YDHS Client Information Booklet (396kb pdf) - GHA Central
YDHS Client Information Booklet (396kb pdf) - GHA Central
YDHS Client Information Booklet (396kb pdf) - GHA Central
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A Guide for <strong>Client</strong>s of Yarram & District Health Service<br />
W<br />
elcome to Yarram & District Health Service. This<br />
practical Guide will provide general information about our<br />
services and important information for you as a patient or client<br />
of <strong>YDHS</strong>. If you have any enquiries about your care or service<br />
provision, please do not hesitate to contact us.<br />
In person<br />
Main Campus<br />
for enquiries about inpatients,<br />
residents, emergency care,<br />
community services and all<br />
general enquiries<br />
Baker’s<br />
for welfare, counselling and family<br />
services<br />
Edgar House<br />
℡ telephone 5182 0222<br />
mail<br />
85-91 Commercial Road<br />
Yarram<br />
121 Commercial Road Yarram<br />
20 Nicol Street Yarram<br />
facsimile 03 5182 6081<br />
email<br />
visit us on the Web<br />
PO Box 61 Yarram Vic 3971<br />
yarram.health@ydhs.com.au<br />
www.yarramhealth.org.au<br />
Radiology (Xray) is located at the main campus – 85-91 Commercial<br />
Road<br />
Pathology is located at Baker’s – 121 Commercial Road<br />
1
Organisational Objectives<br />
Mission Statement<br />
Yarram & District Health Service seeks to maintain and enhance<br />
the health of the community through the provision of quality care<br />
that is effective, efficient, equitable and consumer focused.<br />
Vision<br />
The vision for Yarram & District Health Service is to be an<br />
effective, community based service.<br />
Core Values<br />
The Yarram & District Health Service regards caring, integrity,<br />
quality, professionalism and cost effectiveness as being its core<br />
values.<br />
Objectives<br />
• To provide health care services capable of delivering a<br />
continuum of care to our community.<br />
• To continually improve quality service delivery.<br />
• To provide services that promote health improvement and<br />
prevention of illness.<br />
• To respond to the health care needs of the community<br />
through the ongoing process of consultation and planning.<br />
• To communicate all services to our community.<br />
2
Contents<br />
Page<br />
Organisational Objectives 2<br />
About Yarram & District Health Service 4<br />
Services 6<br />
Site Map 14-15<br />
Rights and responsibilities 17<br />
Consent 20<br />
Advocacy 21<br />
Comments, Compliments and Complaints 23<br />
Protection and use of your health information 25<br />
How can you be involved at <strong>YDHS</strong>? 28<br />
Do you need an interpreter?<br />
We can assist clients who do not speak English as their first<br />
language. Please let us know if you require this support.<br />
Italian – Avete bisogno di un interpretatore?<br />
Greek – Χρειάζεστε έναν διερµηνέα?<br />
Dutch – Wenst u een Tolk?<br />
German – Benötigen Sie einen Interpret?<br />
French – Avez-vous besoin d'un interprète?<br />
Russian – Вы переводчик?<br />
3
About Yarram & District Health<br />
Service<br />
Yarram & District Health Service (<strong>YDHS</strong>) comprises a 20 bed<br />
public hospital, a 30 bed residential care facility–St. Elmo’s<br />
Nursing Home–and provides an extensive range of community<br />
based services.<br />
Yarram & District Hospital was inaugurated in 1912 and admitted<br />
its first patient in January 1917. In 1993, the hospital name was<br />
changed to the Yarram & District Health Service to reflect its<br />
evolution into an integrated health service, catering for the needs<br />
of the wider community.<br />
<strong>YDHS</strong> underwent a significant redevelopment resulting in an<br />
increase in bed numbers in St. Elmo’s from 10 to 30 and the<br />
expansion and modernisation of the acute/hospital area including<br />
Casualty. Construction commenced in 2002 and the<br />
redevelopment officially opened in April 2004.<br />
<strong>YDHS</strong> provides 24 hour emergency care to the community<br />
through our Casualty department. <strong>YDHS</strong> Casualty is an<br />
unfunded service, which means that there is no direct funding<br />
from the Government to provide this service and the costs are<br />
therefore borne by <strong>YDHS</strong> and the client. The Casualty<br />
Department is serviced by private General Practitioners and<br />
<strong>YDHS</strong> nurses. <strong>Client</strong>s attended to by a doctor in Casualty will<br />
receive an account from the doctor and the visit usually billed as<br />
an Out of Hours/emergency consultation.<br />
4
Our experienced and dedicated staff are committed to providing<br />
the highest possible standard of care and service to our clients<br />
and will work in partnership with you to help you achieve the best<br />
possible outcome from your stay with us or through the service<br />
you receive.<br />
<strong>YDHS</strong> is continually looking for ways to improve the services we<br />
provide and seeks feedback from our consumers through<br />
community surveys and client satisfaction surveys, consumer<br />
participation in programs, groups and meetings; and our<br />
compliments and complaints system.<br />
<strong>YDHS</strong> conducts random telephone or written surveys of patients<br />
following discharge from hospital and of clients receiving<br />
community services. If you receive a phone call or a survey in the<br />
mail we welcome your valuable feedback which will help us<br />
continue to improve the services we provide.<br />
Please note: information contained in this Guide correct at the time of printing.<br />
5
Services<br />
For information about access to and eligibility for these<br />
services please contact us on ℡ 5182 0222.<br />
ACUTE SERVICES<br />
Hospital<br />
17 hospital beds providing, for example, medical conditions, post surgery<br />
convalescence, antibiotic treatment.<br />
Dialysis<br />
3 dialysis chairs providing treatment for local and holiday clients with end stage renal<br />
failure.<br />
Emergency<br />
24 hour emergency department providing care for the client with, for example, chest<br />
pain, lacerations, snake bite etc.<br />
Rehabilitation<br />
Inpatient rehabilitation provides physiotherapy and allied health care for clients<br />
following surgery.<br />
Respite<br />
Provides an episode of relief to carers from their caring role.<br />
RESIDENTIAL AGED CARE SERVICES<br />
Nursing Home<br />
30 nursing home beds providing long term care for clients unable to manage at<br />
home.<br />
Respite<br />
Provides an episode of relief to carers particularly for those caring for persons<br />
suffering short term memory loss or dementia.<br />
6
SUPPORT SERVICES<br />
Community Mental Health Service<br />
An outreach clinical mental health service of Latrobe Regional Hospital providing<br />
support to those with a mental illness.<br />
Pathology<br />
Gippsland Pathology Service located in Yarram-available Monday to Friday.<br />
Radiology (X Ray)<br />
Radiology service provided by <strong>Central</strong> Gippsland Health Service visits <strong>YDHS</strong> five<br />
half days per week for Xrays and ultrasound.<br />
ALLIED HEALTH SERVICES<br />
Dietetics<br />
Dietetics is a service provided by a qualified Dietitian and includes advice and<br />
consultation on dietary and nutritional needs for individuals experiencing<br />
conditions such as high cholesterol, diabetes, excess weight and bowel<br />
complaints.<br />
Occupational Therapy (OT)<br />
The OT service assists clients to maintain their independence, for example, those<br />
who require modifications, equipment or retraining to remain safe and independent<br />
in their own home, clients who have a hand injury or require rehabilitation to<br />
increase the use of the upper limbs and children with developmental delay or fine<br />
motor difficulties.<br />
Physiotherapy<br />
The qualified physiotherapists at <strong>YDHS</strong> assist people to develop, maintain and<br />
restore movement and functional ability of the body. Physiotherapy staff can:<br />
• treat spinal and joint problems and patients who have had accidents and<br />
sports injuries<br />
• teach people about back care<br />
• help after hip, knee and other joint replacements<br />
• provide advice on coping with arthritis and osteoporosis and how to maintain<br />
mobility and independence<br />
• provide rehabilitation after falls<br />
• treat patients following a stroke<br />
• assist with management of neurological conditions such as multiple sclerosis,<br />
Parkinson’s disease<br />
• assist with the treatment and management of respiratory conditions<br />
7
ALLIED HEALTH SERVICES (CONT.)<br />
Podiatry<br />
Deals with assessment, diagnosis and treatment of foot and lower limb disorders.<br />
It includes removal of corns, calluses and ingrown toenails, addressing heel, arch<br />
and forefoot pain, knee and lower leg problems, diabetic and arthritic related<br />
problems and providing footwear advice. Podiatry services are provided by<br />
qualified podiatrists from the Gippsland Foot Clinic.<br />
Speech Pathology<br />
A Speech Pathologist is trained to:<br />
• assess and treat people who have a communication disability<br />
• work with people who have difficulties with eating and drinking (swallowing)<br />
• advocate strongly for appropriate care and services for people with<br />
communication disabilities.<br />
8
COMMUNITY SERVICES<br />
Accommodation Assistance<br />
<strong>YDHS</strong> provides housing assistance to those people in a crisis as a result of<br />
homelessness or impending homelessness. Our aim is to assist individuals and<br />
families to maintain appropriate, secure and sustainable housing by providing<br />
temporary accommodation, information on housing issues and support where<br />
required.<br />
Adult Day Activity Support Service<br />
This Service provides recreational and social activities for those who like company<br />
and a chat and have difficulty in participating in other community activities.<br />
Continence Advisory Service<br />
The Service provides a specialised monthly visiting service for people who are<br />
experiencing bladder or bowel problems.<br />
Community Nursing<br />
Community Nursing is a home based service for clients and their families in the<br />
Yarram and district community. It is provided by trained registered nurses and is<br />
available 7 days a week. Some examples of the ‘in home’ services provided by<br />
the community nurses include:<br />
• wound management<br />
• providing hygiene maintenance and personal care for frail elderly people<br />
• providing post-operative care<br />
• 24hr palliative care for terminally ill clients and support for their family<br />
• monitoring and maintenance of people with an unstable chronic illness or<br />
disease<br />
Counselling<br />
<strong>YDHS</strong> Community Counsellors provide counselling, practical assistance, advocacy<br />
and social support to clients within the community. <strong>Client</strong>s experiencing grief,<br />
depression, marital breakdown, difficulties in managing the behaviour of their<br />
children or conflict with family members are welcome to make a confidential<br />
appointment.<br />
Diabetes Education<br />
Diabetes Education is a planned process that aims to help people gain the ability<br />
to live with Diabetes and be as healthy as possible. The Diabetes Educator is a<br />
specially trained nurse who has experience, qualifications and advanced<br />
knowledge in the care of people with Diabetes and those at risk of Diabetes.<br />
9
COMMUNITY SERVICES (cont.)<br />
Family Services<br />
The <strong>YDHS</strong> family support worker provides holistic support to families with<br />
children of any age. Support can include:<br />
• Assessment and seeking additional services for children with disabilities<br />
• <strong>Information</strong>, advice and counselling on parenting, child development, family<br />
violence, loss and grief issues<br />
• Advocating on behalf of families within child protection, disability and medical<br />
systems<br />
• Support with issues of social isolation<br />
• Group lunches for families to get together throughout the year<br />
Friendly Visiting Service<br />
<strong>YDHS</strong> can assist frail aged persons in the community who may be at risk of<br />
social isolation due to their limited ability to leave their homes. The Friendly<br />
Visiting Service is designed to assist clients to maintain their well-being and to<br />
live independently. Volunteers, who are matched with clients, will visit the client<br />
on a regular basis.<br />
Health Promotion & Education<br />
The Health Promotion Officer works with various groups with the aim to promote<br />
positive wellbeing and reduce preventable illness in individuals and the<br />
community.<br />
Home Care<br />
Home care includes services such as:<br />
• general household cleaning, vacuuming, cleaning bathrooms<br />
• shopping and collecting prescriptions<br />
• Washing and ironing<br />
• defrosting refrigerators<br />
• driving people to appointments (client must have own insured car)<br />
Services are provided on weekdays only and on the basis of the need to ensure<br />
the health and safety of the consumer.<br />
In Home Respite<br />
A trained in home respite worker can provide carers with a break from their<br />
caring role, or assist the client to have outings with or without their usual carers.<br />
The service is available after hours and on weekends<br />
10
COMMUNITY SERVICES (cont.)<br />
Lung Clinic<br />
The Lung Clinic has been designed to meet the needs of the increasing number of<br />
people in our community with respiratory symptoms such as shortness of breath,<br />
frequent respiratory infections, wheezing and chronic cough. At the Lung Clinic,<br />
clients receive a review of their respiratory health while discussing their symptoms,<br />
medications and inhaler technique with the different health professionals. Advice<br />
is also provided on how the clients should manage their respiratory health,<br />
including information on relevant exercise programs and follow up activities to<br />
assist them in improving their respiratory health.<br />
Maternal & Child Health<br />
This Service is a universal service for families with children from birth to school<br />
age. The Service provides monitoring of babies’ growth and development, advice<br />
regarding health, safety and parenting issues, maternal wellbeing and family<br />
functioning.<br />
Maternity Support<br />
The <strong>YDHS</strong> Maternity Support Service offers antenatal and postnatal support to<br />
families of Yarram and district. Home visits are provided by the Maternity Support<br />
Worker when required and one-day Antenatal Workshops are also held during the<br />
year. Services available regardless of where families choose to birth.<br />
Meals on Wheels<br />
The delivered Meals on Wheels service provides a daily nutritious two course hot<br />
meal plus orange juice to clients in the Yarram township and frozen meals to those<br />
in surrounding areas. A daily menu offers two choices of main course and up to<br />
seven meals per week are available on assessment. Individual dietary preferences<br />
and special diets are part of the service.<br />
Personal Alert Service<br />
MEPACS/Personal Alert Victoria is a 24 hr personal alarm service which involves<br />
clients wearing a pendant allowing them to summon help without having to get to<br />
the phone.<br />
Personal Care<br />
Personal care includes those services which people normally do for themselves<br />
such as: showering, dressing, cooking and grooming but because of disability or<br />
frailty require assistance from a trained personal carer.<br />
11
COMMUNITY SERVICES (cont.)<br />
Psychiatric Disability Rehabilitation Support Service<br />
The PDRSS offers people with a psychiatric disability assistance in learning the<br />
activities of daily living, developing social skills and helping people to access<br />
community services. It is a flexible seven day a week home based support<br />
service for registered clients. In addition, a drop in centre is open on weekends<br />
for people with a psychiatric disability and their carers.<br />
Psychology<br />
A psychologist is an expert in human behaviour. Most psychologists help<br />
mentally healthy people to find ways of functioning better. For example they<br />
assist people to better manage stress, depression and family problems and may<br />
work with a variety of therapies to do this.<br />
Property Maintenance<br />
Property Maintenance includes minor works such as the fitting of rails and ramps,<br />
smoke alarms and minor household repairs.<br />
Cyclical Maintenance includes those chores done on an infrequent basis such as<br />
‘spring cleaning chores,’ cleaning cupboards, stoves, etc.<br />
Services are provided on weekdays only and on the basis of the need to ensure<br />
the health and safety of the client.<br />
QUIT<br />
The Quit Fresh Start Program aims to give people who smoke the knowledge<br />
and skills to quit smoking successfully. If a client is ready to quit smoking or<br />
would like to learn some strategies to assist them to quit in the future, then they<br />
should sign up for the Quit Fresh Start Program. Participants attend the Program<br />
twice a week over a four week period.<br />
Self Help & Support Groups<br />
<strong>YDHS</strong> runs the Arthritis, Cancer, Carers, and Diabetes Support Groups. These<br />
groups provide social, practical and emotional support to those suffering or<br />
caring for someone who has these illnesses.<br />
The CARDS Support Group is designed for clients with a chronic medical<br />
condition, such as a cardiac or respiratory condition or stroke, who would like<br />
support and advice on how to manage their health and get the most out of life.<br />
12
COMMUNITY SERVICES (cont.)<br />
Shopping Bus<br />
The Shopping Program provides community transport to enable access to Yarram<br />
shops and businesses by people who are unable to drive due to frailty or disability<br />
and do not have other means of being transported.<br />
The service utilises the <strong>YDHS</strong> mini-bus and volunteer drivers. All requests to join<br />
the shopping program are screened for eligibility by the HACC Coordinator who<br />
will also negotiate pick-up point and time with the client.<br />
Social Work<br />
The Social Worker can provide information, counselling and other support to: elderly<br />
persons or people living with a disability who are struggling to manage their own care<br />
adequately and safely at home; people adjusting to a new diagnosis or exacerbation of<br />
medical illness, disability or response to a traumatic event; people struggling to cope<br />
with grief and loss; carers experiencing burden and stress. The Social Worker can also<br />
advocate for people experiencing financial stress especially when this is associated<br />
with an illness and disability. The Social Worker can assist with Advanced Care<br />
Planning and making Enduring Powers of Attorney or with advice in situations where an<br />
application to VCAT needs to be made for Administration or Guardianship.<br />
Toy Library<br />
The Yarram Toy Library is a volunteer community program supported by and<br />
located within <strong>YDHS</strong> and is open to parents and carers of children up to six years<br />
of age. For a moderate annual fee members have access to an extensive range of<br />
toys.<br />
Walk and Talk<br />
The Walk and Talk Program provides an opportunity for people within the<br />
community to improve their fitness, meet with others on a weekly basis and enjoy<br />
a walk around Yarram. The group caters for all ages and fitness levels.<br />
Welfare Assistance<br />
Staff at the Baker’s Community Service Centre distributes emergency relief to<br />
people in crisis, to assist them to meet needs such as food, power bills and rent<br />
arrears. Staff supports people to deal with their immediate crisis situation in a way<br />
that maintains their dignity and encourages self reliance.<br />
Well Women’s Clinic<br />
The Well Women’s Clinic offers local women pap smears, menopause advice,<br />
family planning and counselling and a full health screening with a female nurse<br />
practitioner.<br />
13
COMMUNITY SERVICES (cont.)<br />
Youth Work<br />
The <strong>YDHS</strong> Youth Worker ensures young people have access to direct support<br />
services and also promotes strategies for the prevention of disadvantage among<br />
young people and their families. The <strong>YDHS</strong> Youth Worker liaises closely with<br />
schools and local government to improve access to skills and educational<br />
opportunities for disadvantaged young people.<br />
Visiting Services<br />
A range of other visiting services are also provided from the Baker’s<br />
Community Service centre on a limited basis, including:<br />
• Well Women’s clinics, every 6 weeks<br />
• Diabetes Education, once per week<br />
• Self Help and Support Groups, once per month<br />
• Drug & Alcohol Service, once per week<br />
• Continence Advice, once per month<br />
• Community Corrections and Juvenile Justice Advice, on an as needed basis<br />
• Vic Roads Registrations and licenses, once per month<br />
• Consumer Affairs Victoria, once per fortnight<br />
For information about access to and eligibility for these<br />
services please contact us on ℡ 5182 0222.<br />
Please note that fees will apply to some services.<br />
15
Rights and responsibilities<br />
The relationship between <strong>YDHS</strong> and its clients is very important<br />
and the rights and responsibilities of clients and <strong>YDHS</strong> provides<br />
a basis for the formation of this relationship.<br />
<strong>Client</strong> rights and responsibilities<br />
As a client of <strong>YDHS</strong> you have a right to:<br />
• Expect professional, prompt and courteous attention from<br />
staff.<br />
• Participate in decisions about your care.<br />
• Request access to, and receive copies of your health records<br />
through the Freedom of <strong>Information</strong> process.<br />
• Request information, in a language that you understand, and<br />
which will assist in improving your knowledge of the service or<br />
treatment you receive.<br />
• Ask any questions about the services provided by <strong>YDHS</strong>.<br />
• Ask a friend, family member or other person (an advocate) to<br />
support you in discussions concerning services provided by<br />
<strong>YDHS</strong>.<br />
• Withdraw consent for treatment, service or release of<br />
personal information at any time.<br />
• Refuse or discontinue any service or treatment you receive<br />
from <strong>YDHS</strong> without prejudicing future access to service or<br />
treatment.<br />
• Request that information provided to <strong>YDHS</strong> about you<br />
remains private and confidential unless you agree to a<br />
transfer of information to others involved with your care.<br />
Pursue any complaint about the service/s you receive without<br />
fear of retribution.<br />
16
As a client of <strong>YDHS</strong> you have a responsibility to:<br />
• Treat people at <strong>YDHS</strong> with courtesy and respect. <strong>YDHS</strong> does<br />
not tolerate harm, abuse or threats to its workers and any<br />
such incident may result in the withdrawal of service.<br />
• Carry out whatever is agreed to in terms of the arrangement<br />
between you and the service or treatment you will receive.<br />
• Acknowledge responsibility for the consequences of your<br />
decision to accept or reject advice concerning a particular<br />
service or treatment which is offered or provided to you.<br />
• Provide accurate information in order that you receive the<br />
best possible care and/or advice that <strong>YDHS</strong> can provide.<br />
• Advise us if you have an infectious disease that could impact<br />
on your care or our staff.<br />
<strong>YDHS</strong> responsibilities<br />
<strong>YDHS</strong> has a responsibility to:<br />
• Provide flexible services that are cost effective and delivered<br />
with care and skill and in a safe manner.<br />
• Provide services that meet legal, ethical, professional and<br />
other standards.<br />
• Ensure staff respects the independence and dignity of people<br />
who use our services.<br />
• Maintain accurate records of the interaction between clients<br />
and staff.<br />
• Respond to social, cultural, spiritual and physical experiences<br />
and needs of clients and carers.<br />
• Inform clients of the details of services to be provided and any<br />
fees that will be charged in a manner that is easy to<br />
understand.<br />
• Assist clients to access services where possible.<br />
17
• Recognise the role of the carer and respond to his/her needs<br />
for information and support.<br />
• Deal with complaints promptly and fairly.<br />
• Keep you safe from hospital acquired infection.<br />
i<br />
For information about other services available in the Yarram<br />
area contact:<br />
Wellington Shire Council<br />
1300 366 244<br />
www.wellington.vic.gov.au<br />
18
Consent<br />
When you are admitted as a client of <strong>YDHS</strong> we must obtain your<br />
consent to receive treatment or services. We may also seek your<br />
consent to share information that you provide to us with another<br />
individual or service provider.<br />
What is consent?<br />
Consent is your voluntary agreement to a proposed action.<br />
Consent can be express or implied. Express consent is provided<br />
explicitly either orally or in writing. Implied consent may be<br />
inferred from the action or inaction of the individual. Implied<br />
consent can be where treatment is provided in an emergency<br />
situation; where a client is unable to make an informed decision<br />
or through participation in a health promotion activity such as a<br />
screening conducted at an external event, eg, the Yarram Show.<br />
How do we obtain your consent?<br />
The health care professional arranging the treatment or service<br />
for you is responsible for providing you with relevant information<br />
and obtaining consent. You will be asked to sign a Consent<br />
Form or a Care Plan. <strong>Client</strong>s have the right to refuse or disagree<br />
with treatment or services.<br />
Under what circumstances might we want to share the<br />
information you have given us with a third party?<br />
We may need to refer you to another individual or service<br />
provider if you need treatment or services that <strong>YDHS</strong> cannot<br />
provide. You may be asked to sign consent to release or share<br />
information forms.<br />
What if you change your mind about the treatment or<br />
service? You can withdraw your consent at any time.<br />
19
Advocacy<br />
<strong>Client</strong>s of <strong>YDHS</strong> are encouraged to have an advocate if they<br />
would like to, or if they feel they need someone to represent<br />
their wishes or act on their behalf. An advocate can be<br />
nominated at any time.<br />
What is an advocate?<br />
An advocate is a person who supports another person to<br />
ensure their rights are upheld and to help them participate in<br />
decisions. An advocate may represent and speak on behalf of<br />
that person or guide the person with advice about what to do in<br />
a given situation.<br />
Who can be an advocate?<br />
Anyone can be an advocate. It could be a friend, family<br />
member, carer, health care professional or other professional.<br />
There are also organisations that offer advocacy and these are<br />
listed on the next page.<br />
Why would you need an advocate?<br />
Under normal circumstances, most people do not need to have<br />
an advocate. However there may be circumstances when you<br />
would like to or need to have an advocate to represent your<br />
wishes or act on your behalf. This may be as simple as asking<br />
a relative to be with you when you see a health professional to<br />
assist with communication or it could for example, involve<br />
another person actively seeking services for you on your<br />
behalf. Sometimes it helps to have a friend or family member<br />
with you if you need to make a decision but you are uncertain<br />
about what is happening, such as consenting to medical<br />
treatment. You are free to nominate an advocate at any time.<br />
20
If you are dissatisfied with a service provided by <strong>YDHS</strong> you may<br />
wish to nominate an advocate to assist you in any discussion or<br />
negotiation that occurs between yourself and <strong>YDHS</strong>.<br />
As a client of <strong>YDHS</strong>, there may be circumstances when you feel<br />
you are being pressured by another person to accept or decline<br />
services provided. For example, a family member may not wish<br />
you to receive a service even though receiving the service is in<br />
your best interest. If this type of situation occurs, you can ask<br />
your <strong>YDHS</strong> health professional to assist you in obtaining<br />
advocacy.<br />
Questions about Advocacy?<br />
If you have any questions about advocacy, please feel free to ask<br />
your health care professional to give you more information or<br />
contact the <strong>YDHS</strong> Social Worker on 5182 0222.<br />
Organisations providing Advocacy<br />
For Victorians with a disability –<br />
Office of the Public Advocate<br />
Level 5, 436 Lonsdale Street Melbourne 3000<br />
℡ Telephone 03 9603 9500<br />
All aspects of advocacy –<br />
State Trustees<br />
168 Exhibition Street, Melbourne 3000<br />
℡Telephone 03 9667 6444<br />
21
Comments, Compliments and<br />
Complaints<br />
<strong>YDHS</strong> expects the highest standard of job performance and<br />
conduct from all staff and aims for a high level of client<br />
satisfaction with the services we provide. <strong>Client</strong>s who feel<br />
aggrieved by the care received or a service provided are<br />
encouraged to register their complaint. <strong>YDHS</strong> takes your<br />
concerns seriously and views the process of identification and<br />
resolution of complaints as a way of reviewing and improving our<br />
services.<br />
Complaints can be forwarded to us in writing or you may<br />
complete a Comments, Compliments and Complaints form, or<br />
speak to a member of staff at any time. We welcome your<br />
positive feedback in this manner at any time also.<br />
All clients of <strong>YDHS</strong> have the right to have their complaints<br />
investigated objectively, confidently and without fear of<br />
retribution.<br />
Grievance Procedure<br />
Complaints should be directed to the Coordinator of the<br />
Department. If you are uncertain where to address your<br />
complaint our Administration staff will be happy to assist you.<br />
<strong>Client</strong>s will receive an acknowledgment or response within two<br />
working days of receipt by <strong>YDHS</strong> and will be informed of both the<br />
internal and external processes for the handling of complaints.<br />
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If the issue remains unresolved, or if the Coordinator is unable to<br />
determine the best outcome for both parties, the Executive<br />
Director will be informed. It may be necessary to call all parties<br />
together in an attempt to resolve the issue.<br />
After a period of five working days, the client will be contacted to<br />
determine if the complaint has been satisfactorily resolved, or<br />
alternatively if the client believes the best outcome was achieved.<br />
This survey will also determine if the client was satisfied with the<br />
manner in which their complaint was handled.<br />
If you are unable to resolve a complaint with <strong>YDHS</strong> you can<br />
contact<br />
Health Services Commissioner<br />
℡ Telephone 03 8601 5200 or<br />
℡ Toll Free 1800 136 066<br />
For Nursing Home Residents, assistance may be obtained<br />
from<br />
Residential Care Rights<br />
Suite 4B 4 th Floor<br />
343 Little Collins Street Melbourne 3000<br />
℡ Telephone 03 9602 3066 or<br />
℡ Toll Free 1800 700 600<br />
The Complaints Unit<br />
Department of Health and Ageing<br />
GPO Box 9848<br />
Melbourne 3001<br />
℡ Toll Free 1800 550 552<br />
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Protection and use of your health<br />
information<br />
<strong>YDHS</strong> is bound by a number of State and Federal laws with<br />
regards to privacy and the use of personal and health<br />
information. This section will provide you with information on<br />
how we protect and use your health information.<br />
Why do we collect your health information?<br />
<strong>Information</strong> about your health is recorded in your health care<br />
record for the purposes of planning your care and treatment.<br />
The health care record contains your name, address, contact<br />
details and other information such as the problem for which you<br />
seek treatment and the treatment advice you were given. This<br />
information is collected and updated by the health professional<br />
every time you seek treatment.<br />
To safeguard your own health we ask that you provide us with<br />
accurate and complete information. Withholding relevant<br />
information may put your health at risk.<br />
What happens to your Health <strong>Information</strong>?<br />
<strong>Information</strong> about your health is recorded in a health care<br />
record, which is securely stored in a designated area.<br />
<strong>Information</strong> is also stored in our computer system. This means<br />
that health information is available electronically to healthcare<br />
professionals at <strong>YDHS</strong> who are involved in your care. In an<br />
emergency situation we will release information to facilitate<br />
your care in accordance with the guidelines of the Health<br />
Services Commissioner.<br />
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Certain personal and health information, once collected, is<br />
required to be kept for periods of time by law and disposed of<br />
after the specified time. <strong>YDHS</strong> abides by the laws required for<br />
the storage and disposal of health and personal information.<br />
Please contact the Privacy Officer at <strong>YDHS</strong> for more information<br />
if required.<br />
When you go home from hospital we will send a discharge<br />
summary to your local doctor if you agree to this. This<br />
summarizes your stay in hospital, your medication and any<br />
special instructions we need your doctor to know about. If you do<br />
not wish this information to be sent to your doctor please let your<br />
nurse know as soon as possible.<br />
We may also share information relevant to your ongoing care<br />
with other health or professional services that are providing you<br />
with support.<br />
In some circumstances, <strong>YDHS</strong> is obligated by law to release<br />
information about you. For example, we report notifiable<br />
diseases to the Department of Human Services (Victoria).<br />
Your health information may also be used at <strong>YDHS</strong> for quality<br />
improvement activities and teaching to help staff review the care<br />
they provide. We remove personal identifying information for<br />
these purposes.<br />
<strong>Information</strong> is only made available for research projects, which<br />
have been approved by an Ethics Committee. Individuals who<br />
carry out research must follow strict guidelines and maintain<br />
confidentiality of the information they access. No personal,<br />
identifiable information, apart from that described in this Guide<br />
will leave this health service without your prior consent.<br />
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How do we protect your Health <strong>Information</strong>?<br />
Everyone working at <strong>YDHS</strong> has a legal duty to keep information<br />
about you confidential. We only pass on information about you if<br />
you authorised us to do so or it is required by law. Wherever we<br />
can, we remove details that identify you. Anyone who receives<br />
information from us is also under a legal duty to keep it<br />
confidential. <strong>YDHS</strong> endeavors to ensure that staff only have<br />
access to the specific information they require to provide your<br />
treatment, in other words staff only have access to information on<br />
a “need to know” basis.<br />
How can you access your Health <strong>Information</strong>?<br />
Under the Freedom of <strong>Information</strong> Act you have, in most<br />
circumstances, the right to access your health care record and<br />
the right to amend it if necessary. Requests to access your<br />
health care record should be made in writing to the Executive<br />
Director.<br />
How can you get more information about privacy?<br />
Additional information can be found at www.health.vic.gov.au/hsc<br />
or www.dhs.vic.gov.au/privacy<br />
If you have any concerns regarding privacy or confidentiality,<br />
please let us know. You can contact the Privacy Officer or<br />
Executive Director.<br />
Based, with permission, on “Protection and use of your Health <strong>Information</strong>” –<br />
West Gippsland HealthCare Group – Jan 2002.<br />
References<br />
“Telling your patients about Health <strong>Information</strong> Privacy” – Department of<br />
Human Services (Victoria)<br />
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How can you be involved at <strong>YDHS</strong>?<br />
Consumer participation is welcome at <strong>YDHS</strong>. There are<br />
numerous ways you can be involved, for example you could–<br />
Nominate for the Board of Management –<br />
nominations are called and the application process advertised<br />
in the Yarram Standard News around June each year.<br />
Complete a <strong>Client</strong> Satisfaction Survey<br />
Discuss ideas and issues with staff<br />
Provide feedback on the annual Quality of Care<br />
Report<br />
Attend the Annual General Meeting<br />
Become a volunteer<br />
Contact our Volunteer Coordinator on 5182 0222 to discover<br />
the many and varied ways you can contribute to programs and<br />
the quality of life of our clients<br />
Participate in some of our programs<br />
Printed: November 2005<br />
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