Portland District Health Annual Report 2005 - South West Alliance of ...

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Complaints and ComplimentsBecause your care is our prime concern we want toknow if you are not satisfied with services or treatmentprovided. (We also like to hear when we do thingswell.)We view each complaint as a window of opportunityfor us to learn of the improvements that need to bemade with our services.During 2004-2005 we received 1354 complimentsand 74 complaints.From these complaints the following areas werereviewed:• Notification to parents when children arrive inrecovery to reduce unnecessary delays• Admission process for patients in an agitated stateto avoid escalation of agitation• Removal of urethral catheters to reduce risk oftrauma to the patient• Recording custody of patients’ medications toavoid delay at discharge• Improving the quality of the reception bell at theA&E waiting room to ensure staff are alerted toall presentations• The process for checking accuracy of mergedrecords when patients attend at admissions• Prioritizing needs to minimize disturbance tosleeping patients.Follow Up Telephone callsAnother source of useful feedback is derived from thefollow up telephone calls.After discharge efforts are made to contact patientsto check that all is well, that information has beenadequate and that arranged services have beencommenced.In 2004-05, 60% of our inpatients were contacted inthis way and their feedback sought. This is down onthe previous year (74%) however this is attributable tothe fact that we have now commenced follow up phonecalls to people who have presented to the Accident &Emergency Department to gather feedback on howwe are performing in this area.In addition to the numerous compliments receivedwe found that opportunities for improvement fellinto main areas these being:• Communication• Information about care• Pain management• Privacy & rights• Treatment• Waiting TimesThis information is reviewed with staff both medicaland nursing with a view to improving our service.Infection ControlInfection control is aimed at minimising thetransmission of infections and promoting healthyoutcomes. It is an essential part of quality healthcare.Portland District Health has an Infection ControlPlan to ensure that infection control strategies are inplace.There are 5 key areas that the Infection Controlcommittee has prioritised.• Leadership• Monitoring of Infection control• The Environment• Prevention of Adverse events• Protecting Health Care Workers and Visitors1. LeadershipActivities include:• Regular review and updating of policies andprocedures against best practice• Development of Influenza Pandemic ContingencyPlan in conjunction with DHS guidelines, whichwill see us well prepared should the situationarise• Development of appropriate Code Brown– External Disaster response to outbreakmanagement and isolation precautions2. Monitoring of Infection ControlThe infection control committee monitors this processand works with the Infection Control coordinator tomanage actions required to achieve best practice.Areas of specific monitoring include• Prevention of adverse events• Surveillance of hospital acquired infection• Tracking equipment that has been sterilised tothe patient• Monitoring of antibiotic usage and ensuring thatit is appropriate to the organism.• Monitoring of surgical infections.• Food safety auditsAnother area of monitoring undertaken on a subregional basis is that of compliance against the acceptedstandard AS/NZ 4187. PDH performs extremely wellagainst its peers in the Barwon South Western regionas can been seen by Fig. 5.16
120%100%Agency Compliance - AS41874. Prevention of Adverse EventsThere is a system in place for monitoring and reportingthe functioning of all equipment used for cleaningand sterilising equipment used for patient care. Staffreceive education relating to the management of thisequipment and the cleaning processes required.80%60%40%20%0%Agency 1Agency 2Agency 3Agency 4Agency 5Agency 6Fig. 5PORTLANDAgency 83. The EnvironmentInternal & external cleaning audits are undertakento review the cleanliness of the organisation, they arealso reported to Department of Human Services forcomparison. Portland District Health has performedexceptionally well under these audits and continues tomaintain an excellent standard.For 2004-05 Portland District Health scored 97% inthe external audits undertaken.This result coincides with the feedback received frompatients via telephone surveys and comment cards.For example in the latest patient satisfaction surveyresults our patients reported 100% satisfaction withcleanliness.Portland District Health continues to contribute tothe Hospital Acquired Infection Surveillance System(VICNISS) -, which is benchmarked across the state.Indicators gathered relate to surgical site infection,hospital wide infection and vaccination rates. Onceagain Portland District Health consistently receivesfavourable results.Infection Control Officer, Ros Jones providing an immunisation injectionto staff member Lynne West.5. Protecting Health Care Workers and VisitorsA priority is the protection of staff, patients and visitorsagainst infections. Staff immunisation of Hepatitis B,Mumps, Measles and Rubella, and Mantoux screeninghave been offered and the uptake continues at a steadyrate. A new “mobile” delivery mode of the InfluenzaVaccination this year has proved very successful witha marked increase in the total number of recipients(Fig. 6).250200150100500Flu Vax Participants2001 2002 2003 2004 2005Fig. 6The implementation of Compulsory Education daysfor all staff has markedly improved the awareness ofinfection control systems and provided staff with theopportunity to address any infection control, staffhealth or other issues as they arise.The Infection Control Coordinator has deliverededucation on infection control issues to various groupswith in the community, which were well attended andwell received.Assessment of Risks - Pre admissionThe majority of patients undergoing surgicalprocedures in theatre are assessed prior to admissionfor risks that may present as a result of an anaestheticor associated with their condition or the procedure.A visit to the Pre admission clinic is an important partof patient care, as information is gained on any specialneeds, education, medication services or treatmentthat may be required during the hospital stay orplanning for your discharge.17
Page 1 and 2: Portland District HealthAnnual & Qu
Page 3: PORTLAND DISTRICT HEALTH2nd Annual
Page 6 and 7: DIRECTOR OFMEDICAL SERVICESAudiolog
Page 8 and 9: President & Chief Executive Officer
Page 10 and 11: Primary Care ServicesOur primary ca
Page 12 and 13: Services provided in 2004/05During
Page 14 and 15: findings in other organisations, de
Page 16 and 17: Patient Education - MedicationsInvo
Page 20 and 21: During the hospital stay there is a
Page 22 and 23: usy year. 364 client’s accessed s
Page 24 and 25: The increased demands for documenta
Page 26 and 27: Medical Services DivisionKey Points
Page 28 and 29: Primary and Community Health Servic
Page 30 and 31: Shire, Windamara, Dhauwurd-WurrungA
Page 32 and 33: Performance2005 has seen the birth
Page 34 and 35: activity was held at the Portland K
Page 36 and 37: We would like to thank the Engineer
Page 38 and 39: information that will help us to en
Page 40 and 41: Sea View House ~ A Resident’s Vie
Page 42 and 43: Comparative Statistics for the Past
Page 44 and 45: Comparative Financial Analysis2003/
Page 46 and 47: Officers and Office BearersNursing
Page 48 and 49: Donors & SponsorsDonors $ $Dipalo,
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Page 52 and 53: Portland District HealthAccountable
Page 54 and 55: Portland District HealthStatement o
Page 56 and 57: Portland District HealthNotes to an
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Portland District HealthNotes to an
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