Quality of Care Report - Ballarat Health Services

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What Happens if youhave a Complaint?Complaints are seen by Ballarat HealthService as an opportunity to improvethe health care we offer our patients.We encourage our consumers to let usknow if there is anything we could dobetter.We acknowledge that we don’t alwaysget it right in the delivery of our service;however, we are committed toaddressing patient concerns andimproving the way we deliver services.Having a complaints system that workswell is another means for you to haveinput into our service.BHS encourages anyone with concernsto raise them with the staff member incharge in the first instance, as concernscan often be addressed immediately, ina sensitive and confidential manner.For those not comfortable talking tostaff, or who are not happy with theway staff handled their complaint, theBHS Consumer Liaison Officer willfollow up the complaint. Eachcomplaint is assessed, investigatedaddressed, resolution attempted andquality improvement opportunitiesidentified.Complaints are managed under theguidelines of the Health ServicesCommissioner (HSC). The HSC criteriaare used to rate complaints andoutcomes in terms of the type of issue,the level of seriousness and the actiontaken in closure.All consumers who attend BHS havethe right to make a complaintinpatients,outpatients, residents’visitors, relatives and carers. Allcomplaints are treated as confidentialand not recorded in the medical file.The Consumer Liaison Officer also has arole in educating and consulting withstaff, helping them manage complexpatient and family interactions.In the past year considerable work hasbeen undertaken to try and improvecommunication with our consumers.The Emergency Department staff have80%70%60%50%40%30%20%10%attended a communication workshopfor frontline staff.We also know that timely resolution ofcomplaints is important to consumersand therefore we endeavor toacknowledge and open communicationlinks within three working days fromreceipt of a written complaint with theaim of early resolution.0%Strongly Disagree Disagree Agree Strongly AgreeStaff from feedback/complaints 18% 9% 9% 64%service were helpfulProcess was easy to follow 64% 36%and understandComplaint was acknowledged 27% 73%in a satisfactory timeStaff listened to what I had 10% 20% 70%to saySatisfaction with how the 45% 55%feedback/complaint was handledSatisfaction with the outcome 18% 36% 46%BHS provides a feedback mechanism so the process we use to facilitate complaint managementcan be evaluated by the consumers that use it. Results achieved are detailed above.“How does the Victorian Public Hospital Charter meet the challenges of thenew Victorian Charter for Human Rights and Responsibilities?”Fifteen senior staff members at BHS and fifteen members of the public were invitedto share in a unique learning and consultation workshop on this question in April thisyear. The forum was an opportunity for consumers and staff to learn from theVictorian Equal Opportunity and Human Rights Commission on the content andimplications of the Human Rights Charter for Ballarat Health and consumers andcommunity members. The Victorian Patient Charter is to be reviewed during 2008,the forum allowed for direct feedback on the review to the Victorian Public PatientCharter partly based on the new entitlements and responsibilities arising from theVictorian Charter for Human rights and responsibilities.13Ballarat Health Services Quality of Care Report 2007-08
Our Staff in theCommunityBallarat Health Services recognisestaff through monthly awardsprogramBallarat Health Services’ StaffRecognition Program was established torecognise and encourage outstandingcontribution or special achievement.It rewards and motivates teams andindividuals who in the course of theirwork put in extra effort. Each month acommittee considers all nominationsand agrees on one staff member orarea for the prestigious award.Dr Maurice EastonA very worthy recipient in 2008was paediatrician Dr MauriceEaston who was described onthe nomination form as “aprofessional role model whoother clinical staff should lookto”, the nomination formcontinued “he has workedextremely long hours, been oncontinuous call with a heavyafter hours load, even whenunwell and has done so alwayswith a smile, a gentle mannerand without complaint.”Kerryn OsborneBallarat Base Hospital nurse KerrynOsborne was driving down NormanStreet, Ballarat when she saw aman collapse on the footpath.Police officers David Hutchinsonand Richie Wynd were at theVictoria Police OSTT headquartersin the former Ballarat SecondaryCollege Midlands campus whenthey also saw the man collapse.Kerryn stopped the car with hertwo children on board, while thepolice officers rushed to RonWalker’s aid. The three heroesperformed CPR on the 80-year-oldafter he suffered a heart attack.Ron stopped breathing three times,only to be revived each time, andwas given only a one per centchance of survival when he arrivedat the BHS Emergency Department.Ron suffered a couple of smallstrokes as well but against all odds,he pulled through and was taken tothe intensive care unit before beingmoved to the cardiac stroke ward,where ironically Kerryn works.Although he has no memory of theincident Ron and his wife Claredescribed the trio as “absolutelywonderful”. “We are very relieved,very thankful and very grateful toall the people who helped saveRon’s life,” Clare said.Matt CambreyMatthew Cambrey is a great nurseand he is also an exceptional artist.Earlier this year, in his own time, hepainted a cartoon mural in one ofthe anaesthetic rooms in theoperating theatre to help calm thenerves of children going intosurgery. Matthew was presentedwith his employee of the monthaward for his outstanding workand contribution to the community.Ballarat Health Services Quality of Care Report 2007-08 14
Page 3: Welcome to the Ballarat HealthServi
Page 6 and 7: BHS theatre nurses Lauren Atkinson
Page 8 and 9: Community AdvisoryCommitteeImprovin
Page 10 and 11: Promoting theBenefits of aMulticult
Page 12 and 13: Your Experience Patient StoryJohn G
Page 16 and 17: Mental Health Clinician Leanne Scot
Page 18 and 19: Victoria provides modern andsophist
Page 20 and 21: Psychiatric ServicesThe Future Work
Page 22 and 23: Waiting for surgeryBallarat Health
Page 24 and 25: Oncology ServicesFour years ago whe
Page 26 and 27: suitability for transplantation, or
Page 28 and 29: “I never expected to make this de
Page 30 and 31: Governance and RiskManagementPuttin
Page 32 and 33: Committed to SafetyBHS is committed
Page 34 and 35: Achievements• The use of alcohol/
Page 36 and 37: Dr Luke Mitchell and Michelle Hamro
Page 38 and 39: “Having to travel to Ballarat for
Page 40 and 41: Our Staff andVolunteersHow can you
Page 42 and 43: Ballarat HealthServices MassCasualt
Page 45 and 46: Tell us what you think….We invite

Quality of Care Report - Ballarat Health Services

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