Quality of Care News Wuman njinde...welcome.

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Quality of Care News Wuman njinde...welcome.
Quality of Care News
                                   Wuman njinde...welcome.
                               Improving care for Aboriginal people
Strengthening relationships between our health service and                                              and developing and trialling a consumer brochure and information
our Aboriginal community is an important step in starting to                                              sheets aimed specifically at Aboriginal people.
bridge the health gap for Aboriginal people.                                                                The cultural awareness education sessions provided staff with:
                                                                                                             G a moving first hand account of the local Aboriginal
The Department of Human Services (DHS) Improving Care
for Aboriginal People (ICAP) program was established                                                           community life in the 1930’s to the 1960’s through stories
                                                                                                               and an award winning film produced about Jackson’s Track
in July 2004. It amalgamated different funding programs
                                                                                                               G current health issues within the community
and focused on cultural change in health services
                                                                                                                G strategies to help break down barriers; and
through improving health care and identification of
                                                                                                                G an opportunity to ask questions of Aboriginal elders.
aboriginal people under four key areas identified
for improvement. Relationships with Aboriginal                                                                     Comments during the sessions went a long way to breaking
communities, culturally aware staff, discharge planning                                                           down barriers and build an understanding between nurses
and primary care referrals.                                                                                       and the Aboriginal community.
These four areas provide the framework for the work                                                              Also under the guidance of Linda and Kaylene, we have
WGHG has been implementing to assist in bridging the gap.                                                       been working towards making the hospital more welcoming
                                                                                                              to Aboriginal people.
In general Aboriginal people are reluctant to present to
hospital and have limited contact with doctors. For an Aboriginal                                       Transfers of the blue wren, the totem of the local Aboriginal people
person, attending the hospital’s Emergency Department is a                                            have been placed at all entrances to West Gippsland Healthcare
daunting experience tinged with fear. Waiting in the waiting room often                          Group buildings and paintings by local artists have been purchased
becomes emotionally overwhelming and many leave without being seen                             and placed throughout West Gippsland Hospital.
by a doctor.                                                                                   To improve the care provided to Aboriginal patients after they are discharged
Those who do come often have complex medical needs and are very                                from hospital, a health record booklet was developed this year for Aboriginal
sick having had little preventative medical intervention. The average life                     patients to take home. This provides a record of their health management
expectancy for an Aboriginal person is 20 years less than that of the general                  plans, details of referrals to General Practitioners and other health
Australian population and across Victoria about half the Aboriginal deaths                     professionals and will improve communication to all health providers
are of persons under 55 years.                                                                 involved in their care.
For this reason, it is very important that our staff have an understanding                     Under-identification of Aboriginal patients continues to hamper planning
of the Aboriginal culture and the feelings they have towards hospital. In                      of health services based on a complete picture of Aboriginal health. The
March this year WGHG was one of four pilot sites selected by DHS to                            Aboriginal Hospital Liaison Officer provides orientation to staff to ensure they
run a funded project Improving Experiences of Aboriginal People in the                         are aware of the mandatory requirements for all Victorian hospitals to ask if a
Emergency Department. Peta McGregor was appointed project officer                              patient is of Aboriginal or Torres Strait Islander descent.
and a steering group was established. Drouin residents Linda Mullett and                       In another popular project, the Community Kitchens program was extended
Kaylene McKinnon are members of our Community Advisory Council (CAC)                           this year with the commencement of a group for young Aboriginal people.
and provide us with a direct link to the Aboriginal community. Both were                       The program teaches participants about preparing healthy, budget friendly
pivotal in working with Peta in rolling out a series of cultural awareness                     meals in a welcoming, social environment. The knowledge they gain will
education sessions for doctors and nurses in our Emergency Department                          not only benefit the participants but also their families. And they love it!

                                                                                               CEO Ormond Pearson, artists Lionel Rose Junior and Dale Hayes and Education Centre
Peta McGregor Emergency Department nurse and Dot Mullett Aboriginal Hospital Liaison Officer   Gippsland ‘Brayakoloong’ Art Project Coordinator Maryanne Meyer with artwork painted specially
standing beside the Aboriginal land map in the Emergency Department corridor at WGH.           for the West Gippsland Hospital.

                             2009 Regional Health Service of the year
                                                                                PAGE 1 QUALITY OF CARE NEWS
Quality of Care News Wuman njinde...welcome.
About your health service
                    From the CEO                                                                             Our service area...
                    On behalf of the West Gippsland Healthcare Group (WGHG)                                  who we care for
                    team, welcome to our 2009 Quality of Care Report.
                                                                                          West Gippsland Healthcare Group is a customer focused health organisation
                    This Report provides us with the opportunity to inform you
                                                                                          providing hospital, residential and community health care to 38,500 people in
                    of how we monitor, compare and act to improve the safety
                                                                                          the rural, urban residential, agricultural and industrial areas located within the
                    and quality of our services. It details highlights as well as
                                                                                          Baw Baw Shire and beyond.
                    areas we need to improve.
                                                                                          We employ 1,064 staff and treated 10,910 hospital patients, provided 80,485
The Report is prepared by a team of staff and Community Advisory Council
                                                                                          outpatient services and cared for 225 aged care residents during the year.
members who:
G review minimum reporting guidelines                                                     While most people in the Shire speak English, 5.3% of our population are
G listen to feedback                                                                      from multi-cultural and non-English speaking backgrounds. In addition to this
G collate data from across West Gippsland Healthcare Group; and                           1.5% of our population is Aboriginal.
G work with staff in all departments to provide ideas for stories and photos.
                                                                                          Caring for our migrant community
Each year Quality of Care Reports from around the State are reviewed by a                 Even though only a small percentage of our population come from culturally
panel of experts who provide feedback on a variety of criteria. Their comments            and linguistically different (CALD) backgrounds, we recognise the importance
together with your feedback are used to continually improve our Report.                   of equipping our staff to understand what is needed to provide the appropriate
At WGHG we strive to ensure every one of our stakeholders has the opportunity             services and care for people from other cultures.
to hear about our health service. It is for this reason this publication is               WGHG has an established cultural diversity policy promoting the benefits
distributed to every household in the Baw Baw Shire through the local free                of cultural diversity. Each year we develop a Cultural Diversity plan with the
newspaper and available to read at doctors’ surgeries and in waiting rooms                assistance of the Community Advisory Council and the Gippsland Multicultural
at all WGHG facilities.                                                                   Resource Centre. The plan involves gathering data on our local population,
Our sincere appreciation is expressed to our Community Advisory Council                   skilling staff, and engaging people from culturally diverse backgrounds to
members, staff and the community for their contribution to making this Report             contribute to the WGHG planning processes.
an informative, valuable and enjoyable publication for our stakeholders.                  Our organisation has established links with the Gippsland Multicultural
I would also like to take this opportunity to congratulate our staff for the very         Resource Centre and is planning to develop connections with new migrants
positive manner in which they address the many challenges of delivering high              from diverse backgrounds and provide them the opportunity to input directly into
quality health services to meet the growing demands of our community.                     service planning
Their energy, enthusiasm and focus on continuous quality improvement is                   Staff have access to a kit which is regularly updated and provides information
outstanding.                                                                              on access to interpreter services, translated information, and important cultural
                                                                 Ormond Pearson           information for each cultural group. They also attend cultural training days
                                                            Chief Executive Officer       appropriate to their service to ensure they are responsive to cultural needs.
                                                                                          Access to interpreters is an important part of cultural responsiveness. This year,
                                                                                          data from the Patient Satisfaction Monitor showed that we must provide further
                    Vision                                                                staff training to ensure patient access to interpreters.
                                                                                          One strategy that is proving to be very effective is the visit to West Gippsland
To improve the health and wellbeing of our community.
                                                                                          Hospital by participants in the English as a second language course conducted
                                                                                          by the Education Centre in Warragul. Participants enjoy a tour of the WGH site
                    Mission                                                               and are provided with information as to where to come in an emergency, what
                                                                                          they should bring with them and what is provided to them as hospital patients.
West Gippsland Healthcare Group is committed to the provision of high quality,            Information packages containing brochures, contact numbers and interpreter
integrated health care that meets the changing needs of individuals and our               services are provided as well as an opportunity to have any questions
community.                                                                                answered.

   Hospital (acute)                                                                                                                   Support Services (cont’d)
   Anaesthesia
   Breast Surgery
                                                 Our Services: What we do                                                             Engineering
                                                                                                                                      Environmental Services
   Community Rehabilitation Centre         Sub-acute                                      Community Services (cont’d)                 Finance
   Day Surgery                             Cognitive Dementia and Memory Service          Rural Allied Health Service                 Food Services
   Dental Surgery                            (CDAMS)                                      Self Help and Support Group Facilitation    Health Information
   Diabetes Education                      Continence                                     Sustainable Farm Families                   Infection Control
   Ear Nose and Throat Surgery             Geriatric Evaluation and Management            Women’s and Men’s Health                    Information Technology
   Emergency                                 (GEM)                                        Youth Services                              Library
   Endoscopy                               Hospital Admission Risk Program (HARP)                                                     Occupational Health and Safety
                                                                                          Allied Health
   General Medicine                        Interim Care                                                                               Payroll
                                                                                          Cardiac Rehabilitation
   General Practice                        Palliative Care                                                                            Public Relations
                                                                                          Chronic Obstructive Airway
   General Surgery                                                                                                                    Quality and Customer Service
                                           Aged Care                                       Disease (COAD) Program
   Haemodialysis                                                                                                                      Staff Development Unit
                                           Aged Care Assessment                           Diabetes
   High Dependency                                                                                                                    Supply
                                           Andrews House Aged Care Facility               Nutrition and Dietetics
   Library                                                                                                                            Business Units
                                           Cooinda Lodge Aged Care Facility               Occupational Therapy
   Midwifery                                                                                                                          Consulting Suites
                                           Home and Community Care Services               Pharmacy
   Neurology                                                                                                                          Meals on Wheels
                                           Respite Care                                   Physiotherapy
   Obstetrics/Gynaecology                                                                                                             Salary Packaging
                                           Community Services                             Physiotherapy
   Oncology                                                                                                                           Warragul Linen Service
                                           Aboriginal Liaison                             Podiatry
   Ophthalmology
                                           Adolescent Health                              Social Work                                 Diagnostic Services (Contract Services)
   Orthopaedic Surgery
                                           Asthma Education                               Speech Pathology                            BreastScreen
   Paediatrics
                                           Bushfire Recovery Counselling                  Home Nursing Service                        Endoscopy
   Paediatric Surgery
                                           Counselling                                    District Nursing Service                    Lung Function Testing
   Plastic Surgery
                                           Diabetes Education                             Hospital in the Home                        Medical Imaging
   Post Acute Care
                                           Emergency Relief                               Palliative Care Nursing/Volunteers          Pathology
   Pre-admission
                                           Falls Prevention                                                                           Stress Electro Cardiography
   Rheumatology                                                                           Support Services
                                           Family Counselling                                                                         Stress Echo Cardography
   Stomal Therapy                                                                         Administration
   Urology and Urodynamics                 Health Education/Promotion

   TRIVIA QUESTION 1:                      How many face washers are cleaned in the Warragul Linen Service each year? ANSWER ON PAGE 12.

                                                                           PAGE 2 QUALITY OF CARE NEWS
Quality of Care News Wuman njinde...welcome.
Special Projects
                 It’s all about the kids!
                                                                                                                            Water recycling...
                                                                                                                            it’s a triple treat!
                                                                                                                  West Gippsland Healthcare Group is committed to minimising
                                                                                                                   the impact we have the on the environment. Where possible,
                                                                                                                 systems are in place to improve water and energy conservation
                                                                                                                  and waste recycling and management. One component of our
                                                                                                                       water recycling program is highlighted in this Report.

                                                                                                                   750,000 litres of water is recycled each year from
                                                                                                                   the Haemodialysis Unit. This water is caught and
                                                                                                                  pumped to a water storage area located in the roof
                                                                                                                               at West Gippsland Hospital.

Students listen attentively as Operating Theatre Nurse Unit Manager Daniel Scholtes tells the kids
what they can expect when they wake up after an operation.

                                                                                                                                                                 Frank Gallagher is one of
Coming to hospital can be a                          apply back slab plasters on each                                                                            14 patients who attend
daunting experience. Even for                        small arm in the treatment room!                                                                            the Haemodialysis Unit
most adults it’s difficult. Imagine                  It’s then off to the Recovery Room                                                                          three times per week to
                                                                                                                                                                 undergo a process of
what it’s like when you’re a small                   to meet Dan, the Theatre Manager,
                                                                                                                                                                 being connected to a
child. That’s why at West Gippsland                  who shows the kids where they will                                                                          machine that performs
Hospital we do as much as we can                     wake up if they ever need to have an                                                                        the function of the kidney
to allay fears and to make it loads of               operation.                                                                                                  to clean the blood.

fun.                                                 The play room and treatment room in
One way we do this is by offering                    Kid’s Ward is next. Here there’s loads
tours of our Emergency Department                    of distraction with dinosaurs, robots,
(ED), Operating Theatre Recovery                     colourful murals and even a driveable                               The water is then redirected for use in the
Room and the Paediatric Ward for                     four wheel drive.
                                                                                                                       Central Sterilising Services Department located
kindergarten groups and prep grade                   Of course, there will always be the                                          on Level 2 at the Hospital.
classes from the Baw Baw Shire.                      monitoring, medicine and mash, but
Our tours begin at the ED. Doctors                   at least the kids will have something
and nurses greet the kids, show them                 to look forward to when they know
around, visit the ambulance bay even                 they have to come to hospital.

                                                                                                                                                                 Approximately 60,000
                                                                                                                                                                 pieces of equipment
                                                                                                                                                                 are sterilised at West
                                                                                                                                                                 Gippsland Hospital
                                                                                                                                                                 every year.

                                                                                                                The water is again redirected back to the storage tanks
                                                                                                                  in the roof and used for a third time to flush toilets
                                                                                                                           across West Gippsland Hospital.

                                                                                                                                                 West Gippsland Hospital
                                                                                                                                                 has 67 toilets flushed
                                                                                                                                                 using recycled water.

                                                                                                                                                    The saving...a massive
                                                                                                                                                    4,832 kilolitres of water
                                                                                                                                                    per year! Congratulations to
                                                                                                                                                    WGHG Engineering Services
                                                                                                                                                    Manager Peter Jayaweera and
                                                                                                                                                    his team for their innovation in
                                                                                                                                                    developing this system.
ED nurse Trish Blair shows St Paul’s Anglican Grammar Junior School students the vital signs monitor
in the treatment room.

    TRIVIA QUESTION 2:                               How many toilet rolls are bought each year? ANSWER ON PAGE 12.

                                                                                         PAGE 3 QUALITY OF CARE NEWS
Quality of Care News Wuman njinde...welcome.
Patient Safety
                                                                                                                                      Falls prevention
                              Time out!                                                         The falls prevention program at                                                      an individualised care plan
Did you know that our operating                written consent given by the                     WGHG aims to minimise the risk of                                                    implements measures to prevent
theatre team calls ‘Time Out’ even             patient. Adopting this team                      falling for all patients and residents.                                              a fall or reduce injury from falls.
before an operation begins?                    approach significantly minimises                 There are factors however that can                                                   4. Process to manage a fall
The reason...it is the final stage of          the risk of the wrong operation                  increase the risk of someone falling.                                                   if it occurs
a thorough checking process to                 being performed.                                 These include:                                                                       Should a patient or resident continue
ensure the correct operation is                We are pleased to report that the                G people who are unwell
                                                                                                                                                                                     to fall, after the implementation of
being performed on the correct                 operating theatre team achieved                  G people recovering at home after
                                                                                                                                                                                     measures in Step 3, an investigation
part of the body, at the correct site,         100% compliance for ‘Time Out’                     being discharged from hospital; and
                                                                                                G old age and frailty.
                                                                                                                                                                                     is conducted to identify opportunities
and on the correct patient.                    audits this year and the correct                                                                                                      to prevent further falls.
While ultimately it is the surgeon’s           operation was performed on every                 Falls prevention strategies provide a
                                                                                                safety net for those at risk by early                                                5. Reassess and modify care plans
responsibility to make sure the                patient who underwent surgery at
                                                                                                identification, personalised care plans                                              The patient is then reassessed and
correct operation is performed,                West Gippsland Hospital.
                                                                                                and investigation of falls aimed at                                                  the care plan adjusted to include
the surgeon, anaesthetist and                  A total of 3,207 operations were
                                                                                                further prevention.                                                                  additional or changed prevention
nursing team come together to                  performed for the year, 77 more
                                                                                                These five steps are:                                                                strategies.
check these details against the                than last year.
                                                                                                1. Risk screen                                                                       After leaving hospital, patients at risk
                                                                                                                                                                                     of falling are referred to appropriate
                                                                                                All patients over 65 and all aged care
                                                                                                                                                                                     services including physiotherapy,
                                                                                                residents are screened by staff at their
                                                                                                                                                                                     podiatry or to an optometrist.
                                                                                                initial entry or point of contact. The risk
                                                                                                                                                                                     Working with a physiotherapist
                                                                                                screen tool identifies people requiring
                                                                                                                                                                                     can improve strength and balance
                                                                                                a more detailed assessment.
                                                                                                                                                                                     which aids in reducing the risk of
                                                                                                2. Risk assessment                                                                   falling.
                                                                                                If the risk screen indicates a positive
                                                                                                                                                                                     Despite an increase in the number of
                                                                                                risk of falling, a more detailed risk
                                                                                                                                                                                     high care residents in our aged care
                                                                                                assessment is completed. Audits
                                                                                                                                                                                     facilities, there was an18% decrease
                                                                                                conducted in September and March
                                                                                                                                                                                     in falls. Falls with a minor outcome
                                                                                                resulted in an average of 99% of
                                                                                                                                                                                     increased and are investigated as part
                                                                                                patients identified as being at risk
                                                                                                                                                                                     of the falls prevention plan. While falls
                                                                                                undergoing a more detailed
                                                                                                                                                                                     with a minor outcome did increase
                                                                                                assessment.
                                                                                                                                                                                     by 15%, the percentage of falls
                                                                                                3. Care plan to reduce risks                                                         resulting in a major outcome
                                                                                                Once the assessment is completed,                                                    remained steady at 2%.
                                                                                                                   Number of Falls West Gippsland Hospital

                                                                                                                                                                                                    200
                                                                                                180
                                                                                                                    180

Surgeon Mr Paul Ah-Tye (right) and the theatre team stop for ‘Time Out’ before commencing       160
an operation.
                                                                                                                                                                                                          160
                                                                                                                                                                                              159

                                                                                                140
                                                                                                                                                                                                                The graph shows an
                                                                                                                          136
                                                                                                             135

                                                                                                120                                                                                                             overall decrease in the
                                                                                                                                                                                        130

                                                                                                                                                                                                                number of falls at West
                                                                                                100                                                                                                             Gippsland Hospital over
                                                                                                                                                                                                                the last four years.
                                                                                                      94

                                                                                                80

                                                                                                60                                                                                                                  2009

                                                                                                40                                                                                                                  2008

                                                                                                20                                                                                                                  2007
                                                                                                                                 28

                                                                                                                                                     24
                                                                                                                                        22

                                                                                                                                                               5
                                                                                                                                               17

                                                                                                                                                                      2
                                                                                                                                                                            3

                                                                                                0                                                                                                                   2006
                                                                                                                 Falls
                                                                                                              with no
                                                                                                             adverse
                                                                                                            outcome

                                                                                                                                          Falls
                                                                                                                                          with
                                                                                                                                         minor
                                                                                                                                      outcome

                                                                                                                                                                   Falls with
                                                                                                                                                                       major
                                                                                                                                                                   outcome

                                                                                                                                                                                               Total
                                                                                                                                                                                                falls

    G Be actively involved in your own health care
    G Speak up if you have any questions or concerns                                                         Number of Falls Residential Aged Care (RAC)
    G Learn more about your condition or treatments                                             500
                                                                                                                                                                                                    519

    G Keep a list of all the medicines you are taking                                           450
                                                                                                                                                                                              455

                                                                                                                                                                                                          453
                                                                                                                    465

    G Make sure you understand the medicines you                                                400                                                                                                             Note: Andrews House at
      are taking                                                                                                                                                                                                      Trafalgar extended
                                                                                                             386

                                                                                                350
                                                                                                                                                                                                                      from 30 residents
                                                                                                                                                                                        376

    G Get the results of any test or procedure
                                                                                                                                                                                                                      to 50 residents
                                                                                                                          339

                                                                                                300
    G Talk about your options if you need go into hospital                                                                                                                                                            in 2007 with
                                                                                                                                                                                                                      an increased
    G Make sure you understand what will happen if you
                                                                                                      272

                                                                                                250
                                                                                                                                                                                                                      number of high
      need surgery or a procedure                                                               200                                                                                                                   care residents.
    G Make sure you, your doctor and your surgeon
                                                                                                150                                                                                                                 2009
      all agree on exactly what will be done
                                                                                                100                                                                                                                 2008
    G Before you leave hospital, ask your health care
                                                                                                                                                    102
                                                                                                                                101

                                                                                                                                      61

      professional to explain the treatment plan you will                                       50                                                                                                                  2007
                                                                                                                                                          52

                                                                                                                                                                                12
                                                                                                                                             50

      use at home.
                                                                                                                                                               8

                                                                                                                                                                         4

                                                                                                0                                                                                                                   2006
                                                                                                                 Falls
                                                                                                              with no
                                                                                                             adverse
                                                                                                            outcome

                                                                                                                                      Falls with
                                                                                                                                          minor
                                                                                                                                      outcome

                                                                                                                                                               Falls with
                                                                                                                                                                   major
                                                                                                                                                               outcome

                                                                                                                                                                                               Total
                                                                                                                                                                                                falls

TRIVIA QUESTION 3:                             How many babies were born at West Gippsland Hospital in 2008/2009? ANSWER ON PAGE 12.

                                                                                 PAGE 4 QUALITY OF CARE NEWS
Quality of Care News Wuman njinde...welcome.
Patient Safety
                     Medication safety                                                     The prescription, dispensing and
                                                                                           administration of medications are
                                                                                                                                                        Examples of these types of errors
                                                                                                                                                        include:
                                                                                                                                                        G writing the letter ‘u’ instead of the
                                                                                           high risk areas. While no medication
                                                                                           error brought harm to any patient                              whole word ‘unit’
                                                                                           or resident this year, medication                            G prescribing a product name like

                                                                                           management is taken very seriously.                            panadol rather than the medication
                                                                                           Of all incidents reported across the                           name paracetamol
                                                                                                                                                        G unclear hand writing which is
                                                                                           Group, medication errors remain one
                                                                                           of the most reported with an average                           difficult to read and understand.
                                                                                           of one reported every day.                                   This year, a comprehensive review
                                                                                           The reporting of medication errors                           was undertaken of insulin, heparin
                                                                                           followed by the close analysis of                            and administration of oral drugs, all
                                                                                           why they occurred is very important.                         considered to be high risk
                                                                                           This enables us to implement                                 medications. As a result:
                                                                                                                                                        G medical and nursing guidelines
                                                                                           strategies to prevent future errors
                                                                                                                                                          for insulin were reviewed to ensure
                                                                                           and to improve medication safety
                                                                                                                                                          best practice
                                                                                           overall. All staff are actively                              G high dose insulin syringes were
                                                                                           encouraged to report all medication                            removed from the general wards
                                                                                           incidents. This year 364 incidents                             to reduce the risk of high doses
                                                                                           were reported, 149 more than last                              of insulin being given by mistake
                                                                                           year with the majority relating to                           G the ‘PINCH’ strategy was introduced
Pharmacist Kenneth Ch’ng                                                                   errors in documentation.                                       and promoted as a reminder to
shows the new orange
                                                                                           As a proportion of the overall                                 staff to stop and consider the risk
oral dispensers introduced
this year to avoid oral                                                                                                                                   before prescribing or administering
                                                                                           number and variety of medications
drugs being administered                                                                                                                                  high risk drugs
                                                                                           administered at different times and                          G orange oral dispensers were
intravenously.
                                                                                           in varying ways throughout the day,                            introduced this year to replace
                                                                                           the number of reported medication                              clear dispensers to reduce the risk
                                                                                           errors is relatively small.                                    of liquid based oral drugs being
                                                                                           Documentation related errors are                               given intravenously. The intravenous
                                                                                           the highest recorded, with 126 errors                          attachment does not connect to the
                                                                                           in documentation reported this year.                           orange dispenser.

                                                    Taking the pressure off you
                                    Pressure Ulcer Stages                                        Percentage of Inpatients with                          Pressure areas on residents in our
                                                                                                documented Risk Assessment:                             residential aged care facilities are
     Stage 1                 Redness with skin in tact                                                April 2009 - WGH                                  measured differently than in the
     Stage 2                 Abrasion, blister or shallow crater on the skin surface                                                                    hospital setting. Some residents
                                                                                               WGH (Group B Hospital)                  100%
                                                                                                                                                        come into our care with existing
     Stage 3                 Deep crater into skin surface                                     State average                            81%             pressure areas.
     Stage 4                 Full thickness skin loss and muscle or bone damage                Other Group B Hospitals                  82%             These are measured as well as
                                                                                                                                                        pressure areas acquired while in
    Laying in the hospital bed can              pressure area. In this case, the main      Pressure area data is reported to DHS.                       our care. Both Andrews House
    bring some risks.                           focus is to heal any pressure areas        Three measurements are reported:                             and Cooinda Lodge reported low
                                                already present, while also avoiding       G Patients with a documented                                 numbers of pressures areas this
    Who would have thought that
    staying still can be harmful?               the development of new pressure              assessment of risk                                         year with results rating similar to
                                                areas.                                     G Pressure areas acquired in hospital
    It can result in developing a                                                                                                                       other aged care facilities when
                                                                                           G Pressure areas acquired in Cooinda
    pressure area. Pressure areas               The severity of a pressure area                                                                         measured as a rate per thousand
                                                                                             Lodge and Andrews House.                                   bed days.
    can occur when there is not                 is measured in four stages
    much movement, and pressure                 demonstrated in the table above.           Our data is then compared with other
    is placed on a specific part of the                                                    health services from across the State.                              Pressure Areas - Residential
                                                The following practices help us to
    body.                                       minimise the risk of pressure ulcers:                                                                             Aged Care 2008-2009
                                                G A pressure ulcer prevention policy             Hospital acquired pressure areas                       1.20
    So our elderly, and the less mobile
                                                                                                                                                                      1.21

    are at risk. Preventing pressure              guides staff                             12                                                           1.00
                                                G Nursing staff and Personal Care
    area points is part of our patient                                                                                              2008/09
    safety program.                               Workers trained to identify              10                                                           0.80

                                                  and assess people at risk                8
                                                                                                                                    2007/08
                                                                                                                                                        0.60
    Factors such as the inability to
                                                                                                                                                                                           0.67

                                                G Regular assessment of all
                                                                                                                                                                             0.65

                                                                                                                                    2006/07
    move, poor nutrition, smoking,                Cooinda Lodge and Andrews                6
                                                                                                                                                               0.51

                                                                                                                                                        0.40
                                                                                                                                                                                                  0.45

    age and illness increase the                  House residents
                                                                                                                                                                                                                       0.11
                                                                                                                                                                                    0.34

                                                                                           4                                                            0.20
    chance of someone developing                G Classifying all pressure areas
                                                                                                                                                                                                                                    0.04
                                                                                                                                                                                                                0.09
                                                                                                                                                                                                         0.17

                                                                                           2                                                            0
    a pressure area.                              according to severity scale
                                                                                                                                                                STAGE 1              STAGE 2              STAGE 3             STAGE 4
    Pressure ulcers used to be called           G Commencement of immediate                0
                                                                                                  STAGE 1

                                                                                                               STAGE 2

                                                                                                                          STAGE 3

                                                                                                                                              STAGE 4

    bedsores, and range from a                    treatment and management                                                                                                                  Andrews House

    reddened area, to a deep ulcer                strategies using latest techniques                                                                                                        Cooinda Lodge

    that eventually affects muscle                and products
                                                                                           The number of hospital acquired pressure areas                                                   State Average
                                                G Specialist wound management
    and bone.                                                                              increased slightly this year prompting an
                                                  program provided by highly trained       increased focus on education for nurses                      The graph above shows the rate of pressure
    Some people come into hospital                Clinical Nurse Specialists               and orientation of new staff.                                areas on residents per thousand bed days.
    or into an aged care home with a

    TRIVIA QUESTION 4:                          What is the most common first name of staff? ANSWER ON PAGE 12.

                                                                            PAGE 5 QUALITY OF CARE NEWS
Quality of Care News Wuman njinde...welcome.
Accessing our health service
                                                       The Emergency Department
Last year we reported that we were                                                                                   National Institute of Clinical Studies                           G   communication to General
                                                       Emergency Department Attendances
bursting at the seams and this year                                                                                  “Evidence in Action Prize” for best                                  Practitioners regarding what
has seen no change in the trend.                   17,000                                                            practice evidenced based                                             happened during the patients

                                                                                                            17,058
                                                                                                                     assessment process at the National                                   stay in hospital, and what referrals
The Emergency Department has                       16,500
                                                                                                                     Conference College of Emergency                                      were made to other services.
again broken attendance records

                                                                                                16,497
                                                   16,000
and seen an increase in the number                                                                                   Nurses. Nurse Unit Manager Sue
of presentations. A total of 17,058                15,500                                                            Colby was invited to sit on the

                                                                                      15,554
patients were seen this year, 561                  15,000
                                                                                                                     Department of Human Services state                                    DHS pleased with
more than last year, a 3% increase                            15,074                                                 steering committee for improving the                                  elective surgery progress

                                                                          14,949
                                                   14,500
and a 9% increase over the last 2                                                                                    assessment of people with chest pain
                                                                                                                                                                                           Managing the elective surgery
years.                                             14,000                                                            in the Emergency Department.
                                                                                                                                                                                           waiting list continues to present
This demand places staff and                       0                                                                 We continued the project, this year                                   many challenges. Irrespective
                                                                                                                     and achievements include:
                                                             2005

                                                                         2006

                                                                                     2007

                                                                                               2008

                                                                                                           2009
the physical environment under                                                                                                                                                             of the challenges, our staff
                                                                                                                     G revision of the chest pain worksheet
enormous pressure to meet the                                                                                                                                                              continue to identify areas to
                                                   admission. Data has been collected                                  to provide staff with prompts to
stringent DHS acceptable waiting                                                                                                                                                           make the operating theatre lists
                                                   to enable staff to analyse where time                               ensure care is delivered in a timely
times for patients guidelines. It is                                                                                                                                                       more efficient and to reduce
                                                   can be saved. A redesigning care                                    manner and improve
not uncommon for all cubicles, the                                                                                                                                                         elective surgery waiting times.
                                                   project worker has been appointed                                   documentation
corridor and waiting room to be full                                                                                                                                                       This has been achieved by
                                                   and trained in techniques that identify                           G improvements to discharge
at any one time.                                                                                                                                                                           offering extra theatre time to
                                                   areas where we can improve work                                     documentation
While demand has increased, we                                                                                       G a new data base as been
                                                                                                                                                                                           surgeons to perform surgery,
                                                   flow and reduce waiting times for
can report:                                                                                                            established to collect additional data                              performing routine general
                                                   patients.
G waiting times for category 3 patients                                                                              G the number of measures to monitor                                   surgery in the morning instead
                                                   Other improvements include:                                                                                                             of the afternoon so patients
  improved with 2% more patients                                                                                       performance and adherence to best
                                                   G The establishment of a safe room
  seen within the required time frame                                                                                  practice have been increased and                                    can be admitted as day cases
                                                     to care for patients with challenging                                                                                                 rather than staying overnight
G continued improvement in waiting                                                                                     strengthened so we can target more
                                                     behaviors
  times for category 4 patients with                                                                                   areas for improvement.                                              and by extending the length
                                                   G Increased nursing and senior
  3% more patients seen within the                                                                                   In a separate but related project,                                    of lists to operate on more
                                                     medical staff hours
  required time frames                                                                                               WGHG participated with 48 other                                       patients in a day.
G 90% of category 5 patients seen
                                                   To address unsafe capacity levels,
                                                                                                                     hospitals, in a national project                                      The DHS allocated an
  within the required time frame                   a tiered critical capacity process
                                                                                                                     focusing on the discharge                                             additional 409 WIES this year
G 3% less category 2 patients were
                                                   was implemented this year to provide
                                                                                                                     management of patients with                                           of which 139 were for the
  seen within the 10 minute time                   an early warning and to alert senior
                                                                                                                     acute coronary syndrome. Project                                      Commonwealth Government
  frame than last year, however this               staff to expedite actions to assist in
                                                                                                                     initiatives include:                                                  elective surgery initiative to
  is still 2% better than previous years.          relieving pressure on the department
                                                                                                                     G surveying General Practitioners                                     reduce the length of elective
The length of time a patient stays in              during peak times
                                                                                                                       to identify issues with discharge                                   surgery waiting lists.
the Emergency Department until a                   Planning has commenced on the                                       management                                                          This funding coupled with
bed becomes available in a hospital                refurbishment of the Mary Sargent                                 G surveying patients to identify
                                                                                                                                                                                           strategies contributed to an
ward is an ongoing concern. This                   building to improve capacity for day                                issues associated with medication
                                                                                                                                                                                           overall reduction in the waiting
difficulty in getting a bed is related to          procedures and free up bed capacity.                                management and their ability to
                                                                                                                                                                                           list with 638 patients listed at
the increase in presentations and the                                                                                  attend cardiac rehabilitation.
                                                   Improving the management                                                                                                                the end of the year, 16 less than
high occupancy rate in the hospital                                                                                  WGHG results indicated that we                                        last year. This is an excellent
                                                   of people with Chest Pain
and other related issues.                                                                                            provided good discharge information                                   result considering 3,207
                                                   Last year we reported on the work                                 and follow up. Two areas targeted for
In an effort to cope with the increasing                                                                                                                                                   operations were performed this
                                                   being done through the Acute                                      improvement were:
demands and to reduce waiting times                                                                                                                                                        year, 77 more than last year.
                                                   Coronary Syndrome Project to                                      G to improve the documentation
for patients, the Emergency                                                                                                                                                                We are pleased to report that
                                                   improve the management of people                                    of risk factors
Department and the Medical Ward                                                                                                                                                            all revised elective surgery
                                                   with chest pain.
are working together to redesign and                                                                                                                                                       targets set by DHS were met
improve the patients experience and                This project won the National Health                               Total Operations Performed 2008/2009
                                                   and Medical Research Council,                                                                                                           with 100% of all category one
care journey for patients requiring                                                                                       3,500
                                                                                                                                                                                           (the most urgent) patients
                                                                                                                          3,000                                                            waiting less than the
                                                                                                                                    3,207

                    Percentage of patients for admission to Ward
                                                                                                                                                                              3,107
                                                                                                                                                3,130

                                                                                                                                                                                           recommended 30 days for
                                                                                                                                                                     2,943
                                                                                                                                                         2,889

                                                                                                                          2,500
                                  2006/07        2007/08               2008/09           State average                                                                                     surgery and a 50.9% reduction
                                                                                                                          2,000                                                            in ‘long wait’ patients to the end
 Admitted within 12 hours            78%           81%                  81%                    87%
                                                                                                                          1,500                                                            of December.
 Admitted within 8 hours             64%           68%                  67%                    75%
                                                                                                                          1,000

The table above shows the percentage of people that required admission to a hospital bed that were
                                                                                                                          500
found a bed within 12 hours and 8 hours of attending the Emergency Department.
                                                                                                                          0
           Percentage of patients seen within the recommended time                                                                                                                    The table shows an additional 77 operations
                                                                                                                                   2009

                                                                                                                                               2008

                                                                                                                                                        2007

                                                                                                                                                                    2006

                                                                                                                                                                             2005

                                                                                                                                                                                      were performed this year.
 Most urgent         Category 1         100%                100%                   100%                  100%
                                                                                                                              Waiting List as at 30 June 2009
                     Category 2          85%                90%                    87%                   86%
                     Category 3          67%                69%                    71%                   79%          Urgency               Count of Waiting Episodes
                                                                                                                                                                                      The table shows the number, in three categories,
                                                                                                                      1                                        25                     of people on the elective surgery waiting list as
                     Category 4          62%                63%                    66%                   73%
                                                                                                                      2                                 282                           at 30 June, 2009 and the average waiting times
 Least urgent        Category 5          84%                90%                    90%                   89%                                                                          for surgery. Category 1 patients are the most
                                                                                                                      3                                  331                          urgent and should receive surgery within 30
The table above shows the percentage of people attending the Emergency Department in each                             Total                             638                           days, Category 2 within 90 days and Category 3
triage category that were seen within recommended time frames.                                                                                                                        within 365 days.

    TRIVIA QUESTION 5:                             How many meals were prepared this year by the Food Services Department? ANSWER ON PAGE 12.

                                                                                                PAGE 6 QUALITY OF CARE NEWS
Quality of Care News Wuman njinde...welcome.
Infection Control
                                           Hand hygiene
Hand hygiene is the most important                                              G by conducting regular awareness
                                                                                                                                                                  Cleaning standards
component of preventing infection.                                                campaigns
Our staff focus on cleaning their                                               G by completing regular audits and

hands thoroughly with audit results                                               comparing results with targets set
indicating consistent performance                                                 by DHS
                                                                                G by reporting audit results back
above expected targets.
                                                                                  to staff and advising where
The Victorian Quality Council hand                                                improvements can be made.
hygiene project implemented at                                                  Hand hygiene audits involve
WGHG in 2007 continues and is                                                   observing the number of times staff
an integral part of the infection                                               use hand hygiene products such
control program. With the support                                               as special alcohol hand rubs, against
of the Infection Control team, hand                                             the number of opportunities for hand
hygiene principles, education and                                               hygiene eg the use of alcohol hand
performance are demonstrated:                                                   rubs before and after touching
G as part of the staff orientation
                                                                                a patient or the equipment beside
  program                                                                       their bed.

                               Hand Hygiene Compliance

100%

                                                                         COMPLIANCE SET BY DHS: 55%               The graph shows the
90%
                                                                                                                  overall results of hand
80%                                                                                                               hygiene audits in the
                                                                   85%
                                                             81%

                                                                         81%

                                                                                                                  different departments.
                         79%

                                                                                                77%

70%
                                                                                                                  All departments were             Having a clean hospital is                        conducted. High risk areas such
       75%

                               73%

                                           73%
                                                 71%
                                     70%

                                                                                                      70%

                                                                                                                  well above the target
                                                                                                            69%

                                                                                                                                                   important to reduce the risk of                   as the operating room are
                                                       68%
                   67%

60%
                                                                                                                  of 55% set by DHS
             64%

                                                                                                                                                   people developing infections.                     measured differently as they
                                                                                          59%

                                                                                                                  with an overall average
                                                                                    57%

50%
                                                                                                                  improvement of 7%.               Some superbugs, that are                          require a higher level of cleanliness
40%                                                                                                                                                difficult to treat, live in dust and              than for example corridors. In
                                                                                                                     March 2009
30%                                                                                                                                                can easily spread to people                       addition to these regular internal
                                                                                                                     February 2008
                                                                                                                                                   on hands and equipment, so it is                  audits, audits are conducted by
20%
                                                                                                                     November 2007                 important that we make sure our                   external auditors with the results
10%                                                                                                                                                hospital is as clean as possible.                 reported to DHS.
0                                                                                                                                                  To ensure cleaning standards are                  Pictured above, Environmental Services
         Ward 2            Ward 3          Emergency            High            Ward 5           Average                                           met, regular cleaning audits are                  staff Dianne, Elaine, Sue, Margaret, Renee
                                           Department        Dependency
                                                                                                                                                                                                     are part of a highly trained team who ensure
                                                                Unit                                                                               Graph below, shows for the past five years,
                                                                                                                                                                                                     we achieve outstanding results in periodic
                                                                                                                                                   cleaning standards have remained well
                                                                                                                       Infection Control                                                             cleaning audits.
                                                                                                                                                   above benchmarks set by DHS.
                                                                                                                       staff Karenne
                                                                                                                       Nielsen (left) and
                                                                                                                       Coralie Tyrrell                                             Cleaning Standard Score
                                                                                                                       (right) take a
                                                                                                                       novel approach to                               SCORE SET BY DHS: 85%                  SCORE SET BY DHS: 80%
                                                                                                                       ‘testing’ staff hand                   100%

                                                                                                                       hygiene practices.
                                                                                                                                                              80%
                                                                                                                       Medical students
                                                                                                                       Sarah Cain (left)                      60%
                                                                                                                       and Jet Driver
                                                                                                                       (right) prepare to                     40%
                                                                                                                       place their cleaned
                                                                                                                                                                       95.20%

                                                                                                                                                                                                    95.50%

                                                                                                                                                                                                                  92.40%

                                                                                                                                                                                                                                91.40%

                                                                                                                       hands under the                        20%
                                                                                                                                                                                     95%

                                                                                                                       ultra violet light to
                                                                                                                                                              0
                                                                                                                       reveal how well
                                                                                                                                                                      2009          2008          2007           2006          2005
                                                                                                                       they cleaned their
                                                                                                                       hands.

             Managing H1N1(swine flu)
      With the dire warnings about                                                admission for patients at risk
      the potential severity of the                                               of having H1N1 to limit and
      H1N1 epidemic earlier this year, a                                          minimise the risk of exposure
      comprehensive management plan                                               to other patients, staff and
      was activated to manage the                                                 public in the Emergency
      situation. Strategies implemented                                           Department
                                                                                G public posters were updated
      included:
      G a patient screening system to
                                                                                  regularly and alcohol hand
         identify potential H1N1 cases                                            rubs were provided at main
                                                                                  entrances for public use
      G any identified patients were
                                                                                G Infection Control staff meeting
         isolated to protect exposure to
         other patients, staff and the                                            regularly with the Executive
         public to reduce the risk of                                             team for updates and to monitor
         further spread                                                           and plan for the potential impact
                                                                                  on the Emergency Department                                  Infection Control Clinical Nurse Specialist Coralie Tyrrell points out the poster reminding the
      G a hospital room was also                                                                                                               public to clean their hands during the H1N1 pandemic earlier this year and is happy that visitor
                                                                                  workload and staffing levels.
         dedicated to streamline direct                                                                                                        Brian Brewer is applying the alcohol hand rub as he enters West Gippsland Hospital.

      TRIVIA QUESTION 6:                                                        How many operations were performed this year? ANSWER ON PAGE 12.

                                                                                                                             PAGE 7 QUALITY OF CARE NEWS
Quality of Care News Wuman njinde...welcome.
Getting you involved
                                                                                                              Your care and you
                   Community                                                                 Being involved in and understanding       Our results are above the state
                 Advisory Council                                                            your daily care is important. The more
                                                                                             you understand what is happening to
                                                                                                                                       average and support the importance
                                                                                                                                       we place on consumer participation.
At WGHG we are committed to                  G development of this Report                    you the better you are able to cope
working with patients, their families,       G improving relations with the                  with your treatment. To help you           Consumer participation Indicator -
carers and the community to                    Aboriginal community                                                                                 VPSM
                                                                                             understand, specific information
improve the delivery of health care.         G participation on the Ethics                   relating to your care it is recorded,      WGHG                 81% satisfaction
WGHG works in partnership with                 committee, Hospital Admission                 and updated daily, in your ‘Patient
consumers at many different levels             Risk Program, Redesigning                     Care Pathway’.                             State average        79% satisfaction
                                               Care project and Improving
and a consumer participation                                                                 The Pathway provides guidance on
policy has been in place for a
                                               Care for Aboriginal People                                                              Please tell us
                                               project.                                      what we do for you each day eg any
number of years.                                                                                                                       At times when things don’t seem
                                                                                             specific dietary requirements, your
One way this is achieved is                  As part of the formal, periodic                                                           to go as they should, we want you
                                                                                             mobility or tests required to be
through the Community Advisory               accreditation process, external                                                           to tell us. This provides us with the
                                                                                             undertaken. Pathways are written
Council. The Council meets                   surveyors from the Australian                                                             opportunity to look into what
                                                                                             in patient friendly language and
monthly and actively seeks                   Council of Healthcare Standards                                                           happened, work out why, and try
                                             (ACHS) review how we involve                    mirror the Pathways used by nurses        to ensure it doesn’t happen again.
consumer input in relation to
                                             consumers. We are pleased to                    to plan and record your care.             We like being told and we encourage
people’s experiences, service
delivery and strategic planning.             report all requirements are met                 For patients with complex needs,          it.
This is achieved by:                         by the Group and an ‘extensive                  formal meetings are held with family      Some people may seem like they’re
G reviewing consumer related
                                             achievement’ rating was awarded                 members and the medical team              complaining, but it does help us to
  policies                                   for how well our consumers and                  looking after you.                        improve systems and processes.
G reviewing and recommending
                                             patients are informed of their                  Patient satisfaction                      We would rather know about any
  changes to written patient                 rights and responsibilities.                                                              concerns, so we can prevent them
                                                                                             Departments regularly conduct
  information                                The surveyors verified that we                  surveys to gather your thoughts           from occurring again.
G reviewing patient satisfaction             seek input from consumers,                      on the types and quality of services      When you make an official
  surveys                                    carers and the community in                     they deliver. One survey type that        complaint, it is reported to our
G reviewing patient care pathways            the planning, delivery and                      we rely upon is the Victorian Patient     executive management team and
G improving the web page                     evaluation of the health service                Satisfaction Monitor (VPSM), an           registered on a formal data base.
G development of a cultural                  and also make provision                         independent survey conducted              This is so that any trends can be
  diversity plan                             for consumers and patients                      throughout the year by an external        established. This year 95 complaints
G organisation planning by                   with special needs and                          body appointed by the DHS.                were registered.
  participation in the Board                 from culturally and linguistically
                                                                                             The survey provides data on our           There are many ways for you to tell
  planning day                               diverse backgrounds.
                                                                                             performance and is then compared          us your concerns. Please speak
                                                                                             to all other Victorian Hospitals.         to one of our staff members, fill
                                                                                                                                       in a Compliment and Complaint
                                                                                                  Victorian Patient Satisfaction       brochure available at all of our sites,
                                                                                                     Monitor WGHG results              write us a letter, or email us at
                                                                                                                                       info@wghg.com.au.
                                                                                                    2006/07             79.9%
                                                                                                                                       All complaints are investigated
                                                                                                    2007/08             80.4%          and followed up, where possible,
                                                                                                    2008/09             78.2%          with the complainant and senior
                                                                                                                                       management and/or the most
                                                                                                    State average        77.6%         appropriate person.
                                                                                                                                       Of course you’re also welcome
                                                                                             Outstanding achievements include:
                                                                                                                                       to tell us what you liked too!
                                                                                             G response time of nurses - 96%

                                                                                             G helpfulness of staff in general - 99%

                                                                                             Areas we need to improve:
                                                                                             G providing access to interpreters
                                                                                             G improving discharge information.

                                                                                             These areas are targeted for further
                                                                                             education and review in the coming
                                                                                             year.
                                                                                             Measuring your satisfaction as to
                                                                                             how we involve you in your care is
                                                                                             also achieved using the consumer
                                                                                             participation indicator of the VPSM
                                                                                             by asking the following questions:
                                                                                             G Did you have the opportunity to
                                                                                               ask questions about your condition
                                                                                               or treatment?
                                                                                             G Were you happy with the way staff
                                                                                               involved you in decisions about your
                                                                                               care?
Community Advisory Council members (L-R) Theresa Walker-Hassett, Laele Pepper,
                                                                                             G Did you find hospital staff listen to
Angela Greenall, Bev Dowie, CEO Ormond Pearson, Richard Morris, Michael McGuire,                                                       For a copy of our Compliments and Complaints
Linda Mullett and Kaylene McKinnon. Absent: Rosemary Joiner.                                   your health concerns?                   brochure, please telephone 5623 0631.

TRIVIA QUESTION 7:                           How many loaves of bread were eaten this year? ANSWER ON PAGE 12.

                                                                              PAGE 8 QUALITY OF CARE NEWS
Quality of Care News Wuman njinde...welcome.
Improving Care
                     Improving care
                    for older people
The Hospital Admission Risk Program
(HARP) was introduced last year to
improve health outcomes for clients
who meet specific criteria and have
chronic health conditions. By working
with them, General Practitioners and
other support people, clients are
assisted to better self manage their
condition and thus reduce hospital                                                                    Kids-Life! MEND (Mind,
admissions and presentations.
An extension to this program this                                                                    Exercise, Nutrition, Do It!)
year is the Improving Care for Older
                                                                                                 Kids-Life! MEND (Mind, Exercise,        towards a healthier lifestyle with
People (ICOP) project. The ICOP
                                                                                                 Nutrition, Do It!) is a fun program     nutritious foods, active living and
project includes improved staff
                                                                                                 offered FREE to families with           importantly developing the self
knowledge of person centred
                                                                                                 children aged between two and           confidence and self esteem of
care through education and the
                                          Physiotherapy assistant Adele Whelan                   12 who are interested in becoming       the children and family.
commencement of the Functional
                                          assists patient Maureen Davies to do                   more healthy and active.
Maintenance Program on the                                                                                                               MEND (Mind, Exercise,
                                          walking exercises as part of the inpatient
Medical Ward. Delivered in                functional maintenance program.                        The program teaches children            Nutrition, Do It!) is a 10 week
conjunction with allied health staff,                                                            and their parents the importance        group program with two sessions
                                          sessions where it is appropriate.
clients are encouraged to remain                                                                 of good nutrition and the benefits      per week for children and their
                                          Family and friends are also
active and prevent functional decline                                                            of being active through lots of fun     parents to attend together. All
                                          encouraged to help with activities
while in hospital.                                                                               games and activities. Families can      reports from participants who
                                          and exercises. They can be as
                                                                                                 attend either a group or individual     recently completed their 10 week
The program uses exercises and            simple as going for a walk
                                                                                                 program, depending upon their           program are that they are now
activities that help keep patients        together, doing a puzzle or
                                                                                                 needs.The benefit of the individual     eating better, their relationships
active during their stay in hospital      discussing the latest news.
                                                                                                 sessions is the tailored approach       with each other had improved
and is delivered in addition to the       Progress is monitored during the                       to suit each unique family. Some        and their physical activity had
physiotherapy programs that are           patients stay in hospital and is                       sessions include picnics in the         increased significantly.
part of the planned care provided         measured against a ‘six minute                         park, playing games in your own         Pictured above, new friends! Children
to patients.                              walk’ test and the ‘time to up and                                                             who recently completed the MEND
                                                                                                 neighbourhood, home visits after
Activities are supervised by an Allied    go’ test which measures how long                       school and some in school
                                                                                                                                         (Mind, Exercise, Nutrition, Do It!) program
                                                                                                                                         during one of their pool based exercise
Health Assistant, usually on a one        it takes for a patient to get up and                   sessions. Each family works             sessions.
to one basis with some group              start walking.
                                                                                                    If you would like more information about the Kids-Life! Program
                                                                                                   please telephone the Community Services Division on 5623 4500
                            Bev’s story                                                           and ask for the Kids-Life! Coordinator. Bookings are now being taken
                                                                                                                for Term 1 next year. Remember it’s FREE!
Drouin resident Bev Miller knows only     and support. After going home from
too well the benefit of the continuing    hospital, Bev was visited regularly
care journey at West Gippsland
Hospital.
                                          at home by the District Nurses who
                                          changed her wound dressings and                                   Accreditation update
Following a routine mammogram             made sure she was going along okay.                 Accreditation processes are in place       The project, while designed to identify
early in 2009, Bev was diagnosed          A side effect of breast surgery can                 to ensure that healthcare                  the benefit of short notice survey
with breast cancer for the second         be the retention of fluid known as                  organisations meet industry standards      methodology, provided the
time. For Bev, this started a journey     lymphoedema which can be helped                     and continually improve their systems      opportunity to identify gaps in
that saw her utilising a number of        by massage. Bev experienced this                    and processes. The achievement of a        our quality improvement processes.
our services in the hospital and          side effect and attended the                        successful accreditation is mandatory      Two days notice is provided to health
community settings.                       lymphoedema massage clinic also                     for all health services and aged care      services undergoing short notice
Bev underwent surgery the following       run by the District Nursing Service.                facilities. Accreditation surveys          surveys. We are pleased to report
week at the hospital to have the          Visiting Oncologist, John Scarlett, was             are conducted at regular intervals         that our robust continuous quality
breast removed and was immediately        Bev’s next port of call for follow up               depending on the type of survey.           improvement systems supported
referred to the McGrath breast care       and review as well as ongoing three                 Each accreditation survey identifies       our current accreditation status and
nurse, located at the Warragul District   monthly check ups with the surgeon.                 areas for improvements which are           all evidence that was required
Nursing Clinic, for follow up care                                                            reviewed at the next survey. This year     met all requirements.
                                          We are pleased to report Bev is ‘doing
                                                        really well’ and is an                we have been focussing on                  The Warragul Linen Service is
                                                        active member of the                  improvements to our patient flow           surveyed annually and holds
                                                        West Gippsland We                     through Emergency Department and           AS:NZS ISO 9001:2008 certification.
                                                        Insist on Good                        improving some of our documentation        Cooinda lodge and Andrews House
                                                        Support (WIGS)                        in preparation for the periodic review     underwent full accreditation with
                                                        Cancer Support                        in October.                                the Aged Care Standards Agency
                                                        Group.                                WGHG has also been at the forefront        in December and successfully
                                                              McGrath Breast Care             of evaluating National Accreditation       achieved compliance with the 44
                                                              Nurse Annette Houlahan          Methodology. This year we                  criteria surveyed. West Gippsland
                                                              chats with patient Bev Miller                                              Hospital and the Community
                                                                                              participated as one of 20 healthcare
                                                              following her surgery for
                                                              breast cancer.                  organisations nationally in a project to   Services Division are fully
                                                                                              evaluate the potential of “short notice”   accredited by the Australian
                                                                                              surveys.                                   Council of Healthcare Standards.

   TRIVIA QUESTION 8:                     How many litres of milk are consumed in one week? ANSWER ON PAGE 12.

                                                                              PAGE 9 QUALITY OF CARE NEWS
Quality of Care News Wuman njinde...welcome.
Clinical Governance
Clinical governance is the process         attendances at 182 different education        Risks identified are then directed     Development of formal guidelines
where the Board of Directors monitor       topics.                                       to the most appropriate committee      outlining conditions where referral
that we have the right people doing        Staff take compulsory annual training         or persons for action. Strategies      to a paediatrician is mandatory.
the right thing at the right time in the                                                 aimed at risk prevention are
                                           in their area of expertise. 350 nurses                                               RISKMAN incident recording
best and right way. It involves:                                                         identified, implemented and
                                           completed a total of 2,640 different
G ensuring an effective and safe
                                                                                         reported to the monthly Clinical       A new electronic risk management
                                           competency tests, a significant               Quality Committee.
  workforce;                                                                                                                    system, RISKMAN, was introduced
                                           increase on last year. These
G monitoring clinical effectiveness;                                                  Clinical Risk and Evaluation              this year to record all reported
                                           competencies include:
                                                                                                                                incidents. It provides real time
G managing clinical risks; and             G basic life support                       Council (CARE)
                                                                                                                                reporting to managers and other
G consumers in their own care.             G drug dose calculations                   CARE discusses an average of              senior staff responsible for
Right people                               G hand hygiene                             26.5 issues per month. This year          investigating incidents using
                                           G manual handling                          saw a 38% reduction in the number         automated electronic alerts. The staff
New staff undergo rigorous selection
                                           G falls                                    of complaints discussed and a 50%         member who generated the incident
to ensure they have the correct
                                           G neonatal resuscitation for midwives      reduction in the number of issues         report is able to see an outcome of
qualifications, experience and
                                           G fire safety
                                                                                      related to policies and procedures.       the investigation and the action taken.
credentials to undertake the tasks
                                                                                      However analysis of data shows an         Details are recorded on each incident
they are employed to do. Current           G food safety.
                                                                                      emerging trend pointing to the need       enabling us to get more refined
staff have their credentials and
                                           The best care...how we do it               to prevent delays in care                 reports and quickly discover
registration checked annually.
                                           To ensure clinical effectiveness we:       management.                               emerging trends.
                                           G enrol in projects to implement best      The work of CARE has resulted in          The most common types of incidents
 100% of nurses have current                 practice                                 a range of recommendations being          reported are falls, medication and
 practicing certificates                   G support our staff to learn about best    implemented to reduce risk. Some          aggressive behaviour incidents. We
                                             practice                                 of these improvements are:                recognise that it is difficult to ensure
 100% of doctors are credentialed          G foster and encourage ideas to            G setting up an “early warning critical
 according to best practice                                                                                                     that every incident is reported but we
                                             improve care delivery                      capacity process” to implement          have worked hard to encourage our
 guidelines                                G involve staff in planning and              actions to improve access to
                                                                                                                                staff to report incidents and near
 100% of doctors have current                redesigning systems and process            services in the Emergency
                                                                                                                                misses so we can learn from them.
 registration with the Medical Board         that improve the way we do things          Department at times when the
                                           G undertake a large number of audits         department is critically overloaded
 of Australia                                                                                                                        Incidents reported at WGHG
                                             and clinical indicators that measure     G revising processes to improve
 100% of staff have satisfactory             and monitor our clinical                   our response when a patient’s                  2006/07                   1730
 police checks including working             performance, compared to                   condition is deteriorating
 with children checks                        standards, and report these to the       G revising consent policies                      2007/08                  1502
                                             Clinical Quality Committee,              G revising medication protocols                  2008/09                  1378
A new project commenced this year is         Standards Committee and Board.           G a range of targeted education
the credentialing and defining scope         This helps ensure we are improving         campaigns to improve staff
of practice for staff in Allied Health       performance and aiming for best            knowledge eg improving the                         % of types of total
areas.                                       practice care                              management of arterial lines.                      reported incidents
                                           G constantly review our
Right thing,                                                                          Serious incidents have a high level
                                             documentation to ensure care is                                                     2006/07               Falls 42%
right time,                                                                           of investigation, including root cause
                                             accurately documented and                                                                                 Medication and
right way                                    communicated                             analysis. During this process every
                                                                                      detail of the incident and events                                IV related 15%
Our staff are guided by policies,          G involve patients and family in their
                                                                                      leading up to the incident are                                   Aggresive
procedures and protocols that are            care.
                                                                                      analysed to identify causes. The team                            behaviour 13%
regularly reviewed reflecting best         Managing risks                             then develops recommendations to           2007/08               Falls 45%
practice and supported by the latest
                                           Our comprehensive clinical risk            prevent the incident occurring again.
literature and research.                                                                                                                               Medication and
                                           management program which includes:         This year we completed two Root                                  IV related 13%
Staff rostering is organised and takes     G a commitment by the Board of             Cause Analyses. Recommendations                                  Aggresive
into consideration an appropriate mix        Directors and Executive team             included:                                                        behaviour 11%
of skill and experience.                     to a safety first environment            G improvements to operating suite
Orientation programs provide               G encouraging staff to report clinical       count sheets                             2008/09               Falls 37%
important information to all new             risks and incidents, to learn from       G development of a formalised                                    Medication and
staff. General orientation was provided      them and prevent them from                 process of self-assessment in                                  IV related 22%
for 121 new staff members this year          occurring again                            competence and confidence in                                   Aggresive
and 68 new nurses were provided            G investigating incidents,                   relation to scope of practice                                  behaviour 13%
with additional nursing orientation.         identifying underlying causes            G revision of nursing roster system
                                             and implementing strategies to             to reduce times of extended shifts
Experienced staff supervise and                                                                                                 Below, Heather Gillespie and Di More
                                             reduce risks                               when overtime is worked in the
mentor students. 120 staff completed                                                                                            demonstrate the electronic risk management
                                           G utilising technology to design             operating room.
a preceptorship program to build skills                                                                                         system implemented this year.
                                             out or minimise errors
in supervising and guiding new staff
                                           G regular reviews of policies,
and 32,000 hours of student clinical
                                             procedures, guidelines and
placement were undertaken this year.
                                             protocols to ensure they reflect
New graduate staff are mentored              current best practice
by senior staff to guide them through      G having in place and constantly
their first year in the workplace. Ten       revising programs to manage
nurse graduates completed their              known clinical risks (such as
graduate year this year.                     Infection Control risks)
                                           G a weekly meeting of the Clinical
Extensive ongoing education extends
scope of practice and keeps staff            Risk and Evaluation (CARE)
up to date with best practice. During        Council to discuss clinical
                                             incidents, complaints and issues.
the year there were 2,566 staff

   TRIVIA QUESTION 9:                      How many paracetamol tablets are dispensed each year? ANSWER ON PAGE 12.

                                                                       PAGE 10 QUALITY OF CARE NEWS
Care in the community
         The best of both worlds
                                                                                                                Black Saturday...
                                                                                                                 our response
                                                                                               On Saturday February 7 our health
                                                                                               service announced a Code Brown,
                                                                                               external disaster alert. Baw Baw
                                                                                               Shire was ringed with fire, and the
                                                                                               Princes Highway blocked in both
                                                                                               directions. With the outstanding
                                                                                               support of staff, emergency
                                                                                               procedures swung into action.
                                                                                               The day room at Cooinda Lodge
                                                                                               Nursing Home was cleared to
                                                                                               make way for residents evacuated
                                                                                               from Neerim South Nursing Home.
                                                                                               The Emergency Department
                                                                                               prepared for fire victims affected
                                                                                                                                      community members still need
                                                                                               by burns, smoke and minor
                                                                                                                                      our help and we are assisting
                                                                                               injuries. The hospital kitchen
When the time comes that your loved        Above, a highlight of the week for Cooinda                                                 them through our Community
                                           Lodge residents is the art program. Working on      provided meals to ambulance staff,
ones moves into one of our residential                                                                                                Services division. The Baw Baw
                                           their masterpieces are residents (L-R) Sophia,      and the Warragul Linen Service
aged care facilities, Cooinda Lodge        Margaret, Joahanna, Billie and Marie with
                                                                                                                                      Bush Fire case management
                                                                                               made linen available to emergency
in Warragul or Andrews House at            Lifestyle Coordinator Pauline Boorer and Art                                               team is located at our Community
                                                                                               relief centres. The Community
Trafalgar, you can rest assured            Therapist Joan Bognuda.                                                                    Health Centre in Gladstone in
                                                                                               Service counselling team arrived
knowing they’ll continue to be             raised is then used to buy supplies to                                                     Warragul and is working closely
                                                                                               at the relief centres by mid
part of the wider community.               make items to donate or to make a                                                          with the other support services
                                                                                               afternoon to provide support.
                                           monetary donation to a charity.                                                            we provide from that Centre.
An ongoing highlight for residents                                                             The bushfires were devastating         Above, Louise helps defend the Labertouche
is the diversity of lifestyle enjoyed      Donations made this year included:
                                                                                               for our community. Even though         property of Liz Winkel and Leigh Bedson.
through programs organised                 G 50 calico dolls to the St John’s                                                         Liz and Leigh are receiving ongoing support
                                                                                               several months have passed since
“in-house” as well as those designed         Ambulance needles and thread                                                             from the Bushfire Case Management team
                                             program                                           those fateful days, the support        located at our Warragul Community
to involve them in the wider                                                                   we provide is ongoing. Countless       Services Division.
                                           G A slab of beer for local fire fighters
community.
                                             who helped on Black Saturday
An art program was commenced this
year at Cooinda Lodge to provide the
                                           G Groceries to fire victims
                                           G $95.00 to the Cancer Council
                                                                                                     Providing the essentials
opportunity for residents to express         Biggest Morning Tea
their thoughts, feelings and memories      G West Gippsland Healthcare Group
of days gone by through painting.            Murray to Moyne Cycle Relay team
The year culminated in the unveiling       G A box of groceries for the Salvation
of a painted collage entitled ‘Moments       Army to help a local family in need
in Time’ that depicts a special memory     Another special project is the
in time from each resident. Measuring      ‘Operation Christmas Child
4.5 x 1.5 m and with a central theme       Samaritan’s Purse’. To help children
of the bubbling water fountain in          in overseas countries caught up in
the Cooinda garden , the collage           the midst of war, famine, natural
encapsulates memories of gardening,        disasters and extreme poverty,
pets, children and family, horse riding,   residents fill shoe boxes with school
growing up in Europe, the beach,           supplies, toys and personal items                   Thanks to the ongoing generous         the Australian Government for
farming, working days, cooking and         that will be distributed to children                donations of local churches,           funding an additional $34,000 to
the war years. Residents are looking       at Christmas. These boxes become                    service clubs and individuals, our     meet this demand. At Christmas
forward to hosting their own exhibition    treasured gifts to children who have                Emergency Relief program is able       time, the Emergency Relief
at the West Gippsland Arts Centre in       never received gifts before.                        to provide practical help to local     Coordinator works closely with
the coming year.                                                                               families in need.                      the Warragul Gazette, Salvation
                                           “Enjoyment and satisfaction in
Following the Black Saturday                                                                   Each week around 20 people are         Army and the Christian Family
                                           remaining an active member of the
bushfires residents had a great desire                                                         assisted in a practical way through    Church food bank to prepare
                                           wider community is the best part of
to be able to help so a “yellow day”                                                           the program which is another part      over 120 Christmas hampers to
                                           these programs”, said an Andrews
was held. Residents and staff enjoyed                                                          of our community health service        brighten the Christmas of many
                                           House resident.
making and eating yellow cup cakes                                                             provided at Gladstone Street in        families. For further information
with the funds raised donated to the                                                           Warragul.                              about the Emergency Relief
Drouin West Fire Brigade.                                                                      Food, petrol vouchers, assistance      program telephone the Warragul
                                                                                               with utility bills and general         Community Services Division on
The “Random Act of Kindness”
                                                                                               household expenses is available        5623 4500.
program at Andrews House provides
residents with the opportunity to                                                              to assist people in difficult          Pictured above, the wonderful team of
                                                                                                                                      volunteers and staff preparing to pack
consider people and groups in the                                                              circumstances. The demand for          Christmas Hampers are back row (L-R)
wider community who need a helping                                                             this service increased significantly   Alice Faragher, Margaret Lawrence,
hand. With the support of volunteers,                                                          this year following the Black          Rodney Dyson, Kate Palmer, Tanaya
                                                                                                                                      McKinnon, Lauren Gordon, Anita Hermans,
staff and family members, residents                                                            Saturday bushfires with 898
                                                                                                                                      Sam Stephens and Julie Ettery. Front row
get together at the in-house “café”                                                            occasions of service, 192 more         (L-R) Major Warren Elliott, Anne Pascoe,
                                           Above, Andrews House resident Gwen Higgins
once a month where they enjoy              stuffs a calico doll for the Random Act of          than last year. We are grateful to     Lauren Roche and Stephanie Keeble.
cappuccinos and cake. The money            Kindness program.

   TRIVIA QUESTION 10:                      How many units of blood (around 300ml) are used in one year? ANSWER ON PAGE 12.

                                                                            PAGE 11 QUALITY OF CARE NEWS
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