Quality of Care Report 2017 - Queensland Health · • Fostering meaningful, two way dialogue between the health service and the wider community to increase community ... • Patient

Sunshine Coast Hospital and Health Service

2016-2017

Quality ofCare Report

health.qld.gov.au/sunshinecoast

Sunshine Coast Hospital and Health Service Quality of Care Report 2016-2017

Page 1

ContentsWelcome ........................................................................................................................................ 2

Our vision, purpose and objectives .................................................................................................. 3

Our facilities................................................................................................................................ 4-5

A big year ....................................................................................................................................... 6

Our year in numbers ....................................................................................................................... 7

The very best care ........................................................................................................................... 8

Consumer involvement ................................................................................................................... 9

Patient publications review working group..................................................................................... 10

Your experience ............................................................................................................................ 11

Fabio the Frog .............................................................................................................................. 12

Consumer engagement ................................................................................................................. 13

Independent Patient Rights Advisers ............................................................................................. 14

Aged care assessment .................................................................................................................. 15

Helping close the gap ................................................................................................................... 16

Cultural training ........................................................................................................................... 17

Early pregnancy loss service ......................................................................................................... 18

Maleny’s movement disorder clinic ............................................................................................... 19

Music therapy brightens sick kids’ days ......................................................................................... 20

Accreditation ................................................................................................................................ 21

Caloundra Health Service redevelopment ...................................................................................... 22

Nambour General Hospital: proud history, exciting future ............................................................... 23

Improving care in Gympie ............................................................................................................. 24

Nurse navigators assist with patient journey .................................................................................. 25

Caring for our staff ........................................................................................................................ 26

Keeping staff and patients safe ..................................................................................................... 27

The SCHI’s the limit ...................................................................................................................... 28

Wishlist ........................................................................................................................................ 29

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Eleanor Horton - Chair Consumer Advisory Group

Dr Lorraine Ferguson AM - Board Chair

Welcome

On behalf of Sunshine Coast Hospital and Health Board, the health service Consumer Advisory Group and the dedicated staff of the health service, we are proud to present our 2016-2017 Quality of Care Report.

This report offers you an annual snapshot showcasing the organisation as a high-performing, innovative provider of safe, high-quality care with a clear consumer focus. That is our commitment to the community we serve.

The 2016-2017 year was one of record service levels. There were more than 144,000 presentations to our emergency departments, more than 11,000 elective surgeries were performed, and more than 3000 babies were born—all record figures for the region.

In the past year our formal engagement of consumers in the processes of the hospital and health service has continued to develop. This has occurred across the organisation, but it is most clearly evidenced by the Sunshine Coast University Hospital and health service Consumer Advisory Group. Our commitment to this engagement is genuine, as is our determination to maintain a patient focus on all we do.

We are proud of our organisation’s exceptional staff, who have risen to the challenge of not only providing high-quality patient care to a growing population, but continuing to expand our services to meet this growth.

It is with pride and on behalf of all health service staff that we commend our 2016-2017 report to you, and encourage you to note and share its substantive content that evidences health and wellbeing through exceptional care.

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To deliver better care and experience for individuals, better health outcomes for our population and a better use of resources for healthcare.

Health and wellbeing through exceptional care.

Our purpose

Our vision

Our objectives

Supported by improving capability across our organisation and shared communities of practice.

Gympie

Birtinya

Caloundra

NambourMaroochydore

Noosa

Maleny

HOSPITAL

H

Sunshine Coast University Hospital

Sunshine Coast Health Institute

Maleny Soldiers Memorial Hospital

Caloundra Health Service

Nambour General Hospital

Gympie Hospital

HOSPITAL

H

HOSPITAL

H

H

H

Glenbrook Residential Aged Care Facility

Emergency Department, Surgical and Medical Services, Maternity, Palliative Care, Rehabilitation, Renal Dialysis,Specialist Stroke Unit, and a range of community-based adult and child services.

45 bed purpose built facility, providing aged care in a home-like environment.

Purpose built facility for clinical research, training and teaching,in partnership with University of the Sunshine Coast,TAFE Queensland East Coast, and Griffith University.

Community FacilitiesHealth facilities based in Caloundra, Gympie,Maroochydore, Nambour and Noosa

Palliative Care, Community Services including Oral Health and Child Health,Renal Dialysis, Ophthalmology, and Minor Injury and Illness Clinic.

Services are also provided for Sunshine Coast Hospital and Health Service patientsat Noosa Private Hospital and Sunshine Coast University Private Hospital, in Birtinya.

Emergency Department, Cancer Care including radiation therapy and chemotherapy,Specialised Medical and Surgical Services, Trauma Service, Paediatric Service,Maternity Services, Special Care Nursery, Rehabilitation, Renal Dialysis,Mental Health, Interventional and Diagnostic Clinical Support Services,Specialist Ambulatory Care Services, and Allied Health Services.

Emergency Department, Surgical and Medical Services, Chemotherapy, Renal Dialysis, Mental Health Services,Rehabilitation, Subacute Services, Specialist Ambulatory Care Services,and Community Health Services.

Emergency Department, Medical Services, Palliative Care,Ambulatory Clinics, Essential Diagnostic and Clinical Support Services,Community Based Services.

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Sunshine Coast Hospital and Health Service provides a range of services through our hospitals and a comprehensive range of sub-acute, ambulatory and extended care, community health, mental health and oral health services, and aged care services at the Glenbrook Residential Aged Care Facility.

Gympie

Birtinya

Caloundra

NambourMaroochydore

Noosa

Maleny

HOSPITAL

H

Sunshine Coast University Hospital

Sunshine Coast Health Institute

Maleny Soldiers Memorial Hospital

Caloundra Health Service

Nambour General Hospital

Gympie Hospital

HOSPITAL

H

HOSPITAL

H

H

H

Glenbrook Residential Aged Care Facility

Emergency Department, Surgical and Medical Services, Maternity, Palliative Care, Rehabilitation, Renal Dialysis,Specialist Stroke Unit, and a range of community-based adult and child services.

45 bed purpose built facility, providing aged care in a home-like environment.

Purpose built facility for clinical research, training and teaching,in partnership with University of the Sunshine Coast,TAFE Queensland East Coast, and Griffith University.

Community FacilitiesHealth facilities based in Caloundra, Gympie,Maroochydore, Nambour and Noosa

Palliative Care, Community Services including Oral Health and Child Health,Renal Dialysis, Ophthalmology, and Minor Injury and Illness Clinic.

Services are also provided for Sunshine Coast Hospital and Health Service patientsat Noosa Private Hospital and Sunshine Coast University Private Hospital, in Birtinya.

Emergency Department, Cancer Care including radiation therapy and chemotherapy,Specialised Medical and Surgical Services, Trauma Service, Paediatric Service,Maternity Services, Special Care Nursery, Rehabilitation, Renal Dialysis,Mental Health, Interventional and Diagnostic Clinical Support Services,Specialist Ambulatory Care Services, and Allied Health Services.

Emergency Department, Surgical and Medical Services, Chemotherapy, Renal Dialysis, Mental Health Services,Rehabilitation, Subacute Services, Specialist Ambulatory Care Services,and Community Health Services.

Emergency Department, Medical Services, Palliative Care,Ambulatory Clinics, Essential Diagnostic and Clinical Support Services,Community Based Services.

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It has been a big year for Sunshine Coast Hospital and Health Service. We successfully opened Sunshine Coast University Hospital, a major tertiary facility which has enhanced service provisions across the Hospital and Health Service.

Our team grew to meet this new capacity, with more than 1000 full-time equivalent staff joining us in 2016-2017.

In 2016-2017, a total of 5377 staff were employed by the health service. This means we can help more people than ever before.

While this has been happening a lot has been going on at our facilities in Gympie, Nambour, Caloundra and Maleny as they continue to provide excellent healthcare for their communities.

A big year

June

July

Nov

Aug

Feb

Jan

Dec

Mar

April

May

June

2016

2017

Nurse navigator roles were implemented in Gympie and Maleny hospitals

Our Mental Health and Addiction Services lead the way developing a Mental Health Resources 4 Carers website

The Geriatric Emergency Department Innovation (GEDI) team at Nambour General Hospital won the 2016 Premier’s Awards for Excellence in Customer Service.

Gympie Hospital received six medical students for 12 months under the Griffith University Rural Longlook program.

2000 community members were given a sneak peek of Sunshine Coast University Hospital prior to its opening.

Consumer representatives toured Sunshine Coast University Hospital.

Caloundra Health Service celebrated 50 years of caring for the community.

Gympie Hospital CT service commences.

The Sunshine Coast Health Institute hosted its first conference – the Queensland Critical Care Research Forum.

About 60 staff walked, jogged or ran the first SCUH2SCHI fun run.

Gympie hospital began a pilot for a diabetes education home service.

Sunshine Coast University Hospital opens to patients.

Child Health Access service celebrates 3rd birthday

Radiation oncology service begins at Sunshine Coast University Hospital.

Sunshine Coast University Hospital receives interim accreditation.

Technical completion awarded for Sunshine Coast University Hospital

Sunshine Coast Health Institute opened successfully.

Official opening of Sunshine Coast University Hospital.

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++

Our year in numbers

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The very best of care for local families

2015 - 2016

2953 babies born

72 twins born

Lorem ipsum

2016 - 2017

3022 babies born

64 twins born

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Consumer involvement

More than 130 consumers have joined our consumer register to partner with us in various ways. This includes working with us on committees, working groups and consumer groups across the health service.

Consumers toured SCUH and tested wayfinding before we opened.

Get involved with Sunshine Coast Hospital and Health Service as a volunteer or consumer representative.

Find out more at https://www.health.

qld.gov.au/sunshinecoast/get-involved

or call 5470 5822.

Consumer advisory group

Committees with consumer representatives • Consumer advisory group• Infection control committee• Comprehensive care committee• Patient safety and quality committees• End of life care committee

Consumer groups

• Renal consumer group• Publication review group• Maternity consumer group• Aged care assessment team consumer group• Rehabilitation assessment unit consumer group

The Consumer Advisory Group membership consists of 11 consumers/carers who have committed to assisting the health service in an advisory role. The group was formed in 2014 and meets five times a year with the health service chief executive, the executive director medical and a number of senior members of the health service. The goals of the group are: • Improving the health outcomes and experiences for consumers of health services (including carers and community

members) by ensuring that decision making has a patient focus• Ensuring that Sunshine Coast Hospital and Health Service hears directly from and works in partnership with

consumers of its services• Meeting the obligations of the Hospital and Health Boards Act 2011 and the Hospital and Health Boards Regulation

2012 for Hospital and Health Services to integrate local services and drive improvements in health outcomes• Fostering meaningful, two way dialogue between the health service and the wider community to increase community

confidence in Sunshine Coast Hospital and Health Service.

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2016-2017

91%consumers rated the

patient liaison advisors as good or exceptional

100%consumers felt their

complaint was dealt with professionally

0%consumers who received a negative impact from

making a complaint

70%consumers were satisfied with the outcome of their

complaint

1546 compliments

894 complaints

Our patient publication review consumer working group commenced in December 2016. It meets every six weeks connecting staff and consumers to develop publications consumers really understand. Consumer representative Kerrie Green finds the working group a useful way of helping improve the readability and relevance of the patient material we produce for patients and carers.

“It provides an opportunity to review publication drafts from a patient’s perspective. Our aim is to have an end document that is not only informative but is accessible and easily understood,” Kerrie said.

Patient publication review working group

Partnering with you “Having a consumer on our committee has added a whole lot of merit. It opens conversations that otherwise wouldn’t happen”. Keppel Schafer, Acting Director of Nursing, Women’s and Families.

Your experienceAt the Sunshine Coast Hospital and Health Service we have many ways to seek consumer feedback. • Complaints and compliments—by phone, face-to-face,

email or using our consumer feedback form (see Providing feedback on page 11).

• Patient experience surveys—provide a specific snapshot of patient experience. Queensland Health commissions several patient experience surveys across the state, and our Patient Experience and Consumer Engagement Team also support services to carry out their own surveys.

• Patient feedback postcards—with the opening of Sunshine Coast University Hospital we began a feedback postcard system for patients and visitors to let

us know how we’re doing. While we may not be perfect you’ve consistently rated us as better than good! When you tell us about problems we do our best to fix them.

Compliments and complaints

When things don’t go to plan, we try to put things right. Our compliments and complaints are managed by a dedicated team which works to resolve your concerns or pass on your thanks. Our follow up consumer surveys show we manage these issues well.

We are committed to ‘working with’ rather than ‘doing to’ people.

We involve consumers (patients, carers, family members) and the community in the planning, design, delivery and evaluation of our hospital and health services, this helps us deliver more efficient and effective healthcare.

Providing feedback

Call a patient experience advisor on 5470 5085 or 5470 6206

Email [email protected]

Or fill in a paper feedback form. These are available throughout our facilities and can be handed to staff, placed in a feedback box at the entrance of the facility you are attending or mailed to:

The Patient Liaison AdvisorSafety, Quality and Innovation Unit Nambour General HospitalPO Box 547, Nambour, Qld, 4560

Our staff can assist you to complete the form upon request. An interpreting service is also available if required.

Results The Queensland Health Small Hospitals Patient Experience Survey 2016-2017 show Maleny Soldiers Memorial Hospital has been rated with some of the highest patient satisfaction scores in Queensland.

241 Maleny Soldiers Memorial Hospital patients completed the survey:

100 per cent rated the cleanliness of the hospital room or ward as ‘very clean’ or ‘fairly clean’.

100 per cent rated how well the doctors and nurses worked together as excellent, very good or good.

99 per cent rated the care they received as good or very good.

99 per cent had further health or social care discussed at discharge.

Patient experience survey

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Fabio the FrogThanks to the generosity of the Sunshine Coast community, Wishlist have funded a child-friendly application (app) called Fabio the Frog. It has helped some of our youngest patients tell us about their experience of care. Responses from kids have led to us improve the way we manage painful procedures. They also helped decide the food choices at our new hospital.

Meet Cayley

On her first day at the new Sunshine Coast University Hospital, Cayley White, a Sunshine Coast Hospital and Health Service volunteer was excited, but nervous about navigating her way around the facility.

“Initially, it was very overwhelming to me and finding my way around it seemed unachievable. Now, not only can I navigate around the facility with ease, I am confident in providing directions to patients and their families. I love my job!” she said.

Cayley relocated with her family from New South Wales to the Sunshine Coast in 2014 and could not find paid employment. She decided to apply, through Volunteering Sunshine Coast to be a volunteer at Sunshine Coast University Hospital and has developed new skills through her interaction with patients and their families.

“It’s very rewarding to help or assist in easing the stress or pressure on a person. I feel appreciated and valued as a volunteer and this has really helped my self-esteem.”

Since becoming a volunteer, Cayley has increased her volunteering from one morning a week to three and has

“The app’s really fun because there’s a lot of cute cartoons, it really makes you laugh.” Grace, age 13

Volunteers

found paid part-time work at a local discount department store.

“The networks and skills from my volunteering work have definitely assisted in securing a part-time job. I am grateful to now have paid employment, but I am extremely passionate about volunteering.”

Our volunteers are valued team members of the health service providing support to patients and their families and friends. The volunteers are easily identified wearing blue vests and are located at main entry points across the larger health service facilities.

For information on our volunteer program, please visit: https://www.health.qld.gov.au/sunshinecoast/get-involved/volunteer-at-our-hospitals-and-services

In 2016 and 2017 our health service started delivering an internationally accredited two-day course in Mental Health First Aid to staff and volunteers. The courses are run by someone with lived experience of mental health issues who trains our staff in how to help clients, colleagues and family and friends who may be experiencing a mental health problem or are in a mental health crisis.

The training includes:• understanding the definition of a mental illness• identifying developing mental health problems, including depression, anxiety, psychosis and substance use problems• learning how to deal with mental health crisis situations such as suicidal thoughts and behaviours, self-injury, panic

attacks, traumatic events, severe psychotic states, severe effects of substance use and aggressive behaviour.

Improving engagement in mental health

Lived experiences of peers to give extra support to mental health consumersSunshine Coast Hospital and Health Service is a step closer to achieving a mental health workforce that includes people with lived experience of mental illness, and their families and carers.

Acting Clinical Director Addiction Services Dr Richard Spence-Thomas said the health service introduced a peer workforce to its Mental Health and Addiction Service to better support consumers.

“Peer workers, who work alongside clinicians, are people with a lived experience of a mental illness and use this experience to support other consumers,” Dr Spence-Thomas said.

“Because peer workers are people who have faced, endured, and overcome adversity themselves, they can offer our consumers a different perspective than our clinical staff.

“They can provide useful support, encouragement, hope, and perhaps mentorship, to others facing similar situation.

“Not only is a peer workforce great for consumers, it’s also beneficial to our clinicians. It allows our clinicians to view things from a different perspective to provide more person-centred care.

“This is a great step forward for our service and will help support our consumers in their recovery journey.”

Dr Spence-Thomas said the peer workforce program also provided a career path for consumers.

“Supporting consumers through vocational training and employment is key to their recovery,” he said.

“Peer workers are living proof that recovery can happen. They model recovery and resilience not only for the people they work with but also for families, other staff, services, clinicians and the community at large.”

Through $25,600 funding from Wishlist (our health service foundation) we were able to assist 16 people to train for a Certificate IV in Peer Work at TAFE Queensland East Coast.

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This year two Independent Patient Rights Advisers were employed by the health service. These Rights Advisers work cooperatively with patients, and the patient’s nominated support persons, family, carers and the mental health service staff to ensure the patient’s rights under The Mental Health Act 2016 are safe guarded and the person’s health and wellbeing is promoted.

Rights Advisers can assist to:• talk about patient’s views regarding treatment

and care• help patients understand their rights under the

Mental Health Act 2016• appoint a nominated support person• escalate concerns or ask for a second opinion• arrange supports for a tribunal hearing.

Contact the Independent Patient Rights Advisers on 07 5470 5546 or email [email protected] for more information.

The Community Hospital Interface Program (CHIP) is a team of nurses that help smooth the passage home from hospital for patients with complex issues. They assist with coordinating nursing, allied health and other support services for almost a third of all patients leaving wards.

In 2016 CHIP began a new model focusing on improving the identification of patients who may can use the service. The new approach has reduced the time it takes for patients to be identified and assessed, resulting in a 33 per cent increase in patients assessed between 2015-2016 and 2016-2017.

Independent Patient Rights Advisers

Our work in the community

21

2015-2016

2016-2017

CHIP patients

Mental Health Act 2016

Queensland Health

The Statement of Rights outlines the rights of patients and support persons in this service

Ask any staff member for a copy, also available athealth.qld.gov.au/mental-health-act

10,1297599

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Our Aged Care Assessment Team (ACAT) assess the older person with complex aged care needs who wants:• coordinated care at home with a Home Care Package• residential respite care in an aged care home• to move into an aged care home• rehabilitation through the Transition Care Program or

the Short Term Restorative Care program.

Increased community awareness of the My Aged Care system led to our ACAT receiving a huge increase in referrals in 2017.

As the referrals increased, a new way of working was piloted at Nambour General Hospital to improve efficiency, reduce the time clinicians spent on paperwork and reduce the time that people have to wait to be assessed for services.

Assessors now complete almost twice as many assessments each week as they did before. This means that our current wait time for a non-urgent referral is six to eight weeks.

Aged care assessment

In the past year we’ve been busy improving how we manage end of life care. We introduced the Statement of Choices (a document that helps people communicate their wishes and preferences for healthcare treatments) across the health service and provided training to support the implementation. We also developed a staff webpage with resources to help them.

Our launch of the use of dignified Handover Bags for deceased patients’ belongings attracted interest from other Queensland Health services, and government-funded and private health services across Australia and beyond. Other initiatives include standardising bereavement information and introducing cards and door signs to show a patient has died.

We improved our understanding of our use of Advance Care Planning with our patients and their carers. We identified how staff can help increase our consumers’ knowledge of the process. We also saw how staff can increase the use of Advance Care Plans by improving training and the information systems that make the plans available to clinical staff.

End of life care

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Did you know that in Queensland the life expectancy gap between Aboriginal and Torres Strait Islanders and the general population is currently estimated at 10.8 years for males and 8.6 years for females?

The health service is working hard to close the gap and in recent years has operated clinics to cater specifically for Indigenous communities, including for vaccinations, mental health, oral health, eye health, sexual health, child health, nutrition and respiratory needs.

A recent survey of 85 Aboriginal and Torres Strait Islanders that have attended these clinics showed over 90 per cent of people rated them excellent or good.

Helping close the gap

If you attended any of these services, how would you rate your experience?

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Our Aboriginal and Torres Strait Islander staff provide a two-part Cultural Practice Program that is mandatory for all health service staff.

The program includes a four hour face to face session and supports all staff to contribute to improving health outcomes for our Aboriginal and Torres Strait Islander community members.

The program helps staff to:• gain an understanding of the history of Aboriginal and

Torres Strait Islander peoples and why health is like it is today

• identify Aboriginal and Torres Strait Islander colleagues • improve knowledge of Closing the Gap and associated

programs within the health service• learn effective ways to engage with Aboriginal and

Torres Strait Islander people.

We coordinate the Aboriginal and Torres Strait Islander Local Health Forum to bring together the North Coast Aboriginal Corporation for Community Health, the Department of Human Services, Education Queensland, the Primary Healthcare Network and a community Elder.

The partnership works to bring representation of Aboriginal and Torres Strait Islanders in local decision making processes concerning the planning, development and provision of health services. It has also driven the expansion of the Cultural Healing Program to Gympie and contributed to the annual Well Persons Health Check Day.

Cultural training

Aboriginal and Torres Strait Islander Local Health Forum

Page 18


A new early pregnancy loss service is providing women requiring care for miscarriage and ectopic pregnancy with emotional and specialist support.

Early pregnancy loss is a relatively common event occurring in around 20 per cent of pregnancies. Both physical and psychological consequences can affect those experiencing such a loss.

The Women’s and Families Service’s Clinical Nurse Consultant Karen McGill helps smooth the journey at this distressing time.

Karen connects women with community groups so care continues beyond the hospital setting. Community awareness events and liaison with GPs are some of the ways that a team of carers have been linked together with all the focus on the patient and their needs.

Each woman now accessing the service receives a care pack which is caringly put together by volunteers, and not only contains information to assist on this journey, but also little touches to show that their experience is important.

Early pregnancy loss service

96 women, partners and families were

supported in the

first three months of the service.

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The Maleny Soldier’s Memorial Hospital is running a highly successful Movement Disorder Clinic, helping patients with the management and treatment of Parkinson’s disease and other related movement disorders.

Senior Medical Superintendent Dr Ted Chamberlain says patients can access a range of health professionals in one location, and this is significantly improving outcomes.

“The Movement Disorder Clinic means patients can now see the consultant, occupational therapist, physiotherapist, speech pathologist, all in one day, so it’s a one-stop-shop. When a patient leaves the clinic, they have a complete care plan packaged up for them.”

“Prior to this initiative, patients would need to access these services in separate appointments, which could take between six and eight weeks,” Dr Chamberlain said.

Chevallum resident Phillip Manning has been attending the clinic for treatment of his Parkinson’s disease, and has experienced a significant improvement in his ability to walk and move.

“I’ve had amazing results, it’s allowed me to regain a lot of my mobility and I’m able to walk a lot easier and regain my independence. Recently Dr Chamberlain gave me medical clearance so I can get back my driver’s licence. Having independence again has made a huge difference.”

“The movement clinic is very convenient for me to attend as it means I can meet with all the specialists I need at one spot,” Mr Manning said.

Maleny’s movement disorder clinic

A survey of patients attending the clinic between May and July 2017 found:

• 97 per cent rated the care at the clinic as good or very good

• 90 per cent said the clinic improved the way their disease is managed.

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An exciting new innovation for our new hospital was the introduction of wireless smart infusion pumps. The technology assists the safety of our patients by using advanced software to manage medication dosing and also monitors and reports drug usage.

Music therapy brightens sick kids’ days

Patient safety improved with smart pumps

Our music therapist incorporates a range of music making methods to help children heal.

Music therapy focuses on the psychosocial issues related to a child’s illness and hospitalisation.

Children may:• be having to deal with possible extended stays

or repeated stays in hospital• have never been to hospital before, and they

are in an unfamiliar or abnormal environment• be experiencing fear because they either know

what is going to happen or don’t know what is going to happen to them

• be experiencing anxiety with separation from family and friends and familiar settings

• be experiencing a sense of loss of control and feelings of powerlessness.


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Accreditation

Accreditation Service Valid until

National Safety and Quality Health Service Standards

All services June 2018

National Aged Care StandardsGlenbrook Residential Aged Care Facility

December 2018

Breast Screen National Accreditation Standards

Breast Screen Nambour September 2018

Radiation Oncology Practice Standards

Radiation Oncology Adem Crosby Centre

September 2018

National Association of Testing Authorities Accreditation

Pathology SCUH, Gympie and Nambour

August 2020

AS/NZS 4804:2001 Occupational Health and Safety Management Systems

All services October 2019

In 2016–2017, the following programs were reviewed against national standards and all achieved ongoing accreditation status. This includes interim accreditation for Sunshine Coast University Hospital one month after opening.

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Caloundra Health Service remains an important part of the local community and Sunshine Coast Hospital and Health Service. The facility remains open and is undergoing a $17 million refurbishment in 2017-2018 to ensure it is fit for purpose into the future. Services at Caloundra Health Service include:

• Palliative care• Eye health• Outpatients• Community health• Renal dialysis• Oral health • Child health• A new Minor Injury and Illness Clinic.

Minor Injury and Illness Clinic Caloundra HospitalThe Minor Injury and Illness Clinic located at Caloundra Health Service opened on 28 March 2017.Since opening the clinic has seen and treated more than 1300 adult and paediatric patients.

Did you know?

• The clinic is designed to treat patients whose needs are non-life threatening.• The service is open from 9am to 9pm, seven days a week, and no appointment is required.• The Minor Injury and Illness Clinic is a General Practitioner and Nurse Practitioner-led model, supported by nursing

staff, with onsite radiology services available to the clinic.• It offers the community an alternative service for their minor injury and illnesses, and encourages patients to visit a

regular GP.

Caloundra Health Service to be redeveloped in 2017-2018

Fever, coughs, colds Minor eye issues

Broken bones Minor cuts, burns, scalds

Earache Toothache

Infections, rashes Strains, sprains

Examples of medical conditions treated at the MIIC are:

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Nambour General Hospital: proud history, exciting futureThough Sunshine Coast University Hospital is now our largest facility, Nambour General Hospital remains an important part of the local community and Sunshine Coast Hospital and Health Service.

While the role of Nambour General Hospital has changed, it continues to play an important role in our health service and the community by:

• providing a substantial proportion of our sub-acute services• providing a large volume of low-acuity elective surgery• continuing to be the primary source of emergency care for residents of Nambour and surrounds.

Between 2018 and 2020 a Queensland Government funded multi-million dollar refurbishment will help the development of new services, like rehabilitation. Existing services such as the Emergency Department and elective surgery will continue.

Excellent Service in Customer FocusOur Geriatric Emergency Department Innovation (GEDI) team at Nambour General Hospital, in partnership with the University of the Sunshine Coast, won the 2016 Premier’s Award for Excellence in the Customer Focus category.

The GEDI program has increased awareness of frail older persons’ unique needs, created culture change around the department’s approach to frail, older persons, increased patient and staff satisfaction, reduced the length of hospital stays, and decreased rates of admission and re-presentation rates.

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Residents from Gympie and surrounding areas no longer need to travel so far for preadmission clinics. We introduced telehealth clinics at Gympie Hospital to reduce the burden of travel.

This reduces travel time and inconvenience and means patients can have updated medications information and a management plan available all without having to travel beyond Gympie.

The telehealth service is an important step in providing expanded services to patients in Gympie and surrounding areas.

The aim is to incorporate telehealth into everyday services to make them easier to access.

Improving care in Gympie

CT scanner for GympieIn early 2017 staff, patients and the community of Gympie celebrated the arrival of a CT scanner at Gympie Hospital.The scanner is an essential tool for early diagnosis for people suffering suspected stroke or other conditions including cancer.

It means suspected stroke patients in the Gympie area can be scanned locally rather than having to travel to Nambour General Hospital—and receive a faster diagnosis that could prove life-saving.

At the announcement, Gympie Hospital Clinical Director, Dr Frank Le Bacq said: “Our radiology team is excited to welcome the arrival of the CT, it will ease the load on patient transfers, and allow for faster diagnosis, and treatment.”

The CT scanner uses a combination of x-ray and digital computer technology to create detailed two or three dimensional images of the body, including every type of body structure from bone and blood vessels to soft tissue.

A new service is helping people with diabetes in the Gympie region to better manage their condition, with home visits by a community diabetes educator.

The health service’s community diabetes educator is funded by the Central Queensland, Wide Bay, Sunshine Coast PHN to help combat the higher percentage of people with diabetes living in the Gympie region.

Clinical nurse consultant and credentialed diabetes educator, Liam Flynn said the free in-home service was for people of all ages with diabetes in the Gympie region.

“There’s a real need for this service in the Gympie area, for improved health literacy around diabetes,” Mr Flynn said.

6.7 per cent of the Gympie population has diabetes, compared with 5.1 per cent across Queensland.

New Gympie diabetes service

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Nurse navigators assist with patient’s entire journey

The Gympie and Maleny communities are benefitting from Sunshine Coast Hospital and Health Service’s nurse navigators, who focus on a patient’s healthcare journey and their health needs. There are five nurse navigators in Gympie and two in Maleny.

A nurse for almost 30 years, Paulene Rogers began her nursing career right after finishing grade 12 at Gympie State High School in 1988.

“I wanted to be a nurse since I was 10 years old, when I had my tonsils removed at Gympie Hospital,” Ms Rogers said.

Born and raised in Gympie, Paulene Rogers worked as a nurse mostly in Brisbane and Nambour hospitals until she returned to Gympie in 2015 to take a role in the Gympie Hospital’s children’s ward.

“I have now been a nurse navigator since October 2016 and I am absolutely loving working in the community I grew up in, being involved in health decisions and ultimately working with a great team toward better health for all the Gympie and surrounding areas,” she said.

“People with chronic and complex health needs can sometimes feel they are becoming lost in the system and are unsure how to access assistance.

“As a nurse navigator, I get to help them find appropriate services, educate to improve their understanding of their condition and in turn help people better manage their own health.

“If you are struggling to manage your health, feel lost in the health system, find yourself juggling lots of specialist appointments, or travelling to appointments out of town that could have been managed over the phone, talk to your GP today and ask for a referral to the nurse navigator service. We are here to help you!” Ms Rogers said.

For more information on the nurse navigator service, please contact the Nambour Community Health Centre on 5450 4750 or visit www.health.qld.gov.au/nmoq/optimisingnursing/nurse-navigators

An innovative service is helping patients navigate their way through complex health care needs and medical appointments.

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For us to provide the best possible healthcare it is important we are healthy. Sunshine Coast Hospital and Health Service’s Health4Life program supports health and wellbeing initiatives for employees.

Health4Life has been helping our culture to evolve, it began in 2016 with one of the largest 10,000 Steps workplace challenges ever in Queensland: in five weeks our staff walked almost 96,000 kilometres!

The program includes a staff internet page with resources and advice on physical and emotional wellbeing, and there are Wellness Days, cooking demonstrations, health seminars and talks.

In 2017 running and walking clubs have started, with a network of champions helping others achieve their health and lifestyle goals.

Sunshine Coast University Hospital run clubsOsprey (starters) groupOur Sunshine Coast University Hospital running champions, Helen Hawkins and Keppel Schafer, are both very friendly Midwifery Educators. They are both runners now—but haven’t always been.

Keppel has lost 25kg since 2015, so he understands that taking the first steps can be daunting, but it is achievable. Helen and Keppel help, support and encourage beginners in a friendly, motivating, social environment.

The aim is to build up stamina and endurance by alternating runs and walks so members can manage a 5km run by the end of an eight weeks program.

RunnersHealth Service Education facilities Coordinator, John Penney, leads longer runs for staff who want to run a bit further or have graduated from the Osprey group. The success of the run clubs has spawned a similar approach at Nambour General Hospital with both running and walking clubs being set up.

health lifeStaff wellbeing, health and fitness program

Caring for our staff

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Keeping staff and patients safe

We trialled the use of ‘Ambassadors’ – trained customer focused liaison officers – in a project at Gympie and Nambour hospital emergency departments for a six-month period. The trial focussed on five key activity areas:

1. engagement with consumers, partner agencies and staff2. empathy for consumers, partner agencies and staff3. environmental design, to reduce aggression4. education and joint training for staff and partner agencies5. enforcement—with a small ‘e’ to recognise that this is the last option that should be considered.

The trial was successful in supporting staff and patient safety by identifying, preventing and reducing violence and is now in place.

The project has also included improving waiting room comfort with mobile device chargers and entertainment packs for children.

Kids packs may seem like a small thing but they provide me

further opportunities to engage with people in the ED waiting

area and this helps me to build relationships with people

and explain to them what is happening. This can reduce

frustration with wait times etc and does reduce aggression.

Nambour General Hospital Protective Services Officer

Healthcare workers can be at risk of violence because they deal with people in stressful, unpredictable situations.

“

”

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The opening of Sunshine Coast Health Institute (SCHI) next to Sunshine Coast University Hospital launches a new era in health education, research and clinical training on the Sunshine Coast.

SCHI is a world-class teaching and research facility formed by a partnership between Sunshine Coast Hospital and Health Service, University of the Sunshine Coast, TAFE Queensland East Coast and Griffith University.

Bringing education, training and research together enables us to keep improving and also train the next generation of nurses and doctors for the Sunshine Coast. SCHI is a key part of SCUH campus said the Institute’s Director Anton Sanker.

“It’s very much about having the capacity to train the doctors, nurses and allied health professionals of the future,” he said.

The site means students at the diploma to bachelor and postgraduate levels will have a direct pathway to employment, while course coordinators working in proximity to the new hospital are able to ensure course content is relevant and practical, giving students the skills they’ll need to work in modern hospital setting.

“I think there’s very much an intention that training here would lead to pathways to employment,” Mr Anker said Education at SCHI includes:

• training programs to up-skill existing health professionals

• hands-on clinical training for students studying to become health professionals

• undergraduate training of medical students• undergraduate and post-graduate education and

training for nursing and allied health strudents• clinical and innovative research• technical simulation training• lectures, presentations and conferences for large

groups.

The SCHI’s the limit

SCHI’s four research themes are:

• Healthy communities• Effective health services• Optimal treatment of disease• Innovative health technologies.

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Wishlist is the Sunshine Coast Hospital Foundation, a not-for-profit organisation dedicated to fundraising for the needs of Sunshine Coast Hospital and Health Service.

Annually they pledge more than $1 million towards:• research projects• medical equipment and support projects• staff scholarships and education funding.

Here’s some of the great initiatives Wishlist has supported—with the

funds donated by the fantastic Sunshine Coast community.

Wishlist

Sunshine Coast University Hospital• an innovative new therapy program to treat teenagers who

have experienced significant trauma• $6600 worth of equipment towards the Intensive Therapeutic

Program• the Clown Doctor service to bring smiles to sick patients, and

the Delta Dog service • more than $400,000 towards new staff research projects.

Nambour General Hospital Equipment purchases such as:• $122,500 for a General Surgery Flex Focus BK Ultrasound scanner

for cancer patients, • $88,000 EUS Radial scope for surgeons based at Nambour

Hospital• TV rental for the children’s ward, renal patients, the Cancer Care

Centre and ward 1D also continued at a cost of $25,000• diversional therapy for our youngest patients and the elderly

diagnosed with dementia at Glenbrook Residential Aged Care Facility.

Gympie HospitalThe Wishlist Coffee House at Gympie sourced $37,000 worth of equipment in 2016-2017 including:• rehabilitation equipment • a palliative care bed • a blood pressure monitor for the specialist outpatient department • a ventilator non-invasive ventilator, worth $37,000. The ventilator is used to assist patients who present with breathing difficulties, or are in respiratory distress.

Caloundra Health Service • Wishlist directs more than $18,000 per year to Dove Palliative

Care at Caloundra Hospital for the Music Therapy Program. The program is an important part of the Unit’s work caring for patients nearing their final days.

• Wishlist also provides funds for end-of-days life recordings which serve as a priceless memento for family members.

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The Sunshine Coast Hospital and Health Service is committed to providing accessible services to Queenslanders from all culturally and linguistically diverse backgrounds. If you have difficulty in understanding the Quality of Care Report, you can contact us on (07) 5202 0085 and we will arrange an interpreter to effectively communicate the report to you.

© Sunshine Coast Hospital and Health Service 2017

Licence:This Quality of Care Report is licensed by the State of Queensland (Sunshine Coast Hospital and Health Service) under a Creative Commons Attribution (CC BY) 3.0 Australia licence.

CC BY Licence Summary Statement:In essence, you are free to copy, communicate and adapt this Quality of Care Report, as long as you attribute the work to the State of Queensland (Sunshine Coast Hospital and Health Service).

To view a copy of the licence, visit http://creativecommons.org/licenses/by/3.0/au/deed.en

Attribution:Content from this Quality of Care Report should be attributed as: Sunshine Coast Hospital and Health Service Quality of Care Report 2016-2017

ISBN: 978-1-876532-77-2

For enquiries or further information please visit our website at www.health.qld.gov.au/sunshinecoast

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health.qld.gov.au/sunshinecoast

© State of Queensland (Sunshine Coast Hospital and Health Service) 2017

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