Heywood RuRal HealtH 2011 annual RepoRt - … · heywood rural health caring for the community 3...

Heywood RuRal HealtH2011 annual RepoRt

engaging with our community

Heywood Men’s Shed

HEYWOOD RURAL HEALTH CARING FOR THE COMMUNITY2

contents

Board of Management and Office Bearers ......................................................................................2

Executive Report ...........................................................................................................................7

Director of Nursing Report ............................................................................................................ 18

Primary Care Services Report .......................................................................................................20

Catering and Environmental Services Report ................................................................................27

Maintenance Department Report ..................................................................................................28

Organisational Chart ..................................................................................................................... 31

Quality of Care Report ..................................................................................................................32

Report of Operations.....................................................................................................................46

Disclosure Index .................................................................................... Refer to insert back cover

OFFICIAL ADDREss AND TELEpHONE NUMbERHeywood Rural Health21 Barclay StreetP.O. Box 159Heywood Victoria 3304

Telephone: (03) 5527 0555

Facsimile: (03) 5527 1900

Website: heywoodruralhealth.com.au


HEYWOOD RURAL HEALTH ANNUAL REpORT 2011

pREsIDENTMrs. Betty Gee

sENIOR VICE-pREsIDENTMs. Patricia McLean

JUNIOR VICE-pREsIDENTMr. Steve High

TREAsURERMrs. Gwenda Matthews

MEMbERs OF THE bOARD OF MANAGEMENTMr. Craig KeatingMrs. Dianne BenbowMrs. Lou MatthewsMr. Wayne Frost Mr. Mark Holman Mr. Stephen Walker (Appointed 1st July 2011)

Members who have resigned during the year include;Mr. Max Mate (Resigned 27th September 2010)Mr. Rex Jakobi (Resigned 26th March 2011)

AUDITOR – EXTERNAL pROGRAMAuditor General Victoria (Agent, Coffey Hunt & Co., Warrnambool)

AUDITOR – INTERNAL pROGRAMRSM-Bird Cameron Pty Ltd (Melbourne)Appointed from the 1st July 2011.

INTERNAL AUDIT COMMITTEE MEMbERsMr. Ian Benbow (Chairman/Independent Community Representative)(Resigned 23rd May 2011)

Mr. Nigel Paulette (Independent Community Representative)

HEYWOOD RURAL HEALTHBOARD OF MANAGEMENT AND OFFICE BEARERS AS AT 30 JUNE 2011


HONORARY sOLICITORsHunter Newns, Solicitors (Hamilton)Health Legal (Melbourne)Russell Kennedy Solicitors (Melbourne)

ARCHITECTMr. Michael Harbour, BHA Architects Pty. Ltd. (Geelong)

QUANTITY sURVEYORsSlattery Australia Pty. Ltd. (Melbourne)

CONsULTING ENGINEERs CIVIL & sTRUCTURALWoodhouse Graesser Johnston Pty Ltd (Warrnambool)

bANKBank of Melbourne (Portland/Heywood sub-branch)Bendigo Bank (Heywood Branch)

VIsITING MEDICAL OFFICERsDr. Frank Fox, MB, BSDr. Robin Stewart L.R.C.P. (London) M.R.C.S. (England)Dr. Janet Vanleerdam MBChB DRCOG MRCGP MACNEM (Appointed 15th September 2011)

EXECUTIVE sTAFF

CHIEF EXECUTIVE OFFICERMr. Peter Starick

DIRECTOR OF NURsINGMrs. Kathryn Eyre

DIRECTOR OF pRIMARY CAREMs. Fiona Heenan

FINANCE MANAGERMr. David Rae (Portland District Health Service)Mr. Daniel Dainty (Portland District Health Service)

CONsULTANT DIRECTOR OF MEDICAL sERVICEsDr. Robin Stewart L.R.C.P. (London) M.R.C.S. (England)



pRIMARY CARE & ALLIED HEALTH sERVICEs sTAFFMrs. Elizabeth Anderson Women’s Health Nurse/Continence Nurse

Mrs. Leonie Bartlett Primary Care Community Health Nurse

Mrs. Kerry Finck Primary Care Reception/Administration

Mrs. Faye O’Dwyer Primary Care Reception/Administration.

Mr. Steven Jay Dietician

Ms. Phoebe Maloney Occupational Therapist (Resigned 30/5/2011)

Ms. Kymm Reid Occupational Therapist (Appointed 18/7/2011)

Ms Tracy Stafford Primary Care Community Health Nurse

Mrs. Carolyn Millard Unit Manager District Nursing Service

Ms. Heather Liddle Community Aged Care Packages &Discharge Planning

Mrs. Julie Davis Infection Control & Discharge Planning.

Mr. Robert Jack Social Worker

Mrs. Elaine Evans Lymphoedema Nurse

OTHER sENIOR & KEY sTAFFMrs. Maureen Patterson Quality Manager & OH&S Officer

Mrs. Linda Sharrock Nurse Unit Manager - Acute & Residential Care

Mrs. Christine Duyvestyn Domestic Services Manager

Mr. Garry Butt Maintenance Officer

Mrs. Julie Frost Administrative Officer

Mrs. Margaret McPherson Clinical Educator

Mrs. Rosalie Vaughan Clinical Educator & Continence Manager

Mrs. Kerry Breen Resident Activities Coordinator

Mrs. Lindi Stuchberry Volunteer Coordinator

Mrs. Sandra Scott Leading Hand – Environmental Services.

CONTRACTED SERVICES

Ms. Loren Drought Infection Control Officer (Portland District Health)

Mrs. Claire Atchison Pharmacist Consultant

Mrs. Nicole Barker Speech Pathologist

Ms Maureen Ritcher-Rundell Podiatrist

Mr. Cliff Watt Physiotherapy

Mr. John Lalour Physiotherapy

Mr Gorden Szegi Bio-medical Engineer (S. W. Healthcare)

30-YEAR sERVICE AWARDs (EMpLOYEEs)Mrs. Elsie Price, RN, RM

Mrs. Edna Woodall, RN


HEYWOOD RURAL HEALTH LIFE GOVERNORsMrs. P Carter

Mr. A Lynch

Mrs. M Handreck

Mrs. J Polkinghorn

Mrs. B Heeps

Mr. JV Price

Mr. LR Holder

Mr. J Quayle

VOLUNTEERsElizabeth AbbottDeane AbbottNeville AitkenShirley AitkenFrank AngelinoTressna Angelino (Dec.)Janice AngelinoJohn AngelinoKristine AngelinoBob AttwellSharon AttwellBilly BakerGraham Barr Peter BarrandRhonda BarrandDianne BenbowIan BenbowGraeme BondWendy BondPam BowdenMerelyn BunworthJoyce ClaphamGreg ColliverKerry ColliverAnne CornellKevin CotterSandra CroneJeanie CrooksD’arcy CrossleyStephen CrossleyJoanne DeanJill DentJack DoevenLois Doeven

Judy DolheguyJim EdwardsThelma EdwardsElaine EvansPam FlackMatthew FrostWayne FrostDes GrayMaureen GrayGladys GrayJenny GoreyNoel GoreyRaelene GoodingeBruce GunnJohn HamiltonMyrtle HandreckTenielle HawkerRon HogganStephen HogganThelma HogganHelena HolmanMark HolmanLeanne HopkinsWendy HugillMargaret InnesFiona IslesRobert JackEvelyn JackBarb JeffriesPamela KellyRalph KellyAthalie LaneIngrid LeggGerrard Maatman

Wilma MaatmanJudith MckinnonKeith MckinnonLynette MclennanPam McleodJudy McPhersonSherryl MirtschinRae MoodyFrank Nagle (Dec.)Jody NashTony NashColin NoltePam NolteMax OberlanderGreg OliverMelva OverallDarryl ParryNorm ParryRobin ParryRoss ParrySimon ParryRobert PywellJenny PriceDenise PriceMichelle PumpaGloria RankinsJim RankinsGeoffrey RissmanJanene RissmanLeigh-Anne RyanKim SadlerNoel SaundersJoy SavillPam Schack

Rodney SchackLeonie SchmidtBarry SharrockLinda SharrockLois ShowlerPeter StarickDaisyanne Smith/SkinnerKerry SmithDaphne SmithCarmel SmittenJohn SmittenTerry SparrowDenise SparrowLeonie StuchberyAlice TaylorAlistair TaylorTed TaylorDianne ThomasGail ThomasIan ThomasJennifer TodWilliam Robert VaughanRobert WalterAlicia (Janice) WilsonJoy WilsonJohn WilsonMick WilsonAnu WilsonIris YapJanice ZuenertNolan Zuenert

Volunteer Thelma Hoggan nominated in the 2011 Minister for Health Awards. Thelma at work with

the “Walking School Bus”



HISTORICAL BACkGROUNDHIsTORICAL bACKGROUNDPrior to the construction of Heywood’s first hospital, local people often had to rely on doctors from Portland, if they had a doctor at all. Patients went to Portland on horseback, some in spring carts and drays, some in bullock wagons, and some even rode on the backs of bullocks.

Following a diphtheria epidemic in the early 1800s in which eight young children died, local townspeople decided it was time for Heywood to have a full-time resident doctor. A public meeting was called and a fund started to bring a doctor to the town. The townspeople were successful and a Dr Davis arrived, and later, a Dr Yeville.

Later, Dr R Collins saw a great need for a hospital and in 1893 founded a private hospital known as Dawnleigh Hospital. This was later to become the Heywood Bush Nursing Hospital. The original Dawnleigh Bush Nursing Hospital was located in Carey Street; Heywood.

The Heywood and District Memorial Hospital (now named Heywood Rural Health) was planned by the Heywood Bush Nursing Hospital Committee of Management. The President at the time, Mr. Vic Sibley, was a very active proponent of the new hospital. The committee often met in an old wooden building next to the Heywood Hotel. Members sat on wooden benches using the light from storm lanterns to carefully prepare the plans for the new hospital. Historical records indicate that finance was a problem. After lengthy discussions, the Heywood Bush Nursing Hospital was accepted as an annex of the Glenelg Base Hospital (now the Western District Health Service) and as such came under the auspices of the Hospital and Charities Commission, therefore qualifying for Government operating grants.

Land was purchased and a six-bed hospital erected at 21 Barclay Street, Heywood. This facility was opened by Dr J Lindell (Chairman of the Victorian Hospital & Charities Commission) on 3 October 1957.

From 1957 onwards the hospital continued to expand its beds, adding an aged residential care Hostel called The Sydney Quayle Hostel in 1983. The Lynne Quayle Hostel in 1992, and the Fitzroy Lodge (Dementia) wing in 1995.

From 1999 to 2002 the Hospital underwent a major capital works program costing $5.2 million dollars in which buildings were brought up to the latest building codes or standards. This building program was funded in full by the State of Victoria through the Department of Human Services.

Today Heywood Rural Health is a fifty bed facility which is funded by the Victorian Department of Health under the Small Rural Health Services flexible funding model, which has allowed the hospital to diversify its services to include a mixture of bed based and community based services.

The health service also receives a significant amount of funding directly from the Commonwealth Department of Health & Ageing for residential aged care and community based primary services. Aged Care residents also contribute to the cost of their care at the facility.

Our health service is aware of and continually assesses the needs of the local community it serves. There is no desire on the part of the hospital to deliver services that are beyond its level of competence and fiscal resources.


EXECUTIVE REpORTDear Life Governors, invited guests, members of the public, ladies and gentlemen, thank you for attending Heywood Rural Health’s 2011 Annual General Meeting.

It is with great pleasure that I present to you the 2011 Annual Report of Heywood Rural Health.

An Overview of Services Provided by Heywood Rural Health

Heywood Rural Health is funded by the Victorian Department of Health under the Small Rural Health Services flexible funding model. In addition to funding received from the State, we receive a significant amount of funding from the Commonwealth Department of Health & Ageing for aged residential care and community based services.

Our strategic objective is to provide a full Aged Residential Care & Community based Primary Care Services Model under the Departments Small Rural Health Services (SRHS) Program.

Our hospital services include;

5 Acute hospital beds

12 Nursing Home beds

33 Hostel beds - Including 13 dementia specific beds

Nurse based Urgent Care Service – Providing 2 outpatient trolleys

Clinical Nurse Education programs for staff

Our Chronic & Complex Care Services include

District Nursing Services (7 days per week)

7 Community Aged Care Packages for general community care clients

5 Community Aged Care Packages specifically for Koori Use

Patient Discharge Planning & Intake Support Liaison Officer

Occupational Therapy Services

Physiotherapy Service

Social Worker & Counseling Service

Continence Advisor Service/Asthma Education Service/QUIT (Smoking) Facilitator

Lymphoedema Massage Nurse

Dietitian Service

Chronic Disease Liaison/Community Health Nurse

Early Intervention in Chronic Disease Coordination/Diabetes Education

Podiatry Services; Heywood, Merino & Dartmoor Clinics

Meals on Wheels (7 Days per week)

Meals supplied to River wood Day Centre

Assistance with Community Transport (RSL Community Bus & Station Wagon)

A Stanford ‘Better Health Self Management’ Course Facilitator

P.A.G. (Planned Activity Group) on Saturdays

Our Health Promotion Services Include

Children’s & Adolescent Health Nurse support for local School Programs.Support to workplaces to promote health and wellbeing. Farming Families Health & Safety Programs.Support for Indigenous Health Programs and Koori Health WorkerPhysical Fitness Instructor; Physical Activity Programs; Strength & Balance, Active Ageing, Tai ChiCommunity Gymnasium (located at Heywood Rural Health)- Community & StaffMen’s Health & Support - Heywood Mens Talk Incorporated & Mens Shed Program

Community Health Nurse - Women’s Health

Social Support & Carers Group Programs

REPORT FROM THE ExECUTIvE



REPORT FROM THE ExECUTIvEBoard Membership

The Governor in Council, pursuant to the Health Services Act 1988, formally makes all appointments to the Hospital’s Board of Management.

Advertising of the Heywood Rural Health Board of Management positions occurred again in January 2011. I am very pleased to inform our meeting that as a result of our advertising Heywood Rural Health received an application for reappointment from Mrs. Gwenda Matthews, and Mrs. Betty Gee along with a new application from Mr. Stephen Walker who has since been appointed by the Minister for Heath effective 1st July 2011.

The terms of appointment for our current Board Members are at this time as follows:

Terms expiring 30th June 2012Mr. C KeatingMrs. P McLeanMrs. D BenbowMr. S High

Terms expiring 30th June 2013Mrs. L MatthewsMr. Wayne FrostMr. Mark Holman

Terms expiring 30th June 2014Mrs. B GeeMrs. G MatthewsMr. Stephen Walker (Appointed 01/07/2011)

During the year under report, we also received the following resignations from Board of Management members

Mr. Max Mate; who resigned on the 27th September 2010.Mr. Rex Jakobi; who resigned on the 26th March 2011. The net result of our Board appointments less resignations for 2010/2011 leaves the Heywood Rural Health Board of Management with (10) members at 30th June 2011.

The Board of Managements recruitment program commences with advertising in January of each calendar year; with appointments being finalized from July 1st.

At June 30th 2011, our Board of Management still has two (2) vacant positions, and I would encourage any person thinking about joining our Board of Management to contact our Chief Executive Officer as soon as possible to register their interest before the next round commences in January 2012.

Medical Services

During the year Heywood Rural Health has continued to receive medical services from both Dr. Frank Fox and Dr. Robin Stewart.

Dr. Stewart continues to work Monday, Tuesday and Wednesdays at Heywood Medical Services; (HMS) with Wednesday afternoon’s spent consulting at the Dartmoor Bush Nursing Centre. While Dr. Fox works in his own practice (Fox Family Medicine) which is located in the old Hospital building.

Last year I reported that HMS had become fully accredited under the GPA (General Practice Australia) Accreditation Program, from June 2010. This year I can report that this additional Accreditation Status for the HMS clinic, has resulted in an additional $13,000 in PIP (Practice Incentive Bonuses) from Medicare, adding to the financial sustainability of the clinic.

I am also very pleased to report in September 2010, Heywood Rural Health and the HMS clinic were indeed very fortunate to recruit the services of Dr. Janet Vanleerdam. Initially Dr. Vanleerdam was visiting weekly to assist with clinic workload, but more recently this has now been on a fortnightly basis.

The main challenges for our medical services both Heywood Medical Services and Fox Family Medicine are to ensure that they can remain viable and sustainable into the longer term future.


REPORT FROM THE ExECUTIvEOur future Goals for the clinics include

Recruitment of additional medical staff• Where possible provide assistance to maintain • the viability and sustainability of both medical clinics.

Quality Improvement, Standards and Accreditation

Our annual report contains a specific Quality of Care Report, which provides our readers with a more detailed summary of the various activities undertaken by the hospital in the areas of quality improvement, standards and accreditation programs.

Heywood Rural Health is actively involved in and continues to hold full accreditation status under the following accreditation and standard programs:

The Australian Council on Healthcare Standards • (ACHS) covering the hospital and primary care and allied health servicesThe Commonwealth Aged Care Standards • Agency Program covering both the Heywood Nursing Home and The Sydney-Lynne Quayle & Fitzroy Lodge HostelsThe Quality Reporting Program from the • Commonwealth Department of Health & Ageing which covers our Community Aged Care Packages (CACPS)A specific component of the ACHS program • which covers Heywood Rural Health’s Home and Community Care (HACC) funded District Nursing Service.

I note that the Accreditation programs for CACPS and District Nursing transitioned to a new Program called - Community Common Care Standards at March 2011:

The assistance provided to Heywood Medical • Service to enable the clinic to gain their GPA (General Practice Australia) Accreditation status.

As I have stated previously there is a considerable structure and work load around the maintenance of the accreditation systems at Heywood Rural Health; and I would like to formally thank our Quality & Safety Manager (Maureen Patterson) for her continuing dedication and work to maintain these systems

Building Quality - Commonwealth Certification Score

I continue to report that our nursing home and hostels occupy a class 9A building with a Building Certification Score of 95.5 out of a possible 100. This is a Commonwealth building infrastructure quality/safety score that was introduced with the Aged Care Act (1997).

Our building certification score has held Heywood Rural Health in good stead to pass the elevated building accreditation requirements set for 2008 and beyond.

The Building Certification Scores are summarized into sections as follows

The Board of Managements House Sub-Committee continues to hold the responsibility of maintaining new buildings, plant and equipment, on behalf of the full Board of Management.

Section Title

SectionWeighting

NursingHomeScore

Hostels Score

Safety 25 24.90 24.90Hazards 12 12 12Privacy 26 26 26Access, Mobility & Safety

13 13 13

Heating & Cooling

6 4 4

Lighting & Ventilation

6 5.6 5.6

Security 12 10 10Total 100 95.50 95.50



REPORT FROM THE ExECUTIvEServices Provided During the Reporting Year

Number of Inpatients (persons) treated, is converted to WIES (Weighted Equivalent Separations) using the D.R.G. (Diagnostic Related Grouping) health information coding system.

R.S.L. Acute Wing 2010 - 2011 2009 - 2010Available beds 5 5Inpatient Days 1,315 1,001Number of Inpatients Treated 79 92D.R.G. Conversion Rate 2:09 1:70In patients treated converted to W.I.E.S. 134.58 138.55Dept Veterans Affairs WIES 30.78 17.48Daily Average Inpatients 3.58 2.75Average Length of Stay (days) 16.65 10.88Ward Occupancy Rate (%) 72% 55%

Community Health Activities by Hospital. 2010 - 2011 2010 - 2011Social Worker/Counselor 223 198Lymphedema clinic 221 160District Nursing ServiceIndividuals serviced 739 709Number of visits 2,757 3,415Kilometers travelled by service 9,045 14,735

Community Bus Kilometers 7,059 10,399Community Car/s Kilometers 57,481 33,619Meals on Wheels & Centre based meals 6,511 8,786Community Aged Care PackageNo General Packages Provided 7 7No Koori Packages Provided 5 5Planned Activity GroupTotal Individuals attending 145 0Total Attendances 453 137

Outpatient Activities 2010 - 2011 2009 - 2010Urgent Care Services (A&E)Patients attended by Nurses 216 339Patients attended by Doctor 45 104Total Urgent Care Patients 244 443Minor Medical Procedures 3 11Podiatry Services 167 177Physiotherapy Services Acute 84 84Physiotherapy Aged Care 911 894Physiotherapy provided by Assistant Staff - Low Care 1,926 1,277Physiotherapy provided by Assistant Staff - High Care 4,106 4,266Aged Care Activities - Session Hours 792.9 667.8Aged Care Activities - Attendance Numbers 8,156.3 7,750.51 to 1 Person Activities - Hours 343.1 373.31 to 1 Person Activities - Contact Numbers 1,077 1,284

Aged Residential Care 2010 - 2011 2009 - 2010Heywood Nursing HomeNumber of available beds 12 12Resident Days 4,259 4,366Daily Average No Residents 11.67 11.96Occupancy Rate (%) 97% 100%Sydney-Lynne Quayle & Fitzroy Lodge HostelsNumber of available beds 33 33Resident Days 11,713 11,464Daily Average No Residents 32.09 31.41Occupancy Rate (%) 97% 95%


REPORT FROM THE ExECUTIvERural Primary Care Health Services RPHS (Glenelg Outreach Primary Care Service)

2010 - 2011 2009 - 2010

Injury Prevention & Farm Safety Individual Contacts 2 66No of Groups 12 18No of Individuals within Groups 271 252Indigenous HealthIndividual Contacts 0 2No of Groups 7 1No of Individuals within Group 225 5Koori Health WorkerIndividual Contacts 41No of Groups 30No of Individuals within Group 152Mental Health & SocialIndividual Contacts 22 23No of Groups 24 28No of Individuals within Group 355 241Chronic DiseaseIndividual Contacts 178 457No of Groups 5 122No of Individuals within Group 39 972Diabetes Educator 188Liaison Nurse 86Physical ActivityIndividual Contacts 12No of Groups 109No of Individuals within Group 588Gymnasium contacts 355Children’s Health ProgramIndividual Contacts 55 32No of Groups 82 65No of Individuals within Group 1,194 1,026Clinical ServicesOccupational Therapy 410 30Dietician 548 245Community Nurse 18 118Physiotherapy – Public Outpatients 138Physiotherapy – Private Outpatients 368Podiatry Clinic – Merino 21Podiatry Clinic – Dartmoor 28Podiatry Clinic – Heywood 40Men’s Health – Individual contacts 6Men’s Health – Group Contacts 19Men’s Health – Individual within Groups 119Women’s Health 84Asthma Educator 17Continence Advisor 6Central Intake for Primary Care Services – Worker 73Community Transport ServicesTransport Provided 341Transport for Hostel Residents 58Transport for Community Based Residents 111Activity Groups 84Other Bookings 80Primary Care Vehicle UsageTotal Kilometers for year 53,128 67,619RPHS Information for 2009/2010 is limited and where absent in the above table is not available.



REPORT FROM THE ExECUTIvEsTRATEGIC pLANNINGSince the completion of the FMC Service Planning project in 2008/2009 Heywood Rural Health has continued to work towards developing a full aged care/primary health service model which focuses on the delivery of services in the wider community setting. Services that will support health promotion, illness prevention, and care of the elderly, disabled and sick in our community.Our key objectives remain as follows;

To communicate the plan to reform the health service to all stakeholders/fully inform our community as to the changes we intend to make.

4 Heywood Rural Health did conduct several public meeting in 2008/2009 to communicate the then new (FMC) strategic plan to the Heywood Community.

4 Health Service Staff are routinely briefed on the Health services strategic plan at month educational forums.

8 There has been limited Strategic Planning information provided to the public since 2009.

To increase our health services involvement in affairs of our local community

4 Heywood Rural Health has auspiced the Heywood Men’s Shed Project during 2010/2011; resulting in the construction of a new Men’s Shed Complex on the Hospitals site; which has subsequently been leased back to the Group

4 Heywood Rural Health continues to monitor opportunities for the Health Service to become more involved in appropriate community based projects and activities.

To work closely with other sub-regional health service providers – in particular Portland District Health.

4 At the completion of the FMC Strategic Planning Review in 2009; the Chief Executive Officer entered into a simple M.O.U. with the Chief Executive Officer of Portland District Health which outlined key strategic relationships required between the two organizations; this is still in place.

4 Heywood Rural Health participates in the Southern Grampians & Glenelg Health services strategic planning group meetings, which are held at Western District Health Services on a quarterly basis. The Department of Health also participate in this planning forum.

4 Heywood Rural Health participates in the Sub-Regional Health Services Corporate Services planning group meetings, which are held at Casterton Memorial Hospital on a quarterly basis.

To focus on the development and needs of our workforce/Become an employer of choice

4 Key Human Resources Policies have been reviewed.

4 Staffing at Heywood Rural Health is relatively stable, despite the opening of a new 90 bed aged residential care provider in Portland during the year.

To focus on our General Practitioner (GP) workforce and their longer term sustainability

4 Heywood Medical Services Pty Ltd established on the 15th August 2008; to specially facilitate the ongoing employment of Medical Staff.

4 Discussions are continuing with Dr. Fox at Fox Family Medicine about the model for future GP Health Services in Heywood.

8 There are serious shortages of (suitable) General Practitioners for recruitment and this is hampering the expansion of medical services at the HMS Pty Ltd clinic.



To focus on a Nurse Based A&E or urgent care service with sustainable involvement of our GPs

4 Key Registered Nursing Staff involved in additional training.

4 Continue to offer Urgent Care (Accident and Emergency Care) Services to local community.

4 Established an on-going (Med-Trak) review and analysis of urgent care services provided with the Assistance of Dr. Tim Baker (Emergency Physician - Southwest Healthcare).

8 Numbers of Urgent Care (A&E) clients have fallen from 443 in 2009/2010 to 244 in 2010/2011

To review our Acute bed based Services, and redevelop them as Aged Care Respite services within two years

4 Financial Model (Plan) to convert beds to Commonwealth funded Aged Care flexible funding beds developed and discussed with Board of Management.

4 Board of Management continuing to monitor the opportunity for the appropriate time to make the change to beds.

8 The change from State funded Acute bed classification to Commonwealth funded Aged Care Flexible beds is yet to be implemented in accordance with the hospitals plan.

To review our model of primary care services and transition to a full aged care/Primary Care/Community based Chronic Disease Management Model with full discharge planning services

4 Discharge Planning Staff appointed at Heywood Rural Health.

4 Central Intake (i.e. admissions process) to Primary Care Services commenced

4 1300 telephone numbers for central intake now in place for clients.

4 Health Service continuing to monitor opportunities to strengthen primary care service delivery.

8 Numbers of clients for whom discharge planning services are provided in a community setting remain somewhat low, in comparison to the projections contained it the FMC strategic plan.

To review and maintain our aged residential care and community based services

4 Heywood Rural Health continues to make gains with ACFI (aged care funding) revenue.

4 The Primary Care Unit continues to recruit/employ an Occupational Therapist, and Dietician - and other staffing categories, providing valuable allied health services to the local community and Health service.

To review and strengthen the range of health and allied services that HRH provides

4 Revised arrangements for the delivery of Physiotherapy services since completing the latest Strategic Plan.

4 Appointed a new Speech Pathology Service provider.

4 Social work, Dietician and Occupational Therapist services continue to be provided from the Hospitals and Primary Care Division resources.




To review and strengthen Governance, Accreditation arrangements and maintain infrastructure

4 Board of Management members continue to participate in the Department of Health funded - Board of Management Education Program.

4 New Quality and Safety Manager appointed in August 2009

4 Board of Managements House Sub-Committee continues to meet through the year to monitor and implement programs for the ongoing maintenance of infrastructure.

8 Heywood Rural Health is required to manage multiple Accreditation and Standards programs, adding to complexity and workload

To pursue the expansion of aged care services when appropriate

4 Opportunities to apply for new Community Based services are being monitored.

8 The Commonwealth Department of Health and Aged Care Funding (Planning) rounds are providing few opportunities for Heywood Rural Health to apply for new services to date.

To maintain the financial viability of our health service throughout the transition to our new Aged Care/Primary Health Services Model.

4 Finance Management Staff from Portland District Health – engaged on a contractual basis to provide high level Financial/Accounting services to Heywood Rural Health from May 2010.

4 Have established POWER BUDGET software and trained Senior Staff in the operation of same to enable individual departments to monitor their financial to budget performance.

4 Finance and Budgeting systems have been strengthened

8 The escalating cost of SWARH Information Technology alliance is a major problem.


REPORT FROM THE ExECUTIvEParticipation in the Victorian Health Ministers Strategic Planning for Rural & Regional Health Services

The Board Chair and Senior Executive staff have also actively participated in State Wide Strategic Planning forums over the last twelve months; which have included.

January 2011; a forum to discuss the • Commonwealth Government proposal to establish Medicare Locals, as the new Primary Care Service Authorities. The Hospitals Director of Primary Care has • continued to participate in the Medicare Locals planning forums and workshops convened by the Otway Division of GP’sApril 2011; Ministerial – Regional & Rural • Health Services Planning forum at Creswick. August 2011; Ministerial (follow up meeting) • for Regional & Rural Health Services Planning at Colac.

New Plant, Furniture and Equipment

During 2010/2011 the following major items of plant, furniture and equipment were purchased (amounts quoted are approximate and may contain GST):

$1,845.40 46" TV + Wall bracket plus DVD Player

$329.00 Samsung SCX-4623F Printer

$1,234.00 Electric Clothes Dryer & Dishwasher

$3,547.50 Water Usuage Audit - Funded by the Dept. of Health (Vic)

$3,540.60 Replacement of the Fitzroy Lodge Dishwasher

$43,900.00 Change over of two (2) new LPG Ford Sedans

$544.00 4 X over bed tables.

$1,316.70 2 X new notice boards

$8,237.68 2 X Steam cleaning machines + Accessories

$8,151.00 3 X Ambulatory Syringe Pumps + Carry Pouches + Lock boxes

$848.43 Car Park line marking machine + accessories and paint

$915.00 1 X Shower commode chair with front padded seat.

$4,800.00 Removal of 14 Cypress Trees S.East corner of block for Mens Shed Project

$1,347.00 Supply and fit vinyl floor to Kichen area of function room at Old Hospital

$473.90 Supply of six (6) notice hold up rails for various locations at HRH

$174.79 1 X Thermofocus Digital Thermoter for Heywood Medical Services clinic

$131.90 1 X Overwide Shower commode Chair $1,122.00 5 X new replacement pagers for the paging

system $608.80 Replacement of kitchen blender $840.00 Purchase of two (2) bed side lockers $726.00 Full body sling for lifting machines $5,335.00 Replacement SARITIA floor lifter (fund raising

by the Murray to Moyne bike team) $425.21 Swivell Hooks and shackles for the Nursing lift

system $1,628.00 Two (2) Manufactured outdoor metal seats for

new concrete pathway $177.87 6 X Slide Sheets P/Guide Blue $424.50 Slide & Turn Hoist Top-Sheet for Min. Lift

nursing $680.00 2 X full body mesh slings for patient lifting

systems $706.19 3 X Stainless Steel Trolleys (two tier) with

lockable castors. $540.10 2 X Crown 10 Litre Safety Hot water urns $99.00 New mobile Phone for RSL Community Bus $30,776.70 1 X Cardiac Monitor, 1 X ECG Machine AND 1

X Vital Signs Monitor. $1,738.00 1 X New Maytag Dryer $2,177.50 New Medication Drug Trolley for wards $3,314.00 Up-grade of Medical Oxygen O2 Manifold

system to meet new Aust. Stds $980.00 Supply & Install safety glass at Primary Care

Reception $1,792.00 Install (3) outside Awning/Blinds to the East

windows of the Primary care $1,571.56 Pre-Rinse Hose & Tap assembly kit for Kitchen $1,938.62 Lifting Slings/lanyards for Min lift Nursing

systems $965.00 4 X Bridge Chairs (French Blue) $570.91 Patient Slide Sheets X 9 $1,683.00 2 X GB7601 Height Adjustable Tersa Chairs $943.80 Bed Pan Rack for F/Lodge Pan Room $2,085.00 8 X Madison new bed side chairs. $32,730.55 New District Nursing Car $229.00 New office desk chair for Physio dept. $599.45 1 X Nonin 9550 Onyx II Finger O2 Pulse

Meter $22,235.84 Purchase of Min. Nurse Lifting Equipment $1,568.60 Additional steel shelving for the old Hospital

records Archive room $1,253.67 Up-grade of Medical Oxygen O2 Manifold

system to meet new Aust. Stds $1,793.00 Install etching on five internal window/exit

doors at HRH to remove internal blinds $1,414.30 20 X Fixed lanyards for Lifting system $3,694.00 1 X Lifespan distance treadmill for Primary

Care Gym funded by DoH&A $3,332.16 New Nurse Lifting Equipment

$550.00 Bariatric Chair

$5,059.00 Replace Lynne Quayle Wing Curtains



REPORT FROM THE ExECUTIvESouth West Alliance of Rural Hospitals (SWARH) Information Technology Alliance

The SWARH group was established over ten years ago to provide a coordinated approach to the development of information technology in our region. A Wide Area Network (WAN) was established linking hospitals electronically through the use of high capacity microwave technology.

Our buildings include a network of high-capacity; hard wire cabling and wireless systems used to support our telephone and computer systems. Our internal wireless systems have been ungraded twice since they were initially installed as part of our major capital works program in 2002.

Heywood Rural Health has continued to maintain its membership of the SWARH Information Technology Group during the reporting year.

Disappointingly the transition to the new New Department of Health Joint Venture Agreement from July 2009; has resulted in significant additional costs being incurred by Heywood Rural Health with our information technology costs growing from around $100,000 annually to around $220,000 in the short space of two years since the new Joint Venture Agreement (JVA) was introduced by the Department of Health. These additional costs have impacted heavily on our financial result for 2009/2010 and 2010/2011; resulting in deficit results for both years.

More recently the Department of Health has appointed KPMG consultants to review the new JVA agreements and the I.T. alliances (state wide); Heywood Rural Health has advised the Dept of Health that the significant growth in I.T. costs is unsustainable for our organization and we are anxious that the review proceed forthwith and result in changes to cost structures.

Environmental Management;

Our key goals for environmental management remain as follows

Reductions in the amount of electricity consumed • and/or increase offsets from use of electricity generated from renewable sources; in addition to the 10% of electrical power already purchased from these sources now by Heywood

Rural Health. Reductions in the amount of wastes sent to • Landfill; which are predominantly aged care continence aides. A review of our water usage and initiatives • to reduce the amount of water consumed by Heywood Rural Health. Further reviews and improvements to our current • recycle systems for plastics, metals paper and other recyclable wastes, andWhere possible further reductions in the amount • of LPG consumed by Heywood Rural Health.

Volunteers

Our 2011 annual report contains a specific report on Volunteering from our Volunteer coordinator. So at this point in the report I would simply like to thank those who have continued to support our organization, staff and residents in both a financial and voluntary capacity during the year. Our Board of Management sincerely appreciates any gift, whether by way of a cash donation and/or volunteering of time.

Donations 2010 - 2011

On behalf of the Board of Management I would like to specifically thank the following individual’s groups, and organizations that have made financial donations to Heywood Rural Health during the 2010 - 2011 year.

Barco Treelopping

Candice Guinane

Dartmoor Fellowship Group

Florence Nield

Frank Moore

Gwen & Edna Jones Foundation

Heywood Group Junior Brigade – CFA

Jan Huggers

Joan Bruton

Joyce Brasspenning

Julie McDonald

Kerry Brean

Lion’s Club of Heywood

Louise Mier


REPORT FROM THE ExECUTIvEMurray to Moyne Cycle Team

Pam Parker

Promoting Heywood & District

R.S.L. Heywood Sub Branch

Rotary Club of Portland Bay Inc

Sheryl McCubbin

Shirley Hunt

St John’s Anglican Guild

Tex Vaughan

The Kermond Family

The Raeburn Family

The Ray & Joyce Uebergang Foundation

The Smith Family

United Way

Veronica Dowden

Treasurer’s Report 2010 - 2011.

Full details of the Heywood Rural Health financial results for 2010/2011 are contained in our Annual Financial Statements, which have been inserted (as an attachment) into the rear of our Annual Report.

External Audit Program

The external audit program continues to be provided by the Office of the Victorian Auditor General (VAGO), who has contracted the audit work to Coffey Hunt & Co (Warrnambool).

Internal Audit Program

Heywood Rural Health has continued to participate in the joint sub-regional project with Western District Health Services (Hamilton) & Portland District Health.

During the reporting year the sub-regional group selected a new Internal Audit Provider; being RSM Bird Cameron Pty Ltd (Melbourne).

RSM Bird Cameron have been engaged to provide Internal Audit Services from July 2011 to June 2014. At the time of writing this report, arrangements were underway to develop and implement the first years (2011/2012) program.

Finally I would like to thank all of our staff for their continuing commitment to their duties at Heywood Rural Health.

MRS. BETTY GEE MRS. GWENDA MATTHEWS MR. P STARICKPresident Treasurer Chief Executive Officer



REPORT FROM DIRECTOR OF NURSING2010 -11 has been another inspiring and energetic year. We have welcomed many changes in system and process to ensure that we are always providing a Quality level of service to our many customers.

The Director of Nursing is responsible for the following services:-

Acute/Sub Acute care • Urgent Care Service• Pharmacy• Activities/Allied health support• Residential Care• - Sibley Wing- Lynne Quayle- Sydney Qualye- Fitzroy Lodge

Along with over seeing direct service provision I am also responsible for patient advocacy issues, clinical risk management, data management, chaplaincy services and human resource management.

CLINICAL sERVICEs OVERVIEW Heywood Rural Health currently provides 5 acute/sub acute and 45 residential care beds as part of a holistic rural health model. We are dedicated to staff and client safety and continue to pursue safety systems, equipment and education to ensure all customers have a quality level of service provision. The Back injury prevention program is extensively integrated in our service delivery and staff are continuously upgrading their knowledge and skills to maintain this level of care. A recent grant from the Department of Health has enabled us to upgrade our ceiling hoist lifter system.We continue to progress the Heywood Rural Health Services Plan which ensures that care delivery is consistent, sustainable and appropriate for the Heywood community.

URGENT CAREThe Emergency department continues to progress as an “Urgent Care” centre, providing urgent care to 244 patients who come through our doors seeking care.

We have been upgrading our documentation system, through the partial implementation of Trak health. This is an electronic database/documentation system implemented with the support of South West Centre for Emergency Medicine. Dr. Tim Baker and Jenny Foster who have been contributing to this upgrade to ensure that we maximise our response to clients along with maintaining an accurate patient record system. We anticipate to be fully electronic within the next 6 months. Along with this documentation upgrade we have implemented an Urgent Care pathway, to ensure most rapid appropriate transfer is enabled. The Emergency department will continue to offer an appropriate, highly efficient, quality service to the community, from a committed team of health professionals, including Medical and nursing staff. We appreciate the support of Ambulance Victoria, as with their participation we can expedite transfer to a higher care facility.

ACUTE CAREThe Acute Ward has maintained a constant stream of patient activity. This is a vital service for Heywood residents with sub acute needs or chronic health conditions. Inpatient Palliative Care remains an important service which our nursing and personal care staff take great pride in. With the support of our District Nursing staff and the Sub Regional Palliative Care Co-ordinator we are able to meet the needs of the patients and loved ones at this very difficult time. Our nursing and personal care team find this care extremely rewarding.

EDUCATION AND TRAINING On-going professional development is a requirement of all health professionals. Our nursing staff are now part of a National Registration body. The education team continue to organise, conduct and manage the education calendar and staff support programs and provide or resource a wide range of internal and external educational programs. The commitment of Heywood Rural Health to staff development is manifested by the participation of staff in on-going education and regular in-service programs. These sessions ensure staff receive the latest information on equipment and clinical care techniques.


REPORT FROM DIRECTOR OF NURSINGWe have been able to support many students of health care over the past 12 months. We welcome Certificate 3 in Aged care students from TAFE and Workskills. Along with this we have a Year 12 student from Heywood undertaking a School based apprenticeship in Aged care. We have also been able to support a group of Enrolled nurses completing their medication endorsement.

REsIDENTIAL CARE Heywood Rural Health have a variety of residential care beds available. Through the provision of a high level of nursing and personal care we are able to support and care for clients who may need to enter residential careOur rooms are all single rooms with ensuites, with views overlooking the surrounding farmland. Some of our rooms have interconnecting doors to support married couples who may wish to continue to live together within our supported environment.

We have 45 residential beds, including high care level in the Nursing Home and medium care levels in the Hostel. We also have a secure environment for those residents who may need the additional support of a protected environment.

Heywood Rural Health residents are well supported in their daily clinical care by an excellent team of medical staff, health care workers, both nursing and personal carers. Along with this Heywood Rural Health residents have direct access to Allied Health staff, i.e. Physio, Speech Therapist, Dietician, Occupational Therapist, Diabetic Educator and Continence Nurse for regular care and attention.Our residential care facilities provide a friendly homely environment enabling specialised individual care of our residents.

The staff work tirelessly to ensure the residents are settled into our homely environment. The team of staff who attend our 45 residents strive to provide the highest quality of care to the residents and their dedication is seen in the daily service provision which excels in all areas of residential care. Eager to identify ways to enhance care for residents, staff continue to embrace educational opportunities to further their knowledge and improve care.

2011 has been a good year with a continued occupancy rates above 98%. We have welcomed 22 residents into care in the past 12 months, however along with this welcome comes the sad farewell to previous members of our residential family.

VOLUNTEERsOur grateful thanks must go to a small but valuable and dynamic group, without whom we would not be able to provide the wide variety of activities and social support programs, that are so generously contributed. This willing band of people enables us to support the Heywood Rural Health residents and the wider Heywood community.

KATHRYN EYREDirector of Nursing RN Division 1, BN, M Health Management, Certificate of Finance, AFCHSE, MRCNA(Appointed February 2009)



PRIMARY CARE SERvICESOUR VIsION‘Heywood Rural Health Primary Care Services (PCSD) Division’s vision is ‘to deliver a client focused, accessible, seamless service that meets the needs of our diverse community’

INTRODUCTIONThis year our core business remained focused on Chronic and Complex Care and Health Promotion according to both the Heywood Rural Health Strategic Plan and specifically the Primary Care Services Division Strategic Plan 2009 - 2012. To the credit of staff they have continued to demonstrate professionalism, high outputs and quality outcomes demonstrated through the provision of high quality care, flexibility and their ongoing commitment for the communities they serve.

OVERVIEW & WHERE ARE WE HEADINGThe Primary Care Services Division strategic priority areas 2009-2012 are:

Service Refinement• Workforce Development• Partnerships and Relationships• Quality and Sustainability• Marketing.•

In the year 2010-2011 the Division continued to follow its strategic direction, refining service provision assisted through its participation in the State Government Health Department 12 month Quality Improvement Project called ‘Plan-Do-Study-Act’ which has allowed the Division to examine and refine its service systems and coordination policies and support tools.

WORKFORCE DEVELOpMENT AND TRAINING This has continued as a priority area with staff completing training in:

health coaching,• primary mental health first aid,• wound management,• youth drug and alcohol support• palliative care • diabetes education• nutrition and obesity management• physical activity and movement promotion• staff member undertaking a Certificate IV in • Workplace Assessment & Training through South West Tafe Portland Campus,

another undertaking post graduate study in • Adolescent Health Foundations Unit through Deakin University.

pARTNERsHIpsWe have enjoyed working with our many partners from both public, private and non profit sectors to achieve positive outcomes including:

Winda Mara Aboriginal Corporation, • Portland District Health, • Glenelg Shire, • Southern Grampians Glenelg Primary Care • Partnership, Otway Division of General Practice, • Heywood Consolidated School, • Heywood Secondary College, • Aspire, • National Centre for Farmer’s Health, • Western District Health Service, • Casterton Memorial Hospital, • Merino Community Health Centre, • Dartmoor Bush Nursing Centre, • Private Practicing Clinicians Maureen Richter-• Rundell, Physio Freedom, Nicole Barker, Service clubs – Lions, Rotary and Apex, Heywood • Men’s Talk Incorporated Heywood Progress Association. •

CONsUMER pARTICIpATIONWe invited expressions of interest from the community for two consumer representatives to join our PCSD Staff Meetings to assist us to plan, implement and evaluate, in collaboration with our community, commencing in July 2011. Staff have participated in internal audits examining support services for clients with chronic conditions, staff satisfaction and again the Press Gayney Survey will be undertaken with District Nursing and CACPS clients.

CULTURAL INVOLVEMENTStaff, volunteers and board members were invited to participate in the indigenous cultural training program with Winda Mara Aboriginal Corporation. As part of the HRH cultural plan District Nursing has taken the lead with a presentation to new and existing staff as part of Mandatory Staff Training. The PCSD continues to subcontract to Winda Mara Aboriginal Corporation for an Aboriginal Health Worker, Leigh Malseed, to work at HRH one day per week, assisting with the implementation of the


PRIMARY CARE SERvICESCultural Plan and to work with Community Aged Care Packages (CACPS) Coordinator and Health Promotion Staff to deliver culturally appropriate services and programs to our local indigenous community. HRH participated in the Glenelg Shire Reconciliation Working Party and assisted at the Reconciliation Ceremony, held at the Glenelg Shire Civic Centre, and the signing of the Indigenous Agreement with the Glenelg Shire. The Director of Primary Care (DPC) and family and Dietitian, Steven Jay, represented HRH as they joined staff from Winda Mara in the ‘walk across the bridge’ in support of NAIDOC Week and ‘closing the gap’ in indigenous peoples health and wellbeing. Health Promotion Officer Sarah Rogers, Social Worker Robert Jack, Aboriginal Health Worker Jmara Saunders and the DPC attended the South West Aboriginal Health Expo in Warrnambool in March with a service display and participated in the proceedings promoting HRH along with many other services to approximately 300 indigenous people. It was a great opportunity to network with other health services and to share information and culturally specific resources. The Chief Executive Officer and DPC continue to meet bimonthly with Winda Mara CEO, Michael Bell, and his Health Services Manager, Janice Huggers, as part of enhancing relationships and overall enhancing service provision for the local indigenous community.

pROMOTIONSocial Marketing, using a multimedia approach, has resulted in postcards promoting HRH Primary Care and its location, with the 1300 46 88 70 phone and fax 1300 522 510 contact numbers being sent to every metropolitan, regional and local health services, and General Practices. PCSD together with the Aged Care Service ran a series of 3 glossy half page advertisements in the local Portland Observer and regular weekly photos and stories appear in the ‘Heywood Herald’ section of the Portland Observer and the Heywood Community Newsletter. Ensuring our representation at local and state wide forums remains very important. Vicki Barbary, Diabetes Educator at HRH, was invited to review abstracts for the National Australian Diabetes Educators Association Conference to be held in Perth. Carolyn Millard attended the National Wound Nurse Practitioners Conference in Sydney, and Phoebe Maloney Occupational Therapist was notified in May 2011 that her manuscript on clinical placements in rural Southwest Victoria had been accepted for publication in the Higher Education Research and Development Society of Australasia (HERDSA) journal.

DIsTRICT NURsINGDistrict Nursing Service has provided 2757 visits to 739 clients and travelled 9045 kilometres. The Unit have recently upgraded their vehicle to a four wheel drive Subaru to suit the terrain where staff provide services. Carolyn Millard Nurse Unit Manager reduced her District Nursing hours to work as HRH’s Chronic Disease Nurse linking with Portland District Heath supporting clients to coordinate their own care with a chronic condition in the community. The team farewelled Helen Beavis in May to follow her new career path as a Practice Nurse at the Heywood Medical Group – a valuable link none the less for the Primary Care Services Division. The service recruited two permanent part-time staff – Maureen Heenan and Thea Brown, joining Louise Macklin, Kaye Childs and Carolyn to ensure a very well experienced district nursing team. Professional development and training continues to be undertaken by the unit with Regional Cancer Link Nurses and Regional Wound Management Programs.

COMMUNITY AGED CARE pACKAGEs The Community Aged Care Packages (CACPS) continue to provide coordination of care supporting 12 clients – 7 general community clients and 5 Aboriginal & Torres Strait Islander (ATSI) to remain in the comfort of their home. The Commonwealth Government is reviewing the CACPS Program, no announcement at the time of this report had been made regarding further packages. The CACPS Surveyors conducted a periodic review making a number of recommendations among them to increase the staffing hours and to revise the tools used for assessment and care planning. Enrolled Nurse Division Two, Tracy Kingsbury, joined Heather Liddle in the CACPS Program and clients have been gradually reassessed and their new care plans implemented. The tools were sourced with permission from Villa Maria Society Melbourne. Some work was also undertaken with the support of Villa Maria staff at Warrnambool and Winda Mara Aboriginal Corporation as part of this continuous quality improvement process. The CACPS program has brokered services for home and personal care for its clients and this year welcomed a number of cleaning staff and personal care workers directly employed by HRH to fill service gaps with staff already employed by HRH Residential Aged Care.



DIsCHARGE pLANNING & INTAKEThe Discharge Planning and Liaison Service (DPL) extended its role to ‘intake’ service to assist community members returning back to the region following having received healthcare in either metropolitan or larger regional health services. Thirty five (35) clients were discharged from HRH requiring support of the DPLO Julie Davis and Heather Liddle with intake seeing a slowly growing number of clients seeking services or information. Heather Liddle resigned her position in Discharge Planning to concentrate on the CACPS Program with Tracy Kingsbury joining Discharge & Intake at HRH. The Intake & Referral Policy has been implemented and will continue to be refined with time. There were 73 contacts made through the new intake system within the reporting period.

CHRONIC DIsEAsE FOCUsDiabetes Education services are available every Tuesday at HRH subcontracted from Portland District Health. The Diabetes Educator Vicki Barbary works with Steven Jay Dietitian to provide “a one stop shop” to promote convenience of access to these services. Monthly on a Thursday the Dietitian, Diabetes Educator with subcontracted Podiatrist Maureen Richter-Rundell visit the Merino Community Health Centre as part of a “one stop shop” approach to comprehensive diabetes support service provision. Carolyn Millard is working in the Chronic Disease Care Coordination role servicing Heywood and Dartmoor clients. Tracy Stafford and Leonie Bartlett continue to facilitate Stanford Chronic Disease Programs at Casterton & Heywood with another planned in Heywood in partnership with the Glenelg Shire later in 2011.There have been:

86 contacts with Chronic Disease Management • Nurse 17 clients received asthma education • 188 episodes of service provided by the • Diabetes Educator to clients 178 contacts accessing community health nurses • through the Better Health Self Management Programs for people and carers of those living with chronic conditions.

Receptionist Kerry Finck supported clients in providing a weekly phone, text or email reminder service for a pending appointment with an allied health or specialist nurse in the following week. This service has been extended to the Volunteer Roster for Meals on Wheels and it has overall been well received by clients and volunteers who have consented to receive a reminder.Diabetes clients will soon be provided recall letters regarding review by the Diabetes Education-

Dietitian at Heywood & Merino according to best practice clinical management guidelines.

MENTAL HEALTH & WELLbEING Mental Health and promotion of opportunities for socialisation is an important part of mental health and wellbeing through such programs as ‘Eating with Friends’ and the “Mens Talk Incorporated’ that links with our Mens Health Community Health Nurse. These two programs produced 150 meals for Eating with friends over seven luncheons and 114 individual client men’s health contacts and 19 men’s health group contacts which does not capture the work undertaken by Peter Starick CEO, Gary Butt, Maintenance and myself in the planning and acquiring funding for the Men’s Shed with our partners including:

Department of Communities Victoria, • Glenelg Shire, • Winda Mara Aboriginal Corporation, • Men’s Shed Association, • United Way Glenelg, • Portland Aluminium, • Philanthropic, • Heywood Community Clubs and Service Groups • and private individuals and organisations.

The Men’s Shed will be launched in July 2011 with the building and fitting of the five-bay shed as another vehicle for promoting mental health and wellbeing in our community.

HRH has also enhanced links with Aspire Mental Pathway supporting people living in the community and their families living with a mental health condition. This year it trained 15 Heywood Rural Health staff and volunteers in Mental Health First Aid Training including the Intake Staff who are often on the front line of receiving inquiries. This very practical two day course was heavily subsidised through the Rural Primary Health Services Program.

COMMONWEALTH RURAL pRIMARY HEALTH sERVICEs pROGRAM FUNDING pROVIDED bY DEpARTMENT OF HEALTH & AGEINGCommunity Nursing and Allied Health Services within the PCSD have continued to be funded through the Rural Primary Health Services Program by the Department of Health & Ageing at the Commonwealth or through the State Health Department. Services are provided to Dartmoor, Casterton, Merino and Heywood and surrounding districts. Both a mix of clinical and health promotion activities have been undertaken in partnership with local services including health and education.

PRIMARY CARE SERvICES


PRIMARY CARE SERvICESALLIED HEALTH & spECIALIsT NURsING sERVICEsAllied Health Services include Social Worker/Counselling (223 Client consults), Dietitian (525 client consults), Occupational Therapy (378 Client Consults), Physiotherapy Outpatient’s (506 client consults), Podiatry (89 consults provided to community clients at Heywood Senior Citizen’s Rooms, Dartmoor Bush Nursing Service & Merino Community Health Centre) and Speech Therapy on a required basis (less than 5 clients). Our Dietitian and Occupational Therapist also have been subcontracted to the private nursing home Glenelg Community Aged Care; however, their services have not been required to date. Specialist Nursing Services including Diabetes Education are provided on a on a weekly basis in addition to an outreach clinic at Merino Community Health Centre with growing demand to receive diabetes self management by clients locally. Vicki Barbary is currently working towards becoming accredited with the Australian Diabetes Educator Association (ADEA) with a formal mentoring program for her final six months with Michelle Robbins, Credentialled Diabetes Educator Nurse Practitioner, Barwon Health. There are plans ahead to look at implementing a group education program based on client interest next year.

The Community Health Nurse Helen Anderson multiskilled in Women’s Health (84 women health consults), Asthma Education, Continence Advisor in the Community for men and women, is also a Quit Facilitator with the opportunity to develop her role as part health promotion- prevention.

Lymphodema Massage Nurse Elaine Evans provides a weekly service (221 client contacts) and Community Health Nurse Rosa Vaughan has conducted workplace health screening to 15 Heathmere farmers as part of the Sustainable Farm Families Program and 22 from Seppelt’s Winery - a popular annual screening event. Rosa has provided hearing tests in partnership with the mobile screening truck with Wimmera Hearing Service, with 105 clients screened at Heywood, Merino, Dartmoor and Nelson of which 36 clients required further testing. This was funded by the Rural Primary Health Services Program that HRH auspices on behalf of the Commonwealth Department of Health & Ageing.

HEALTH pROMOTION & pREVENTIONHealth Promotion saw the change of focus that aligns with our population’s health needs, in turn driving Commonwealth priorities and those of the local PCP and Glenelg Shire. The current health prevention include the following: Active Communities,

Food Security, Social Connectedness, Children’s & Adolescent health together with the fifth priority Farm Families with the hosting of the Sustainable Farm Families Program facilitated by the National Centre for Farmers Health in partnership with Heywood Rural Health and Department of Primary Industry. The Division employed a new Health Promotion Officer Sarah Rogers to lead this strategy, working with Community Health Nurses and Allied Health Staff to implement a broad range of strategies. The Walking School Bus in partnership with the Heywood Consolidated School and the Glenelg Shire has been very popular with its own delegation of Volunteer conductors ensuring that children have the opportunity to walk to and from school within a safe and supervised environment. The program was launched by the Mayor and has regular guests such as the Victorian Police and the safety mascot ‘Thingle Toogle’!

Tracy Stafford Community Health Nurse, a trained fitness instructor with over twenty years experience has implemented a community gymnasium and conducts gym assessments and writes programs for clients. She leads Monday and Wednesday classes at HRH addressing posture, movement, strength and balance, with the pilates classes very popular at Dartmoor Bush Nursing Centre. These various opportunities to improve physical health and wellbeing have been accessed on 588 occasions by clients, including 355 gymnasium attendances. Dietitian Steven Jay is providing health and nutrition services at HRH and Winda Mara, providing community information sessions with clubs and services, oral health programs and preschool 0-6 years at Dartmoor Bush Nursing Centre and Merino Community Health Centre. He is responsible for leading the ‘Eating with Friends Program’. Faye O’Dwyer Receptionist supports the Community Transport Services.

This year Heywood Rural Health had 23 children aged from 1 year to 11 years visit the Portland District Health Oral Dental Hygeinist and Dental Nurse for oral health checks at HRH. Half of the participants required further follow up with Karen Madden and her team back at the Public Dental Clinic in Portland. This service will be offered twice a year to secondary school children on a healthcare card and to any preschool and primary school children who missed out on this service.



PRIMARY CARE SERvICESChildren and Adolescent Health continues to be lead by Community Health Nurse Leonie Bartlett and Sarah Rogers HPO who have been assigned to develop partnerships, and integrate service provision and health promotion activities with the primary and secondary schools addressing nutrition, physical activity and self esteem and sexual health. Other programs that have been well attended by the community include:

‘Eating with Friends’, • Positive Parenting Program, • Injury Prevention/Farm Safety • Physical Activity Programs specifically for • promoting active children with all schools being supported to be accredited ‘Kids Go For Your Life’ at Casterton (2), Merino, Heywood and Dartmoor.

All schools are now accredited with the schools physical activity program with their own individual school plans with the support of Portland District Health KGFYL Coordinator Linda Smith and HRH Community Health Nurse Leonie Bartlett.

COMMUNITY TRANspORT HRH recognises that community transport plays a pivotal role in the ‘social model of health’ (World Health Organisation, 1986) and along with our partners have invested accordingly including the RSL Community Bus. Training of Volunteers Drivers in the classroom, driving the new bus and use of the new lifting equipment has been undertaken in conjunction with the South West Community Transport Program, held at Macarthur. Our community vehicle provided 341 clients with travel assistance driving clients to appointments over 15,664 kilometres. The Community Bus travelled 7,059 kilometres with 1,373 occasions offered free to health and community services streams. We appreciate and thank our Volunteer Drivers for supporting our service, ensuring our clients arrive at their appointments safely and on time. It is an excellent service and is open to anyone in the community who needs assistance to get from A to B, whether within Heywood, to Hamilton, Portland, Warrnambool, Mt. Gambier ensuring clients attend medical, healthcare appointments, social and educative programs.

VOLUNTEERs pROGRAM On behalf of the Volunteer Coordinator Lindy Stuchbery and all of the Staff at Heywood Rural Health, I would like to extend our sincere thanks to our dedicated and hardworking volunteers, whether they

be volunteering for Meals on Wheels, Gardening, Day Activities Program, Transport (in either car or bus) and Community Singing equating to 250 hours of service every month. The Meals on Wheels program delivers 600 meals every month, rain or shine. A new program is the Walking To School Bus which commenced in April. Volunteers meet primary school children at a central location, and walk them to school, teaching them about road safety.

Volunteers attended meetings in November, December, February, January and May. 55 Volunteers attended the Christmas luncheon.HRH Volunteers were offered flu vaccines and subsidised bowel scan kits.Volunteer training held in May included First Aid and operation of the Community Bus hoist. Polo shirts featuring the HRH logo were distributed to thirty Volunteers to promote the service, for ease of identification and to raise the image of the Volunteer program. An application was made for a grant for materials to construct raised garden beds for the Sustainable Gardens Program. It is hoped this program will enhance the already existing gardening project and lead to a partnership with Heywood and District Secondary School.

Two Volunteers were nominated for state Volunteering Awards and while our applications were unsuccessful, Heywood Rural Health will continue to make nominations to recognise the wonderful contributions of Volunteers. The Extreme Fire Warning policy remains implemented, meaning families in outlying areas will have to continue to make alternative arrangements for meals on these days.

Forty-three Police Checks have been sought since October (including new applications and updates). The Walking To School Bus and Men’s Sheds Volunteers also require Working With Children Checks. Acceptance of the need for Police Checks is much more positive with many Volunteers working in other organisations. Unfortunately Heywood Rural Health has seen the loss of Heywood Apex Club from our Meals on Wheels roster, due to dwindling membership. Our thanks go to the Parry family for enabling Apex to continue up until the end of June. Fortunately, Friends


PRIMARY CARE SERvICESof Apex have stepped in and filled the gap and enable the weekend delivery of Meals on Wheels to continue. Certificates of thanks have been awarded to many Volunteers with 5, 10, 15, 20 and thirty years of service. HRH welcomed 28 new volunteers this last year. We farewelled another15 due to personal health or other demands. During the next year, the Volunteer Program will focus on developing its new programs and securing new Volunteers.

Certificates of thanks have been awarded to Heywood Lions Club and Heywood Gardening Club.Eighteen Volunteers responded to the ‘Volunteer Satisfaction Survey’ key findings were:

Volunteers gain great satisfaction in the role • and feel part of a team; Many Volunteers have been doing so for more • than five years; There is a desire for additional training for • meeting the needs of clientsGood communication is very important. •

sTAFFThe recruitment and retention of quality staff continues to be an on going challenge to maintain our full complement of staff particularly with the opportunities for our younger staff to travel overseas or the desire for staff to return to where their families’ networks reside. This year our Occupational Therapist Phoebe Maloney resigned in May. The locum OT we recruited to cover, Maria Smart, completed her contract after three months as she had booked a trip to the UK for four months with her partner. We are now recruiting for the OT position and the Health Promotion Position. We lost our Aboriginal Health Worker Leigh Malseed to Hamilton in January of this year, he was replaced by Jmara Saunders who resigned in May from Winda Mara; we are looking forward to the return of Leigh in July. Fortunately, we were successful in recruiting a full-time Dietitian Steven Jay from Melbourne, originally from Canberra.

We have had a number of Division One Student Nurses from Latrobe University and Deakin University

undertaking clinical community placement. Plans are afoot to take clinical placement for one day of third year Pharmacy Students from Latrobe University in July of this year.

WHERE TO NEXT?The Heywood Rural Health Primary Care Services Division will:

Continue to work towards our Strategic Plan • for the Division and that of Heywood Rural HealthMaintain current services and enhance service • provision where requiredContinue to promote quality primary care • services including health promotion and chronic and complex care services to the community and beyond to those who seek our servicesContinue to honour the agreements to our • partners and fundersSupport, attract and retain our most important • asset - our staff and our volunteers Work with the local Guardian Pharmacy • to implement a National Diabetes Supply Services (NDSS) outlet to ensure that people registered with the national scheme will be able to access their needles at no cost, access their blood glucose strips at a substantially reduced cost Launch of the long awaited Men’s Shed at • HRH in partnership with the Heywood Men’s Talk Incorporated, Department of Communities Victoria, Glenelg Shire and many other service clubs, community groups, individuals, philanthropic and non profit organisations such as United Way Glenelg. HRH Primary Care Services Division was • nominated by a local community member for the Regional Achievement & Community Award – Healthy Participation to be announced in August.

FIONA HEENANDirector Primary CareB. Nursing, Grad.Cert. Diab.Ed, B.Ed, Grad. Dip Business (Manag.)



PRIMARY CARE SERvICES

The Heywood Men’s Talk Group started by having Christmas lunch at Heywood Rural Health in December 2006. At that time we asked if there was a men’s group in Heywood, but there was none. The late Milton Savill then put advertisements in local shops to advise local people of the interest in forming a group.

Our First meeting was at Heywood Rural Health on the 9th January 2007, after that our group met every second Tuesday.

Our Foundation members include; The late Milton Savill, Daryl Brown, Terry Sparrow, Norman Sparrow, John McKenzie and Billy Bakey.

During the first two years, we would meet at the Bakery, if not the hospital. After this, we started to meet at the Windamara Cooperative.

We tried to find a venue of our own, and the Heywood Railway Station & Homerton Hall were considered, but not taken up by our group.

Not long after this, and through consultation with Heywood Rural Health, the hospital agreed to

allocate a space in the South East corner of the Hospitals property for the erection of a new Men’s Shed Complex. The Glenelg Shire Council then came to our assistance with an application to the State Government (Dept. Of Communities Victoria) for funding to assist with the cost of construction; this was quickly followed by a number of other donors coming to our financial assistance, and our building project very quickly became a reality and was officially opened on the 24th July 2011, by The Hon. Denis Naphtine (Member for Southwest Coast).

We would like to thank our Donors and the Staff of Heywood Rural Health for assisting our group to achieve a brand new, purpose built venue.

Our shed has been built, and the challenge now for our group is to continue our fund raising efforts to enable us to buy more plant, equipment and tools for the Heywood Men’s Shed.

At June 30th 2011; the closing balance of our bank account was $2,673.

N. SPARROW

HEYWOOD MEN’s sHED

Gloria & Jim Rankins – Community Transport (volunteer) Drivers


CATERING AND ENvIRONMENTAL SERvICES REPORT2010 - 2011 has been another busy and productive year for the Domestic Services team at Heywood Rural Health with unannounced visits, annual external food safety audit, visits from the Environmental Health Officers for spot checks, external cleaning audits, together with our regular internal cleaning audits, all of which has validated we are continuously improving in our service all year round.

We have maintained a stable work force. Catering has 1 Full Time, 9 Permanent Part time, 4 Casuals and 2 Apprentice Chefs. Environmental area has 9 Permanent Part time and 1 Casual staff.

The catering team have facilitated the opportunity for 2 people to enrol and complete chef apprenticeships with one due to complete in 2012 and the other in 2013.

The catering department has been very productive over the last year with the following table demonstrating the volume of meals supplied - an increase of 20%.Meals produced for 2010 - 2011

Our meals are home cooked including the morning and afternoon teas with the favourite being scones 3 times a week appreciated by both the residents and staff.All of our residents receive a cake for their Birthday.

Linda Swan, a member of our catering team, was nominated for and awarded a “Pride of Workmanship Award - Do it once, do it well” from the Rotary Club of Portland. This award was very much appreciated by Linda and is recognition of the pride the Catering staff takes in providing an excellent meal service to their community.

Since July 2010 public hospitals have been required to report to the department the results of three cleaning audits each financial year. All audits are to be undertaken by a qualified Victorian cleaning standards auditor (QVCSA); that is, a person who has successfully completed the Victorian cleaning standards auditors’ course.The external audits are conducted for us by staff from Portland District Health

The Environmental staff have reviewed and revised their systems to increase the effectiveness of their cleaning.Their pride in making sure that the facility is cleaned to the Department of Health’s minimum Cleaning Standards benchmark of 85% has seen the scores increase above this minimum level.The following table demonstrates the improvement achieved by the staff.

As well as the three external cleaning audits, monthly internal audits are completed by staff who are also involved with all of our accreditation surveys.

Domestic services staff have maintained and improved their knowledge and skills with education that is applicable to their departments as well as completing yearly compulsory in house training.During the year staff attended refresher education in:

Microfibre Cleaning• Managing chemicals• Food Handling•

Our seamstress is in great demand by the residents for ironing and small clothing repairs that help to maintain the residents clothing in good condition.Recycling is an ongoing commitment which we encourage all departments to participate in. We have increased our recycling of plastics and tins throughout the facility as well as the recycling of newspapers and cardboard boxes.

With a grant received from the Department of Health staff are looking forward to having the floor covering replaced in the kitchen in the near future.Once again I would like to congratulate all of the Catering and Environmental staff for their help and continued support throughout the last 12 months.

MRS. CHRISTINE DUYVESTYNChef / Domestic Services SupervisorJune 2011

Area 2010-2011 2009-2010Post Acute Care Clients 208 204CACPS 1071 975Riverwood 565 545Meals on Wheels 4227 4940Heywood Senior Citizens 467 864Acute patients 4992 2968Nursing Home 17036 14564Hostels 46852 38008Hospital & Glenelg Outreach Functions

132 124

Planned Activity group 518 152Total meals for year. 76,068 63,334

Rotary Club of Portland past president Erin Baker, left, and president Terry Hallett, right, stand behind award winners Caset Anson, Desirae Bennett, Linda Swan and Carly Critchley.

Reportable Cleaning Audits

83.1%

91.5%

96.0%

75.0%

80.0%

85.0%

90.0%

95.0%

100.0%

Perc

enta

ge

Jul-10 Nov-10 Mar-11



MAINTENANCE DEPARTMENTThis year has seen HRH maintenance division entering into many new projects much of which we have listed below.

EssENTIAL sERVICEs (FIRE sAFETY)Currently we have Elliott’s Fire and Safety contracted for 36 months with the agreement expiring on the 1st November 2013.The State (DHS) Triennial Fire Safety Audit was conducted in January 2008 by Bodycote Warrington, 80% of the recommendations therein have been completed at this time.

VEHICLE FLEET Two administration cars replaced.

WAsTE RECYCLINGWe have a waste recycling program in place.

sOLAR HOT WATER pROJECTs Installation of solar hot water systems on both the old hospital and the new complex are working well.

REpAINTING pROGRAM (EXTERNAL)Repainting of the external area’s of the new complex is progressing in sections as staff subsidised under the Western District Employment Agency (WDEA) training scheme becomes available.Refurbishing and painting of the external wrought iron work is currently underway in the Sibley, Sydney Quayle and Fitzroy wings

REpAINTING pROGRAM (INTERNAL)A repainting program is planned in the new complex (Sibley, Sydney Quayle and Fitzroy Lodge) using labour subsidised by the WDEA training scheme. Hallways in Sibley wing completed and Fitzroy is now under way.

pROJECTs UNDERTAKEN DURING THE pAsT 12 MONTHs14 cypress trees removedBench seating installed for new concrete walkway.Asbestos ReportFitzroy Lodge Dishwasher replacementEnlarged concrete pads for waste bins and Bore pump shedReplaced GOPH reception security windowNew Awnings fitted to East windowsNew Awning fitted to Catering office window

Men’s Shed construction projectNew rinse tap for kitchenKitchen mixersUpgraded kitchen powerpointsFootpath to Barclay StreetFire door roller blind removal and installation of diffused coating on glass for privacyInstall Digital TV’sLynne Quayle Window securityVinyl installation in Sydney Quayle R 5Carpet installation in Sydney Quayle R 7Bathroom Cabinets installed in Sydney QuayleDigital TV’s x 3 installed in RSL wingDigital TV installed in Sydney Quayle Day roomFlat screen TV Old Hospital function RoomLynne Quayle internal curtain replacementInstalled Laylah lifting track assemblies x 4Various door locks changed to comply with Australian Standards in the Old Hospital complex.

FUTURE pROJECTs Lynne Quayle wing upgrade Solar power project proposalA submission was made to DoH for a solar power generating plant, to supplement our green energy requirements and hopefully our energy bill Install perimeter Irrigation line around site for Fire and IrrigationUpgrade Fire Hydrant system to Aust Std’sFitzroy outdoor Verandah enclosure Replace kitchen floor

MAINTENANCE VOLUNTEER AND WDEA TRAINING pROGRAM LAbOUR

VOLUNTEERsNeville Aitken• Barry Sharrock• John Hamilton•

WDEA sUbsIDIsED sTAFFDavid Bevan• Darren Kershaw•

Environmental Performance Report

During 2009/2010 the Chief Executive Officer and Maintenance officer attended four Department of Health


MAINTENANCE DEPARTMENTResource Smart information sessions at Colac Hospital. The Resources Smart program is designed to assist health services with improvements in environmental systems.

As a result of our involvement in the Resource Smart Program - Heywood Rural Health has identified the following key areas for further environmental improvements in coming years.

Reductions in the amount of electricity used by 1. Heywood Rural HealthReductions in the amount of plastic based 2. continence Hygiene Aides sent to land fill. New recycling bins and further improvements to 3. our recycling collection system. Reductions in the amount of LPG gas 4. consumption.Reductions in the amount of water consumption 5. by Heywood Rural Health

The Department of Health has provided a grant to Heywood Rural Health to enable the Health service to undertake a full water use audit, which was conducted in June 2010. The report delivered in 2010/2011; made subsequent recommendations on how Heywood Rural Health could improve is water usage. A request for additional funds to action some of the recommendations was made to the Department of Health; however no new funds have been allocated for this work at this time. Heywood Rural Health has a waste-recycling program in place. Recyclable waste is now collected at various points around the complex for transportation to recycling depots. As a result, our hospital estimates that we have achieved a 25% reduction in the amount of waste sent to landfill sites.

Heywood Rural Health has established a worm farm project for the disposal of organic waste from the hospital’s kitchen as an alternative to sending waste to landfill.

The hospital now has five (5) LPG-fuelled motor vehicles, resulting in greater operational savings for the hospital. The cars are more environmentally friendly, as they operate only on LPG. Of the four other remaining motor vehicles, three operate on unleaded petrol and one on diesel fuels.

During 2007/2008 Heywood Rural Health received a grant from the Department of Human Services to fund the installation of a Solar Hot Water system. The system is designed to supply solar preheated water to the LPG water heaters (at the old hospital and new complex), reducing the amount of LPG gas required to heat water for use at the complex. The full cost of the solar hot water system was $55,000. The solar hot water system has assisted Heywood Rural Health to address its green house gas reduction target with respect to LPG gas usage.

The House Committee and staff routinely review the types and amount of waste being discharged into the environment by Heywood Rural Health, and in doing so look for new opportunities to minimise the amount of waste coming from our hospital and aged care operations.

Our hospital has found that by making small changes to its systems on an ongoing basis, the organisation is making steady progress towards better environmental performance.

Buildings & Maintenance

All existing buildings comply with the Building Act 1993 and building regulations in force at the time of construction (1999-2002).

All buildings are subject to a Fire & Safety Audit & Risk Assessment as directed by the Department of Health Capital Management Guidelines. Heywood Rural Health’s last Fire & Safety Audit was performed in January 2008.

As a result of the survey the Health service received a report which contained thirty-six (36) recommendations to improve overall fire safety. Heywood Rural Health is currently addressing these recommendations, and at the time of writing this report has 28 (78%) of the recommendations addressed, these are still subject to re audit.



MAINTENANCE DEPARTMENT

Goals

To maintain the existing premises to the Standards required.To continue to implement improvements to HRH property and assets.Strive to implement further environmental actionsFoster relationships with WDEA to utilise more subsidised maintenance staff .Maintain relationship with Volunteer maintenance staff.

Achievements

4 All essential services under contract

4 Good relationship with WDEA and Volunteer staff

4 Improved maintenance of HRH assets

Disappointments

8 Shortage of full time payed staff to maintain HRH Facilities

The Future

Continue to work to improve HRH assets. Continue to improve conditions for HRH residents and staff.

GARRY J BUTTHRH Facilities Maintenance Division

ENERGY CONsUMpTION

Energy Consumption 2009/2010

Electricity peak (kw) Electricity offpeak (kw) LPG (litres) Water (kl)Totals 193533 166709 101855 4173

Electricity peak (kw) Electricity offpeak (kw) LPG (litres) Water (kl)Totals 198713.91 168691.87 101428 4077

Energy Consumption 2010/2011

Maintenance Requisitions Trend

0100200300400500600700800900

1000

July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June

2008/9 2009/10 2010/2011


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QUALITYOF

CARE REPORT2010 - 2011


QUALITY OF CARE REPORTHEYWOOD RURAL HEALTH QUALITY OF CARE REpORT FOR 2010-2011IntroductionThe Board of Management and staff of Heywood Rural Health (HRH) are proud to present to our community this Quality of Care report providing information on the quality improvements we have undertaken to deliver safe care to our community for 2010/2011.

This report is published as part of our Annual Report and prepared using the guidelines from the Department of Health (DOH) and is distributed to all areas of HRH and copies are distributed to community groups, local medical clinics, residents and families, Volunteers and Department of Health (DOH).

The report provides information on:Consumer, carer and community participation• Continuity of care• Quality and safety•

Key Achievements during 2010 - 2011

4 Introduced the Heywood adapted Liverpool Palliative Care Pathway

4 Single Point Entry to services for consumers reducing delays and duplication of information.

4 Standardised Skin Tear management to best practice using silicone based dressings

4 Purchase of Cardiac Monitoring Equipment

4 Purchase of Vital Signs Monitoring Equipment

4 Resident Monthly Newsletter provided to families and residents

4 Replacement and upgrade of the Overhead Lifting System

4 Purchase of Sara 3000 Standup Lifter with funds raised by the Heywood Murray to Moyne Team.

4 Upgrade to the Nurse Call system

4 Dementia specific grant funding to create an enclosed sun room for residents in Fitzroy Lodge

4 Fete involving staff, residents and the community – funds raised purchased a Medication trolley and a covered seat for the walking pathway

4 Footpath to Barclay Street extending safe walking area for residents

4 Men’s Shed Project for Heywood Community.

Disappointments

8 Inability to receive patient feedback reports from the Victorian Patient Satisfaction Survey due to low numbers of admissions and returned surveys.

Future PlansIncrease consumer participation and consultation • in our servicesPatient Centred Care•

DemographicsHeywood - Central Rural is a predominantly rural area located in the central part of the Glenelg Shire. Includes the townships of Dartmoor, Heywood and Nelson and the rural localities of Bessiebelle (part), Branxholme (part), Breakaway Creek (part), Condah, Drik Drik, Drumborg, Grassdale, Greenwald, Homerton, Hotspur, Lake Condah (part), Lyons, Milltown, Mount Richmond, Mumbannar, Myamyn, Wallacedale (part) and Winnap.

Settlement of the area dates from the 1840s, with land used mainly for grazing and timber-getting. Growth was minimal until the late 1800s and early 1900s. The most significant development occurred during the early post-war years. The population has declined slightly since the early 1990s, a result of little change in the number of dwellings and a decline in the average number of persons living in each dwelling. Much of the r rural area is used for farming and timber-getting. (Glenelg Sire Council Website July 2011.)

Heywood Rural Health provides care to approximately 3,283 consumers based on the 2006 Census data for Heywood Central Rural area.

The majority of our population is English speaking with the largest age group being 18 - 64.

Population by Age (2006 Census)

0%

10%

20%

30%

40%

50%

60%

0-4 5-17 18-64 65-84 85+



QUALITY OF CARE REPORT“DOING IT WITH Us NOT FOR Us” sTRATEGIC DIRECTION 2010 - 2013, DEpARTMENT OF HEALTH VICTORIA.Why Consumer Participation?Participation in health is an essential principle of health development, clinical governance, community capacity building and the development of social capital in our community.Participation by consumers, carers and community members in decisions about their care and treatment, our health service planning and the wellbeing of their community is valued as:

An aid to improve health outcomes and the • quality of health careAn important democratic right• A mechanism to ensure accountability•

Our Commitment to consumer, carer and community participation.

Some of the areas we have been working on to meet the strategic direction in the last 12 months are:

Developing and adopting a Consumer • Participation PolicyAppointing consumer representatives to our • Primary Care ServiceAn active partnership developed with Winda • Mara Aboriginal Cooperative with a joint Service Agreement funding 16 hours for a Senior Aboriginal Health Worker position at Heywood Rural Health to assist with client integration and access to services.Participation in Cross Cultural staff training • delivered by Winda Mara.Consulting and involving consumers, carers and • community members through: –

- Community members on our Board of Governance.

- Carers group facilitated and supported by Heywood Rural Health

- Convening a yearly resident family meeting- Regular resident meetings

Suggestion boxes are strategically placed • at each entrance to our services to gather community comment/input into improvements we could make to our services.Compliments, complaints and suggestions are •

reported monthly via our Quality and Safety Committee and Bimonthly to the Board Quality Committee. Information on outcomes is feed back to staff and consumersCompleted arrangements with Southwest • Healthcare to provide Ethics Committee consultation for Heywood Rural Health in matters of ethics, quality, clinical and corporate governance committeesCommunity Board members participated in • “NOUS” training to help them understand and meet their responsibility in Governance of the organisation.Reporting our achievements against the • standards in this Quality of Care Report – asking consumers for feedback on the content of the 2010-2011 report.

Planned Improvements:

We intend to conduct an audit of existing • consumer information resources against the “Checklist for Assessing Written Consumer Health Information” over the next 12 months to ensure it is user friendly for our community.Build capacity of staff to support consumer • participation

Working with our Community

During 2010 the community was seeking a location for a Men’s Shed home in Heywood.As part of our health promotion and prevention program’s health priorities, farmer’s families and social connectedness the Heywood Men’s Shed project was provided with a site on part of our property.

Construction was quickly under way closely watched by an enthusiastic group of local men eager to have the project, a 5 bay shed, completed.

There were many hours of donated time and services with funding received from the Department of Communities Victoria, Glenelg Shire, philanthropic and non profit organisations, United Way Glenelg and Corporations such as Portland Aluminium with the driving force being a group of local men in Heywood and surrounding Districts called the ‘Heywood Men’s Talk Incorporated’


QUALITY OF CARE REPORTMeeting for a number of years the group have met at Winda Mara Aboriginal Corporation and it is anticipated that with the strengthening partnership with Winda Mara Aboriginal Corporation and Heywood Rural Health that this link will continue to mature.

The opportunity to link to male residents of our facility who are very keen to be involved with ‘blokey’ activities is value adding to this ‘whole of’ community project.

AUsTRALIAN CHARTER OF HEALTHCARE RIGHTs- YOUR RIGHTs.

Access – a right to access health care.• Safety – a right to receive safe and high quality • health care.Respect – a right to be shown respect, and to be • treated with dignity and consideration.Communication – a right to be informed about • services, treatment, options and costs in a clear and open way.Participation – a right to be included in decisions • and to make choices about your health care.Privacy – a right to privacy and confidentiality • of your personal information.Comment – a right to comment on your health • care, and to have your concerns addressed.

bREAKFAsT AT HEYWOOD - OUR FACILITY COMMUNITY ACTIVITY.A café style breakfast for residents, family members and staff was organised by Phyllis Moffat at Heywood Rural Health on the 13th November 2010.An open invitation was created, enabling residents, family members, friends and staff to join in the social setting of a cooked breakfast within the 3 unit dining rooms. A menu consisting of bacon, eggs, tomatoes, baked beans, sausages, toast, juice, tea and coffee was served to over 35 family members and staff joined by our 45 residents.

Lively chatter occurred throughout the dining rooms as people gathered to enjoy the feast among a great social setting.

Phyllis and her assistants set the dining rooms up to be most welcoming providing a wonderful social setting for residents, families and staff to participate in together.

The variety in the breakfast provided a choice for even the fussiest of eaters; the variety was also appreciated by the residents who often don’t get this choice in their meal management.

As the meal concluded a number of people were heard to ask “When is this going to occur again!”

Participants enjoying hearty breakfast.

Phyllis and helpers preparing breakfast.



QUALITY OF CARE REPORTCONsUMER FEEDbACK - COMpLIMENTs AND COMpLAINT MANAGEMENTCompliments

Through the year we received many cards and letters from family members expressing their appreciation for the care given to both residents and family members by our staff.

The staff are very appreciative of the acknowledgement of their efforts with the following a snapshot of comments received:

From the family of a departed resident - “..just a short note to say a big thank you to all, you were so helpful and caring and made our journey a lot easier”

On our Resident Newsletter “…thanks for the newsletter in the account, it was great, even the husband is doing the quiz at the back”

From a Fitzroy Lodge family member – “..the facility is absolutely wonderful, it has such a warm, caring feel about it and I want to thank everyone for the way they look after mum”

Complaints

Heywood Rural Health received 28 complaints for the year an increase of 3 from previous year.All complaints were promptly responded to and resolved to the satisfaction of the complainants.

The majority of complaints were either minor or routine in nature and could be easily resolved at the time by an explanation.

One complaint resulted in a visit from the Aged Care Complaints Investigation Service who found that

our process and response to be appropriate and timely.

All complainants were contacted by the Chief Executive Officer or Director of Nursing.

Complaint Key Performance Indicators (KPIs)

All complaints were responded to within a 48 hour time frame and 100% of complaints were satisfactorily closed within 30 days with the longest open for 22 days and the average time to closure being 4.8 days.

Most complaints received were in relation to communication/interpersonal interaction and response to care needs.

Complainants’ expectations were not met and/or a staff member was perceived as discourteous, inappropriate in language used or information/explanation was not supplied.

Actions taken to address complaints

Reinforced with all staff the importance of • customer service including adding as a topic at Compulsory training.Specific instances of rudeness were discussed • with relevant staffPathway for resident issues were clarified with • staff - it is via NUM/DON not individual staff opinionConditions of Visiting service boundaries • reinforcedEquipment repaired, carpet removed and • replaced with Vinyl flooring where odours were unable to be eliminatedReviewed restraint policy and procedure with • staff

Complaints per Month

0

1

2

3

4

5

6

7

8

9

10

July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June

2010 - 2011 2009 - 2010


QUALITY OF CARE REPORTStaff respecting Residents right for privacy • reinforcedAll purchases for residents to go through Reception • with appropriate paper work completed to avoid misunderstanding and confusion.

CULTURAL REspONsIVENEss This year Heywood Rural Health (HRH) expanded the HACC Cultural Diversity Plan to involve the whole organisation within a Cultural Responsiveness Plan in accordance with the framework developed by the Department of Health. The framework is aimed at improving and extending our ability to provide culturally responsive health care.

The main cultural group at 3.8% within our catchment area is Indigenous.

Our Primary Care Team have been working in collaboration with Winda Mara over the last 12 months.

The following are some of our key achievements against the standards:

Nursing Students on community placement have • a rotation to Winda Mara to facilitate greater understanding of ‘Closing the Gap’ programs and strategies within the local indigenous community.Indigenous “Bush Tucker” event included • Heywood staff joining with the Winda Mara staff and community to celebrate the diverse food knowledge available in our community.Bimonthly meetings with Winda Mara Aboriginal • Cooperative building links and sharing resources including a Service Agreement jointly funding 16 hours for a Senior Aboriginal Health Worker position at Heywood Rural Health to assist with client integration and access to servicesStaff participated with Winda Mara in 2 days • of Cross Cultural training.

ATSI specific literature and information is • available to residents, staff and visitors from a display stand at our main entrance

We have also:Adopted the Australian Charter of Healthcare • Rights - a large print plain English version is also available.District Nurses celebrated Harmony Day with a • special luncheon Use of the “Cultural Kit” was added to the • compulsory training day for staff to increase knowledge of resources available and confidence with accessing the interpreter service. We have not had any admissions requiring use of the Translation Service in the last 12 months.Wind Mara Dance Group performing traditional • dances at our Fete in December 2010

CONTINUITY OF CAREHRH is classified as a Category E public sector health service providing a range of services including acute inpatient, visiting nursing services, high and low residential aged care, primary and community health care and ambulatory services.

Due to our small size we are able to provide a holistic approach - the health consumer may have contact with the same staff and allied health professionals in their home through to care in our facility, providing familiar faces and increased coordination and continuity of care.

The first stage of care begins at home supporting clients with Community Aged Care Packages (CACPS), District Nursing visits, the Planned Activity Group (PAG), Allied Health Services and Meals on Wheels.

The next stage provides inpatient care by nursing and medical staff and planning for discharge back into the community. Services coordinated by the Discharge Planning Liaison Officer may involve Primary Care Allied health e.g. Occupational Therapist, Dietician, Physiotherapist, Diabetic education, District Nursing, Planned Activity Group.The third stage is Respite and Residential Aged Care both high and low care when our clients can

Population Characteristics (2006 census)

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Australian Born

Overseas born

Indigenous



QUALITY OF CARE REPORTno longer remain safely in their home. Residents are supported by Primary Care services such as the Occupational Therapist, Dietician, Speech Therapist, Physiotherapist, Diabetic education, District Nursing for wound consultation, Diversional Therapy program.

In 2010 to 2011 we had:79 acute admissions• 244 presentation to our Urgent Care Nurse led • Service (A&E)22 new residents joined us• 21 residents left our care•

Service Coordination Survey results for Primary Care Service

This table provides comparison of our results thus far for acknowledgement and actioning of referrals.We regressed in progress in May however; we were reassured this is a common occurrence according to the Victorian Department of Health’s Project Manager.

The results generated from participation in the Plan-Do-Study-Act Quality Improvement Project indicate positive improvements in Service Coordination for our clients however; there remains outstanding work which is in progress.

For example, we are currently addressing the expectation that Primary Care Staff are to acknowledge the referrals we receive via the Referral Cover Sheet so the referrer is alerted to the status of their generated referral - referral accepted or declined and rationale, and if accepted when the appointment is scheduled.

Palliative care

In 2010 a working group, led by our District Nurse Unit Manager, commenced adapting the Liverpool Palliative Care Pathway for use in our facility.

Palliative care recognises the special needs of a person who has a life-threatening illness. The palliative care pathway is an integrated care pathway that is used to improve the quality of the dying in the last hours and days of life, as effective communication is central to promoting high-quality palliative care.

The pathway improves communication and care by taking into account key aspects of care and providing guidance for care providers. In doing so it also evokes staff confidence for end of life conversations which allows for early prescribing of medications and early discussion of end of life issues.

The palliative pathway was introduced to HRH with a wave of education and discussion and our aim is to ensure the pathway is fully utilised while continuing to improve care for dying patients and their families.

Indicator Description Result March 2011

Result May 2011

5 Format of Communication Template Completed

85% 100%

6 General Practitioner Contact Details Completed

100% 60%

7 General Practitioner Referral Acknowledgement sent within 2 day for urgent

0% (NA) NA

General Practitioner Referral Acknowledgement sent within 7 day for routine

40% 30%

8 Initial Assessment Report sent to General Practitioner

70% 60%

9 Discharge Report Sent to General Practitioner

50% Not

Collected


QUALITY OF CARE REPORTQUALITY & sAFETYClinical Governance

Heywood Rural Health is committed to provide care that is safe, participatory, appropriate, effective, accessible efficient and provided by capable staff.

To support this we have a range of systems and processes to monitor, review and continually improve resident and patient care, including:

A range of committees that monitor our • performance in addressing high-risk aspects of resident/patient care and drive care improvements. These cover such areas as falls management, infection control, pressure ulcer management, medication safety.Promoting reporting and review of anything that • goes wrong (incidents, complaints) and using this information to improve the way that care is provided.Review any major complications and deaths to • see if our care was appropriate or could be improved.Developing quality plans that identify areas • for clinical practice improvement and tracking activity and outcomes against these planned improvements.Developing systems, policies and procedures • to guide staff in the provision of quality, safe care and review of these systems by external accreditation agencies.Collecting data on a range of clinical care • processes and outcomes and using the information to inform and monitor our performance. We also measure our performance against other health services (benchmarking) and learn from the different ways in which other health services deliver safe, quality patient care.

The Board Quality Committee meets bi monthly and is active in the ongoing monitoring of Quality & Risk Management for the provision of safe clinical care on behalf of the community.

The Audit & Finance Committee ensures a safe environment through the identification of risks to residents, clients, visitors and staff and ensuring appropriate actions to reduce risks are a key priority.

The monthly Staff Quality & Safety Committee is responsible for ensuring that identified issues are actioned and evaluated to ensure improvements implemented are sustained.

Systems to ensure staff have the appropriate skills, qualifications and experience to provide safe high quality care include:

Credentialling, scope of practice and certification • of staffMandatory yearly competencies to be completed • by all staffParticipation in clinical practice education • programs.Position descriptions to guide staff in their • responsibilities and accountabilities

100% of our staff have appropriate police checks, including Working with Children checks for our staff who work in this area.

EXTERNAL REVIEWs OF QUALITY & sAFETYAged Care Standards Agency (ACSA)

The Sydney Lynne Quayle & Fitzroy Lodge Hostels were re-accredited for three years in all 44 expected outcomes in June 2010. We received an unannounced Support Visit to the Hostels to review our systems in March 2011 which confirmed again our compliance in the standards reviewed.

Heywood Nursing Home (Sibley Wing) holds accreditation in all 44 expected outcomes until June 2012. We received an unannounced Support Visit in February 2011 which confirmed again our compliance in the standards reviewed.We will have a full Site Audit assessment of the Nursing Home in March 2012.

Community Aged Care Packages (CACPs) – two Quality Reviews were conducted in September 2010 and April 2011 An improvement from these reviews is the revision of our client assessment tools to improve the coordination and continuity of client care planning. In March 2011 the Community Common Care Standards were introduced for our CACPs and Home and Community Care (HACC District Nursing)



QUALITY OF CARE REPORTservices. We will be working through the new requirements over the next 12 months.

Australian Council on Health Care Standards (ACHS)

In February 2011 we submitted a self assessment which resulted in the following pleasing comments from the Surveyor:

“The service improvements made in quality service and care have been considerable over the last two years and for a small service the scope of initiatives developed and changes made are worthy of mention.”

The Surveyor particularly noted:Men’s Shed development• Improving the environment for persons with • DementiaSingle Point Entry to Services• Expanded focus on staff education•

The organisation will participate in a full Organisation Wide Survey of our Acute and Primary Care services in March 2012

Heywood Medical Services

Heywood Medical Services is accredited to 2013. We have commenced quality reviews of the service provided to identify areas to improve.

Risk Management

In February 2011 our risk reporting program was expanded to include the Victorian Health Incident Management System (VHIMS) which means our de identified incident data is reported directly to the Department of Health. All Victorian public health facility incident data is now reported to the Department of Health (DOH) monthly.Our overall incident rate has decreased by 28% from the previous year, mainly in the area of falls.

Adverse Events

The vast majority of incidents do not result in significant harm to our patients or residents, however a small percentage do result in significant harm and are referred to as an “adverse event”. The Director of Nursing, Unit Manager and Quality Manager investigate to determine contributing causes and establish if the event is preventable for the future. The most commonly reported events for the last 12 months have included falls, medication errors and skin tears.

Incidents Reported per Month

01020304050607080

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun2010-2011 2009-2010

Incidents by Outcome Severity

0 50 100 150 200 250 300 350 400 450

Insignificant

Minor

Moderate

High

2009-2010 2010-2011


QUALITY OF CARE REPORTFALLs MONITORING & pREVENTIONFalls management is not just about the reduction of the number of falls taken it is also about the impact the fall has on the resident/patient, and the severity of the injury sustained. Falls for the last year numbered 165, a decrease of 24.6% on previous year, the average fall rate was 10.3 falls per 1000 occupied bed days for the year.

Falls among residents account for our largest incident category, specifically falls from bed or while residents are walking around. Having a fall may not only cause injuries, but can also lead to a lack of confidence and independence; however the majority of falls do not result in harm to our residents.

Issues found to be contributing to falls incidents are continence management with many incidents involving episodes where the resident/patient was attempting to get to the toilet whether from bed, bedroom or day rooms.

Incidents where the fall was from bed or a chair also feature highly.

In all circumstances where residents/patients are known to fall from beds equipment and strategies have been put into place to minimise injury. Even though the falls rate may appear high in these circumstances the moderate to serious injury levels have been low.

Of the residents who did sustain an injury there were 3 residents who sustained a fracture with the other injuries including skin tears, lacerations and grazes.

The following graph is a representation of falls per 1000 bed days during the 2010 -2011 year for Heywood

Rural Health compared with rates for the last 2 years.

This table represents the percentage of total falls taken by residents who are repeat fallers over the last 2 years.

The risk of falling increases with age and often falling is an end of life issue.

Many residents/patients with failing health will be highly prone to falling and so repeat falls has a major impact on the number of falls taken.

Our Falls Management program includes:A Falls Risk Screen completed for each resident at entry • to the facility, and revised with changes in condition, from which a plan of mobility care is implemented. An individual mobility plan developed for each • resident.Residents provided with an exercise program • developed in consultation with the physiotherapist and delivered in partnership with staff.All falls incidents assessed for contributing • factors to aid in future prevention.Purchase of Floorline beds for use with at risk • residents.

Falls per 1000 Bed Days

0

5

10

15

20

25

Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun

Falls per 1000 Bed Days 10/11 Falls per 1000 Bed Days 09/10 Falls per 1000 Bed Days 08/09

% of Residents w ith Multiple Falls

0%5%

10%15%20%25%30%35%

1 Fall 2 Falls 3 Falls 4 Falls 5 Falls Over 5+Falls

2010-2011 2009-2010



QUALITY OF CARE REPORTMEDICATION sAFETYA significant contributor to our medication incidents remains staff distraction when dispensing medications, an area we are continually working to improve. Residents did not have any adverse outcomes from medication incidents during the past year.

All medication incidents are documented in Riskman and followed up with staff by the Clinical Educator, reviewing how the incident occurred and how it may be prevented from recurring thus providing learning opportunities for all staff.

What did we change as a result of reviewing our medication incident reports?

Application of medication patches was changed • from 8am, a very busy medication time, to 3pm where administering medications is less demanding therefore less likely to be missed.A yearly medication competency is completed • by all staff administering medications and any deficits identified are addressed with staff concerned thus ensuring they have the appropriate skills and knowledge to undertake the role effectively. Some of the funds raised at our Fete in December • 2010 were used to purchase a new medication trolley for the Hostel area which facilitated combining 2 trolleys into one.Conversion of blister multiple packs to a Webster • Single Dose Unit Blister System

We were able to introduced Resident Medication Reviews conducted by a Pharmacist, a new service welcomed by our medical practitioners to assist them with best practice in resident medication management.

Our rates for residents prescribed more than nine medications are currently higher among Hostel residents but lower among Nursing Home residents compared to the State averages.

pREssURE ULCERsPressure ulcers, commonly known as pressure sores, often occur in the elderly and frail resident/patient. This is mainly due to long periods of bed rest and reduced mobility. HRH recognises that preventing pressure ulcers is an important safety issue.

Pressure Ulcers are staged as:Stage 1 - Reddened area with intact skinStage 2 – Abrasion, blister or shallow crater on the SkinStage 3 - Full thickness skin damageStage 4 - Full thickness extensive skin loss and muscle or bone damage

We provide quarterly data to the Department Of Health on rates of pressure ulcers among our residents.

Among Nursing Home residents we have a higher • rate of Stage 1, 2 & 3 than the state average Among Hostel residents we have a higher rate • of Stage 1 & 2 than the state average.

Medication Errors per 1000 Bed days

0.00

0.10

0.20

0.30

0.40

0.50

0.60

0.70

0.80

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

% per 1000 Bed Days 10/11 % per 1000 Bed Days 09/10

HRH Rates for residents prescribed nine or more medications

2010 - 2011 2009 - 2010

Hostel 4.2 2.34

Overall State rate 3.86 3.65

Nursing Home 1.24 3.35

Overall State rate 3.86 3.64


QUALITY OF CARE REPORT

What are we doing to reduce pressure ulcers occurring?

Raising staff awareness of pressure ulcer • prevention Using a risk assessment screening tool and • guidelines to assist with identify residents/patients who may be at risk of developing an ulcer.Providing equipment that assists in relieving • pressure.Commencing management strategies • immediately when a pressure area is identified

We reviewed our management of Skin Tears following education from the Regional Wound Consultant, changing to a silicone based dressing product which promotes healing and is more suitable to the fragile skin of the elderly residents.

INFECTION CONTROLThe aim of the Infection Control Department at Heywood Rural Health (HRH) is to minimise or prevent the risk of infection to residents, patients, visitors and staff of the facility.

To achieve this aim, HRH has experienced Infection Control staff who work organisation wide to provide education and conduct surveillance and audits which ensure infection prevention strategies are evidence based and continually improving.

Education

In line with Global Infection Control Issues, Heywood Rural Health is aware of and concern about the growing incidence in ‘superbugs’ which are resistant to commonly used antibiotics. To assist in this global problem the Infection Control Education delivered during Compulsory Training Day is in relation to correctly diagnosing and treating infections with an emphasis on reducing the use of antibiotics. Staff are now aware that we can all assist in reducing this problem by correctly managing infections at work and also in the home.

Hand Hygiene

Hand Hygiene has been shown to be the most effective method of preventing transmission of micro organisms. HRH has been a participant in the global 5 Moments of Hand Hygiene programme since its commencement in 2006. Staff are observed performing their daily care tasks and actual hand hygiene activity is compared with when hand hygiene should have been attended. The state average for the last 12 months was 72% with HRH averaging 76% during this period. An improvement to this project has been the addition of a Hand Hygiene product being placed in the foyer to the facility with a request for visitors to use the product and therefore assist in preventing transmission of micro organisms to their friends and family.

Surveillance

HRH continues to use surveillance performed in the Aged Care facility and Acute area of the facility to assess and if necessary improve in delivery of care.Reporting to VICNISS Hospital Acquired Infection Surveillance Coordinating centre provides HRH with the opportunity to benchmark infection/incident rates against other state and international data. HRH reports Occupational exposures and Hospital Acquired Infections which have been at an acceptable level over the last year.

Hostel Pressure Ulcer Rates

0.000.200.40

0.600.801.001.20

1.401.601.80

Stage 1 Stage 2 Stage 3 Stage 4HRH Rate per 1000 Bed days State Wide Overall Rate

Nursing Home Pressure Ulcer Rates

0.00

0.20

0.40

0.60

0.80

1.00

1.20

1.40

1.60

1.80

Stage 1 Stage 2 Stage 3 Stage 4HRH Rate per 1000 Bed days State Wide Overall Rate



QUALITY OF CARE REPORTCleaning auditsA clean environment is paramount in minimising the risk of hospital acquired infections.HRH complies with the DOH auditing process which requires 3 audits be reported per year.

The change to the State Wide Cleaning Standards in early 2010 resulted in a substantial increase in cleaning auditing requirements for us.Most significantly for us was an increase in cleaning standard targets for our high risk clinical areas.

Complying with these new requirements has not been without challenges, notwithstanding, it is the tireless efforts of our staff that so clearly take pride in their work and ensure we meet or exceed benchmark cleaning audit results.

HRH reviewed cleaning processes and uses microfibre cloths in place of some chemicals. The practise of using microfibre has been validated as an effective method of removing harmful micro-organisms.

Steam cleaners have also been purchased to allow staff to thoroughly clean high risk surfaces and items thus minimising the risk of transmission of harmful micro-organisms.

VaccinationsEnsuring staff are provided with the Influenza vaccination is another strategy to ensure that patients and staff remain safe. This vaccination program is offered on site for staff convenience.

OCCUpATIONAL HEALTH & sAFETYThe Quality & Safety Committee conducts a monthly walk around inspection for an area of the facility prior to each meeting. This group walk around has proven beneficial in identifying improvements, many of which were able to be quickly implemented.

In 2009 – 2010 we identified 109 items for attention with 97% completedIn 2010 – 2011 we identified 97 items for attention with 93.5% completed and the remainder being work in progress, specifically renovations to the kitchen area.

Prior to our Fete in November a Risk Management Plan was developed to ensure all risk areas were identified and we are happy to report there were no adverse events on Fete Day, an event that was very well attended and supported by staff, residents and the community.

The increase in manual handling non compliance related incidents was as a result of staff recognising and reporting instances where our system was not compliant with correct No Lift policy and procedures.

The incident reports identified gaps in our education which were addressed directly with staff retaking the Education Learning package and redoing the competency to ensure they were clear on all the requirements.

Improvements introduced:

We put in place a “Back Off” policy to prevent • staff injury where a resident may be resistive, aggressive or unpredictable in movement during care episodes. Where this occurs staff are at increased risk of unintentional injury therefore they are required to seek help before proceeding with care.

Introduced the “Turning Sheet” a sheet that • attaches to the lifting system to gently turn residents with minimal handling by staff.

Increased our supply of Slide Sheets to ensure • one available in each room.

Reportable Cleaning Audits

83.1%

91.5%

96.0%

75.0%

80.0%

85.0%

90.0%

95.0%

100.0%

Perc

enta

ge

Jul-10 Nov-10 Mar-11

0

20

40

60

80

100

2006 2007 2008 2009 2010

Perc

enta

ge

Influenza Vaccinations


QUALITY OF CARE REPORTA grant from the Department of Health allowed • us to replace our old overhead lifting system with a new modern Arjo Maxisky 440 system, with each resident allocated their own individual slings.

A further grant for a Floor Line bed facilitated • ordering a wider bed that will cater for the larger “Bariatric” weight residents.

We require staff to undertake compulsory training in fire, manual handling and CPR training each year with the following results achieved:

For the next 12 months we aim to achieve 90% compliance with all compulsory training.

MAUREEN PATTERSONQuality and Safety Manager.RN Division 1, RM, BN

HRH OH&S Incidents

0 2 4 6 8 10 12 14 16

Communication/Non Compliance

Violence/Harrassment

Hit by Object

Biological/Breech

Manual Handling

Chemical

2009-2010 2010-2011

Fire No Lift/ Manual Handling

CPR

Care Staff 92% 84.77% 93.65%Other Staff 80% 78% 63.74%



The following information provides readers with background and general information about our organisation and its structure.

This information is required by the Standing Directions of the Minister for Finance & Financial Reporting Directions (Specifically; FRD 22B Standard Disclosures in the Report of Operations), and any up-dates

from time to time.

Report of Operations Declaration

In accordance with the Financial Management Act 1994, we are pleased to present the report of operations for Heywood Rural Health for the year ending 30th June 2011

MRS. BETTY GEE PETER STARICK President CEO Board of Management Heywood Rural Health

REPORT OF

OPERATIONS2010 - 2011

HEYWOOD RURAL HEALTH CARING FOR THE COMMUNITY

REPORT OF OPERATIONS

48

THE pHILOsOpHY OF HEYWOOD RURAL HEALTHThe philosophy of Heywood Rural Health emanates from the belief that each person is an individual with differing, diverse and changing physical, physiological, emotional and spiritual needs.

Their right to maintain their identity and dignity should be respected in life and in death, regardless of the person’s race or creed, or their social or economic status.

Each department within the Health Service must provide optimum standards of patient and family-centered care and foster a coordinated team effort in order to provide the quality of care to which the patient is entitled.We believe that by maintaining and understanding relationships between all divisions within the Health Service, a high standard of quality patient care will be achieved.

We believe that continuing education for all levels of staff is essential for keeping abreast of the constant changes within the health care system as well as catering for the community’s changing needs.

We believe in the personal worth of each individual employee and are committed to maintaining an atmosphere conducive to learning and professional development so that all members of staff have the opportunity to gain personal job satisfaction and achieve their full professional potential.

GOALsTo fulfill a total community care function that ensures the provision of the highest standards of care possible with the resources available. Regular evaluation of these services will be carried out.

To make provision for the education of staff, patients and the community for the promotion of health, prevention of disease and the improvement of patient care.

To encourage staff development by fostering a climate conducive to the professional development and fulfillment of individual staff potential.

pATIENT CARETo provide the concept of total care, ensuring that the individual needs of the community are met within the available facilities and resources of the institution.

To provide appropriate acute and emergency long term care for the community of Heywood and district.

To act as a referral agency to other health facilities, where appropriate, after initial assessment.

To provide a safe and secure health service environment.To employ adequate numbers of appropriately qualified and experienced staff to maintain high quality care.

sTAFF EDUCATION AND DEVELOpMENT pROGRAMTo provide and encourage participation in educational programs for all levels of staff.

To acknowledge the worth of the staff and maintain a climate conducive to the attainment of job satisfaction.

REsIDENTIAL AGED CARETo provide a safe and secure aged care residential program that values the privacy, individuality and independence of residents.

COMMUNITY HEALTH pROGRAMTo provide domiciliary and supportive care.

To follow up discharged hospital patients.

To provide counseling and crisis intervention.

To support other welfare agencies in the case of natural or other disaster.

To work in liaison with other agencies.

To provide ongoing education and information necessary to promote the healthy lifestyle.

To support local schools in implementation of health policy programs.



49


COMMUNITY HEALTH pROGRAMTo provide domiciliary and supportive care.

To follow up discharged hospital patients.

To provide counseling and crisis intervention.

To support other welfare agencies in the case of natural or other disaster.

To work in liaison with other agencies.

To provide ongoing education and information necessary to promote the healthy lifestyle.

To support local schools in implementation of health policy programs.

MINIsTER FOR HEALTHThe Minister for Health from 2 December 2010 has been the Honourable David Davis MP; Minister for Health, Minister for Ageing. Prior to 2 December 2010 the Honourable Daniel Andrews MP had this role.

sERVICEs pROVIDED bY HEYWOOD RURAL HEALTHHeywood Rural Health is funded by the Victorian Department of Health under the Small Rural Health Services flexible funding model.

Heywood Rural Health also receives a significant amount of funding from the Commonwealth Department of Health & Ageing for aged residential care and other community based services.

Our hospital services include;5 Acute hospital beds

12 Nursing Home beds

33 Hostel beds - Including 13 dementia specific beds

2 Urgent Care room trolleys

Clinical Nurse Education programs for staff

Our Chronic & Complex Care Services includeDistrict Nursing Services (7 days per week)•

7 Community Aged Care Packages for general • community care clients

5 Community Aged Care Packages specifically • for Koori Use

Patient Discharge Planning & Intake Support • Liaison Officer

Occupational Therapy Services •

Physiotherapy Service •

Social Worker & Counselling Service •

Continence Advisor Service/Asthma Education • Service/QUIT (Smoking) Facilitator

Lymphoedema Massage Nurse •

Dietitian Service •

Chronic Disease Liaison/Community Health Nurse•

Early Intervention in Chronic Disease • Coordination/Diabetes Education

Podiatry Services; Heywood, Merino & • Dartmoor Clinics

Meals on Wheels (7 Days per week)•

Meals supplied to River wood Day Centre •

Community Transport (RSL Community Bus & • Station Wagon)

A Stanford ‘Better Health Self Management’ • Course Facilitator

P.A.G. (Planned Activity Group) on Saturdays•

Our Health Promotion Services IncludeChildren’s & Adolescent Health Nurse support • for local School Programs.

Support to workplaces to promote health and • wellbeing.

Farming Families Health & Safety Programs.•

Support for Indigenous Health Programs and • Koori Health Worker

Physical Fitness Instructor; Physical Activity • Programs; Strength & Balance, Active Ageing, Tai Chi

Community Gymnasium (located at Heywood • Rural Health)- Community & Staff

Men’s Health & Support - Heywood Mens Talk • Incorporated & Mens Shed Program

Community Health Nurse - Women’s Health•

Social Support & Carers Group Programs•



50

MAJOR pUbLICATIONsThe following major publications are held at the hospital:

Heywood Rural Health By-laws (Edition dated • 16th August 2002)Policy and Procedures stored electronically on • the Department of Health Services - PROMPT (Protocol Management Tool)Department of Health Victoria - funding • AgreementsCommonwealth Department of Health & Aged • Care – Primary Care funding AgreementsReports from the Australian Council on Healthcare • Standards on the Hospital Accreditation recent SurveysReports from the Aged Care Standards Agency • with respect to the Heywood Nursing Home and The Sydney-Lynne Quayle & Fitzroy Lodge Hostels; Accreditation and Standards surveys.FMC Consultants – Service Planning Report • (2008/2009)Heywood Rural Health’s Business plan following • receipt of the FMC Report. RDC Consultants – Service Planning Report & • Business Plan for Primary Care Services

These are significant documents, which are held at the hospital and are available for examination by arrangement with the hospital’s Chief Executive Officer, who can be contacted at Heywood Rural Health.

HUMAN REsOURCEs MANAGEMENT

Occupational Health and Safety & Infection Control

Mrs. Maureen Patterson is the Health services appointed Manager of Quality and Occupational Health & Safety at Heywood Rural Health.

The Health services Maintenance Officer (Mr. Garry Butt) manages the Occupational Health & Safety Induction Program for external (trade) contractors.

Since the 1st July 2010, Infection Control services have been provided by Portland District Health. These arrangements are supported by a local staff member (Julie Davis)

Hospital staff and visiting staff formulate, review and disseminate the policy, standards, roles and procedures relating to health and safety and infection control, which are carried out or complied with in the workplace.

Industrial Relations

No time was lost to industrial action during 2010 - 2011.

Merit and Equity

Heywood Rural Health is subject to the Equal Opportunity Act 1995. All appointments to staff are based on merit and equity. Heywood Rural Health has policy and procedures in place including code of conduct to support this position.

Industrial (Workforce) Key Performance Indicators

Sick leave and Work Cover as a percentage of the hospitals total payroll are as follows;

2001/2002 6.11 %

2002/2003 5.71 %

2003/2004 5.29 %

2004/2005 4.20 %

2005/2006 4.50 %

2006/2007 3.45 %

2007/2008 4.28 %

2008/2009 4.47 %

2009/2010 4.99%

2010/2011 5.14%

Number of Registered Work Cover Claims submitted to the Work cover Insurer.

2004/2005 11 claims for

2005/2006 6 claims for



2008/2009 10 claims for





51


Numbers of Staff at 30 June 2011

As at the 30th June 2011 the Heywood Rural Health directly employed the following numbers of staffFull Time 10 Permanent Part 89Casual 30Total 129

Labour Category

(FTE) Full Time Equivalent Staff 30th June 30th June

2010 2011

Nursing 42.54 32.37Administration and Clerical 7.44 3.20Medical Support Nil 2.22Hotel and Allied Services 12.41 27.51Medical Officers Nil 0.64Ancillary Staff (Allied Health) 5.25 3.24Total e.f.t 67.64 69.16

Pecuniary Interest Declaration

The hospital’s Board of Management has a policy regarding pecuniary interest.

In addition, the Department of Health Victoria standard condition of funding for registered agencies requires all members of the Board of Management to declare any pecuniary interests.

Shares held Heywood Rural Health

At June 30th 2011, Heywood Rural Health held the following Company Shares.

Company: Heywood & District Community Enterprise Ltd (I.e. Bendigo Bank Heywood)Number: 2,000 Value at 30th June 2011: $2,000

At June 30th 2011 No officers of Heywood Rural Health held shares as a nominee or held shares beneficially on behalf of Heywood Rural Health.

Heywood Medical Services Pty Ltd

Heywood Medical Services Pty Ltd was established on the 15th August 2008 to establish a medical practice (separate to the legal structure of Heywood Rural Health); to facilitate the on-going employment of Doctors to provide GP medical services to the local community and Heywood Rural Health.

This action was taken following legal advice that under section 19(2) of the Commonwealth Health Insurance Act; which states that Medicare payments are not payable to State Funded Public Hospitals; unless otherwise approved by the Minister.

There are four Directors of Heywood Medical Services, which include the following persons:

Patricia McLeanSteven HighCraig KeatingPeter Starick

A Management service agreement between Heywood Rural Health and Heywood Medical Service Pty Ltd is in place to facilitate a range of support from the Hospital to the clinic.

Overseas Visits

No staff made overseas visits during the year under review.

Freedom of Information Requests

Heywood Rural Health is covered by the Freedom of Information Act 1982.

The Chief Executive Officer deals with any requests, and reports annually to the Freedom of Information (FOI) section of the Department of Justice in respect of FOI requests received.

The number of FOI requests dealt with by Heywood Rural Health over the last three years is a follows;

Year Number of FOI Requests2008/2009 32009/2010 132010/2011 2



52

DIRECT FUNCTIONs OF THE bOARD OF MANAGEMENT

Full Meeting of the Board of Management

The full Board of Management holds its business meeting on the fourth Monday of each calendar month, and its Quality Improvement meeting every second month, on the second calendar Monday.

Quality Improvement meeting (Bi-monthly on the 2nd calendar Monday)

Through its Quality meetings the Board of Management (and staff) monitor the overall quality, effectiveness, appropriateness and use of services rendered to patients of the hospital and residents of the nursing home and hostels. Staff report to the Board at this meeting about their respective quality activities.

Readers can refer to the Heywood Rural Health Quality of Care Report included within the 2011 Annual Report.

Routine Business Meeting (Monthly on the 4th calendar Monday)

On the fourth Monday of each calendar month the Board of Management meets to conduct other routine finance and corporate business.

The Chief Executive Officer, Finance Officer, Director of Nursing and Director of Primary Care are normally present at these meetings.

Strategic Planning (Meetings as required)

The Board of Management is also responsible for developing the forward planning strategies for the overall Organisation.

During 2008/2009 the Board of Management in conjunction with the Department of Health, engaged the Services of FMC Consulting Pty Ltd, to review services, and prepare a new strategic service plan report for Heywood Rural Health.

The Senior Executive staff has since developed a full business plan based on the main recommendations from the FMC strategic service plan.

The Board of Management review the strategic planning direction of Heywood Rural Health on a regular basis.

sUb-COMMITTEEs OF THE bOARD OF MANAGEMENTIn addition to the Board’s core meeting functions outlined above, the Board also has a number of sub-committees which meet to discuss and monitor specific issues and make subsequent recommendations to the full Board of Management. They are as follows;

Board Executive Committee

The President, Senior Vice President, Junior Vice President, and Treasurer form the Board of Management’s Executive Committee. This committee meets as required to deal with matters between routine Board of Management meetings. The Chief Executive Officer is normally in attendance at these meetings.

Finance Committee

The Finance Committee meets once each month to examine financial reports, budgets, and statistical productivity reports, staffing issues, debt collection and accounting procedures and investments.

House Committee (Building Infrastructure, Plant and Equipment)

The House Committee meets approximately every 2 – 3 months to monitor the condition of hospital grounds, buildings and equipment and makes decisions and/or recommendations to the full Board of Management on major and minor works, plant and equipment etc.

VMO (Visiting Medical Officers) Association/Staff Meeting

The VMO staff group meets as required to discuss matters relevant to the Visiting Medical Officer Staff, and make recommendations to the full Board of Management if required.

Pharmacy Committee (Drugs and Therapeutics)

The Pharmacy Committee meets as required to monitor the performance of pharmacy functions that support the medical and nursing services provided to patients. This includes clinical pharmacy information and education, stock control, stock distribution and quality assurance.



53


Medical Records Committee

The Medical Records Committee meets as required and establishes and maintains the standards of the Australian Council on Healthcare Standards and other statutory requirements in respect of medical records.

Hospital Fees

Fees are charged in accordance with the directives received from the Department of Health Victoria, and the Commonwealth Department of Health and Aged Care Services.

Key Management Quality Systems

Heywood Rural Health has developed the following key management systems to manage its quality program.

Opportunity to Improve (OTI) Suggestions

Any person who has identified an Opportunity to Improve (OTI) can complete and submit an OTI form to Heywood Rural Health.

Any suggestions, complaints, feedback or other relevant information is considered at the monthly Staff Quality meeting, prior to being reported to the Board of Management at its own bi-monthly Quality meeting.

From 1st September 2009, Heywood Rural Health purchased and implemented the RISKMAN (computerized) Quality Improvement Reporting system. RISKMAN is a computer software program operated through the SWARH IT network, which is accessible to staff, which is used to electronically lodge Incident reports, Quality improvement suggestions, complaints and other feedback.

Quality Improvement Activities (Annual) Planner

In addition to the RISKMAN system Heywood Rural Health also maintains an annual planner of departmental quality assurance activities.

This document summarizes each department’s quality assurance auditing activities, the results of which are reported to the Board of Management’s bi-monthly Quality meeting.

This process is used to identify further opportunities to improve services.

Comments and complaints

Comments, suggestions and complaints are considered valuable feedback on whether our services are meeting community needs or whether action is required to improve or extend services.

Heywood Rural Health has a documented (and sign-posted) complaints process. Patients and clients are encouraged to contact the Chief Executive Officer or the Director of Nursing if they feel their concerns have not being properly addressed by staff at Heywood Rural Health.

The designated complaints officers at Heywood Rural Health are the Chief Executive Officer and the Director of Nursing.

Complaints made to the Chief Executive Officer and/or Director of Nursing are entered into the RISKMAN Quality Improvement system as a complaint received.

All complaints are routinely tabled and assessed at the hospitals Senior Staff & Board of Management Quality meetings.

Equal Opportunity Employment

The organisation is an equal opportunity employer.

The Chief Executive Officer is the organisation’s nominated Equal Employment Opportunity (EEO) Officer.

It is the Chief Executive Officer’s responsibility to develop, maintain and implement policies that relate to the EEO program and other related matters on behalf of the Board of Management.

The Chief Executive Officer and other staff are routinely involved in receiving and disseminating information from the State Services Authority of Victoria.

The State Services Authority of Victoria also conducts an annual workforce survey and people matter (staff) surveys in which Heywood Rural Health routinely participate.



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Significant matters are reported to the hospital’s Board of Management as they occur.

The Chief Executive Officer also has the responsibility and authority to investigate and conciliate complaints relating to treatment in the workplace. On occasions this responsibility might be delegated to the Director of Nursing and/or the Director of Primary Care depending on the nature of the complaint.

Heywood Rural Health also monitors the amount of sick leave, work cover and staff turn over rates to monitor the health and welfare of its workforce.

The Chief Executive Officer and Director of Nursing have attended basic EEO training provided by the Victorian Equal Opportunity Office (Melbourne). Major Events Subsequent to Balance DateThere are no known events subsequent to balance sheet date that may have a significant effect on the operations of the agency.

Consultancy DisclosureDuring the year Heywood Rural Health engaged RSM-Bird Cameron as the hospitals new Internal Audit (Consultancy) Company. RSM have been appointed as part of a sub-regional arrangement from July 2011 to June 2014 to undertake internal audits as required under the Financial compliance Act.

Heywood Rural Health will also periodically engage the services of professional educators to assist with the Clinical & Staff education program, as part of the normal operations of the health service.

Information TechnologyHeywood Rural Health is a member of the South West Alliance of Rural Hospitals (SWARH), which was been established as a collaborative alliance for the development of information technology systems across southwest Victoria.

SWARH provides a coordinated approach to the development of information technology at health services across region.

A Wide Area Micro-wave Network (WAN) across the region links participating.

Barwon Health (Geelong) is now the lead agency for SWARH.

Each health service has developed a Local Area IT Network (LAN) at its own site, linking computers and IP digital telephone systems to the wide area network (WAN).

The Warrnambool Office of SWARH is located at 12 Worland Grove Warrnambool Vic 3280.

Whistleblowers Protection

Heywood Rural Health has policies and procedures in place to enable it to comply with the Whistleblowers Protection Act 2001.These provide an environment in which disclosures can be made and persons making disclosures are protected. They also provide for an investigation process.

The privacy of all individuals involved in a disclosure is assured of protection at all times. Heywood Rural Health is committed to the principals of the Act and at no time will improper conduct by the Heywood Rural Health or any of its employees be condoned.

Copies of the hospital’s human resources policies are available upon request from the Chief Executive Officer.

Information on complaint procedures is available at:http://www.ombudsman.vic.gov.auhttp://www.health.vic.gov.au/hsc

Disclosures

Since the introduction of the Act in 2002, there have been no disclosures and no notifications of disclosures to the Ombudsman or any other external agency in relation to the Act.

The Chief Executive Officer or persons acting in this capacity would normally receive disclosures.



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Any complaints in respect of the Chief Executive Officer can be made directly to the hospital’s Board of Management (Chairman).People can also contact the Ombudsman at the following address:

Level 22459 Collins StreetMelbourne Victoria 3000Telephone: 1800 806 314

National Competition Policy

Heywood Rural Health supports the National Competition Policy (as amended) and the Victorian Governments policy (as amended) and the Victorian Governments Competitive Neutrality Policy Victoria (as amended).

Victorian Industry Participation Policy Act

There were no contracts in 2010/2011 to which the Victorian Industry Participation Policy Act (2003) applied. Revenue Indicators/Debtors outstanding.

Debtors Outstanding 30th June 2011, are as follows.

Current $ 146,542.2130 days + $ 155,303.2560 days + $ 10,897.67

Total $312,743.13

The Board of Management Finance sub-committee regularly assessed the outstanding debts owed to Heywood Rural Health, and from time to time makes decisions regarding the writing off of debts deemed to be unrecoverable.

Compliance with Australian & New Zealand Risk Management standard.

I, Peter Starick (Chief Executive Officer) certify that Heywood Rural Health has risk management processes in place consistent with the Australian & New Zealand Risk Management Standard and an internal control system in place that enables the executives to understand, manage and satisfactorily control risk exposures.

The Health services Quality & Audit Committee’s verify this assurance and that the risk profile of Heywood Rural Health has been critically reviewed within the last twelve months.

MRS. BETTY GEE PETER STARICK President Chief Executive Officer Board of Management Heywood Rural Health

Attestation on Statistical Data Accuracy

I, Peter Starick (Chief Executive Officer) certify that Heywood Rural Health has put in place appropriate internal controls and processes to ensure that the Department of Health is provided with data that reflects the actual performance.

Heywood Rural Health has critically reviewed these controls and processes.

PETER STARICK Chief Executive Officer Heywood Rural Health


FEEDBACkFEEDbACK ON THIs REpORTThis report has been written to inform our community about the quality and safety of our services. We value your feedback and this form has been included to provide the opportunity for you to comment on the Annual Report and Quality of Care Report so that we can improve the information included for the next year.

WHAT DID YOU THINK OF THE REpORT? (please tick)

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Did the report give you a better understanding about the health care services at Heywood Rural Health? 1 2 3 4 5Strongly disagree. Strongly agree.

We value your comments to help us to ensure that future reports contain the information that is important to you as the community we serve.

Your Name: Contact number:(Optional)

Feedback can be left at Reception or posted to: If you would like further copies of this report contact:Heywood Rural Health Peter StarickPO Box 159 Chief Executive OfficerHeywood 3304 55270555

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