through
several mechanisms. One of these, is
the People Matters Survey which is
a public sector staff opinion survey
run by the Victorian Public Sector
Commission and this provides us with
helpful feedback. Our performance is
compared to other hospitals across the
state. In terms of the Safety Culture
Questions, KDHS continues to be a leader
against other health services and have
exceeded our benchmark of 80%.
KDHS
Target
Results
80.00%
94.00%
Our figures represent the percentage
of respondents “agreeing” or
“strongly agreeing” with the eight
safety culture survey questions.
SEPTEMBER 2020
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY
30 31 1 2 3 4 5
Looking after our
Staff is important to us
6 7 8 9 10 11 12 KDHS celebrated its inaugural
R U OK Day across the organisation
conducted by our experienced
Social Worker Team.
Father’s Day R U OK Day
Promotional merchandise was
distributed across the organisation
13 14 15 16 17 18 19 including a large banner, poster
displays, promotion on KDHS
Facebook page, some staff wore
yellow t-shirts and R U OK YouTube
clips were played on public TV’s.
All merchandise promoted the
20 21 22 23 24 25 26 4 steps to encourage staff and
community members to ask friends,
family and colleagues if they are ok
and how they can offer support.
An all staff morning tea was held
and a talk was provided, expanding
27 28 29 30 1 2 3 on the 4 conversation steps.
A conversation could
change a life. R U OK?
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 21
QUALITY ACCOUNT 2018 / 1922
Prevention and
Control of Healthcare
Associated infections
(Staphylococcus Aureus
bacteraemia rate)
KDHS infection control surveillance
monitors any incidences of
hospital associated Staphylococcus
aureus bacteraemia.
In 2018-19 there were no hospital
associated Staphylococcus aureus
bacteraemia identified.
A hospital associated infection is:
an infection that occurs 48 hours
after admission.
KDHS maintains an active
infection prevention and control
program to prevent hospital
associated infections. Including
hand hygiene program
including education
aseptic technique education
clinical practice guidelines
(invasive devices)
OCTOBER 2020
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY
27 28 29 30 1 2 3
To help reduce the spread of hospital
4 5 6 7 8 9 10
infections, all staff, patients, carers
and consumers are reminded of
proper hand wash technique:
1. Wet your hands with clean,
running water (warm or cold), turn
11 12 13 14 15 16 17 off the tap, and apply soap.
2. Lather your hands by rubbing
them together with the soap...
3. Scrub your hands for at
least 20 seconds...
18 19 20 21 22 23 24 4. Rinse your hands well under
clean, running water.
5. Dry your hands using a clean
towel or air dry them.
HELP STOP THE SPREAD
25 26 27 28 29 30 31 OF INFECTION
Please sanitise/wash your hands
when entering and exiting our
health service and patient rooms.
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 23
QUALITY ACCOUNT 2018 / 1924
Interpreting Services:
Breaking Down
the Barriers
KDHS aim to screen all patients
and clients to identify if an
interpreter is needed.
The main area of the service that
we have seen utilise interpreter
services in the past 12 month
either through telephone or face to
face has been the Primary Health
Department. Which have used 9
instances of interpreter services.
NOVEMBER 2020
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY
1 2 3 4 5 6 7
Melbourne
Cup
8 9 10 11 12 13 14
Remembrance
Day
15 16 17 18 19 20 21 INVESTING IN OUR COMMUNIT Y:
INCLUSION AND DIVERSIT Y
KDHS has developed a disability action
plan, with is currently in draft format
awaiting board endorsement. The plan is
for a three-year period and focuses on
22 23 24 25 26 27 28
access, communication and exploration of
employment opportunities.
KDHS looks forward to bringing this action
plan to fruition with community members
through consultation, forums and targeted
29 30 1 2 3 4 5 working parties. Once approved by the
board this action plan will be The Disability
Action Plan has been incorporated into
the Community and Cultural Governance
committee as standing agenda item.
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 25
QUALITY ACCOUNT 2018 / 1926
Your Feedback
is Important to Us
Feedback is a powerful tool that
enables us to know how our patients
and our community perceive our
performance and provides us with
the opportunity to improve our
services to ensure that we provide
best care and services to our
patients and our community.
There are many different ways our
patients and consumers can provide
feedback, whether it be a complaint,
compliment or suggestion.
In 2018/2019 KDHS received a total
of 148 formal feedback responses.
88 Compliments 60 Complaints
DECEMBER 2020
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY IMPROVEMENTS MADE
FROM FEEDBACK
29 30 1 2 3 4 5 Including Doctors name on
International the referral acknowledgement
Day of People letter so clients are aware who
with a referred them to the service.
Disability
Increased temperature checks
on food when leaving kitchen
6 7 8 9 10 11 12 for Social Support Program.
Feedback Process
Feedback can be lodged in a
13 14 15 16 17 18 19 number of ways (see back cover).
Complaints are acknowledged
promptly and the complainant
is advised on how his/her
complaint will be managed.
20 21 22 23 24 25 26 If the complainant is not satisfied,
we provide information about
other options on how the
complaint can be reviewed
Christmas Day Boxing Day
or lodged.
Complaints and actions to
27 28 29 30 1 2 3
address complaints are reported
to our Clinical Quality & Safety
New
Committee and our Clinical
Year’s Day Governance Committee.
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 27
QUALITY ACCOUNT 2018 / 1928
KDHS District Nurses – Provide services to the community, assisting people to stay at home whilst still receiving nursing care.
NOTES
Would you
like to invest in
the future of KDHS?
Your donations and bequests help us to
achieve our vision, enhance the quality
of life of our residents and contribute
to the well-being of our community.
Donations of $2 and over are tax
deductible and are a wonderful way
to invest in your local health service.
HOW TO MAKE A DONATION
■ Call us on 03 5857 0200
■ Directly at our main site
86–96 Fenaughty Street, Kyabram
■ Cheque sent to:
CEO
Kyabram District Health Service
PO Box 564
Kyabram, Vic, 3619
■ Cheques can be made payable to
Kyabram District Health Service
KYABRAM DISTRICT HEALTH SERVICE
HEALTHY COMMUNITY. BEST CARE. 29
QUALITY ACCOUNT 2018 / 19K YA B R A M H E A LT H S TA N H O P E H E A LT H T O N G A L A H E A LT H
86-96 Fenaughty Street 35 Birdwood Avenue 37 Mangan Street
Kyabram VIC 3620 Stanhope VIC 3623 Tongala VIC 3621
Phone: (03) 5857 0200 Phone: (03) 5857 0451 Phone: (03) 5857 0245
Email: info@kyhealth.org.au Email: chealth@kyhealth.org.au Email: chtongala@kyhealth.org.au
How can you provide us with feedback? How we manage complaints:
Complaint resolution at first point of contact:
Face to face: ■ Consumers are encouraged to raise complaints or concerns with the staff involved at the time
Send an email: the issue arises. This provides the best chance for concerns to be addressed quickly, and
Interviews
info@kyhealth.org.au prevent any ongoing problems.
and surveys
If unresolved:
Investigation of complaint by Manager
■ The Manager of the area investigates the problem, makes contact with the consumer and
Feedback Complete our online
works with consumer and staff to resolve the issue in a timely manner.
form: Available feedback form:
throughout KDHS www.kyhealth.org.au If unresolved:
Investigation by Senior Manager in Division
■ When an issue cannot be resolved by the Manager, or when the issue is particularly complex
Feedback via for some other reason, we begin an investigation and collect and review all the information.
Happy or Not Phone: We ensure that the right people are involved with the consumer in addressing a complaint
Stations: Available +61 (03) 5857 0200 with the aim of resolving and preventing future problems.
throughout KDHS
If Consumer is not satisfied with our response or needs further assistance:
■ If you are not satisfied with our response, or need further assistance and advice you may contact:
■ Disability Service Commissioner: 1800 677 342
Via social media: ■ Health Complaints Commissioner: 1300 582 113
Write to us:
facebook.com/ ■ Office of the Public Advocate: (03) 9603 9500
PO Box 564
kyabramdistrict ■ Victorian Equal Opportunity: 1300 891 848
Kyabram VIC 3719 ■ Aged Care Complaints Scheme: 1800 550 552
healthservice ■ Residential Care Rights: 1800 550 552
■ Older Persons Advocacy Network: 1800 700 600You can also read
