From the youngest in our community to the oldest. It’s our quality of care – it’s the way we care.
A M
ULTI PURPOSE SERVICE
OTWAY HEALTH
QUALITY OF CARE 2013-2014
FREE
Contents 1 Welcome 2 Wrap Around Care 3 & 4Early Years 5 & 6Youth & Seniors 7Volunteers in Action 8Art Attack 9 & 10Peers Mentor the Way 11Workouts & Wines 12 Out & About 13 Healthy Food 14Access All Services 15 & 16 The Buzz About 17 Good, Better, Best 18 & 19Quality & Safety 20 - 25Feedback 24 & 26
Quality of Care2013-2014 Contents
* Otway Health services the Colac-Otway South Region, comprising of the townships of Separation Creek, Wye River, Kennett River, Skenes Creek, Apollo Bay, Marengo, Lavers Hill, Yuulong, Ferguson, Beech Forest and Forrest.
5.5% unemployment43 people of
Aboriginal or Torres Strait
Islander descent
Otway Health’s Service Region*
Average age 49 years
3,244 people reside here
386 families reside here
Average is 1.7 children
per family
77.5% of residents born
in Australia
By 2025 26.8% of population will be over 65
years of age
4.2% have severe or profound
disability
6.3% require assistance with core activities
Welcome to another addition of our annual Quality of Care Report, a great way to inform you of all the happenings at Otway Health.
We have spent the year growing and developing, much like the region we serve. We currently employ just over one hundred staff and are assisted by approximately eighty volunteers in areas as diverse as childcare, retail, nursing, accounts, gardening, physiotherapy and home care, to name just a few. We service the Colac Otway-South Region and our community is both regional and isolated geographically. We are up to seventy kilometres from the closest major town but the services we provide aim to span the distance. We do this by providing affordable primary care and home care services, as well as managing and operating a 24/7 Urgent Care Unit and four acute beds. We provide high and low residential aged care and many community based activities and education through the three neighbourhood houses. To do this all with current staffing levels is a true attestation to the dedication and commitment shown by our staff and volunteers.
Through our Board, Otway Health is accountable to the Commonwealth Government and the Victorian Government for the efficiency and
integrity of operations and the quality of the services provided. Funding arrangements for multi-purpose services (MPS) consist of Commonwealth and State Aged Care as well as Rural Primary Health funding. At a local level these funding arrangements facilitate a greater degree of flexibility to the MPS, allowing a range and type of appropriate services to be provided in response to the identified needs of our community.
The highlights of this year has seen Otway Health plan and build for the future, continue to achieve full accreditation in all areas as well as develop new services for the community. All of which you can read about throughout this magazine.On behalf of Otway Health’s Board, management, staff and volunteers, I am proud to present our 2013-2014 Quality of Care Report.
Happy Reading,
Linda WestCEO Otway Health
Why we produce the Quality of Care ReportThe Victorian Government requires that we produce an annual Quality of Care Report to increase community awareness of the safety and quality of Otway Health’s services.
DisclaimerThis publication is intended only as a general guide to the services provided by Otway Health. It does not substitute health advice from a medical or health specialist or general practitioner.
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Front Cover: Left: Ricky at the Apollo Bay Children’s Centre. Middle: Pam Little, supervisor for the Friend-in-Hand Volunteer massage program with resident Sonja Fankhanel. Right: Gay uses the new i-STAT blood testing machine.
After much consultation and partnering with Barwon Health, Otway Health happily secured the visiting Mobile Dental van in Apollo Bay for Spring 2014.
In December 2013, Peter suffered a massive stroke, was taken by ambulance to Otway Health for assessment and then transferred by air to The Alfred Hospital in Melbourne. Once there he was admitted to the Intensive Care Unit, where he stayed for over a week. From there he was transferred to The Geelong Hospital and then at the end of the month, to The MacKellar Centre of Barwon Health to commence neurological rehabilitation.
But Peter desperately wanted to return to Apollo Bay to be closer to his friends, family and much loved farm. Otway Health was there to help make this happen; knowing full well the benefit being close to home would have on Peter’s recovery. Otway Health initiated multi-disciplinary discussions to develop Peter’s care and rehabilitation plan. These discussions spanned the gamut of Otway Health’s services, engaging the Manager Clinical Care, Manager Community Services, Community Care Co-ordinator, Physiotherapist, Occupational Therapist, Allied Health Assistants, Welfare Officer and Nurse Unit Manager. As a result of the detailed and broad care plan developed by Otway Health, Peter was back in ‘The Bay’ by the end of February and he became a temporary resident in our high care Barham Wing.
To start with, Peter required an intense level of care to help with all his mobility and used a wheelchair to get around. Even in these initial stages, being close to home rallied Peter to work hard on his own rehabilitation. The nursing staff at Otway Health were very quickly won over by Peter, Gail Palmer, Manager Clinical Care says that
“From the moment he arrived at Otway Health, his positive attitude bought a ray of sunshine to the whole service.”
Within the first week of Peter’s stay at Otway Health he was linked in with the Primary Health Care Team, where he received bells and whistles treatment.
“This is the beauty of Otway Health as a Multi-Purpose Service”, says Anne Rout, Manager Community Services. “We can access and deliver all the services Peter needs right here in Apollo Bay and we can co-ordinate his care. Without this, Peter would have had to stay hospitalised in Geelong far longer, keeping him away from his beloved farm.”
Over the next seven months and as Peter’s stay progressed, he received 197 appointments from the Primary Health Care Team (see fig. a). A few months after returning to Otway Health, Peter’s determination saw him moved from the Barham Wing to the more independent living arrangements in the Laura Pengilley Wing. Here, Peter became a firm favorite with the other residents, who cheered him on with every improvement made.
Part of Peter’s initial and ongoing care at Otway Health involved weekly home visits with his very supportive son and daughter, keeping him connected to his farm and former life. Following assistance from Otway Health’s Welfare Worker and Occupational Therapist, Peter was accepted as a client by the National Disability Insurance Scheme and some aspects of his home were modified to support his increased time there.
Happy to be home – truer words were never spoken of Peter Gardiner, whose journey from shock illness to recovery at home is a great example of the “wrap around care” that Otway Health provides.Peter Gardiner is not afraid of hard work and as one of the last remaining live-stock farmers in the area; he is determined and self-driven, qualities that have enabled him to return home just eight months after his life was put on hold. The team from Otway Health was on board and ready to assist Peter through services and programs that he could access close to home, so he endured no more hospitalisation than was absolutely necessary.
Five months after coming to Otway Health, Peter was ambulating independently, indoors and out, using a four point stick and the wheelchair was no longer required for short distances. Peter’s determination didn’t let up and eight months after his initial episode, he decided it was time to return home and resume his life. Peter continues to receive support from Otway Health in terms of Primary Health Care but his life is more like it used to be. He is an amazing example of what can be achieved with a positive attitude, a supportive family and the team at Otway Health.
This is true “wrap around care” which occurs seamlessly because at Otway Health all services and practitioners on site work together, for the best outcome of each and every “Peter Gardiner”.
Home & Community
Care29 sessions
Occupational Therapy59 sessions
Physiotherapy28 sessions
ExerciseTherapy66 sessions Welfare
WorkerAssistance 28 sessions
Hand Care5 sessions
Eye Care 1 session
Podiatry2 sessions
PropertyMaintenance
1 session
Peter’s Appointments
2013-14
Figure a
Wrap around care the special way we care
A review against the Community Common Care [CCC] standards was undertaken in April 2014 for Home Care programs. Fifteen CCC standards were met at the accreditation review and three were met within 30 days.
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Photo: Peter Gardiner (left) and his son home on the farm.
The early years taking supported steps
Otway Health may well be a small organisation, but it is big on children’s care, aiming to escort new families from pre-birth through to starting school. With an emphasis on health and education, new babies and their parents can be looked after every step of the way as they toddle and progress through the early years.
Step 1Antenatal
Classes
Step 2Postnatal Support
Step 3Immunisations
Step 4Infant
Massage
Step 5 Developmental
Screening Step 6Young
Readers
Step 7Moving
Monkeys
Step 8 SmallTalk
Step 9 Smiles 4 Miles
1. Antenatal classes come in various forms the world over but they all have the same aim – to help prepare new mums and dads for labour, birth and early parenthood.
2. Postnatal Support from Otway Health can come straight to the family door with the option for family meals, home care, lactation advice and baby care.
3. Immunisations for children are offered by Otway Health in line with the Immunise Australia Program which funds free vaccination programs. Advice and care is delivered by our Maternity Services Program.
4. Infant Massage program delivered by our Occupational Therapist in conjunction with the Maternal Child Health Nurse at newly established mothers groups.
5. Developmental Screening programs at the Apollo Bay Children’s Centre and Apollo Bay Preschool.
6. Young Readers program – a literacy program that provides families with vouchers for books at their child’s 18 month assessment. The books are available at the Apollo Bay Library and families are encouraged to join. This program is funded by a grant from the Bendigo Bank.
7. Moving Monkeys is a motor skills play program run by Otway Health’s Occupational Therapist at the Apollo Bay P-12 College Leisure Centre.
8. Small Talk and the HIPPY programs delivered in conjunction with Glastonbury from Geelong are aimed at improving early and development foundations for infants and young children.
9. Smiles 4 Miles is an Oral Health Program delivered by Otway Health’s Occupational Therapist at Apollo Bay Preschool, Forrest Preschool and Lavers Hill Preschool.
All the Early Years Programs form the Kids Early Years Network (Southern), which addresses developmental delays identified in children across the Otway Health catchment. In 2013-14 these programs ran in partnership with the Apollo Bay Preschool, Apollo Bay P-12 College, Apollo Bay Children’s Centre as well as the Maternal Child Health Nurse and the Occupational Therapist at Otway Health.
Six years of professional development supported by Otway Health, sees Childhood Educator, Di Carter’s career flourish and the Apollo Bay Children’s Centre is all the better for it.Diana Carter started working at Apollo Bay Children’s Centre in July 2008 with only experience being a mum of three beautiful children. Encouraged by the team at Otway Health, she began her traineeship in a Certificate III in Children’s Services whilst still working part-time at the centre. She says of that time in her life that
“Otway Health was fantastic and supportive with funding and study time which allowed me to complete the Certificate training and go on to the Diploma Level.”
When she completed her studies, Di settled into the role of Room Leader and Cover Shift Worker at the Children’s Centre. As her confidence grew, she began taking on larger roles within Otway Health and is now an active member of several committees advocating for a positive work environment. She often attends professional development seminars outside of Otway Health to add to her growing array of education and experience.
“Over my years here at Otway Health I have worked with many wonderful and inspirational people, especially in childcare, and have noticed the need for more qualified staff to continue to make our centre amazing. I have taken on mentoring junior staff to assist them when I can and have seen the implementation of a succession plan specific to childcare.”
In 2013 the role of Childhood Educator became vacant and after much consideration and encouragement, she applied for the role and was successful. Ready to take on more study, she began the Bachelor of Education (Early Childhood) through Swinburne University. She has been supported by Otway Health who assist through paid study leave for her practicum placements. In 2014 she received a Federal Government Grant for her university fees.
“I have found the Educator role both fun and challenging. My role is one of support, I support the Childcare Co-ordinator in her role of the day to day running of the centre and I support the staff with training, programming and anything else that should arise. I also liaise with management and companies outside Otway Health for the training and professional development of our staff.”
The support Otway Health have offered Di has been invested wisely as in her present role she has been successful in attracting more funding for the centre. In 2014 she was successful in obtaining State Government support for the professional development of all staff. And she won’t stop there, on her project list for the next year is to obtain funding to redevelop both outdoor playgrounds and upgrade facilities at the centre.
“It’s a busy role” she says, “but I thoroughly enjoy it and look forward to seeing more happy children and families pass through our centre as the years go by.”
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Photo: Left: Billie in the Smiles for Miles Program. Right: Ricky at the Apollo Bay Children’s Centre.
Youth & Seniors language & laughter
Our Volunteer Program reaches through to the local school too, with students from the Apollo Bay P-12 College visiting our residents fortnightly during the term.
Otway Health’s ongoing partnership with the Apollo Bay P-12 College aims to enrich the connection between young people and seniors. Ten year olds, Morgan Forrester and Charlotte Howell are two of a dozen students that visit our residents fortnightly during the school terms. The program has been a mainstay for over five years and has seen many students through the door sharing good times and life experiences. Every new group of students brings a different energy to the building and take home different tales.
Dorothy Riches, Personal Care Attendant at Otway Health tells a lovely story of the first day this current group of students came to visit.
“One of our residents can lapse into her native tongue when excited and was talking energetically to a group of students in German. The students, all of whom looked confused and bemused were nodding and smiling politely and then our resident punctuated the end of her story with a larger than life laugh. “Phew” said one student as he assured the group, “at least she can laugh in English.”
ChildcareAssistance
52 hours
Meals on Wheels
1,456 hours
Friendly Visits
156 hours
BookDelivery48 hours
Second SailsRetail
7,488 hours
Gardening520 hours
ComputerTraining
4 hours
Friend InHand Massage
108 hours
Volunteer hours donated to Otway
Health 2013-14
Volunteers are community in action
In 2011, Otway Health established a volunteer run “Friend-in-Hand” program with the aim of training volunteers to deliver twenty minute hand massages to the residents in the Laura Pengilley Wing as well as the Thursday Planned Activity Group. The program has gone from strength to strength as residents and volunteers alike enjoy the social and intimate environment. Otway Health employee, and now Friend-In-Hand Program supervisor, Pam Little, initially trained as a volunteer. As the program grew
and grew, her role developed into more of a supervisor and point of contact for the volunteers. Pam describes her experience with the volunteers,
“They are the most committed and professional group of volunteers I have ever had the privilege to work with. Every Tuesday the residents look forward to meeting them and the vibe in the room is relaxing and caring.”
Our volunteers bring the world to us, offering their time and life experience to enhance the programs we offer and the way that we care.
Otway Health Activities Co-ordinator Warren Powell agrees,
“The residents truly love Tuesdays when the Friend-In-Hand volunteers arrive. This program could definitely not run without them.”
And the training is not for the faint hearted. Volunteers are put through a five week training program, learning about anatomy as well as massage delivery techniques and social aspects of the program. The training aims to provide volunteers with the skills and confidence to perform hand massages whilst developing a greater understanding of working with some of our more elderly residents.
In 2014, Otway Health set about training the third group of Friend-In-Hand volunteers and hopes that the program will continue well into the future.
All profit is donated to Otway Health for
supporting community health outcomes
Volunteer Power at Second Sails
Total sales 2013-14 over $182,000
Open 328 days in the year
Volunteers average 8 hours a
week service
7 8
Photo: Morgan and Charlotte from Apollo Bay P12 College visit resident Dorothy Marriner.
Photo: Pam Little, supervisor of the Friend-in-Hand volunteer massage program with resident Sonja Fankhanel.
Most Fridays for the past five years, Forrest Neighbourhood House has been a hive of creativity as visual art students under the guiding eye of tutor Salvina Conti, have drawn, painted, sculpted, printed, explored, envisioned, practiced, and honed their skills.
All who have attended from the Certificate II through to the Diploma can attest to being part of a creative family, sharing an exciting journey into the visual arts, being encouraged to explore personal visions and to find ways to express those visions in a nurturing and supported environment.
At the end of each year, friends, family and community are invited to a much anticipated exhibition which never fails to amaze. The level of artistic achievement is very high and often pieces are sold. The experience of preparing for and staging an exhibition is all part of the journey the students take along the way to being successful independent artists. The collaboration with other students has cemented lifelong friendships, with many who have moved on to explore their own
paths, returning from time to time to share a meal, a laugh and to stoke the creative fires that burn at the heart of every artist.
The Forrest Neighbourhood House in partnership with South West TAFE, is proud to continue to nurture the spark of creativity in anyone who wishes to follow the artists way.
Exquisite Corpses’ is the title of the 2013 -2014 flagship art project at Apollo Bay’s Neighbourhood House, Marrar Woorn. The brainchild of artist and art educator, Doris Hansen, the project was based around sequential work, with its modern day roots in the Surrealist Movement at the turn of the 20th Century.
Covering a range of mediums including pen and ink, watercolour and mixed media, the technique involved a piece of paper folded in three and each artist completed a section without seeing the previous work. The whole work was only seen when the last section was completed, the results range from the bizarre to the beautiful. The works are a melding of a variety of styles and materials including embroidery, pen, pencil, ink, watercolour and mixed media. Each section of each artwork stands alone for its beauty and creativity but together they demand attention for their colour and form. This was an important project for local artists to get together to expand their repertoire and style.
Marrar Woorn ran these workshops in partnership with local arts body, Apollo Bay Arts Inc., funded by the government program Learn Local. These workshops have also been delivered throughout the region, from Apollo Bay to Forrest and Colac. Many groups have contributed to the pieces, such as the Forrest Friday Art Group and the Colac Art Group and all were grateful for the expert tutelage by Doris, who was
“happy to have this artistic dream turn into a reality, it would have been too hard to navigate without the support of Rhiannon Cox from Marrar Woorn and the funding from Learn Local.”
Over fifteen artists created over forty artworks that will be displayed and available for purchase in partnership with the Apollo Bay Arts Inc. Gallery from November 22 to December 7th 2014 and all proceeds raised from the sale of the artworks will be donated to Apollo Bay Arts Inc. to further support arts development in the region.
Art attack atneighbourhood houses
Art is everywhere at all three Neighbourhood Houses in the region, with creative types learning and teaching each other weekly at Forrest, Lavers and District as well as the Marrar Woorn Neighbourhood Houses.
Marrar Woorn Neighbourhood
House
Lavers Hill & District Community House was delighted this year to launch the Certificate III in Visual Arts (Textiles) in partnership with South West TAFE. Tutor Sue Ferrari has been delivering textiles workshops in Lavers Hill for years and has an enthusiastic following.
Ten students from a range of backgrounds have gone “back to school” once a week – quite literally as the course is held at the Lavers Hill P-12 College. For some it is an opportunity to reach a higher level of education, while for others a way to delve deeper into their passion. The two year course is designed so that a new group of students will be able to start in term one in 2015 and learn side by side with second year
students before completing the remaining units in 2016.
From the softness of textiles to the gritty art of dry stone walls; talented Alistair Tune presented a three day walling workshop to an enthusiastic group in May. Braving the cold ridge air, participants learnt about how to piece together straight lines, curves and corners with no concrete, to build a wall that should last for generations, like those built by convicts that still stand in Alistair’s home town of Camperdown.
Lavers Hill Community House is looking at new ways to deliver adult education and other services on the Ridge and beyond and forging a new partnership with Gellibrand Community House to remain responsive to the needs of our remote and changing communities.
Lavers Hill & District Community
House
9 10
Exquisite Corpses artwork contributors: Left: Frog by Karen Hansen, Lyndi Whalen & Jo Forrest. Right: Emu by Peggy Treveton, Isha Pascoe & Joan Rowlands.
Forrest Neighbourhood
House
Being a young adult can be tough, especially growing up in an isolated community. Otway Health’s Youth Program fosters life skills that are demonstrated as the older youth group members mentor the younger ones.
Otway Health’s Youth Program offers a positive social outlet and provides support to young people and their families.
It helps those in our community whose lives are impacted by issues surrounding rural living; isolation, identity, family, peer support, disability, economy and education. The objective of the Youth Program is to offer ongoing sustainable support for people in the community aged between 12 and 18. The program aims to engage, empower and encourage young people to succeed.
The Youth Program provides exciting and safe activities in a vibrant, healthy and secure venue. It empowers participants by helping to build their capacity to look after themselves, make a positive difference in their community and to their own wellbeing. It encourages them to act and make decisions for which they are accountable and responsible; a great life skill to have.
As the region has limited activities for young people, Otway Health’s Youth Program bridges a gap in service provision. This kind of supported emotional and mental development has a profound impact on wellbeing. The program has seen measurable success with attendance records increasing at the regular Friday night drop in sessions. It is a relaxed program that runs every Friday with a focus on self-reliance. Sports play a big role and recently the Apollo Bay Branch of the Bendigo Bank offered sponsorship in the form of new sports equipment; basketball rings, cricket equipment and sports balls. There is internet access and television so often movie nights are on the cards, as are craft projects. Periodically they will host visitors from interstate and recently made welcome a group from the Northern Territory.
Youth Program Co-ordinator, Toni Rooke has been impressed with the kids over the years,
“It has been great to watch past group participants become mentors for the new group members,” she says, “Some of the older members now have employment opportunities with us, building on the time they have spent in the program. Many are completing their secondary education and moving on to further education with bright futures ahead of them. “
These success stories are a testament to these young people as well as Otway Health’s Youth program.
ApolloBayYouthGroup
Well into its third year, Otway Health’s monthly men’s lunch group is still going strong with up to twenty blokes chatting and catching up at the Apollo Bay Hotel.
The aim of the group is to help engage men in meaningful social contact in a non-threatening environment, so the choice of venue is perfect. Otway Health provides transport for those that need it and the Apollo Bay Hotel subsidises meals so the blokes get a decent feed, can indulge in a drink and still get change from fifteen dollars.
Some members of the group arrived at the first meet and have turned up ever since and others are new to town, but all get to catch up on local news.
In a development for 2014, the ladies have called for their own regular lunch group and Otway Health is planning the same program for them. The only difference may well be a glass of wine instead of a pot of beer.
It may seem that exercise and wine in moderation are basically opposed, but both can have positive outcomes. One encourages mental fitness through socialising and the other has obvious physical benefits. In 2013-2014, Otway Health organised a venue for monthly lunches for men, will soon do so for women, and is developing a gym venue for community exercise.
Five years ago Otway Health had a vision that Apollo Bay would benefit from an accessible and modern gym, in keeping with the focus on health and well-being.
Otway Health received a very generous bequest some years ago from one of our local characters, Dorothy Eichenberger. This bequest enabled Otway Health in 2014 to begin the conversion of the old Ambulance Station into an appropriate
space for a gym and to purchase the new gym equipment. In 2013 expressions were sought for a suitably qualified person to lease the building with the sole purpose of operating the Community Gym as their business. Lonnie Pitcher impressed the selection committee with over 10 years’ experience running his own business as a personal trainer in Geelong.
Lonnie has christened his business ‘The Gym - Apollo Bay’ and is excited to become actively involved in the community and forthcoming events within Apollo Bay and the surrounding areas. All of these services are very much needed in a town starved of contemporary exercise facilities. Community excitement has been growing with recent online activity announcing the start of the gym building to a fan-fare of support.
“This is the most exciting news I’ve had in a long time” said one resident, “Fan-flaming-tastic”, echoed another.
Workouts & wines healthy bodies & minds
Peers mentorthe way in the bay
11 12
Photo: Youth Program regulars just hanging out.
Photo: Top: Alex, Russell & Durey enjoying the Men’s Lunch. Bottom: Lonnie Pitcher & Otway Health staff get ready for the gym.
Out & about community activities
Socially isolated no more, the Planned Activity Group is a program that provides some community members with a chance to meet and participate in a range of activities. Supported by a dedicated team from Otway Health and Volunteers, the group meet weekly here, there and everywhere.
Otway Health’s Planned Activity Groups (PAGs) focuses on bringing people together weekly, sharing a meal and activities that range from creating origami, to cooking and guest speakers.
Planning for a healthy future, Otway Health’s Health Promotion Officer’s job is to research, plan and co-ordinate health promotion programs for regional community groups. By informing and involving other health professionals in community health issues, programs are designed and developed through a combination of consultation and action.
One of the main focus areas for Health Promotion over the past year has been the development of the Otway Food Alliance (OFA), and its integration and its impact on the Colac-South Region.
The OFA is a partnership between Otway Health, Colac Area Health and the Colac Otway Shire. The Alliance developed research around food production, distribution and access, as well as creating a number of networks between
food producers and aid agencies working with disadvantaged residents. In Apollo Bay, this has translated into the local monthly food swap that has been growing in popularity to date and now incorporates guest speakers.
In the townships of Hordern Vale, Lavers Hill and Gellibrand, OFA partially funded a weekly Colac bus trip for food shopping that was well used and is currently seeking further funding. Food swaps, community lunches and food co-ops are popping up all around our region with our next big challenge being addressing communities without access to fresh food within reasonable distance. All of this work has culminated in the Colac Otway Shire employees participating in Food Sensitive Planning and Urban Design (FSPUD) delivered by the Heart Foundation. This encourages town planners and local councils to consider food production in public spaces such as parks and street kerbs, and to integrate sustainable biodiversity into future town plans and current developments.
With support, the Otway Region is well on the way to becoming a leader in best practice food development and planning.
Every fourth Thursday of the month is usually a highlight, visiting various places around the Otways, from berry farms, art galleries to cafés that offer local produce. Here, PAGs members have the chance to kick back and relax as they break from their normal routine.
The group aims to foster a vibrant day of diversity and fun, whilst taking into account the group’s desires and some individual limitations.
One of the highlights in the last year was an outing to the Colac Otway Performing Arts Centre for a theatrical circus performance. The day included lunch at the Colac RSL and some bargain hunting in the local op shops.
For PAGs participants, it’s all about getting out and about in a supportive group, with lots of laughs whilst meeting new people and having new experiences.
“I’m happy on a Thursday morning when the bus comes to pick me up for PAGs.“
“Thursday is my favourite day of the week.”
“I enjoy the Wao Dao classes in PAGs.”
“For me, it’s the companionship and friendly staff.”
Healthy food & healthy communities
Visiting Services
at Otway Health
Australian Hearing Monthly Eyecare 2U
Bi-monthly
Podiatry Monthly
Legal Services Monthly
Centrelink Monday-Friday
Community Services 2013-14
Maternal Services 50 episodes
Pet Therapy 234 episodes
Pilates Classes 344 episodes
Home Exercise Programs
1024 episodes
Child Care 645 attendances
PAGs 1269
attendances
13 14
Photo: Joan with volunteer David at PAGs.
Chronic Disease Management1121 episodes
Community Services 2013-14 Community
Exercise Groups1040 episodes
Access all services -care that comes to you
Pat Williams loves her Otway Health. We help her stay living in her own home by providing assistance six days a week to get her to where she needs to go and help her stay healthy, all in the comfort of her lounge room.
Pat Williams is an active woman and she truly keeps us active too. With her mobility limited due to an illness, Pat came to us in November 2009 and signed up for all the services we could provide. She accesses most of our Primary Health Care Services, designed to keep her living at home and keep an eye on her too.
Over the past five years, Pat has used Physiotherapy, Personal Care, Planned Activity Group, Occupational Therapy, Home Care, Allied Health, Community Nursing, Meal Delivery and Community Nursing Services.
Jess Dorney, Health Promotions Officer, Otway Health reports from the Community Needs Survey of 2014 that;
“The services have become an important component of health service delivery in Apollo Bay and the Otways and the community has embraced these services effectively. The flexibility of the multi-disciplinary team has ensured that changes in community identified needs can be responded to quickly and community expectations can be met within resources provided.”
Advance Care Planning (ACP) is the process of preparing for possible future health care and treatment decisions for when you are unable to do so yourself.
This term is not commonly known in the wider community but well recognised in hospitals, nursing homes and palliative care services throughout Australia. Otway Health have offered this service for many years to our aged care residents and community palliative care clients, but we now offer this service to the broader community.
The main components of ACP require decisions about preferred medical treatments in the future. It involves discussing feelings, thoughts and choices with family, friends and doctors. Along with having this “conversation”, a written Advance Care Plan is developed by specifically trained staff at Otway Health, creating a formal document to help communication with various health professionals later down the track.The introduction of ACP to Otway Health’s
broader community as part of clinical practice is an important step in providing holistic client centred care, a key issue in the health care system.
Consumers that have already taken advantage of ACP have provided Otway Health with very positive feedback;
“I didn’t want to leave those difficult decisions to my family” said one, whilst another replied; “I’m glad and relieved to have done it.”
A recent initiative by the Victorian Government the ‘Victorian Health Priorities Framework 2012-2022’ identifies the expansion of ACP as an important action to improve every Victorian’s health experience. As Otway Health already provides this service, we recently completed a Victorian Health Services survey for established ACP providers. The initial results of this survey indicate that our ACP is well established and running smoothly.
It’s no small step to assume that we are the ones on the front line, keeping Pat happy at home. And she knows it too;
“The services at Otway Health are fantastic, nothing is too much trouble.” “If I lose these services” she says “my only option is to go private. I will not go to a nursing home, definitely not.”
Pat embodies Otway Health’s aim as a service designed to ‘increase community self-reliance and enhance the quality of life enjoyed by the local community.’ And she does this most days of the week.
Every Monday, Community Care Worker (CCW) Jen does Pat’s Home Care and shopping, on Tuesdays, CCW Brian picks Pat up to take her to the swimming bus, on Wednesdays, Allied Health Assistant Louise visits Pat at home for her exercises, on Thursdays she gets picked up and taken out all day to the Planned Activity Group here at Otway Health.
Fridays and Saturdays are when she takes a rest from her hectic week but she still has meals delivered from Otway Health, which just leaves Sunday as the only day she has a break from us.
Pat has truly become part of our tapestry of Primary Health Care Services and we enjoy being on the front line, keeping her happy and at home.
Advance Care Planning is a series of steps you can take to help you plan for your future health care. Otway Health starts the conversation early, involving Community Nursing and Health Care teams as well as family and friends.
Advance Care PlanningPhysiotherapy
1737 episodesDelivered Meals
1683 episodes Community Care
4500 episodes
Property Maintenance140 episodes
Community Nursing
1088 episodes
Aids & Equipment
Hire
Welfare & Emergency Relief
700 episodes
Occupational Therapy
557 episodes
15 16
Photo: Pat Williams at her home with Allied Health Assistant Louise Fairney.
The buzz about residential care
At Otway Health, for those living in residential care, the activities are not just bingo and bowls. Everyone is kept quite busy taking journeys around the area as well as with in-house activities. Sometimes visiting along the Great Ocean Road to see koalas and feed the birds at Kennett River and also on occasion heading to Castle Cove for the view and enjoying pasture, forest and sea in between. Highlights on the activity calendar this year include making greeting cards, baking, playing dominoes, dice, cards and of course bingo, carpet bowls or lawn bowls. Soon table tennis will be added to the routine as residents await the arrival of a new ping pong table.
Volunteers play an important role to residential living and every Tuesday morning the “Friend-In-Hand” massage team come to perform gentle twenty minute hand massages on the residents.
Volunteer Jocelyn often brings her puppy “Misu” to visit who has become the centre’s cuddly, loving puppy mascot. Wednesday mornings alternate between Anglican and Catholic Mass and favorite hymns feature as well.
Every fortnight on Thursday there is a sing-along with the local Planned Activity Group and the grade four children from the local school visit on Thursday afternoons during the term.
The first Friday of the month, volunteer Annabel leads us in song and laughter. On the last Friday of the month, volunteer Judi buzzes in with her flute and entertains with bright music, lively song and delightful reminiscing.
Between all this activity and regular family visitors, residents at Otway Health are kept very busy indeed.
As a resident at Otway Health, independence and activity is valued highly. Living in one of our residential care facilities does not mean you stop doing what you love. Ours is a home like environment with outdoor areas, social activities and space for entertaining family and friends, who are encouraged to get involved with social activities via the new newsletter “The Buzz”.
Good, better, best we will never rest
The 2013-2014 period in Clinical Services at Otway Health saw assessments and developments that reflect the high standard aimed at all the time, not just for accreditation.
Giving us the opportunity to better our best, the National Safety and Quality Health Services Standards (NSQHS) were introduced nationwide in 2013.
The NSQHS Standards were developed by the Australian Commission on Safety and Quality in Health Care and comprise ten individual standards that deal with the areas of governance, consumer involvement and clinical areas of health service operations. They are applicable across a wide variety of health services and provide a mechanism that tests whether relevant systems are in place to ensure standards of safety and quality are met and that quality improvement mechanisms are in place.
In August 2013 Otway Health was successful in meeting the first three standards for the mid-cycle review and aims for full accreditation in August 2014. Accreditation is one method that promotes safety and quality in health care and demonstrates a health service’s commitment to achieving high quality and safe care for patients, residents or the individuals it serves.
All of this makes sense to our Manager Clinical Care, Gail Palmer, who is excited about the quality improvements that come from such a process and she says,
“Our improvements around written communication to clients and their families means that they will now go home with documentation that responds to the natural conversations we already have.”
1. Governance for Safety and Quality in Health Service Organisations which describes the quality framework required for health service organisations to implement
safe systems
2. Partnering with Consumers which describes the systems and strategies to create a consumer-centred health system by including consumers in the development
and design of quality health care.
3. Preventing and Controlling Healthcare Associated Infections which describes the systems and strategies to prevent infection of patients within the healthcare system and to manage infections effectively when they
occur to minimise the consequences.
NSQHS Standards met in 2013: Quality improvements resulting:
Introduction of Alcohol Hand Wash Stands to encourage visitors to wash their hands before visiting their family or friends, reducing the risk of
introduced infections.
The development of brochures that inform consumers about specific issues such as Advanced Care Planning and
Falls Prevention.
The increased development of uploading training programs onto Otway Health’s education site “SOLLE” enables us to ensure that staff have completed mandatory training
throughout the year.
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Benefiting from the proper tools for the job
In 2013 Otway Health successfully applied for a grant from the Apollo Bay and District Health Foundation that allowed us to purchase an i-STAT blood testing machine.
This machine allows a number of blood tests to be carried out on site, without having to wait until pathology is sent away for analysis. It uses just a couple of drops of blood and the system provides time-sensitive tests at the patient’s bedside in just minutes.
The types of tests an i-STAT machine can perform includes Troponin test for cardiac chemicals. These chemicals are released if the heart has been damaged which can indicate if patient has had a heart attack. It can also test for thinness or thickness of the blood as well as results that may indicate infections.
The benefits of an i-STAT machine at Otway Health means that as we continue to provide accurate diagnosis and appropriate treatments, we can now do so in a timely manner, thus reducing the need for transfer to Geelong or Colac.
Best practice in cardiac response
Established in 2009, the Victorian Cardiac Clinical Network (VCCN) works with health services to ensure system wide service development and best practice cardiac care and services. The VCCN provided funding in 2013 for an improvement initiatives program, in which Otway Health participated. A Cardiac Clinical Facilitator provided policies, procedures and education to staff. This included introduction of a new fast acting, one dose thrombolysis (blood thinning) drug called Tenecteplase. Otway Health’s ability to respond efficiently to specific cardiac abnormalities was enhanced by being involved in the VCCN project. With the introduction of Tenecteplase and clear guidelines, we have refined our responses. In collaboration with the local ambulance and our doctor, the most recent cardiac arrest from arrival to being transferred was one hour, which is a very good outcome.
“You all should be congratulated on being open to new ideas and instigating them.” - feedback regarding residential care programs June 2014
Quality & Safety all day, every day
The plan is carried out through a framework based on the four areas that include: consumer participation, clinical effectiveness, an effective workforce and risk management. This framework has been developed in accordance with the Victorian Clinical Governance policy and outlines strategies to optimise clinical safety and quality. Our Clinical Governance plan is reviewed and update annually and received a “Met with Merit” at the mid-cycle accreditation in August 2013.
Our clinical governance plan ensures that robust and sustainable systems are in place to demonstrate the quality and safety of clinical practice at Otway Health.
The Victorian Government’s Public Sector Residential Aged Care Policy has established a set of practical, validated means of monitoring the performance of those organisations delivering residential aged care, to allow monitoring of their performance against some core baseline
aspects of resident care. This enables us to identify potential areas for improved practices, to implement these improvements and to measure and report their efforts and success. The following information is how we fared in the 2013-2014 financial year.
Quality indicators – how we compare in residential aged care.
A pressure injury is formed when an area of skin has died from lack of blood flow. At Otway Health a patient’s skin integrity is assessed on admission. An individual care plan is then put in place to prevent pressure injuries. If assessed at high risk of pressure injuries, strategies such as
alternating pressure relieving mattresses, booties and appropriate lifting and manual handling equipment are used to reduce the incidence of a pressure injury occurring.
All acute patient rooms and high level residential bedrooms have been fitted with overhead lifting equipment to optimise a resident’s position which helps reduce pressure injuries. All beds in these areas have a high quality pressure relieving mattress on the bed. All pressure injuries at Otway Health are reported and investigated to reduce severity, reoccurrence and to identify how we can improve our care.
Indicator 1Pressure Injuries
Stage 1 0.00 0.23 0.00 0.38 0.00 0.29 1.75 0.26Stage 2 0.00 0.41 0.00 0.22 0.00 0.15 0.00 0.38 Stage 3 0.00 0.05 0.00 0.00 0.00 0.03 0.00 0.09Stage 4 0.00 0.05 0.00 0.03 0.00 0.03 0.00 0.04
Pressure Otway State Otway State Otway State Otway StateUlcers Health Mixed Health Mixed Health Mixed Health Mixed
Period Q1 13/14 Q2 13/14 Q3 13/14 Q4 13/14
State-wide Pressure Ulcer Rates (per 1000 occupied bed days)
19 20
Photo: Otway Health Nurse, Gay, showing the i-STAT blood testing machine.
686Acute CareBed Days
2022 High Level Flexible Care Bed Days
4022 Low Level Flexible Care Bed Days
499 Respite
Bed Days 106 X-rays taken
234 Attendees
at Nurse Clinic
991 Presentations
Urgent Care Unit
51 Admissions from Urgent Care
53 Transfers to another
Hospital from Urgent Care
2013-2014 in Clinical Care
Falls 6.43 7.30 7.86 7.22 3.18 7.45 11.66 7.77Fracture 0.00 0.12 0.00 0.10 0.00 0.14 0.58 0.11
Otway State Otway State Otway State Otway State Health Mixed Health Mixed Health Mixed Health Mixed
Period Q1 13/14 Q2 13/14 Q3 13/14 Q4 13/14
State-wide Fall and Fall-related Fracture Rates (per 1000 occupied bed days)
Indicator 2Falls monitoring and prevention
All clients admitted to Otway Health are assessed for falls risk. Once assessed as low, medium or high risk, a care plan is put into place which informs staff of equipment they are required to use as well as strategies to reduce the risk of falls. This can include ensuring well-fitting footwear through to education on mobility aids or bed mechanics.
For a high risk, ill patient, a bed may be positioned very low to the floor, with fall mats next to each side of the bed and alarm mats which alert staff when the patient puts any
weight on the mat. A referral to an Occupational Therapist and Physiotherapist can be made on the admission of new residents and any patient with risk of falls. The introduction of further strategies and programs is implemented to reduce falls for that patient, with regular reviews. When a patient falls, the incident is reported and investigated. Trends of falls of an individual and throughout the Clinical Care unit are discussed at the ward level at handover, in monthly meetings, and at our multi-disciplinary Clinical Advisory Committee which also meets monthly.
In an attempt to prevent falls from beds, a laser beam has been purchased to alert staff if a resident is attempting to get out of bed unassisted. Information brochures about this are provided to involve the client or resident and their family.
The only types of restraints used at Otway Health are those deemed necessary for the residents own safety, like a concave mattress used to prevent a fall from bed. Before a restraint is used, an assessment is completed whereby family and doctor sign to agree to the use of any practices that could be deemed as restraint.
Indicator 3Use of restraint
Otway Health encourages staff to report all medication incidents on our incident reporting system.
Medication incidents are discussed and prevention of re-occurrence addressed at our Clinical Care staff meetings, Clinical Advisory Committee meetings and Medication Advisory Committee meetings. There is a schedule of audits to ensure medications are stored and given appropriately. An independent pharmacist regularly visits Otway Health to audit our medication safety program as well as dispenses advice on medication usage.
Indicator 4Medication Safety
Rates of Residents Prescribed Nine or More Medicines (per 1000 occupied bed days)
0.00 3.06 1.31 2.76 2.54 2.80 2.92 3.30
Otway State Otway State Otway State Otway State Health Mixed Health Mixed Health Mixed Health Mixed
Period Q1 13/14 Q2 13/14 Q3 13/14 Q4 13/14
State-wide Restraint Rates (per 1000 occupied bed days)
21 22
PhysicalRestraint 0.00 0.67 0.00 0.53 0.00 0.41 0.00 0.11Device
Intent to Restrain 0.58 0.59 0.00 0.18 0.00 0.29 0.00 0.57
Otway State Otway State Otway State Otway State Health Mixed Health Mixed Health Mixed Health Mixed
Period Q1 13/14 Q2 13/14 Q3 13/14 Q4 13/14
Incidence of Residents Prescribed Nine or More Medicines
Otway Health
Q1 13/14 Q2 13/14 Q3 13/14 Q4 13/14
0 2 4 5
When residents are losing weight unintentionally Otway Health reviews their nutritional assessment.
Weight loss often occurs at end of life stage but if this not the case, increasing the caloric value of foods and sometimes providing supplements is indicated.
Other issues such as ill-fitting dentures or swallowing problems are also assessed and a referral to a speech pathologist or dietitian is instigated when appropriate.
Indicator 5Unplanned
Weight Loss
Weight-loss >3kg 0.58 0.81 0.65 0.68 1.91 0.73 0.00 0.58
Rates of Residents with Unplanned Weight Loss (per 1000 occupied bed days)
Otway State Otway State Otway State Otway State Health Mixed Health Mixed Health Mixed Health Mixed
Period Q1 13/14 Q2 13/14 Q3 13/14 Q4 13/14
Residentswith monthly 1.75 0.66 0.65 0.78 0.64 0.75 0.58 0.66weight loss
Otway Health’s infection control quality system is managed in partnership with Infection Prevention Australia whose staff are readily available for advice, and who visit us monthly to conduct staff education and infection control audits.
Otway Health focuses on getting the basics right every time to prevent infections. It is well recognised that a clean hospital has less bacteria
present, every year all Victorian Hospitals have their cleaning standard audited. In 2013 Otway Health achieved a score of 100%.
Hand Hygiene – an important component of infection prevention is hand hygiene. The introduction of stands in the foyer to encourage the community to use has contributed to the prevention of cross-infection. Hand hygiene audits of staff are held regularly with an average between 72% - 76% attained.
Another important area is the correct use of antibiotics. Otway Health participates in the Antibiotic Stewardship Program that promotes the appropriate use of antibiotics when pathology indicates the necessity and the right drug for the identified sensitivities.
Indicator 6Infection Prevention
Community Feedback - how we find it.
There are lots of ways in which our community can converse with us and any feedback we receive is recorded in our ‘Riskman’ system.
Our website is constantly updated to provide accessible and relevant information and our Facebook page provides an avenue for direct conversation with some of our consumers. We have a ‘Consumer Reference Group’ which meets regularly with the aim to increase our engagement with the community.
Otway Health contributes a weekly information column in the local ‘Apollo Bay News Sheet’ and supports local community events such as the Summer Seafood Festival. General information about the availability of services is available at many distribution points in the 2013-2014 period: email networks, Doctors surgeries, Neighbourhood Houses and local supermarkets. One of the great ways our community access us is by dropping in to the Otway Health reception and picking up some of the brochures we have been developing about our many and varied programs.
Feedback from 2012-13
Quality of Care 22 feedback forms
received“I learned
more about the services
at OH”
“It seemed to cover all aspects of
OH”
“Needs an outline of the donation
from the OP Shop” “Is great to read give us more
please”
“A date of publication
would be helpful”
“Easy on the eye”
“I understand areas of help
and support to the community”
Cultural Diversity - how we support it.
Because we are a small organisation we have the ability to match client cultural needs with appropriate peoples or programs.
Otway Health staff are constantly offered training in various aspects of cultural and diversity programs. In addition to this, we have developed brochures and handbooks on Advocacy which are available to the public both at our reception and online. Otway Health has developed a Client Cultural Diversity Procedure & Anti-Bias and Inclusion Policy as well as offering interpreter services if required. The following outcomes were achieved regarding Cultural Diversity in the 2013-2014 period: displaying murals and posters across the service, continuing to follow the flag raising procedure, development of an acknowledgement of aboriginal country to be used in email correspondence and at meetings and the display of Disability and Gay symbols at Community Services reception.
“....wanted to let Otway Health staff know that she really likes everyone and likes having a variety of care workers as she enjoys meeting different workers.” - feedback April 2014.
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Otway Health is a Multi-Purpose Service, jointly funded by the Commonwealth Government and the Victorian Government.
We acknowledge the Aboriginal custodians of this land and pay our respects to their culture, their people and elders past, present and future.
Monitoring Quality of Care
Consumer ParticipationConsumers are at the heart of the service system and our current mission, values and principles reflects this approach.
Our organisational strategic directives and key priority areas for 2011 – 2016 have been developed to:• Inform and engage the community appropriately to enhance and promote health and wellbeing• Increase community engagement• Consult with consumers about services• Support community initiatives that improve health outcomes• Develop effective mechanisms to converse with the community.• Build community capacity to make informeddecisions about their health.
Feedback from consumers.• All consumers who present to our Urgent Care Unit, and are admitted to our acute ward, are encouraged to give feedback about their care and services. Feedback is documented on forms, and all acute patients are given a follow-up phone call after discharge. We also conduct post discharge phone calls to ascertain if clients have been actively involved in the decision making around their care.• We have introduced a regular evaluation program of our residents which includes
consultation with the resident and their family about their care and services we offer.
Partnerships with other care providers.• We hold monthly meetings between nursing staff, doctor and ambulance officers to review our clinical practices.• We hold weekly meetings between clinical care and community care staff to discuss how we can improve our consumer’s services and care.• We regularly review our consumers prescribed medication and engage an external pharmacist.
Regular review of our clinical practices and competence.• Our clinical staff complete annual clinical practice competencies, and an extensive education program to ensure they are competent and up to date with clinical practice.• All doctors working at Otway Health are appropriately qualified and credentialed.• We regularly review all our clinical procedures to ensure they are “best practice” and meet National Accreditation and Aged Care standards. • A regular audit schedule of hand hygiene and other important risk areas is in place.
Regularly identify and manage risk. • All clinical incidents are recorded by staff and then monitored by managers.• Clinical risks and risk trends are identified and addressed at clinical care team meetings, and by a multi disciplinary Clinical Advisory Committee monthly.
Post Discharge Phone Calls
Were treatment options well explained?
80% said yes
Was information easy to understand?
88% said yes
Were you provided
with information about treatment risks & benefits?
69% said yes
In 2013-14 55 post discharge calls were made
Three questions are posed as
well as room for comments
“I was well looked after. The meals were
very nice and the nurses were always
kind.”
“Everything that could be done
was done for me.”
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Please take a moment to provide feedback about our Quality of Care Report.
Online surveys can be completed at www.otwayhealth.com.au
A M
ULTI PURPOSE SERVICE
OTWAY HEALTH
Otway Health75 McLachlan StPO Box 84,Apollo Bay, Victoria 3233
Tel: 03 5237 8500Fax: 03 5237 6172
Email: [email protected]: www.otwayhealth.com.au
Facebook: www.facebook.com/ohcs.otwaysTwitter: www.twitter.com/OtwayHealth
