QUALITY ACCOUNT 2017-2018 - Peter MacCallum Cancer Centre
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QUALITY ACCOUNT 2017–2018
OUR VISION OUR VALUES
To provide the best in cancer Our work is guided everyday by
our values of excellence, innovation
care, accelerating discovery,
and compassion.
translating to cures.
We strive for excellence, ensuring
that clinical practice is evidence-
based and patient-centred
and is provided by qualified
and experienced staff who are
accountable and appropriately
credentialed.
We strive to ensure that innovation
is fostered by supporting research
and a learning culture.
We adhere to the strongest ethical
standards to ensure a culture of
openness, mutual respect and trust.
Compassion is at our core.ABOUT US
160,000+ 300,000 600
specialist clinic cancer research articles published
appointments treatments in prestigious journals
$80M 225 41
research active clinical research
budget trials laboratories
$380M 600 5
hospital research sites across
budget employees Victoria
World’s Best Cancer Care Quality Account 2017-18 3.WELCOME FROM
OUR INTERIM
CHIEF EXECUTIVE.
I’m very pleased to present you with as we fine tune the ways we deliver
the Peter Mac Quality Account for care, enhance our systems and
2017-2018. processes, and implement new
technology. On page seven we
We produce this document each
profile Graham Comber, a telehealth
year as a report to our community,
patient who has been able to travel
proudly demonstrating the quality of
around Australia with his wife
our care and the ways we improve
Jenny, checking in via his iPad for
our service in response to your
appointments. And on page eight,
feedback.
we report on the Virtual Reality
Peter Mac is one of the world’s technology we use to help kids deal
leading cancer research, education with radiotherapy.
and treatment centres and is
Understanding that cancer doesn’t
Australia’s only public hospital solely
discriminate, we work with
dedicated to treating people affected
individuals and communities who
by cancer.
may be particularly vulnerable.
But not only is clinical excellence Further in this document, we
our objective, the way we deliver our outline our focus on LGBTI people,
services through a culture of deep describe our staff training around
personal care and connection puts family violence and announce the
the physical, emotional and social formalisation of a very important
needs of patients front and centre. relationship with Victoria’s peak
body for the health and wellbeing
In this document, we cover some of of Aboriginals, VACCHO (Victorian
the ways we do this. As an example, Aboriginal Community Controlled
the accessibility audit we conducted Health Organisation).
with visitors, staff and patients
who have physical and/or sensory Because we are always exploring
disabilities has introduced physical models of care that accommodate
accessibility aids to help people get patient preferences, we have
around the hospital more easily. And, introduced a nurse-led survivorship
a recent survey of palliative care breast cancer clinic to help guide
inpatients and outpatients will now patients after their treatment with
help us improve their engagement in us has finished, and have recently
very personal ways. started a program where selected
patients are able to give themselves
We don’t rest on our laurels. We drive subcutaneous immunoglobulin
continuous quality improvement, at home.
1.We want our patients to be able
to participate in their care and
treatment as they choose. We are
always trying to help improve health
literacy for patients, carers and the
community, so they come to rely on
us as a reputable and trusted source
of information. As examples, new
information hubs in our treatment
wards 2C and 2D are helping us to
connect with patients and empower
them with the information they need
about their cancer.
Each one of these initiatives has
been researched, planned and
carefully considered to not only
improve what we do but how we
do it.
I hope you enjoy reading this
Quality Account.
Nicole Tweddle
Interim Chief Executive
World’s Best Cancer Care Quality Account 2017-18 2.BREAST CANCER
SURVIVORSHIP
PLANS.
As breast cancer becomes more common and survival rates
improve, more and more people with the disease are living
longer after apparently successful cancer treatment. Most are
perfectly well, but many face various physical and psychological
consequences of the disease and its treatment.
Improving cancer outcomes is Patients who have had early stage
fantastic news for the entire breast cancer or the condition known
population. Our role and obligation as DCIS (an acronym for ductal
to the community and our patients is carcinoma in situ which is a pre-
to provide care for our breast cancer cancerous condition) and are 6-12
patients after they complete their months post diagnosis following
intensive hospital-based treatments. completion of active treatment are
offered Survivorship Care Planning.
A breast cancer clinic for survivors,
being led by our magnificent breast
care nurses, is now offering patients
specific Survivorship Care Planning,
designed to identify and address any
unmet needs, and also develop a
long-term care plan.
3.PLANNING FOR THE FUTURE
In preparation for an extended and then led the grant application
consultation with a breast care that allowed a version of the
nurse, each patient completes a program to be offered to Peter Mac
suite of questionnaires. During patients.
the consultation, the patient’s
He explains that the program works
pathology and treatment is reviewed,
simply and effectively.
the results of the questionnaires
are discussed and a summary is
generated that includes a health “Most people who have had
and wellbeing plan with a follow-up
schedule. breast cancer recover extremely
Women are then encouraged to well, but many are left with
have an extended consultation with the effects of the disease and
their General Practitioner (GP) to
review the Survivorship Care Plan treatment,” Bruce says.
and incorporate it into their on-going
care. General Practitioners have a
“Patients have a range of things they
vital role to play in breast cancer
may want to discuss – menopause,
survivorship, and therefore follow-up
sexual health, mental health,
care that is shared between hospital
the physical effects of having
and GP is ideal.
gone through cancer and fear of
Professor Bruce Mann is Director recurrence.”
of the Breast Tumour Stream at
“Having the opportunity for a
Peter Mac, as well as at The Royal
prolonged consultation with a breast
Melbourne and Royal Women’s
care nurse at the end of treatment
Hospitals.
means that we can be sure we are
“The involvement of GPs in shared not overlooking any major issues,
care follow-up demonstrates a and helps our patients move on with
genuine partnership between Peter their lives.”
Mac and our specialists and primary
carers. These complementary
strengths and skills work together
in the best interests of our patients,”
explains Bruce.
He has led similar projects at these
hospitals, which have embedded a
robust Survivorship Care Planning,
World’s Best Cancer Care Quality Account 2017-18 4.PETER MAC CELEBRATES
FIRST VICTORIAN SAME
SEX MARRIAGE.
In a moving and bittersweet ceremony, Peter Mac patient Cas and
her partner of 17 years, Heather, married at our Wellbeing Centre
in December 2017.
At 53 years old, Cas had breast cancer Along the way, Cas had a double
that had metastasised in her brain. mastectomy, her ovaries removed,
radiation treatment and chemotherapy.
The terminal diagnosis was handed
For a time, she thought she had at
down only days before Australia had
least bought herself a few extra years.
voted ‘yes’ for same sex marriage. Cas
and Heather were engaged as soon as “Cas tried everything to eliminate
Parliament made it official. ‘the intruder’ from her body,” Heather
says. “She questioned and accepted
Although a one-month notice period
every treatment and strived for
is typically required for couples
a successful outcome with every
to marry in Australia, leniency is
breath she could until we got the final
given for couples in extraordinary
heartbreaking news.”
circumstances.
As Heather says, theirs were the most
extraordinary of circumstances.
“Peter Mac created a
beautiful memory which will
be cherished forever.”
5.CAS AND HEATHER ALWAYS WANTED TO MARRY
Long before her diagnosis of Cas passed away eleven days later,
terminal illness, Cas and Heather in Peter Mac, where she had been
always thought they would legally admitted for further treatment and
marry if they could. where she felt comfortable to move
on from this life.
Because of Cas’ treatment schedule,
Heather says that they were relieved “Cas was everything to me and to
that the Peter Mac team supported have the chance to call her my wife
their wishes. is a feeling I find difficult to explain,
except to say it is an honour to
And on their wedding day, Heather
carry on Cas’ legacy as her wife,”
says she experienced the most
says Heather.
beautiful feeling she’d ever known.
“The room was full of pure love,”
she says. “By this time, Cas knew
her time was limited and had said
she actually felt that her vibrational
energy had changed, it was such an
emotional experience.”
This incredibly moving expression
of Peter Mac’s holistic approach
to cancer care and the love the
couple shared culminated in the
moment as the Registrar of Births,
Deaths and Marriages presented
the newlyweds with the first official
marriage certificate for a same sex
couple in Victoria.
World’s Best Cancer Care Quality Account 2017-18 6.HOW TELEHEALTH HAS MADE
MY TRAVEL PLANS COME TRUE
WHILE LIVING WITH CANCER.
Hi. I’m Graham, a cancer patient More to make light of the bad news
under Professor Simon Harrison at than being serious, I told Simon
Peter Mac. of our travel plans and asked,
“Don’t suppose Peter Mac does
I would like to tell all how Peter
e-consultations?”. To my delight he
Mac’s wonderful telehealth facility
said a resounding “Yes!”, provided we
and their equally amazing oncology
could plan for blood tests at roughly
staff have made carrying on a
weekly intervals.
normal life with cancer not just
possible, but almost painless.
After a few seconds thought, we
In December 2011, I was diagnosed
with Multiple Myeloma. However,
were introduced to Peter Mac’s
after a stem cell transplant and wonderful telehealth facility.
an initial recovery period from
the procedure, my situation was Having finalised the initial medication
thankfully put on the back burner. introduction and planned for the
This allowed my wife Jenny and trip with our friends, my oncologist
myself to lead a fairly active consultant Simon and his team
retirement in between three to four armed us with a heap of weekly and
monthly check-ups, including our monthly blood test requests. They
wish to travel around Australia. booked us in with telehealth for our
first e-consultancy on the road from
Things were looking up early in
wherever we would be in four weeks.
2018 and so planning for the trip of
a lifetime was well under way when, I can attest that the service is
on a regular check-up at Peter Mac, extremely easy to use for anybody
Professor Simon Harrison gave me who can browse the internet and
the news that I had now contracted be contacted by phone or email.
a secondary cancer, which could Appointments are usually with your
likely be treated with drugs but, for a personal Peter Mac consultant so
few months, would require frequent that your continuity and confidence
blood tests and consultations. in care is maintained.
Since that time Peter Mac telehealth
has allowed us, with almost zero
Peter Mac’s telehealth services planning and inconvenience, to travel
make it possible for their extensively from our home town
wonderful medical staff to near Melbourne, to South Australia
maintain a very personalised and up through the red centre to
Darwin, then down the west coast to
and effective continuation Perth and beyond. We have visited
of your cancer monitoring, many beautiful and iconic points that
diagnosis and treatment. Australia has to discover in between.
7.TELEHEALTH
UPDATE.
As part of our commitment to Telehealth is great for many types
providing the best care as close of appointments such as a review
to home as possible, Peter Mac before chemo, routine follow up,
introduced telehealth consultations getting results or planning the next
in 2017 for all patients where steps in treatment. All patients need
clinically appropriate. is a device with internet, camera and
audio functions.
Through telehealth, patients can
have an appointment with their Peter Find more information at
Mac specialist by video from their petermac.org/telehealth.
home, with their local GP, from their
local health service or, like Graham,
on the road!
Our telehealth consultations
expanded last year and Peter
Mac conducted 411 telehealth
appointments.
“Our son, Connor had radiation at Peter Mac and experienced the
wonderful team dedicated to making every part of the radiation
‘experience’ as seamless as possible,” says Liz, founder and CEO
of the Robert Connor Dawes Foundation. “We are grateful we
can fund the VR goggles in hopes of helping prepare children
and reduce stress relating to their radiation treatment.”
World’s Best Cancer Care Quality Account 2017-18 8.VIRTUAL REALITY HELPS
KIDS BETTER PREPARE
FOR RADIOTHERAPY.
Peter Mac treats all children from “It is hoped that by experiencing this
the Royal Children’s Hospital who in VR – in a supportive environment
require Radiation Therapy as part and well before they arrive for
of their cancer treatment. These treatment – that more children can
patients range from babies through have this treatment without the need
to young adults. for sedation.”
“Radiotherapy can be a challenging Participating patients receive a set of
experience even for our adult VR goggles loaded with a purpose-
patients as they must lay very still created VR video. Young patients
on a large machine, usually with a watch this in the comfort and safety
mask or other cover to prevent body of their own home.
movement,” says Nigel Anderson,
They get a treatment-like experience
Principal Research Radiation
where they can look around the
Therapist at Peter Mac.
radiotherapy machine, see how it
“Many children require general works and learn what to expect.
anaesthesia for each treatment
Early patient and family feedback
session, to ensure they lay still
indicates reduced anxiety, and
and we can accurately target
improved understanding of the
their tumour.”
radiotherapy process for not only
Our young patients are using patients and families but broader
Virtual Reality, or VR, goggles to support networks. Some children
experience what radiotherapy is have taken their VR googles to
like before they come to Peter Mac school to give their classmates a
for treatment, as part of a ground- better understanding of what they’re
breaking trial funded by the Robert going through!
Connor Dawes Foundation.
The trial, also involving the Murdoch
Children’s Research Institute, is
understood to be the first to use VR in
this setting and it is already showing
positive results in reducing anxiety.
9.TREATING
THEMSELVES
AT HOME.
Most Peter Mac patients are seen as outpatients in our
clinics. Some of them travel great distances and they may be
inconvenienced by the time away from work and the expense.
But, when it’s possible, we like to give our patients options to
be treated where and when they want, ideally in the comfort of
their own home.
Our Subcutaneous Immunoglobulin There is no cost to the patient for
(SCIg) home management program consumables such as delivery
is a terrific example. In March pumps, syringes or needles.
2018, we trained our first patient
The clinical benefits are hard to
to give themselves subcutaneous
ignore. Multiple studies have shown
immunoglobulin at home.
that home-based SCIg improves
Immunoglobulin replacement important aspects of health-related
therapy is the standard of quality of life, including improvement
care for patients with acquired in the perception of general health
hypogammaglobulinaemia and wellbeing compared to full
secondary to haematological intravenous immunoglobulin.
malignancies chronic lymphocytic
Treatment satisfaction improves with
leukaemia, multiple myeloma,
SCIg use. Patients tell us that they
non-Hodgkin lymphoma and
appreciate the independence, the
other relevant malignancies,
convenience and less interference
and post haemopoietic stem cell
with their social, education and work
transplantation.
activities.
There are many benefits to receiving
The service has recently allowed
immunoglobulins subcutaneously.
one patient to travel overseas for
The process is ideally suited for
12 weeks with SCIg – something he
patients with IV access difficulties
was unable to do while on monthly
and can be used for patients with
intravenous immunoglobulin therapy.
previous systemic reactions to
intravenous immunoglobulin, known So far, 25 patients are self-
as IVIg. administering immunoglobulin
therapy in their own homes. More
PATIENT TRAINING patients are now being identified and
To help patients feel confident and offered the home therapy program,
comfortable, they are given as many which means they will not need to
training and education sessions as travel to Peter Mac every month for
they require by a dedicated SCIg their immunoglobulin replacement
Nurse Consultant. therapy.
World’s Best Cancer Care Quality Account 2017-18 10.IMPROVING CARE FOR
ABORIGINAL PATIENTS.
Peter Mac is committed The MoU reflects our commitment
to closing the gap in life to working with our Aboriginal and
Torres Strait Islander communities
expectancy between to improve cancer outcomes and
Aboriginal and non-Aboriginal experience of care at Peter Mac.
people, and providing health
Some of the other activities we are
services and information planning include:
in a culturally appropriate, • Development of a culturally
welcoming environment. appropriate resource that
Our Aboriginal Health Strategic describes cancer care at
Framework has been designed Peter Mac and the services
to promote better cancer health available for our Aboriginal and
outcomes for Aboriginal patients. It Torres Strait Islander people
includes establishing collaborations accessing care, including use
with key stakeholders to explore of our possum skin cloak
ways we can improve appropriate • Working with VACCHO to provide
access to care. Aboriginal Cultural Awareness
training for Peter Mac staff
We were very proud to sign a • The establishment of an
Memorandum of Understanding Aboriginal and Torres Strait
(MoU) with Victorian Aboriginal Islander Advisory Group that
Controlled Community Health will guide us as we ensure
Organisation, known as VACCHO, a culturally safe service.
this year. This partnership is
very important to us and we are
privileged to partner with Victoria’s
peak Aboriginal health body.
11.WRAPPED UP
IN CULTURE.
Traditional cultural practices to Aboriginal patients to request during
support spiritual wellbeing are their time at Peter Mac.
vital in improving cancer outcomes
As culture is connected to wellbeing,
for Aboriginal and Torres Strait
the cloak – the first of its kind in a
Islander people.
Victorian health service – means
In a joint initiative of the Breast that Aboriginal people are able to be
Cancer Network Australia, VACCHO physically wrapped in culture when
and Peter Mac, a beautiful possum they use the cloak during their time
skin cloak was handmade by 16 in treatment.
Aboriginal women who are cancer
survivors over three days in our
Wellbeing Centre. It is proudly
displayed and is available for
World’s Best Cancer Care Quality Account 2017-18 12.A SAFE AND WELCOMING
ENVIRONMENT FOR
LGBTI PEOPLE.
With a deep commitment to Peter Mac is committed to
inclusion and diversity, Peter Mac providing a safe, compassionate
works hard to promote accessibility and supportive environment for
for all Victorians including the all employees and patients and so
economically or geographically will continue to explore respectful
disadvantaged, Aboriginal and Torres responses to support the health
Strait Islanders (ATSI), people with and wellbeing of LGBTI people and
disability, and those from Culturally communities.
And Linguistically Diverse (CALD) and
Lesbian, Gay, Bisexual, Transgender
and Intersex (LBGTI) backgrounds.
With our LGBTI community, we do
this in a range of ways.
• We are currently developing an
LGBTI Action Plan with input from
Lesbian and Gay Health Victoria.
• We are also undertaking
research to better understand
how cancer affects LGBTI
people and their experience.
• We continue to progress new
approaches to support our
LGBTI patients and our staff.
• And, in recognition and
celebration of the International
Day Against Homophobia,
Biphobia, Intersexism and
Transphobia Day, Peter Mac held
our inaugural event in May 2018.
We plan to do the same in 2019.
13.Food brings people together
People from culturally diverse backgrounds represent
a large proportion of cancer diagnoses in Victoria.
They may have difficulty navigating unfamiliar
services, require additional support, or face
discrimination.
Peter Mac received a grant from the Health Issues
Centre in 2017 to increase the engagement of
culturally diverse consumers in the Peter Mac
Prevention and Wellbeing Program.
Consumers from Chinese, Vietnamese, Italian, Greek
and Arabic backgrounds were engaged as co-leads on
the project to develop and deliver culturally relevant
activities to improve their wellbeing.
Activities included traditional cooking sessions, art/
craft, cultural dance and music performances.
World’s Best Cancer Care Quality Account 2017-18 14.ESCALATING
URGENT CARE.
If a patient, their carer or a We promote PEER in our inpatient
family member believes that and outpatient areas, in the
form of written and electronic
the patient is feeling less well, communication, and also do this
PEER (Patient Emergency in five different languages. Peter
Escalation Response) is our Mac patients and carers are given
care system that connects a brochure, which explains how a
them directly and urgently patient or their carer can alert our
employees if they feel something has
with a senior nurse. worsened.
While we have efficient clinical
Monitoring of PEER occurs through
measures to detect clinical
the bedside audit tool and is reported
deterioration, our patients and
through divisional meetings,
families are encouraged to
with oversight at the Executive
communicate with care teams, as
Quality Committee and Acute Care
they know the patient best.
Committee.
As an example, a PEER was recently
The PEER is an additional way that
called by a patient’s relative about
we can connect with patients and
a patient while staying at our
their families, and gives them the
accommodation, which is within the
ability to take quick action if they
hospital. Following an initial PEER
need assistance.
review in the accommodation, we
were able to hear the concerns. After
an assessment, the patient was
admitted into hospital.
15.ENCOURAGING PEOPLE TO
PARTICIPATE IN THEIR OWN
HEALTHCARE.
At Peter Mac, we encourage First, the Cancer Information Hub,
our patients to be involved in located at Clinic 2D, has been
redesigned into an inviting cancer
their care by helping them to information space. It is furnished and
understand what is happening stocked with key cancer resources
to them and to be as well for patients and others. The hub
informed as they choose. We includes sections for patients looking
regularly ask our patients for information tailored to ATSI, CALD
and LGBTI needs.
‘What is important to you and
how can we help?’ Second, to ensure clinic 2C patients
have access to information and
A recent survey of our patients was resources, we positioned a large
undertaken within our Specialist display unit in close proximity to
Clinics to explore the importance the waiting area. All written
and accessibility of written information on the display unit is
information and resources for rotated in accordance to the clinics
effective healthcare engagement. Of that are running.
the patients surveyed, 94 per cent
said it’s important to have relevant,
written cancer information available
at or near the appointment place.
From this feedback, we decided to
undertake two key activities to help
make information more accessible
and understandable.
World’s Best Cancer Care Quality Account 2017-18 16.PARKVILLE
INTEGRATED PALLIATIVE
CARE SERVICE.
Mary was a 74 year old widow, cared These measures were regularly
for by her two adult children and recorded in Mary’s medical chart, to
supported by her five grandchildren. allow her treating team to be aware
of how things were progressing
She had been treated for three years
while managing Mary’s needs in real
for breast cancer, but was becoming
time. In addition, these measures
more unwell as her disease became
were recorded and analysed as part
more advanced. The team looking
of a system of recording quality
after her recognised a range of
outcomes for patients receiving
‘triggers’ that led to an early referral
palliative care across Australia, to
to the palliative care team.
allow our clinicians to measure
A series of staff education the quality of care we provide in
forums teaches our staff about comparison to services across
what to look for. The aim is Australia.
that we identify patients who
It was agreed that Mary wanted to
could benefit from palliative
be cared for at home as her illness
care involvement, particularly
reached its final stages. Hospital
those with advancing disease.
equipment was arranged to be
The palliative care team, consisting loaned from the hospital to assist her
of doctors, nurses, allied health and care at home. She was then seen in
pastoral care workers, met Mary. At hospital by our Rapid Review home
her request, a prompt meeting with care palliative care team, who were
her and her family was organised. able to see Mary at home the same
Mary was supported to make key day as her discharge, to ensure
decisions about her future care, with she had a safe and comfortable
a focus on her understanding of her transition to home-based care.
illness, and her wishes for treatment
and the goals she wanted to achieve.
A thorough palliative care review was undertaken, and Mary
was asked to describe the symptoms she was experiencing
such as pain, nausea and anxiety, to guide specific treatments,
and respond to both her needs and those of her family.
17.Mary was able to stay at home with outreach program via community
the support of her family and the providers all over Victoria.
palliative care team right up until
In a recent audit that compared the
the end. Whilst every death is sad,
characteristics of 100 inpatients
the team was proud that they were
and 100 outpatients referred to
able to provide premium personal
the service, it was identified that
care to Mary, in the way and place
patients were more likely to have
that she wanted.
their family members present when
Palliative care improves the quality they were seen in the outpatient
of life of patients and their families services compared with those
facing problems associated with life- patients who were assessed in the
threatening illness. inpatient setting.
We aim to prevent and relieve What this means is that a better
suffering by carefully treating pain discussion about end of life and
and other problems – physical, dying tends to happen when families
psychosocial and spiritual. and carers are involved.
The Parkville Integrated Palliative The results of the audit are now
Care Service is a partnership between being assessed to determine how
Peter Mac, The Royal Melbourne we can refine the service so that
Hospital and The Royal Women’s palliative care continues to provide
Hospital that provides support for end a better quality of life, engagement
of life care and planning. and living.
It does this through consultations
with inpatients, through ten
outpatient clinics per week and an
World’s Best Cancer Care Quality Account 2017-18 18.OUR PEOPLE
MATTER.
A positive workplace culture staff are required to undertake it
has benefits for our staff and within three months of starting their
employment. Since January 2018,
our patients. more than 300 staff members have
Our culture of support and dignity, attended the course.
compassion and care isn’t just
extended to our patients – it’s the 2017 PEOPLE MATTER
way we treat each other as staff STAFF SURVEY
members as well.
The People Matter Survey is a
At Peter Mac, we have a suite of public sector employee opinion
professional development and survey run by the Victorian Public
training programs, and in-house Sector Commission. The survey
policies designed to foster a gives people the opportunity to
collegiate professional working express their views on how public
environment which translates, in sector values and employment
turn, to improved service and care principles are demonstrated within
for our patients. their organisation by colleagues,
managers and senior leaders.
In October 2017 we reviewed and
The survey also measures the
refreshed staff training to include
level of staff engagement and job
a section taken from the Royal
satisfaction.
Australasian College of Surgeons
“Operating with Respect” e-learning In the past year, 88 per cent of
course. This particular training our staff agreed that they would
highlights the importance of building “recommend a friend or relative to
a respectful, collaborative culture. All be treated as a patient here.”
People Matter Survey 2018 – Patient Safety Questions
Question 2018
Patient care errors are handled appropriately in my work area 69%
This health service does a good job of training new and existing staff 56%
I am encouraged by my colleagues to report any patient safety concerns I may have 78%
Trainees in my discipline are adequately supervised 67%
My suggestions about patient safety would be acted upon if I expressed them to my manager 74%
Management is driving us to be a safety-centred organisation 76%
I would recommend a friend or relative to be treated as a patient here 88%
The average agreement with the above questions that measure patient safety 72%
19.ASSESSING OUR PERFORMANCE AGAINST
NATIONAL STANDARDS
Peter Mac is assessed against the Peter Mac’s overall SAB rate is
National Safety and Quality Health marginally above the state target
Service Standards to ensure we are of 1/10,000 occupied bed days,
continually improving the way we at 1.4/10,000 overall. The result
work and the standard of care we has been derived from ten cases
provide to patients, families and the identified over the reporting period
community. and we will continue to monitor this.
The reported rate is within control
Peter Mac went through a
limits based on comparably-sized
comprehensive accreditation review
healthcare facilities.
in October 2017 and was found to be
fully compliant with all requirements A multimodal approach to prevention
in the national standards. of SAB is applied across Peter Mac.
Specific elements include:
Peter Mac is working with its staff
and leadership team to ensure the 1. Case review
new eight standards are met. These 2. Precautions and isolation
new standards came into effect in 3. CVC-associated bloodstream
January 2018. infection monitoring and risk
reduction
4. Enhanced hand hygiene
compliance
5. Aseptic technique
6. Environmental cleaning
Quality and Safety Data 2017-2018
2017-18 Target 2017-18 Result
Adverse and sentinel events
Number of sentinel events Nil Achieved
Mortality - number of deaths in low mortality Nil -
Diagnosis-Related Group
Infection control
Rate of patients with SAB occupied bed day < 1/10,000 1.4/10,000
Healthcare worker immunisation
Percentage of healthcare workers immunised for influenza 82.5% 92.4%
World’s Best Cancer Care Quality Account 2017-18 20.HOW DO WE RATE?
The Victorian Healthcare Experience Survey (VHES) allows a wide range of
people to provide feedback on their experiences and features specialised
questions.
In 2017-18, our VHES scores were very positive and, in key areas, were over
the sector benchmarks. Respondents gave us the following scores:
Overall Experience of Care at Peter MacCallum Cancer Centre
Overall, how would you rate the In your opinion, how clean was the
care you received while in hospital? hospital room or ward that you
96% Positive were in?
Statewide Benchmark 91% 80% Positive
Statewide Benchmark 74%
Did you have confidence and trust
in the nurses treating you? How would you rate how well
85% Positive the doctors and nurses worked
Statewide Benchmark 82% together?
93% Positive
How often did the doctors, nurses
Statewide Benchmark 83%
and other healthcare professionals
caring for you explain things in a If you had any worries or fears
way you could understand? about your condition or treatment,
95% Positive did a health professional discuss
Statewide Benchmark 91% them with you?
71% Positive
If you needed assistance, were you
Statewide Benchmark 58%
able to get a member of staff to
help you within a reasonable time? Do you think the hospital staff
91% Positive did everything they could to help
Statewide Benchmark 89% manage your pain?
91% Positive
Before you left hospital, did the
Statewide benchmark 81%
doctors and nurses give you
sufficient information about Overall discharge experience
managing your health and care at Overall Transition Index
home? 77% Positive
76% Positive Statewide benchmark 74%
Statewide Benchmark 69%
21.FEEDBACK.
At Peter Mac, we provide patients, WE ACCEPT COMPLAINTS
their families and carers, and our
community with the opportunity to be
AND FEEDBACK IN THE
involved in making decisions about FOLLOWING WAYS:
our services. One of the ways we Call our Consumer Liaison Office
do this is by encouraging feedback on (03) 8559 7517.
and listening to comments, positive Email patient.liaison@petermac.org
or negative, to help us improve our
service. ‘Your Voice’ feedback brochures are
available in seven different languages
The feedback system is integrated into
the work of the whole organisation. In person
This means that feedback is used Health Complaints
to identify gaps in the quality of the Commissioner:
service, investigation of feedback https://hcc.vic.gov.au
is collaborative and information is
Online
shared among management teams,
Facebook, Twitter, Instagram,
administrators and patients.
LinkedIn, www.petermac.org
Mail
Consumer Liaison Office,
Locked Bag 1 A’Beckett St,
Melbourne, VIC 8006
OTHER ORGANISATIONS, INCLUDING GOVERNMENT
More than
450 402 93
80%
Compliments Complaints Enquiries/ complaints
suggestions resolved within
30 days
World’s Best Cancer Care Quality Account 2017-18 22.ADMIN SERVICES
REALIGNED TO
PATIENT NEED.
Our administrative resources The new patient navigator team
were reorganised in 2017-18 is now the first point of contact
to ensure alignment of our for all patient queries. The patient
administrative workforce within navigators are playing an integral
a new operational structure. We role in coordinating and scheduling
embedded administrative staff patient care in conjunction with the
within the clinical teams with multidisciplinary team required by
whom they work, known as ‘tumour each patient’s particular cancer or
stream-based administration’, to disease type.
improve appointment coordination
and system navigation support for
patients.
The new structure ensures that
clinical staff are appropriately
supported knowing that they
provide a patient experience that is
coordinated, safe, personalised and
consistent.
Caring for Carers
Caring for a person with cancer can be difficult, stressful
and isolating.
Recent discussions with patients and community
members highlighted the need for increased support for
carers at Peter Mac.
In response, our Wellbeing Centre has introduced
a one-hour session known as Carers Circle on a
twice-weekly basis. Carers Circle offers a dedicated
sanctuary for carers to informally meet and chat about
carer-specific issues.
A staff member is present at these sessions to provide
carer-specific information and referrals as required.
23.INTERPRETERS FOR
PATIENTS – SUPPORT
IN ANY LANGUAGE.
Peter Mac provides a range The most frequently utilised five
of information, resources and languages are Chinese (Mandarin
and Cantonese), Greek, Vietnamese,
programs for patients from Italian and Arabic. These services
culturally and linguistically have also experienced the most
diverse backgrounds, their growth. Vietnamese interpreting
families and carers. grew by 66 per cent.
We provide information that In the past year, we extended our
addresses the physical, emotional interpreter service to incorporate
and social impacts a cancer video conferencing and live
diagnosis can bring in more than 10 captioning. We introduced an SMS
languages. reminder service in 29 different
languages.
Interpreters and resources cover
topics such as Questions to Ask
your Doctor, Advance Care Planning,
Our skilled interpreters are
Coming to Peter Mac, our Patient available for appointments in most
Charter and also include a range of
wellbeing/preventative materials.
languages at no cost to patients.
The Peter Mac Portal is an online Our practical work in the community
space provided in a range of is also important. The objective of
languages where patients find the Cancer Survivorship in CALD
information to support them during Communities project is to develop
their stay at Peter Mac. new, culturally appropriate resources
Our catalogue of cancer information that meet the unmet informational
includes resources developed by our needs of cancer survivors from
experts and reviewed by our patient culturally and linguistically diverse
representatives. Specially selected backgrounds. This project is working
titles from trusted organisations and with survivors from Vietnamese,
agencies are displayed. Italian and Arabic-speaking
backgrounds to develop relevant
Our interpreter service is very information resources in their
popular and increased by 46 per cent language.
more uses last year.
The Supporting Underserved Cancer
Interpreters were provided across 71 Survivors project aims to deliver the
different language groups for 12,296 resource On the Road to Recovery
interactions, both face-to-face and in Arabic, Traditional Chinese,
via the phone, across all sites. Simplified Chinese, Greek, Italian
and Vietnamese.
World’s Best Cancer Care Quality Account 2017-18 24.TOP 10 INTERPRETER
LANGUAGES 2017-2018
26.60% 13.51% 12.53%
Mandarin/Cantonese Greek Vietnamese
Occasions of Services: 3271 Occasions of Services: 1661 Occasions of Services: 1541
10.43% 7.98% 4.71%
Italian Arabic Turkish
Occasions of Services: 1282 Occasions of Services: 981 Occasions of Services: 579
3.01% 2.83% 2.12%
Spanish Russian Serbian
Occasions of Services: 370 Occasions of Services: 348 Occasions of Services: 261
1.94%
86%
Croatian TOTAL
Occasions of Services: 239 Occasions of Services: 10,533
25.ACCESSIBILITY
AUDIT SHOWS
THE WAY.
Peter Mac is committed to • A volunteer concierge service
supporting all patients, visitors, and is now at the front reception
staff with a physical and/or sensory desk from 6:30am to 3:00pm
disability to access relevant areas to assist patients as required
and move safely around the hospital. upon entering Peter Mac
Last year, we engaged an • Permanent signage for
independent consultant to conduct Pharmacy, Pharmacy
an audit of the hospital to review Collections and Allied Health
access to the building. The audit • Installation of an accessible toilet
was completed in partnership with pan, handrails and push button
a group of patients and staff living release/occupied indicator to
with a disability. During 2018, the the ground floor public toilets
following actions were implemented: • We installed a bollard near the
entrance to the pharmacy side
to ensure patients climb the
stairs using installed railing.
World’s Best Cancer Care Quality Account 2017-18 26.WHAT IS AN
ADVANCE CARE
DIRECTIVE?
If you were very sick and An Advance Care Directive is the
could not talk, how would legal form that outlines an Advance
Care Plan. In it, patients write either
your doctor know what or both:
treatments you want or do • An instructional directive with
not want? Does your family legally binding instructions
know what you want? Who about future medical treatment
will make medical decisions that they consent to or refuse;
for you? • A values directive which
documents the patient’s values
At Peter Mac everyone has the right and preferences for medical
to make their own medical treatment treatment decision maker to
decisions and to make a plan for consider when making decisions
future health care if they lose their for patients when they are
decision-making capacity. unable to do so for themselves.
This process is known as Advance Patients at Peter Mac are asked if
Care Planning (ACP). they hold an Advance Care Directive
Designed to capture peoples’ values about their medical treatment and
and wishes, ACP enables patients if they have appointed a Medical
to continue to influence treatment Treatment Decision Maker. If one
decisions, even when they can exists, our team documents this
no longer actively participate in and creates a system alert for our
decision making. doctors and nurses. Information
packs and advance care plan
ACP means to think, plan and write documents are available in the wards
down your wishes for your future and on our website at https://www.
healthcare. Sharing your values, petermac.org/services/treatment/
wishes and choices with your loved advance-care-planning.
ones and your doctors helps them to
respect your choices. To improve the number and quality
of conversations around Advance
Advance care planning can also Care Directives, we have established
mean choosing someone who would a working group. This working group
make medical decisions for you if will coordinate ongoing education to
you were too unwell to make them our medical and nursing employees
yourself. This person is called a about the new requirements
Medical Treatment Decision Maker. under the Medical Treatment and
We used to call this person the Decision Making Act. Our priority is
Medical Power of Attorney. identifying our ward patients aged
over 75 years who do not have an
Advance Care Plan and supporting
them to develop one.
27.REINFORCING OUR
RESPONSE TO
FAMILY VIOLENCE.
Family violence is a major managers, team leaders and
problem in the community supervisors on how to support our
staff and volunteers. The program
that affects not only our is compulsory for all staff who have
patients and their carers, but people reporting to them and began
our staff and volunteers as rolling out in August. Next year, we
well. Evidence shows that will focus on extending the outreach
early intervention can help to to patients, families and carers.
prevent serious harm. Initiatives for staff and volunteers
experiencing family violence so
Recognising this fact, the
far include family violence leave,
Strengthening Hospital
workplace safety planning, flexible
Responses to Family Violence
working arrangements and eight
project was developed by the
Family Violence Contact Officers
Royal Women’s Hospital and
have been specially trained.
Bendigo Health to support those
experiencing family violence. In 2019, we will begin to train
frontline staff so that they can
Peter Mac is one of 88 hospitals
support patients and carers. Peter
now implementing this work across
Mac is committed to doing whatever
Victoria in a staged approach, the
we can to help members of the
first of which will be to support our
community who are experiencing
staff and volunteers so that they are
family violence.
appropriately skilled and assisted
to support those experiencing
family violence.
A Family Violence Workforce
Support training package has been
developed to train our leaders,
World’s Best Cancer Care Quality Account 2017-18 28.WE HOPE THAT
YOU ENJOY
READING
THIS REPORT.
Your feedback helps us improve the way
we communicate with you and share
information about our services. Please,
don’t hesitate to contact us to let us know
what you think of this document, or what
sort of information you would like us to
share with you.
By telling us your thoughts, you will
help to make this report, our other
communications and our services
best meet your needs. Please send
your comments to us at
petermacconnect@petermac.org
29.You can also read
