QUALITY CARE

OTWAY HEALTH & COMMUNITY SERVICES

the magazine for YOUof

WELCOMEAfter a highly successful revamp of our Quality of Care Magazine last year, we are proud to be back again.

It is hard to believe a year has passed already. This year we aim to be brighter, include more stories and, based on your feedback, will continue to provide stories that you can relate to.

Like a proud mother, I am keen to share a few of the lovely comments about our magazine. It certainly means a lot to us that

you take the time to write in or to call and share your thoughts.

The stories in this magazine are about the people we care for in-house and in the community. You are the reason we exist. Every day our team focuses on helping, supporting and nurturing others.

"Worth keeping..." "Loved it""Really well written and interesting content.""Fun, bright, breezy...wanted to keep reading"

Our daily contact with you affords us the opportunity to make

incremental changes to improve upon our practice as well as the health of the community.

Quality of care is defined as a measure of the ability of a doctor, hospital or health plan to provide safe high quality services for individuals and populations. We

see it as so much more than this. It defines our vision as an organisation in achieving a healthy, safe and

WELCOME TO THE 2012-2013 EDITION

WINDOW ON THE WOrLD Of vOLuNTEErs

THE rIgHT CArE WHEN YOu NEED IT MOsT

BEHIND THE sCENEs: THE QuIET ACHIEvErs

A DAY IN THE LIfE Of: A CLINICAL NursE & rurAL gENErALIsT DOCTOr

2. 4. 6. 7.

10.

CO

NTEN

Ts

4 7 12

PuTTINg A sPrINg IN YOur sTEP

THE ruBIk’s CuBE Of OrgANIsATIONs

YOuTH grOuP BrINgs HOPE AND A sENsE Of BELONgINg

CArE CO-OrDINATION ON YOur TErMs

12.

13.

14.

15.

16.

17.

18.

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the magazine for you

WELCOMEAfter a highly successful revamp of our Quality of Care Magazine last year, we are proud to be back again.

It is hard to believe a year has passed already. This year we aim to be brighter, include more stories and, based on your feedback, will continue to provide stories that you can relate to.

Like a proud mother, I am keen to share a few of the lovely comments about our magazine. It certainly means a lot to us that

you take the time to write in or to call and share your thoughts.

The stories in this magazine are about the people we care for in-house and in the community. You are the reason we exist. Every day our team focuses on helping, supporting and nurturing others.

"Worth keeping..." "Loved it""Really well written and interesting content.""Fun, bright, breezy...wanted to keep reading"

Our daily contact with you affords us the opportunity to make

incremental changes to improve upon our practice as well as the health of the community.

Quality of care is defined as a measure of the ability of a doctor, hospital or health plan to provide safe high quality services for individuals and populations. We

see it as so much more than this. It defines our vision as an organisation in achieving a healthy, safe and

To the 2012 - 2013 edition.

PuTTINg A sPrINg IN YOur sTEP

THE ruBIk’s CuBE Of OrgANIsATIONs

YOuTH grOuP BrINgs HOPE AND A sENsE Of BELONgINg

CArE CO-OrDINATION ON YOur TErMs

fOOD fOr ALL

vIrTuAL APPOINTMENT kEEPs us CONNECTED

Our LITTLE PIECE Of PArADIsE

LOvE THY NEIgHBOur

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THE NuTs AND BOLTs Of OTWAY HEALTH

QuALITY INDICATOrs

WE‘D LOvE TO kNOW YOur THOugHTs!

22.

25.

29.

secure community. We do this with aplomb.

Despite some major upheavals to our services, we have had some important successes in improving our environment as well. It is ironic that adversity can be viewed as a blessing at times, but this was the case with the flood which mostly destroyed our Barham Wing which houses those in Acute, Palliative and High Level Care. Though it caused extensive damage and dislocation for our residents, it provided an opportunity to make substantial improvements to the damaged area and create a better and safer environment for

residents and staff. Our year of construction continued with the installation of solar power to help reduce electrical costs, and our partnership with the Colac Otway shire and the state government, enabling the extension of the Marrar Woorn Neighbourhood House and library to create a flowing community space to be enjoyed by all.

We thank you for your continued support and belief in us and hope that you enjoy the 2012-2013 Quality of Care magazine. These stories remain an integral part of our lives at Otway Health.

To your good health,

Linda WestChief Executive Officer

14 18 28

fOr MANY Of us, TuEsDAY Is Our fAvOurITE DAY Of THE WOrkINg WEEk.

WHY YOu Ask?

Across Otway Health, our busy army of willing and committed volunteers begin their day with us, adding much to the fabric of this community.

Around Otway Health ‘Central’, if you wander through our Aged Care area you would be greeted by our canine and human volunteers working together one-on-one with our treasured residents.

under the watchful eye of Jocelyn Dexter, our Allied Health Pet Therapist, volunteer dog Misu (who sometimes is accompanied by her ‘boyfriend’ and fellow dog gizmo) can be seen being patted, cuddled, talked to, sung to, brushed and sometimes simply admired.

At the same time you might hear Warren Powell, our Activities Coordinator, tinkling on the piano, adding the perfect backdrop to the gentle hand washing and massage program being offered to our residents. Our friend in Hand Massage team, under the guidance of our Occupational Therapist

Tanja Brunner operates weekly, providing nurturing relaxation and a chance for residents to connect.Popping over to our busy kitchen, you will see our dedicated team of volunteers arrive in pairs to deliver hot meals to community members. All meals are three courses and need to be delivered under strict health and food safety guidelines.

Our volunteers of course, do much more than just deliver food!

They bring heart, good will and conversation to every doorstep. Now that’s the real definition of ‘service with a smile’.

“I can no other answer make, but, thanks, and thanks.” ~ William shakespeare

VolunteersWindow

ON THE WOrLD Of

fOr MANY Of us, TuEsDAY Is Our fAvOurITE DAY Of THE WOrkINg WEEk.

WHY YOu Ask?

Across Otway Health, our busy army of willing and committed volunteers begin their day with us, adding much to the fabric of this community.

Around Otway Health ‘Central’, if you wander through our Aged Care area you would be greeted by our canine and human volunteers working together one-on-one with our treasured residents.

under the watchful eye of Jocelyn Dexter, our Allied Health Pet Therapist, volunteer dog Misu (who sometimes is accompanied by her ‘boyfriend’ and fellow dog gizmo) can be seen being patted, cuddled, talked to, sung to, brushed and sometimes simply admired.

At the same time you might hear Warren Powell, our Activities Coordinator, tinkling on the piano, adding the perfect backdrop to the gentle hand washing and massage program being offered to our residents. Our friend in Hand Massage team, under the guidance of our Occupational Therapist

Tanja Brunner operates weekly, providing nurturing relaxation and a chance for residents to connect.Popping over to our busy kitchen, you will see our dedicated team of volunteers arrive in pairs to deliver hot meals to community members. All meals are three courses and need to be delivered under strict health and food safety guidelines.

Our volunteers of course, do much more than just deliver food!

They bring heart, good will and conversation to every doorstep. Now that’s the real definition of ‘service with a smile’.

A fEW BLOCks AWAY ON PAsCOE sTrEET YOu CAN HEAr THE kEr CHINg Of THE CAsH rEgIsTEr, As gOODs ArE sOrTED AND sOLD BACk TO THE COMMuNITY BY Our DEDICATED AND ExPErIENCED sECONDsAILs TEAM.

revenue raised by this dynamic group is fed directly back into services for the Otways’ community. This year we sadly waved good bye to second sails matriarch Nadia Cook. With Nadia’s expertise, second sails blossomed into the

thriving business it is today.

We are delighted to welcome our new Coordinator Jan Browne to the role and know that Jan will bring her own wealth of knowledge and expertise to the role. We are already in love with the music and cruisy feel.

Our volunteers are the model of active citizenship; they make a positive contribution to Otway Health and the community, of which we greatly value and appreciate.

5

rECEIvINg A DIAgNOsIs CAN OfTEN sHAkE YOur WOrLD, NOT TO MENTION HAvE LIfE-CHANgINg CONsEQuENCEs.

At times like this, it is important to not only get the right treatment but also to have an action plan to manage the changes.

At Otway Health, chronic disease management is a client focused approach in co-ordinating and receiving care to ensure consistency and continuation. Clients present with a broad range of chronic complaints varying from asthma/chronic obstructive pulmonary disease through to diabetes and obesity and are reviewed in the Community Health Nurse Clinic.

We provide a range of assistance from spirometry (lung function) testing to nutritional advice or lifestyle changes.

The Community Health Nurse Clinic is designed to co-ordinate care in conjunction with complementary therapies, meaning clients are often encouraged to be referred to a gP and allied health therapists.

A chronic disease management nurse regularly meets with clients and allied health staff to discuss individual cases, with client consent, in order to achieve optimal outcomes. A major part of the role is recognising that everyone’s needs and outcomes are very different. The service is provided to empower clients to take control and effectively

manage their health concerns with continuity of care over time and through the different stages of their condition. The service is based at Otway Health, Apollo Bay, however regular clinics are now being offered at Lavers Hill and forrest to benefit the wider community and target those who may not have access to transport but still require support with ongoing health conditions.

The Community Health Nurse also aims to facilitate educational seminars such as the ‘Quit’ and ‘Healthy Mind & Body’ campaigns as well as co-ordinating with independent companies to provide seminars on specialist topics (eg beyondblue & Breastscreen victoria). Being an isolated community does not have to mean that we are isolated from services and events, and so with the hard work and commitment of our Community Health Nurse, we are fortunate to have these available to us.

TO MAkE AN APPOINTMENT WITH THE COMMuNITY HEALTH NursE WHO Is AvAILABLE TWO DAYs A WEEk, PLEAsE PHONE OTWAY HEALTH rECEPTION ON 5237 8500. NO rEfErrAL Is NEEDED.

DID YOU KNOW?The Community Health Nurse made over 200 points of contact in the last 12 months for chronic disease management, 60 hours of which were for asthma and respiratory complaints and 110 hours of which were for diabetes assessment and education. Not to mention the 150+ hours in education and program planning which enabled the service to run.

Is there any wonder why we love our Community Health Nurse?

WheN YOU NeeD It MOstThe Right Care6

?

7

BEHIND THE SCENES

THE QUIET ACHIEVERS

To kEEp THE wHEElS TURnIng In Any oRgAnISATIon, onE nEEdS A dEdICATEd TEAm of IndIVIdUAlS To EnSURE THAT THE bACk End of THE dAy To dAy opERATIonS RUn AS SmooTHly And EffICIEnTly AS poSSIblE. Their expertise in their chosen fields allows the focus on care-givers to do what they do best whilst being supported with the legislative and administrative requirements of their roles. As colourful character and Office Manager of ‘The Office’ David Brent so delightfully mused, “It’s the team that matters. Where would The Beatles be without ringo? If John got Yoko to play drums the history of music would be completely different.” Welcome to our team.

ACCoUnTS

from the Manager of Corporate services who is responsible for all of Otway Health’s corporate services, financials and compliance to our Accountant and finance Officer who keep us on track with the day to day operations, this team’s importance should not be taken lightly. Operating as a Multi-Purpose service, means that we provide a huge range of services and constant monitoring of the changes to funding and price increases means that acute vigilance is needed to ensure the budget stays on track. One of Otway Health’s longest serving employees; finance Officer gail Darling, has seen lots of changes in her 18 years with the organisation. Her love of finance is not the only benefit she derives from working here. “After 18 years

I’ve seen many friends age and spend their twilight years being very well looked after in a safe and lovely facility where everyone, including office staff, make them feel very included, engaging them in meaningful conversation.”

ExECUTIVE ASSISTAnT

kim Bazell has been with Otway Health just over six years, and like gail in Accounts, has watched the organisation grow from strength to strength. Her role in many ways supports the backbone of the organisation as it provides varied assistance to the CEO. from refurnishing residences that Otway Health supply for Medical Officers to preparing agendas and getting everything organised for Committee meetings to taking Minutes at the monthly Board ∂

8

µ Meeting and disseminating all the paperwork. In fact, the list is endless and having someone who is well-versed in the goings on and intricacies of the organisation helps immensely. regularly called upon to do things that are out of the ordinary, she is more often than not, the ‘go to’ person given her immense knowledge and history with Otway Health.

HUmAn RESoURCES

Otway Health identifies Human resources as one of the key elements in running an effective health service. Not only is its role to find the right candidate for a position, but it also works with Management to identify areas of growth within the organisation. retaining a happy workforce is key to Otway Health’s success and as such, staff undergo a comprehensive induction program and are privy to an employee benefits program as well as opportunities for staff development.

Otway Health offers a variety of benefits for staff including; discounted massage vouchers, salary packaging, employee assistance programs, social club, discounted exercise programs and

staff discounted meals. Human resources Officer shelly forche-Baird feels that “being aligned to an organisation that makes a real difference in the community is a pleasure. The results are tangible in the faces of so many and also in the great response of the high quality applicants we receive. ”

mAInTEnAnCE

It has been a very busy year for the Maintenance Department, with the flood adding a whole different dimension and craziness to the calendar. This is one of those departments that work consistently and methodically to maintain everything, yet when the occasional ‘wheels fall off”, their presence is urgently needed.

There are three main components to Maintenance at Otway Health; Essential service Maintenance, Programme Maintenance and Planning and Implementation of Major Projects. All overlaid with the day to day repair of break downs and general maintenance this makes our Maintenance Manager, Bill shields one very busy man indeed.

under direction from the Board of governance, the past year has seen the inclusion of two major projects being brought into the mix. We took advantage of the Barham Wing being vacant as a direct result of the flood and enlarged the lounge room by taking out two walls and creating a larger, more open and inviting space with more natural light for our residents to enjoy.running parallel to this project has been the exciting development of planning the renovation to create a gymnasium in the old ambulance station in Pengilley Avenue which will be open for public use as well as for patients and residents in Otway Health. It is by strategic thinking that we plan for the future and current needs of the community.

pUblIC RElATIonS

Nearly everything that you hear, read or see in relation to Otway Health is generated from Public relations.from radio interviews to front page stories, Pr works hard behind the scenes to ensure that the community is kept up to date with everything that is happening in the organisation. The advent of social media has added another layer to communications and generally means that information

9

and answers are generated much quicker than previously. Pr has had another busy year, putting on Carols by Candlelight as well as being actively engaged with the great Ocean road Marathon and the Apollo Bay seafood festival. Otway Health News, a tri-monthly magazine that is produced, is another way of connecting with everyone. katrina kiely has been at the helm of Pr for the last two years and has seen many changes in the organisation which has really embraced transparency in its communications.

“The great thing about Otway Health is its ability to move with the times and really listen to what the community are saying. This year we tested an online meeting where, from the comfort of your own home, you were able to dial in and not only watch a Board Meeting take place but actively participate in the Q&A. This direct link makes a huge difference, especially to those who normally couldn’t attend due to work or family commitments.”

RECoRdS

Our records Office is integral to the daily functioning of Otway Health and supports every area of the organisation in many different ways. guided by several legislative rules and sets of standards, records staff are responsible for:

Creating, Maintaining, •Archiving and Destroying Health Care records in accordance with strict privacy and confidentiality principles.

responding to requests for •access to health information, applying relevant legislation dependent on the request.

storing and maintaining files •of corporate functions such as audit reporting, mandated reporting and contracts, as well as updating files with service agreements, leases, plans and correspondence.

Many of the day to day documents produced by our health service are considered public records and are mandated to be treated with pre-determined timelines for future access. Otway Health maintains a storage facility to accommodate these records however; our strategic vision is to further develop our use of technology and create an electronic data base capable of retrieving data at the touch of a button.

RECEpTIon

The face and voice of the organisation in many ways, our team of Customer service Officers (CsO’s) are on hand five days a week to greet, inform and assist

the many who visit Otway Health as well as provide invaluable telephone assistance. from Centrelink assistance through to booking allied health appointments and the whole gamut in between, the personal and attentive service provided by our staff makes all the difference.

reception guru Christine Mckenzie has spent 9 ½ years in the role and values the interaction she shares with the community. she is on a first name basis with many and knows their stories.

“Every day, every contact in some way is memorable....each day when the door opens it is like a box of chocolates....you just never know’.

fellow CsO georgie Harrison is quick to point out that personal and interpersonal relationships that staff develop within the community is really what binds it together. “Otway Health plays a vital role in connecting people on various levels that is not always noticed.”

given the isolation of the Otways and surrounds, staying connected with those that are vulnerable can make a huge difference. Often we are their only ‘family’ and we relish and honour that connection.

µ Meeting and disseminating all the paperwork. In fact, the list is endless and having someone who is well-versed in the goings on and intricacies of the organisation helps immensely. regularly called upon to do things that are out of the ordinary, she is more often than not, the ‘go to’ person given her immense knowledge and history with Otway Health.

HUmAn RESoURCES

Otway Health identifies Human resources as one of the key elements in running an effective health service. Not only is its role to find the right candidate for a position, but it also works with Management to identify areas of growth within the organisation. retaining a happy workforce is key to Otway Health’s success and as such, staff undergo a comprehensive induction program and are privy to an employee benefits program as well as opportunities for staff development.

Otway Health offers a variety of benefits for staff including; discounted massage vouchers, salary packaging, employee assistance programs, social club, discounted exercise programs and

staff discounted meals. Human resources Officer shelly forche-Baird feels that “being aligned to an organisation that makes a real difference in the community is a pleasure. The results are tangible in the faces of so many and also in the great response of the high quality applicants we receive. ”

mAInTEnAnCE

It has been a very busy year for the Maintenance Department, with the flood adding a whole different dimension and craziness to the calendar. This is one of those departments that work consistently and methodically to maintain everything, yet when the occasional ‘wheels fall off”, their presence is urgently needed.

There are three main components to Maintenance at Otway Health; Essential service Maintenance, Programme Maintenance and Planning and Implementation of Major Projects. All overlaid with the day to day repair of break downs and general maintenance this makes our Maintenance Manager, Bill shields one very busy man indeed.

under direction from the Board of governance, the past year has seen the inclusion of two major projects being brought into the mix. We took advantage of the Barham Wing being vacant as a direct result of the flood and enlarged the lounge room by taking out two walls and creating a larger, more open and inviting space with more natural light for our residents to enjoy.running parallel to this project has been the exciting development of planning the renovation to create a gymnasium in the old ambulance station in Pengilley Avenue which will be open for public use as well as for patients and residents in Otway Health. It is by strategic thinking that we plan for the future and current needs of the community.

pUblIC RElATIonS

Nearly everything that you hear, read or see in relation to Otway Health is generated from Public relations.from radio interviews to front page stories, Pr works hard behind the scenes to ensure that the community is kept up to date with everything that is happening in the organisation. The advent of social media has added another layer to communications and generally means that information

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Kevin Gorman

has been with Otway

Health as a Division 1 Nurse

since March, and 33 years in total.

He got into nursing as he says, via no

altruistic motives... I loved surfing and the

work gave me the opportunity to do so. He

has a real affinity with those in Palliative

Care. It is a very intimate experience.

Death is a level playing field ...it's

when you are stripped bare of

the rubbish.

A DAY IN THE LIFE OF A CLINICAL & rurAL GENErALIsT NursE DOCTOr

A sNApsHot of tHEIr DAym 0100 - A call from the hospital asking for advice. I am not needed in there tonight so can get back to sleep

before I start at the clinic.

K 0700 - Usual morning shift starts at 7.00am with receiving a handover report from night shift nurses informing the new days nurses of what happened last night with patients in both residential and acute care beds as well as anyone who came in overnight to the Urgent Care Unit. The first of the 2 legally required counts of stocks of strong pain killers and other similar controlled substances takes place with another Registered Nurse. Some of the early risers in the Laura Pengilley Wing need to have their dressings attended to, or special medications given to them. A quick check of the ward diary then to see what appointments or new admissions are booked in. A usual morning might then lead me to help residents/patients with showering or toileting or simply getting ready for breakfast (everyone's needs are different).

K 0815 - Medication rounds usually commence while everyone is being served breakfast. But this morning the Ambulance Buzzer announces the arrival of someone in need These buzzers can go off at any time and sometimes in quick succession, especially over summer and other school holiday periods. Today it is a Mum and her two boys one of whom fell over hurting his arm on the Marengo rocks. A quick assessment tells me we need the doctor. Mani arrives and determines the arm is fractured and needs a plaster cast, which I help with.

m 0900 - I head into the clinic after an early visit to the hospital and am greeted with a smile by either Jo or Heather. Georgie is usually busy in her office doing all her paperwork and organising the day and making sure the clinic is running smoothly and Anne is in her office planning out her day. I then head into my office and start up the computer and check all the pathology results, before calling in my first patient.

K 0930 - It is time to check on which residents wish to participate in the Activities program. Today Warren has organised carpet bowls followed by fresh bread making the latter is by far the most popular because of the crusty loaf produced. Time also to help with a couple of people who need some assistance- one of whom l notice has developed a rash. The Pharmacy is contacted via fax to get the suitable ointment sent up to apply as soon as possible. Other medications running low in stock are also ordered.

m 1030 - It's time for a quick coffee break where it's pens down and a chance to catch up on interesting TV shows, books or recent events in our lives. This short break helps keep us sane and alert.

K 1100 - The Ambulance Buzzer goes again. This time it is a local man with chest pain which he tells me started a couple of hours ago. Dr Mani has already returned to his Medical centre to start seeing his list of clinic patients. In rapid succession, a set of vital observations are taken followed by an ECG and then bloods are taken. A quick account of his past medical history, as well as his current medications is noted and then Dr Mani is called again, who arrives soon after. A decision is soon made that this gentleman will need to be transferred to Geelong Hospital by ambulance. I will need to put together a summary of the care given to him and also phone his son at the patient's request.

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Dr Mani

Kutti has been working

alongside Otway Health for

the past 2 years and is always

ready to greet staff and patients

alike with his huge beaming

smile. Working between the

Apollo Bay General Practice

and us keeps Dr Mani

on his toes. A DAY IN THE LIFE OF A CLINICAL & rurAL GENErALIsT NursE DOCTOr

m 1115 - Otway Health phone call and subsequent visit. Arrange a transfer for the client to Geelong Hospital.

K 1200 - Time to gather residents for lunch in the dining room or at the bedside for the acute patients. Lunchtime medications are given and, as time permits, l document significant changes in the patient histories as well as update and photocopy the Handover report in time to give the afternoon staff waiting for the report at 1.00pm.

m 1230 - Off to Otway Health again. I walk into the Nurses Station and there is usually a nurse waiting for me with the doctor's communication book. After looking through the book and reviewing the patients the nurses are concerned about in aged care, I then see my acute patients and update their families on their current conditions.

K 1300 - Handover to Afternoon staff then off to Lunch.

m 1330 - Lunch time. Bakery roll.

K 1345 - Pharmacy supplies have arrived and need to be checked into the Imprest system.

m 1400 - Start consulting again. Afternoon can get quite busy. Around 1530, I usually get myself a cup of tea and keep consulting.

K 1400 - Today we have nurse education on leg ulcers and best treatment practice from a visiting Wound Consultant from Geelong.

K 1445 - There are two bed-ridden patients who require their next round of pressure area care. Time now to give out the mid

afternoon medications before the last drug count and then home time.

It's 3.30pm!

m1730 - Consulting finally

finished. Time to head home. I head straight home to unwind unless the

nurses ask me to review a patient in the hospital. I freshen up and get

something to eat, as I know my on call phone is right by my side and I may be

called in again at anytime.

Being a rural doctor means being on call, but I do love my job and this community.

“Being a rural doctor means being on call, but I do love my job and this community.”

HomE And CommUnITy CARE (HACC) pRopERTy mAInTEnAnCE SERVICES

Over the past twelve months, we have provided in excess of 140 hours of property maintenance to our HACC eligible clients.

Property maintenance, under the HACC program, is all about keeping you safe and secure in your home. We are unable to provide services that require a licensed tradesman, such as plumbing or electrical, nor can we assist with beautification works such as painting, however, there are many other tasks we can undertake to assist you to live at home independently.

Tasks can include installing smoke detectors, changing smoke detector batteries, replacing light globes, installing handrails in bathrooms or other areas of the home, building access ramps, freeing sticking doors and windows, installing key safes, clearing ground floor spouting, and the most popular service this year, spring cleaning. Each HACC client/household is entitled to 4 hours of spring cleaning per year and the tasks we can undertake include:

•Ovencleaning•Fridgedefrosting•Dustingofitemsonhighshelves(heightrestrictionsapply)•Polishingoffurniture•Washingdownwalls•Thoroughscrubbingofshowers•Removingmossfromsteps,decksorpavers

Wherever possible, we send two staff members, for two hours each, to attend to a spring clean. We suggest that you have a list of the tasks you would like to have undertaken, available prior to the spring clean. This will allow us to maximise your time. Our staff will bring the bulk of the required equipment and cleaning products with them to make the clean as easy and productive as possible.

TO DETErMINE WHETHEr YOu ArE ELIgIBLE fOr HACC sErvICEs, PLEAsE CALL us ON 5237 8500 AND Ask TO sPEAk TO AN AssEssMENT OffICEr Or THE HACC CO-OrDINATOr.

HACC fuNDED sErvICEs INCLuDE: home cleaning, shopping with a client or from a list, meal preparation, in home or out of home respite, home maintenance, personal care services such as assistance with showering or grooming, community nursing, delivered meals, podiatry, physiotherapy, occupational therapy, individual and group exercise programs. Any and all of these services are provided at low cost and are designed to assist our clients to remain living at home independently.

pUTTIng A Spring In yoUR Step

12

A CAsE sTuDY Of HOW OTWAY HEALTH CAN COvEr ALL YOur NEEDs frOM gO TO WHOA!

Nell and Eric Lewis came into respite as they were struggling to live independently and needed time in care to improve their general health. They stayed in respite care in Barham Wing for a month where they paid a daily fee which covered accommodation, meals and care from clinical staff. At Otway Health, Nell and Eric were invited to participate in our resident activity program whilst residing and they got to know other residents and got a feel for what it was like to live in a residential aged care facility. During this time, staff were able to assess Nell and Eric’s physical, psychological and social needs.

After a month Nell and Eric were offered, and accepted, permanent low level acre rooms in our Laura Pengilley Wing. As a couple they were offered two rooms and had the option of separate bedrooms or a bedroom and a sitting room. Low level care residents pay a bond (depending on their assets) and a daily fee to live at Otway Health. Nell, Eric and their family have been encouraged to make their rooms as homely as possible with personal items such as comfy armchairs and favourite pieces of furniture. A range of questions and assessments were completed to develop a comprehensive care plan. The care plan informs staff of all their care needs and preferences. These assessments also highlight specific medical issues we need to

address, such as referring Eric to a visiting audiologist or organising regular visits by our Occupational Therapist and Physiotherapist to help Nell mobilise more easily. During this time, we have discerned Nell really enjoys the regular bus trips with other residents. Eric is being introduced to a volunteer who will help him continue his love of gardening. Nell and Eric have both chosen, after consultation with staff and the doctor, to continue giving themselves their medications.

A comprehensive care plan is possible because of our Multi-Purpose service which gives us access to a variety of skill-mix in our Clinical Care staff, Occupational Therapists, Physiotherapists, volunteer Coordinators and many more visiting allied health services. Our resident of the Day program ensures we regularly evaluate our care of Nell and Eric. We intend to continue providing a high quality, homely, resident-focused service.

Here’s what Nell and Eric had to say about their transition from living in the community to living at Otway Health.

“ErIc Is rEAlly ENjoyINg tINkErINg IN tHE sHED. WE HAvE sINg-AloNgs, go oN Bus trIps. I lovE It...EvEryoNE Is lovEly”

tHE ruBIk’s cuBEoF orgaNiSaTioNS

13

YOUTH GROUP

A TEEnAgER’S pERSonAl ACCoUnT of ComIng ‘HomE’

Tristan, a confident and strong personality at only 13 years old, has the ball in his hands and is poised ready to shoot for goal.

surrounded by his good mates, he is well respected for his humour, loyalty, honesty and team ethics. He shoots and misses, joking that he meant to do that all along. Laughing and bounding away they carry on with their game.Tristan moved to Apollo Bay four short years ago with his family leaving behind the public housing estate in Norlane that he had called home. It was closing the chapter on many hard times and tough memories that he reluctantly recalls.

“I’ve almost forgotten what it felt like during the hard times. The tough time my family and I went through

when my dad died, the fighting in my neighbourhood and the police were around a lot. Then when the doctors found my tumour and the bullying started after I changed schools I thought I couldn’t handle it all. It was a very hard time for me. Thankfully now it seems like it was all so long ago and that finally I’m holding the long end of the stick…

I feel happy having fun at The Youth Group with my mates Jack, Heath, Billey and Moni. I feel I have the freedom to be myself and I feel safe.

I don’t know where I would be on Friday nights if The Youth Group wasn’t running and I’m sure my friendships are stronger from the time we spend together there. I sometimes think that things could have turned out so differently for me.”

The Youth group has been part of Tristan’s support network for almost 2 years. The program

allows him and other young people the opportunity for recreation, skill building, fun, friendships and offers resources and facilities that are helping them. research shows that young people without adequate social support are more likely to drop out of secondary school. Mental ill health is the single biggest issue facing young Australians. According to the Australian government National Youth Mental Health foundation program “Headspace”, 1 in 4 young people experience depression, anxiety or substance abuse in any given year.

As the basketball game draws to an end, it is easy to see that no matter the person’s story or the result of the game, everyone wins because The Youth group has worked its magic.

YOUTH GROUP

BrINgs HopE AND A sENsE

of BEloNgINg

14

15

How oTwAy HEAlTH fACIlITATES yoUR lIfESTylE And nEEdS

Meet Eric. In 2006 he moved from Colac to Apollo Bay on the advice of his doctors who felt he was no longer in a position to be able to live alone.

At this time, he was referred to Otway Health for an Occupational Therapy assessment as he’d expressed an interest in obtaining a scooter. Although the scooter was not for him, he learnt through the process of the assessment, about other services available to him. Eric attended Physiotherapy and had a tailored individual home exercise program with the Allied Health Assistants to work on his balance, leg strength and mobility. In 2008, Eric was one of the inaugural participants of Otway Health’s ‘No falls’ class and has been a regular attendee of this class ever since. The classes were identified as being particularly suitable as not only did they offer an opportunity to maintain balance and strength, but also provided transport. During this time the Physiotherapist referred Eric to the Diabetes Educator to provide guidance in managing his diabetes. Eric utilised the Home and Community Care (HACC) program as needed, primarily for meals and transport for community errands when his sister went away.

Being a social gentleman, Eric discovered the Men’s Lunch group that meets on a monthly basis and the Planned Activity group on a Thursday. This provided him with the opportunity to meet other members of the community and develop social connections independent of his sister.

Earlier in 2013 Eric experienced a slight decline in his health and expressed his concerns to the Community Health Nurse. With his permission, his case was discussed at the weekly Primary Care Case conference. It was recommended that he be reviewed again by the HACC program to assess what services could be offered. Eric agreed that homecare in his unit would be helpful. Eric also expressed concerns about possibly having a fall at night at home. The Assessment Officer, Eric and his sister collaborated to determine the best solution and settled on providing an alarm system at home. Eric once again accessed Occupational Therapy and Physiotherapy and was

provided with adaptive equipment to make it easier and safer to function at home. A home exercise program was also implemented with weekly visits from the Allied Health Assistant.

With the care co-ordination approach adopted by Otway Health, Eric has been able to increase his services on an ‘as need’ basis. Eric will continue to be offered support at home from Otway Health with the goal of maintaining his independence for as long as it is deemed safe by us.

A TEEnAgER’S pERSonAl ACCoUnT of ComIng ‘HomE’

Tristan, a confident and strong personality at only 13 years old, has the ball in his hands and is poised ready to shoot for goal.

surrounded by his good mates, he is well respected for his humour, loyalty, honesty and team ethics. He shoots and misses, joking that he meant to do that all along. Laughing and bounding away they carry on with their game.Tristan moved to Apollo Bay four short years ago with his family leaving behind the public housing estate in Norlane that he had called home. It was closing the chapter on many hard times and tough memories that he reluctantly recalls.

“I’ve almost forgotten what it felt like during the hard times. The tough time my family and I went through

when my dad died, the fighting in my neighbourhood and the police were around a lot. Then when the doctors found my tumour and the bullying started after I changed schools I thought I couldn’t handle it all. It was a very hard time for me. Thankfully now it seems like it was all so long ago and that finally I’m holding the long end of the stick…

I feel happy having fun at The Youth Group with my mates Jack, Heath, Billey and Moni. I feel I have the freedom to be myself and I feel safe.

I don’t know where I would be on Friday nights if The Youth Group wasn’t running and I’m sure my friendships are stronger from the time we spend together there. I sometimes think that things could have turned out so differently for me.”

The Youth group has been part of Tristan’s support network for almost 2 years. The program

allows him and other young people the opportunity for recreation, skill building, fun, friendships and offers resources and facilities that are helping them. research shows that young people without adequate social support are more likely to drop out of secondary school. Mental ill health is the single biggest issue facing young Australians. According to the Australian government National Youth Mental Health foundation program “Headspace”, 1 in 4 young people experience depression, anxiety or substance abuse in any given year.

As the basketball game draws to an end, it is easy to see that no matter the person’s story or the result of the game, everyone wins because The Youth group has worked its magic.

Care Co-ordination Care Co-ordination ON YOUR teRMs

Population data for Colac Otway reports that over half of our population is not eating the recommended levels for fruit and vegetables and that eight percent of people have on occasion run out of food and been unable to replace it.

A social perspective on health recognises that there are a myriad of reasons that influence peoples’ food consumption behaviours. Where a person lives in relation to nutritious food outlets, whether transport networks are easily accessible and affordable, the cost of food and the amount of disposable income people have available are some of the things that are found to influence food consumption behaviours. These reasons extend beyond a person’s individual control.

Increasing food security and promoting healthy eating is a priority area of Otway Health’s Integrated Health Promotion Plan 2013 - 2017. One of the achievements to date has been the development of a collaborative partnership with Colac Area Health and Colac Otway shire, which has worked on the development of a comprehensive needs assessment, to build a local picture that is needed to understand and improve food security in our region.

The findings of the Needs Assessment were recently presented to stakeholders at a Colac Otway food forum in July 2013. “It was really exciting to see so many people from different backgrounds from food producers and Landcare representatives through to council and health service managers coming together to talk about how we can work together to create a food secure community here in Colac Otway” Jess Dorney, Health Promotion Officer.

The three actions identified in the Colac Otway food security Needs Assessment as priorities involved addressing the cost of nutritious food in the Colac Otway region, increasing access to nutritious foods and increasing people skills and knowledge in things such as budgeting, preparing, cooking and growing, nutritious food.

The food forum has led to the establishment of a food security network for Colac Otway. This group embodies the vision for Colac Otway set out by participants of the food forum that “everyone, regardless of socio economic status, is able to obtain nutritionally adequate and culturally acceptable food regularly, through non-emergency sources”.

This group is currently developing a collaborative and evidence based action plan that addresses the key priority areas identified to create a food secure community for all.

Here’s to a future filled with healthy, nutritious and affordable food for all.

FAMILIES AND SINGLE PARENTS ARE SPENDING MORE THAN

30% OF THEIR INCOME BENEFITS ON FOOD

(THIS WAS IDENTIFIED IN THE COLAC OTWAYHEALTHY FOOD BASKET SURVEY)

HEALTHY FOOD IS AN ESSENTIAL COMPONENT OF OVERALL GOOD HEALTH FOR EVERY INDIVIDUAL. FOOD IS A PREVENTATIVE FACTOR FOR MANY HEALTH CONDITIONS INCLUDING OBESITY, TYPE 2 DIABETES, HEART DISEASE AND SOME CANCERS.

“COMMUNITY FOOD SECURITY EXISTS WHEN ALL PEOPLE, AT ALL T IMES HAVE PHYSICAL AND ECONOMIC ACCESS TO SUFFICIENT AND NUTRITIOUS FOODS TO SUPPORT AN ACTIVE AND HEALTHY LIFE”

THE INFORMATION BELOW SUMMARISES KEY FINDINGS FROM A COMMUNITY NEEDS ASSESSMENT COMPLETED FOR THE COLAC OTWAY REGION

DEVELOP A

FOOD POLICY

FOR THE

Cola� Otwa� Regio�

OUR ROLE MOVING FORWARD...INTEGRATE FOOD SECURITY ACROSS THE SHIREUSING THE FOUR ENVIRONMENTS FOR HEALTHFRAMEWORK

CONTINUE RESEARCH

BUILDING AND STRENGTHENING PARTNERSHIPS

ADVOCACY AND LEADERSHIP

EDUCATION

SUPPORT COMMUNITY DEVELOPMENT

Find out more by visiting our websites

Foo� IN THE

Cola� Otwa�Regio�

WHAT WE KNOW

COMMUNITY STRENGTHS

DID NOT EAT ENOUGH VEGETABLES DAILY

DID NOT EAT ENOUGH FRUIT DAILY

54.4%89.1%

NATIONALLY AGRICULTURALLY PRODUCTIVE LAND IS COMING UNDER

INCREASING PRESSUREFROM COMPETING USERS,

PARTICULARLY TO ACCOMMODATE GROWING POPULATIONS.

OUR CHALLENGES

FOOD SECURITY IMPACTS PRIORITIES AT A

NATIONAL, STATE, REGIONALAND LOCAL LEVEL

Loca�Regiona� Stat�

Nationa�THERE ISOPPORTUNITY IN OUR SMALLER

COMMUNITIES TO IMPROVE ACCESS TO FRESH FRUIT AND VEGETABLESTHROUGH GENERAL STORES AND

LOCAL INIT IATIVES

LOCAL FOODPRODUCTION

WE ASKED OUR COMMUNITY“WHAT PROBLEMS DO YOU

FACE GETTING THE HEALTHYFOOD YOU NEED?”

WE ASKED COMMUNITY LEADERS ANDHEALTH PROFESSIONALS

“WHAT BARRIERS DO YOURCLIENTS AND COMMUNITY FACE

GETTING THE HEALTHY FOOD THEY NEED?”

TRANSPORTACCESS, COST AND

TIME

SKILLSBUDGETING, KNOWLEDGE

ANDPREPARING FOOD

COSTLOW INCOME AND

HIGH PRICE OF FOOD

$

$COST

OF FOOD WAS THEBIGGEST ISSUE

IDENTIFIED

OUR SHIRES TRANSPORT NETWORKDOES NOT CURRENTLY SUPPORT EASY

ACCESS TO NUTRITIOUSFOOD OUTLETS

PERCENTAGE OF PEOPLE THATHAD RUN OUT OF FOOD IN A 12 MONTH

PERIOD AND NOT BEEN ABLE TO REPLACE IT

3.8%

BARWONSOUTH WEST

6.0%

VICTORIA

COLAC OTWAY

8.2%

RESTAURANTS,CAFESAND TAKE AWAY

SUPERMARKETS ANDFRUIT AND VEG

STORES

84% 8%

BREAKDOWN OFFOOD OUTLET AVAILABILITY

fooD For aLLHaving a nutritious diet can help to keep us healthy and active throughout life, sustaining our bodies and helping to prevent the development of chronic diseases such cardiovascular disease, some cancers, diabetes, osteoporosis and dental disease.

16

FAMILIES AND SINGLE PARENTS ARE SPENDING MORE THAN

30% OF THEIR INCOME BENEFITS ON FOOD

(THIS WAS IDENTIFIED IN THE COLAC OTWAYHEALTHY FOOD BASKET SURVEY)

HEALTHY FOOD IS AN ESSENTIAL COMPONENT OF OVERALL GOOD HEALTH FOR EVERY INDIVIDUAL. FOOD IS A PREVENTATIVE FACTOR FOR MANY HEALTH CONDITIONS INCLUDING OBESITY, TYPE 2 DIABETES, HEART DISEASE AND SOME CANCERS.

“COMMUNITY FOOD SECURITY EXISTS WHEN ALL PEOPLE, AT ALL T IMES HAVE PHYSICAL AND ECONOMIC ACCESS TO SUFFICIENT AND NUTRITIOUS FOODS TO SUPPORT AN ACTIVE AND HEALTHY LIFE”

THE INFORMATION BELOW SUMMARISES KEY FINDINGS FROM A COMMUNITY NEEDS ASSESSMENT COMPLETED FOR THE COLAC OTWAY REGION

DEVELOP A

FOOD POLICY

FOR THE

Cola� Otwa� Regio�

OUR ROLE MOVING FORWARD...INTEGRATE FOOD SECURITY ACROSS THE SHIREUSING THE FOUR ENVIRONMENTS FOR HEALTHFRAMEWORK

CONTINUE RESEARCH

BUILDING AND STRENGTHENING PARTNERSHIPS

ADVOCACY AND LEADERSHIP

EDUCATION

SUPPORT COMMUNITY DEVELOPMENT

Find out more by visiting our websites

Foo� IN THE

Cola� Otwa�Regio�

WHAT WE KNOW

COMMUNITY STRENGTHS

DID NOT EAT ENOUGH VEGETABLES DAILY

DID NOT EAT ENOUGH FRUIT DAILY

54.4%89.1%

NATIONALLY AGRICULTURALLY PRODUCTIVE LAND IS COMING UNDER

INCREASING PRESSUREFROM COMPETING USERS,

PARTICULARLY TO ACCOMMODATE GROWING POPULATIONS.

OUR CHALLENGES

FOOD SECURITY IMPACTS PRIORITIES AT A

NATIONAL, STATE, REGIONALAND LOCAL LEVEL

Loca�Regiona� Stat�

Nationa�THERE ISOPPORTUNITY IN OUR SMALLER

COMMUNITIES TO IMPROVE ACCESS TO FRESH FRUIT AND VEGETABLESTHROUGH GENERAL STORES AND

LOCAL INIT IATIVES

LOCAL FOODPRODUCTION

WE ASKED OUR COMMUNITY“WHAT PROBLEMS DO YOU

FACE GETTING THE HEALTHYFOOD YOU NEED?”

WE ASKED COMMUNITY LEADERS ANDHEALTH PROFESSIONALS

“WHAT BARRIERS DO YOURCLIENTS AND COMMUNITY FACE

GETTING THE HEALTHY FOOD THEY NEED?”

TRANSPORTACCESS, COST AND

TIME

SKILLSBUDGETING, KNOWLEDGE

ANDPREPARING FOOD

COSTLOW INCOME AND

HIGH PRICE OF FOOD

$

$COST

OF FOOD WAS THEBIGGEST ISSUE

IDENTIFIED

OUR SHIRES TRANSPORT NETWORKDOES NOT CURRENTLY SUPPORT EASY

ACCESS TO NUTRITIOUSFOOD OUTLETS

PERCENTAGE OF PEOPLE THATHAD RUN OUT OF FOOD IN A 12 MONTH

PERIOD AND NOT BEEN ABLE TO REPLACE IT

3.8%

BARWONSOUTH WEST

6.0%

VICTORIA

COLAC OTWAY

8.2%

RESTAURANTS,CAFESAND TAKE AWAY

SUPERMARKETS ANDFRUIT AND VEG

STORES

84% 8%

BREAKDOWN OFFOOD OUTLET AVAILABILITY

The above is an excerpt from the Colac Otway food security Needs Assessment 2012/2013.

pHySICAl ISolATIon IS no bARRIER

In the past financial year, Otway Health has expanded its resources to care for very unwell clients who present to our urgent Care unit. With the installation of teleconference equipment, thanks in part to a grant from the Apollo Bay & District Health foundation, consultant doctors from Barwon Health Emergency Department and Adult retrieval victoria (Arv) are able to “dial in” to see the patient, “zoom in” to injuries, and speak to our doctor about appropriate medical treatments for that patient. This virtual appointment

gives us access to some of the very best specialist doctors who, via the screen, can assess the patient. This wonderful service bridges the geographical gap that results from us living in an isolated community. It allows us instant access to a qualified team who specialise in emergencies.

Barwon Health and Arv are also able to help transfer the patient to the appropriate hospital in a timely manner. In making sure the patient receives the appropriate care before transfer, can make a huge difference to the outcome.

Virtual appointment keeps us connected

As told to Marie Sinclair, Children’s Centre Coordinator

‘BOrE DA’ EvErYONE, WHICH MEANs gOOD MOrNINg IN WELsH. MY NAME Is CArYL HugHEs AND I IMMIgrATED TO AusTrALIA A LITTLE OvEr 3 YEArs AgO.

I come from a small country village on the island of Anglesey in Wales and this is a short story of my time here in the bay and at Otway Health.

My first job was at the Apollo Bay Children’s Centre as a room Assistant and I quickly made friends amongst staff and families. My partner and I found the community to be welcoming and as I watched the children in my care grow, so too did I.

During 2012, Otway Health assisted me as I completed a Certificate III of Children’s services and I learnt more about early childhood education. I was then able to pass on my knowledge and mentor new students as they attended this year’s course at Marrar Woorn Neighbourhood House.

The centre’s philosophy has shown me that educators and families work in partnership together to ensure the wellbeing of all children in care. I was able to bring some of my own culture to the centre and support the diverse range of families living in the bay. some days I would be speaking spanish with the children, singing french lullabies, eating greek delicacies from the kitchen, reading Indigenous stories, listening to Middle Eastern music, toe tapping to Irish jigs and listening to the children as they talked about their home lives and interests.

We would go for walks to the community garden, the foreshore and the park, drop in to local businesses for a chat and say hello to those walking by.

We would attend the local cinema during the school holidays and visit places of interest around the Otways and Colac. It felt like we were part of the community and I hope the children felt that way too.

I have watched as the centre has grown, new staff have come and gone but there are always the few that remain because they love their job and the bay so much.

of paradiselittle piece

18

Our

We now have three rooms that operate daily, the shell room for babies and toddlers, the seahorse room for kindergarten and preschool ages and the starfish room for school aged care.

The Bendigo Bank and Colac Otway shire supported us with community grants in 2012 to enable the centre to offer an After school Care program. The children aged 5-12 years were excited to see toys and equipment specific for their age group arrive and in the afternoons could be seen reading books in the beanbags, playing video games on the Wii console, participating in arts and crafts or just playing board games with their friends.

In April 2013 I was privileged to work with centre staff, families and management as we participated in the Australian Children’s Education and Care Authority, National Quality standards assessment.

representatives from the Department of Education and Early Childhood Development spent two days at our centre interviewing staff and participating in our programs and evaluating our service against the National Care regulations and the Nationals standards.

APOLLO BAY CHILDrEN’s CENTrE rECEIvED AN ExCEEDINg rATINg WHICH MADE us fEEL ExTrEMELY PrOuD As ONLY A HANDfuL Of sErvICEs ACrOss AusTrALIA MET THIs rATINg.

Our Children’s Centre is of immense importance to our township and the families that work, live and play here and for me personally, as I prepare for the arrival of my first child. I know my baby will have all the care and assistance he or she may need as the centre has such close working links with Maternal Child Health, Apollo Bay Preschool and the Apollo Bay P-12 College and support services in Colac and geelong.

Most importantly, there is a dedicated team of workers who share in the tears and triumphs of our children as they grow and we watch proudly as they move on to attend kinder or school. I feel safe in the knowledge that our children are well cared for and will receive the very best of care in our region.

19

love thy

NEIgHBOurHOOD HOusEs are local organisations that provide social, educational and recreational activities for their communities in a welcoming supportive environment. The Neighbourhood Houses in Apollo Bay, forrest and Lavers Hill are under the auspices of Otway Health,

with the coordinators from the first two locations being funded through the Neighbourhood House Coordination Program. Lavers Hill is funded directly through Otway Health. The role of the coordinator is to work with the community to identify needs and interests and to help develop programs and projects to meet these. The coordinator is also tasked with helping the community identify their strengths and weaknesses and provide them with the tools to create a better community for themselves.

MArrAr WOOrNA busy yet enjoyable year for this community hub. In addition to regular programs, the House has developed and extended the adult education program to include accredited, vocational training. This program exists through the partnerships that have been developed over the past two years; this includes but is not limited to partnering withst Laurence Advanced Career Training (formerly Otway Community College) and the Ocean grove Neighbourhood Centre.

The Ocean grove Neighbourhood Centre has worked with us since the beginning of 2013, delivering Certificate III in Children’s services. Towards the end of this year they will also deliver the Diploma level of this course to our current and new students.

This course has met a number of needs in the community including offering vocational training to citizens that are underemployed or would like to retrain as well as addressing a deficit in qualified staff within our Children’s Centre offering at minimum, year round casual work.

We have had four students successfully complete this course who will continue on to Diploma level as well as significant interest from others who would like to upskill their current qualifications. This means that we will create new opportunities for these students and that our Children’s Centre (already considered one of the best in the country) will be fully staffed by appropriately educated personnel.

We hope that by offering these and more accredited courses in the future, this will enable our community to access education locally, providing the opportunity to develop new skills and access new career paths.

NeiGHBOUR“And you will f nd your labour , A great deal easier, Life’ll be breezier, If you love thy neighbour”

LAvErs HILLLavers Hill & District Neighbourhood House has been through a difficult 12 months with the tragic loss of their coordinator, karen Holdsworth late in 2012. karen left a beautiful legacy and was instrumental in getting things off the ground at the Neighbourhood House. A new coordinator has been appointed and the House is going from strength to strength with a well-attended year long program focusing on textiles and crafty creations. As a recipient of an Information and Communications Technologies grant from the state Library of victoria, Lavers Hill have been able to offer basic IT classes to a diverse group of locals, in addition to film making classes with a local film maker and a specialised youth film “boot camp” in collaboration with Open Channel, an organisation that supports development and diversity in the screen industry. More exciting things are planned for the future.

fOrrEsTforrest Neighbourhood House is one of the lead agents in a region-wide fire readiness program encompassing at least 8 identified ‘at risk’ communities. This initiative has been supported by the state government through a grant valued at $100,000. The aim of this project is to facilitate conversations with communities about their response to bushfire risk and to assist them in creating their own bushfire survival kit. These conversations build on the work already completed by the forrest Neighbourhood House and the gelli House in gellibrand and is designed to empower the community to meet the challenges of living in a fire prone area with knowledge, skill and direction.

“I am fnding my new role at the Lavers Hill Community House incredibly fulflling. I am learning a lot, getting involved in some great projects and genuinely feel blessed to work with such great people in such a beautiful community.” - Julia Malcolm

“I enjoy helping the community identify and meet their needs, particularly when we can meet that need locally.” - rhiannon Cox

“It’s been an amazing learning curve for me and an opportunity to create new networks, really connect with the Forrest community and make great friends.” - gillian Brew

What our dynamic coordinators have to say about their involvement with the Houses

21“And you will f

nd your labour , A great deal easier, Life’ll be breezier, If you love thy neighbour”

tHE Nuts AND Bolts of OTWAY HEALTH

ConSUmER pARTICIpATIon Otway Health is a multi-purpose service providing holistic health and wellbeing services to you, enabling you to improve and optimise your quality of life. In essence, our approach is “doing it with us not for us”. As such, your participation and feedback is crucial to our efficiency and effectiveness and works as an accountability mechanism, assisting us in fulfilling your needs and the needs of our community. Below are just some of the areas in which we collaborate:

The Otway Health service Plan for 2012 – 2017 •was implemented in 2012. The Partnering with Consumers Quality Workgroup works with Otway Health management and staff to review the results of services we have provided and also to assist in planning, developing and improving the services on offer. A Consumer reference group was created with •an objective to engage consumers in providing feedback in a number of formats including reviewing documentation that is given to consumers. As an example the Privacy statement was reworded.We held our first online “Open Public Meeting” in •April where members of the public were invited to participate from the comfort of their own homes. This new way of connecting with the greater community was held after the Board of governance meeting. It was also an opportune time for our CEO, Linda West, to communicate the exciting news that a Mobile Dental service was being built to service isolated areas in our catchment and the towns of Lorne, Apollo Bay and Winchelsea.

The Apollo Bay Children’s Centre was assessed and •rated by the Australian Children’s Education and Care Quality Authority against the National Quality standards. It received an overall rating of “Exceeding the National Quality standards” which is a fantastic achievement. One of the quality areas “Collaborative partnerships with families and communities” was rated as exceeding the National Quality standards, with the comment from the report stating that “The service provided families with an effective enrolment process founded on two way communication, consultation and collaboration. The ongoing provision of comprehensive, current information regarding the service was available in an accessible format. families were offered various opportunities to significantly contribute to and participate in the service.” The Apollo Bay Children’s Centre is also involved in the southern keys Network which looks at the health and wellbeing of children in the community.We have a community representative on the finance •and Audit Committee and a Board representative (who is also from our community) attends the Quality Improvement Committee.

general information about the availability of services is provided to consumers by the distribution of the Otway Health Directory of services, service Brochures, the Neighbourhood Houses’ term activity brochures, the Otway Health News, Annual report, Quality of Care Magazine, facebook, Twitter and our website which can be found at

www.otwayhealth.com.au

22

ConSUmER fEEdbACk We strongly encourage our consumers to keep us in the loop as to the services we provide. It is through feedback that we can make strategic changes to our business that will result in the community’s needs being met. It is also nice to know if we are doing a good job.

following is a graph highlighting trends with regards to complaints, compliments and comments. The number of complaints that Otway Health receive is small compared to compliments, a positive aspect of our service delivery.

In the 2011-2012 year, Otway Health, in its acute and subacute services, achieved a great result of 90% in the victorian Patient satisfaction Monitor, a consumer participation indicator where the target result is 75%. In the 2012-2013 year, less than 10 surveys were completed resulting in a result that is not statistically valid. Comments from respondents about the best things regarding their stay in the hospital included:

“Immediate Attention – no waiting”“Caring Staff ”“Every single aspect of the hospital and also the greatest nursing staff ”“The overall caring and kindness of the nurses, doctors and chefs. It was a very pleasant experience and I will be very happy to have my palliative care at Apollo Bay Hospital.”

A quality improvement in the past financial year was the introduction of post-discharge telephone calls, which are conducted to follow up treatment outcomes and elicit further valuable information to improve services.

POsT-DIsCHArgE CLIENTs ArE PHONED AND AskED A NuMBEr Of QuEsTIONs:

Clients were also given the opportunity to comment about the service they received which was significantly positive.

Our Children’s Centre always seeks feedback from families about articles in their bi-monthly newsletter and also has a survey box in their foyer. Our HACC service users are regularly encouraged to comment on our services.

IN JuNE 2013, 53 survEYs WErE sENT OuT TO CLIENTs usINg HACC sErvICEs WITH 27 rETurNED.

Comments received included;

“I would also like to thank Otway Health for the wonderful services we receive and the lovely meals, my health has improved greatly since I have been receiving the services. Also a big thank you to all the staff who are so kind and caring. I feel like I belong to a big family”.

“The service is wonderful, the people are lovely and all I speak to on the phone are kind and considerate”

yoUR fEEdbACk HElpS US kEEp iT rEALAt Otway Health, feedback that is reported onto our riskman system is addressed appropriately and used constructively to improve our services. One negative feedback we received this year was from a client who presented for treatment in the urgent Care unit. Nurses assessed the client visually as a non-urgent case and he was asked to wait in the foyer. Whilst waiting he perceived that staff were talking amongst themselves for quite a while in the Nurses’ station which was visible to him from the waiting area. staff were handing over a clinical report from one shift to the next. This comprehensive handover is extremely important to ensure consistency in care. Naturally the client was not aware of the circumstances and rightfully felt ignored by the perceived slight against him. As a response to his feedback, handover is now held in the Nurse unit Manager’s office providing better privacy for all concerned.

Otway Health also provides information of upcoming events and new services on the website, Twitter feed and facebook page and consumers are invited to provide comments and feedback if they wish.

23

24

CUlTURAl dIVERSITy CuLTurAL DIvErsITY sTrETCHEs ACrOss A NuMBEr Of INDICATOrs. LANguAgE, rACE, ETHNIC BACkgrOuND, vALuEs, rELIgION, sExuALITY, DIsABILITY AND POLITICAL vIEWs ArE JusT sOME Of THE ArEAs IN WHICH DIvErsITY Is APPArENT.

Below are just some of the areas we aim to make a difference;

Training staff in the use of interpreters, cultural •diversity principles and support services availableDeveloping language maps and signage for non- •English speaking visitors Celebrating the richness of cultures that our overseas •staff bring to our organisation from many countries including the Philippines, Mauritius, India and sri Lanka. We have actively sought them out to address recruitment issues but we have experienced this diversity as a very positive influence on everything we doflying the Australian Aboriginal flag on all relevant •occasions and having a continuing dialogue with indigenous community members

“Wide differences of opinion in matters of religious, political, and social belief must exist if conscience and intellect alike are not to be stunted, if there is to be room for healthy growth.” ~Theodore roosevelt

Celebrating various food and cultural events in the Child Care Program. Our Children’s Centre had children from france, spain, Turkey and greece. To engage and teach children about cultural diversity, books, posters, toys, DvDs and music have been purchased for inclusion into the learning program. In addition, free kindergarten Association (fkA) can assist in special Case Needs should the need arise.

Our next project is to fulfil the requirements of the •rainbow Tick standards to ensure that we approach gender issues with sensitivity and respect

It should be noted that Otway Health is not faced with a major challenge with regards to Cultural Diversity.

ClInICAl goVERnAnCEOur CLINICAL gOvErNANCE PLAN ENsurEs THAT rOBusT AND susTAINABLE sYsTEMs ArE IN PLACE TO DEMONsTrATE THE QuALITY AND sAfETY Of CLINICAL PrACTICE AT OTWAY HEALTH.

The plan is carried out through a framework based on 4 areas:

Consumer participation1. Clinical Effectiveness2. An effective workforce3. risk Management (which encompasses incident 4. reporting and management)

This framework has been developed in accordance with the victorian Clinical governance policy and outlines strategies to optimise clinical safety and quality.

somE of our strAtEgIEs INcluDE;

PArTNErsHIPs WITH OTHEr CArE PrOvIDErs

Monthly meetings between nursing staff, doctor and •ambulance officers to review our clinical practices.Weekly meetings between Clinical Care and •Community Care staff to discuss how we can improve on our client’s services and care.regular review of our clients prescribed medication •by an external pharmacist.

rEguLAr rEvIEW Of Our CLINICAL PrACTICEs AND COMPETENCE

Clinical staff complete annual Clinical Practice •Competencies and an extensive education program to ensure they are competent and up to date with clinical practiceAll doctors working at Otway Health are appropriately •qualified and credentialedregular review of all our clinical procedures to •ensure they are “best practice” and meet National Accreditation and Aged Care standardsA regular audit schedule of hand hygiene and other •important risk areas

rEguLArLY IDENTIfY AND MANAgE rIsk All clinical incidents are recorded by staff and then •monitored by managersClinical risks and risk trends are identified and •addressed at Clinical Care team meetings, and at a multidisciplinary Clinical Advisory committee monthly

ACCREdITATIon gIvEN THE NuMBEr Of sTANDArDs THAT NEED TO BE COMPLIED WITH, rEguLAr rEvIEWs ArE uNDErTAkEN TO DETErMINE Our LEvEL Of COMPLIANCE WITH THOsE sTANDArDs.

25

scope targetotway Health

result

food services 90.0% 98.0%

Cleaning standards 85.0% 100.0%

Hand Hygiene 70% 73.1%

The next full review covering both Community Care Common standards and NsQHs standards is scheduled for August 2014.

This is an ongoing and important task to ensure that the services we deliver are satisfactory. The process includes an internal review that requires the gathering of evidence to demonstrate how we provide services. An external audit is conducted by independent reviewers who review all the evidence presented. We receive feedback from the reviewers and recommendations from the findings are implemented.

Infection Prevention Australia conducts reviews to evaluate the level of compliance to infection prevention requirements including food services, hand hygiene and cleaning standards. Most recent results were as follows:

QUAlITy IndICAToRS HOW WE COMPArE IN rEsIDENTIAL AgED CArE

The victorian government’s Public sector residential Aged Care Policy has established a set of practical, validated means of monitoring the performance of those organisations delivering residential aged care to allow monitoring of their performance against some core baseline aspects of resident care. This enables us to identify potential areas for improved practices, to implement these improvements and to measure and report their efforts and success. Below is how we fared in the last financial year.

PrEssurE INJurIEsA pressure injury is formed when an area of skin has died from lack of blood flow. At Otway Health, patient’s skin integrity is assessed on admission. An individual care plan is then put in place to prevent pressure injuries. If assessed at high risk of pressure injuries, strategies such as alternating pressure relieving mattresses, booties and

appropriate lifting and manual handling equipment are used to reduce the incidence of a pressure injury occurring.

recently all acute patient rooms and high level residential bedrooms have been fitted with overhead lifting equipment to optimise a resident’s position which helps reduce pressure injuries. All beds in these areas have a high quality pressure relieving mattress on the bed.This year a resident was admitted with a grade 3 pressure sore, this meant a deep wound. With the assistance of experienced, well-educated clinical care staff and a wound care consultant, a wound care plan was developed and regularly evaluated. fortunately that deep wound healed well, and no further issues have developed. All pressure injuries at Otway Health are reported and investigated to reduce severity, reoccurrence and to identify how we can improve our care.

INDIcAtor 1: prEvAlENcE of prEssurE ulcErs

pErIoD Q1 12/13 Q2 12/13 Q3 12/13 Q4 12/13

Pressure ulcers

Otway Health Number

statewide High/Low Mixed rates

Otway Health Number

statewide High/Low Mixed rates

Otway Health Number

statewide High/Low Mixed rates

Otway Health Number

statewide High/Low Mixed rates

stage 1 0 0.26 0 0.31 0 0.38 0 0.26

stage 2 0 0.18 0 0.22 0 0.21 0 0.26

stage 3 0 0.06 1 0.09 0 0.05 0 0.09

stage 4 0 0.03 0 0.01 0 0 0 0

fALLs MONITOrINg AND PrEvENTION

All clients admitted to Otway Health are assessed for falls risk. Once assessed as low, medium or high risk a care plan is put into place which informs staff of equipment they are required to use as well as strategies to reduce the risk of falls. This can include ensuring well-fitting footwear through to education on mobility aids or bed mechanics. for a high risk, ill patient, a bed may be positioned very low to the floor, with fall mats next to each side of the bed and alarm mats which alert staff when the patient puts any weight on the mat.

A referral to an Occupational Therapist and Physiotherapist

is always made on the admission of new residents and any patient with risk of falls. The introduction of further strategies and programs is implemented to reduce falls for that patient, with regularly reviews. When a patient falls, the incident is reported and investigated. Trends of falls of an individual and throughout the Clinical Care unit are discussed at the ward level in monthly meetings, and at our multidisciplinary Clinical Advisory Committee which also meets monthly. We try to cater for individual patient’s needs, and recently purchased a concave mattress in response to a resident who rolls onto the floor from her bed. A barometric bed and chair have been purchased to accommodate large patients, and reduce their falls risk.

INDIcAtor 2: prEvAlENcE of fAlls AND fAll-rElAtED frActurEs

pErIoD Q1 12/13 Q2 12/13 Q3 12/13 Q4 12/13

falls / fractures

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

falls 4.42 6.76 9.46 6.85 7.08 7.26 5.94 6.47

fall-related fractures

0 0.1 0 0.1 0 0.29 0 0.15

26

rEsTrAINT

INDIcAtor 3: INcIDENcE of pHysIcAl rEstrAINtTable 3b – statewide restraint rates (per 1000 occupied bed days)

pErIoD Q1 12/13 Q2 12/13 Q3 12/13 Q4 12/13

Intent to restrain / Physical restraint Device

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

Intent to restrain

0 0.61 0 0.58 0.59 0.59 0.66 0.48

Physical restraint Device

0 1.22 0 1.12 0 0.61 0 0.97

The only types of “restraint” Otway Health use are those that are deemed necessary for the residents own safety. An example of this is using a concave mattress to prevent a resident from rolling out of bed. A restraint assessment is completed and family and the doctor sign to agree to the use of any practices that could be deemed as restraint.

fALLs MONITOrINg AND PrEvENTION

All clients admitted to Otway Health are assessed for falls risk. Once assessed as low, medium or high risk a care plan is put into place which informs staff of equipment they are required to use as well as strategies to reduce the risk of falls. This can include ensuring well-fitting footwear through to education on mobility aids or bed mechanics. for a high risk, ill patient, a bed may be positioned very low to the floor, with fall mats next to each side of the bed and alarm mats which alert staff when the patient puts any weight on the mat.

A referral to an Occupational Therapist and Physiotherapist

is always made on the admission of new residents and any patient with risk of falls. The introduction of further strategies and programs is implemented to reduce falls for that patient, with regularly reviews. When a patient falls, the incident is reported and investigated. Trends of falls of an individual and throughout the Clinical Care unit are discussed at the ward level in monthly meetings, and at our multidisciplinary Clinical Advisory Committee which also meets monthly. We try to cater for individual patient’s needs, and recently purchased a concave mattress in response to a resident who rolls onto the floor from her bed. A barometric bed and chair have been purchased to accommodate large patients, and reduce their falls risk.

INDIcAtor 2: prEvAlENcE of fAlls AND fAll-rElAtED frActurEs

pErIoD Q1 12/13 Q2 12/13 Q3 12/13 Q4 12/13

falls / fractures

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

falls 4.42 6.76 9.46 6.85 7.08 7.26 5.94 6.47

fall-related fractures

0 0.1 0 0.1 0 0.29 0 0.15

27

rEsTrAINT

INDIcAtor 3: INcIDENcE of pHysIcAl rEstrAINtTable 3b – statewide restraint rates (per 1000 occupied bed days)

pErIoD Q1 12/13 Q2 12/13 Q3 12/13 Q4 12/13

Intent to restrain / Physical restraint Device

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

Intent to restrain

0 0.61 0 0.58 0.59 0.59 0.66 0.48

Physical restraint Device

0 1.22 0 1.12 0 0.61 0 0.97

The only types of “restraint” Otway Health use are those that are deemed necessary for the residents own safety. An example of this is using a concave mattress to prevent a resident from rolling out of bed. A restraint assessment is completed and family and the doctor sign to agree to the use of any practices that could be deemed as restraint.

MEDICATION sAfETY

At Otway Health we encourage staff to report all medication incidents on our incident reporting system. Medication incidents are discussed and prevention of reoccurrence addressed at our Clinical Care staff meetings, Clinical Advisory Committee meetings, and Medication Advisory Committee meetings. We also have

a schedule of audits to ensure medications are stored and given appropriately. We have an independent pharmacist that visits Otway Health every 3 months who audits our medication safety program as well as dispenses advice on medication usage.

INDIcAtor 4: INcIDENcE of rEsIDENts prEscrIBED NINE or morE mEDIcINEs Table 4b rates of residents Prescribed Nine or More Medicines (per 1000 occupied bed days)

rate of residents prescribed Nine or more medications

Q1 12/13 Q2 12/13 Q3 12/13 Q4 12/13

Your rates 1.66 4.21 1.77 1.98

statewide High/Low Mixed rates 3.69 3.61 3.55 2.79

Our doctor and staff are vigilant about monitoring the amount of medication our aged care residents are taking. We have a visiting consultant who works alongside our doctor and pharmacist to ensure that appropriate medication only is prescribed.

rEsIstANcE FigHTErSOtway Health is an active participant in the sWABs program which focuses on ensuring antibiotics are used appropriately.

Otway Health recognises the importance of appropriate antibiotic use in preventing antibiotic resistance.

We recognise that hand hygiene is a very important aspect of reducing transmission of infection. recently we taught our young fortnightly visitors from school how to use our hand sanitizer and have educated them on the benefits of reducing “passing on nasty bugs” to themselves and our residents.

Otway Health’s infection control quality system is managed in partnership with Infection Control Australia whose staff are on the end of the phone for advice, and who visit us monthly to conduct staff education and infection control audits.

Otway Health focuses on getting the basics right every time to prevent infections. It is well recognised that a clean hospital has less bacteria present, every year all victorian Hospitals have their cleaning standard audited. In 2013 Otway Health achieved a score of 100%.

PrEvENTINg AND CONTrOLLINg INfECTIONs

WEIgHT LOss

INDIcAtor 5: INcIDENcE of uNplANNED WEIgHt lossTable 5b – statewide rates of residents with unplanned Weight Loss (per 1000 occupied bed days)

pErIoD Q1 12/13 Q2 12/13 Q3 12/13 Q4 12/13

rateOtway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

Otway Health rate

statewide High/Low Mixed rates

residents with Weight Loss >3kg

0 0.87 3.15 0.87 1.18 1.06 0 0.65

residents with Weight Loss Each Month

0.55 0.8 0.21 0.87 2.36 0.73 1.98 0.48

When residents are losing weight unintentionally we review their nutritional assessment. Weight loss often occurs at end of life stage but if this not the case, increasing the caloric value of foods and sometimes providing supplements is indicated. Other issues such as ill-fitting dentures or swallowing problems are also assessed and a referral to a speech pathologist or dietician is instigated when appropriate.

28

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