COMMUNITY NEWS - NCN Health
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N C N H E A LT H
COMMUNITY NEWS
AU T U M N , 202 2
MESSAGE FROM THE CEO
Hello and welcome to the Autumn RAPID ANTIGEN TESTING should be finished late March.
Edition of the Community News. This area will be used as office/
You may have noticed a shift
meeting space or as a separate
from the broad use of PCR testing
staff amenities area for Karinya
to the use of Rapid Antigen Tests.
COVID UPDATE Nursing Home in the event of a
(RATs)
It was a busy Christmas and COVID outbreak.
Rapid Antigen Testing is now
New Year period as we worked By far the biggest project this
recommended for all people
to manage a number of COVID year is the redevelopment of the
experiencing symptoms of
exposure sites and outbreaks. Cobram Campus Urgent Care
COVID-19 or if you are a
While this was not the start of and main entrance. The design
household contact of someone
the year we had all hoped for, I stage of this project is coming to
with COVID-19.
am very proud of the hard work an end and we look forward to
and resilience shown by staff and RATs are quite straight forward, appointing a builder via a tender
volunteers who supported our accurate and available free at process in the coming months.
clients, residents, community each campus by appointment. We expect the redevelopment to
and each other during this For more information on how to take 12 – 18 months to complete.
challenging time. access a Rapid Antigen Test see
MANDATORY VACCINATION
page 5.
I am pleased to say NCN Health Staff have once again been asked
had no further outbreaks or NCN Health are still offering PCR
to roll up their sleeves for a third
exposure sites listed across our tests (tests completed on site by round of COVID vaccination.
three campuses during the month our staff) by appointment. The This single booster dose is a
of February. results from a PCR test can take mandatory requirement from
1 – 3 days. the Department of Health and
Like many health services across
the state we are experiencing The health service as a whole has all NCN Health staff will be triple
some staff shortages due to a done a fantastic job adapting to vaccinated by March 29.
combination of COVID illness, the new Rapid Antigen Testing I also encourage all adult
household contact isolation processes both across NCN community members to get their
requirements and general sick Health in surveillance testing and third dose of the COVID vaccine.
leave. However, NCN Health is providing RATs to the community. You can access your booster
maintaining health care to our The demand is high and ongoing dose at a number of locations
residents and the community and the community response around Nathalia, Cobram and
by diverting staff to essential has been very positive to the Numurkah. For a full list of
services. resources we are providing. vaccination services provided by
We currently have surveillance CAPITAL WORKS NCN Health and GV Health see
Rapid Antigen Testing in place page 4.
2022 is going to be another
for all staff and the wearing exciting year for NCN Health. We
of N95 masks and face shields are pleased to see Capital Works Continued over page
remains a requirement for staff in underway at each campus. The
residential aged care. staff dining room extension and
outdoor area is taking shape in
Nathalia, in Numurkah the new
space being constructed just off
the support services building
Autumn , 2022 PAG E 2
MESSAGE FROM THE CEO
CONSUMER REPRESENTATIVES representatives who have backgrounds. If you are interested
resigned or completed 2 in the future of health services in
NCN Health has three Consumer
consecutive terms (4 years). I your community, we would like to
Committees, one specific for
would like to recognise Stephen hear from you.
each campus, and a Community
Mills, Helena Cornelia, and
Advisory Committee that
Sally Rose from Numurkah To get in touch, contact Emma
represents NCN Health as
Consumer Committee, Sue Pearson, Quality Administration
a whole. These consumer
Maloney, Maureen McGowan Officer emma.pearson@
representatives provide a vital
and Ania Wiltshire from Nathalia ncnhealth.org.au
link between the community and
Consumer Committee.
the health service and assist in
improving our service deliveries Thank you for your contribution
and health outcomes. and engagement.
We have recently farewelled NCN Health welcomes new JACQUE PHILLIPS
a number of consumer members from a diverse range of Chief Executive Officer
COVID-19 NEWS AND UPDATES
Visitor Restrictions
Visitor restrictions to the hospital and residential aged care are subject to change in response to the
ongoing COVID situation in the community.
It is a good idea to check for any updates to our visiting hours and restrictions on our website https://
ncnhealth.org.au/covid-19/
Residential Aged Care
Residents are permitted to have a maximum of 5 visitors per day. In line with the directions from the
Department of Health all visitors to aged care will require a Rapid Antigen Test before entering the facility.
This is provided by the health service or you can complete a test at home. Visitors will also need to complete
a COVID-19 declaration that their test was negative before entering the facility.
Other visiting restrictions include:
• Visits will no longer be limited to specified reasons
• Visits by prospective residents are allowed
• Visitors are not required to be vaccinated while it is strongly encouraged and recommended
• Where visitors are not fully vaccinated, all visits should occur either outdoors or in the resident’s own
room
• Unvaccinated visitors should not remain in common areas.
Autumn , 2022 PAG E 3
Visitors to the Hospital
Patients can have 2 visitors at a time and a maximum of 2 visitors per day for permitted purposes, unless the
visit is for end of life care. End of life care are permitted 2 visitors at any one time, but with no limit on visitors
per day.
Permitted purposes include:
• To provide care and support for the patient/resident’s physical and emotional wellbeing (including
mental health supports and support for people living with dementia) Note: this may include a person
who is visiting to prevent harm to a person’s mental or emotional health due to social isolation
• As a nominated person under the Mental Health Act
• As a nominated person providing support for a resident living with dementia
• To provide interpreter or informal language support
• For learning to support the resident or patient’s care upon discharge.
Other requirements for visiting:
• Hospital visitors must be fully vaccinated or show evidence of a negative result from a rapid antigen test
taken on the day of the visit
• Each patient can have up to two visitors at a time unless the dependants of a visitor (or patient in
hospital) are in the visitor group and care for the dependants cannot be arranged
• All visitors aged 8 and over must wear a face mask indoors, unless a valid exemption applies
• Hospital visitors (aged 18 and over) who are not fully vaccinated must specifically wear a N95 respirator
face mask for the duration of their visit, the health service can provide this.
Visitors may be exempt from these vaccination and testing requirements if they are:
• a person visiting for the purpose of end-of-life support to a hospital patient
• an essential carer of a patient, where undertaking a rapid antigen test prior to entry is not practicable
• able to provide evidence of a negative result from a PCR test taken within 24 hours of visiting the hospital
• providing professional patient care as an emergency, healthcare, or an ambulance worker
• a person with physical or mental health illness, disability or condition which makes both vaccination and
testing unsuitable.
If you have any concerns or questions around visiting, we are here to help.
Nathalia: (03) 5866 9444
Cobram: (03) 5871 0777
Numurkah: (03) 5862 0560
Autumn , 2022 PAG E 4 COVID-19 Vaccination Information First and second doses of the COVID-19 vaccines are available to all people aged 5 years and over. Adult community members are strongly encouraged to have their third dose of the COVID-19 vaccine, also know as the booster dose. Accessing your vaccination: Cobram Vaccination Clinic Cobram Vaccination Clinic are offering walk in vaccinations (no appointment needed) Monday to Thursday 9.30am – 4.20pm. • Children’s Vaccinations (5 – 11 years) • Adult Boosters • 1st and 2nd doses Nathalia, Numurkah and Yarrawonga Cobram Vaccination Clinic are running pop up clinics at NCN Health Nathalia and Numurkah and Yarrawonga Health each Friday by appointment on a rotating basis. Appointments are available by calling 5871 0950. Please leave your name and number and a staff member will call you back. Nathalia Medical Clinic Nathalia Medical Clinic are running Children’s Vaccination Clinics (5-11 yrs) on the following dates: • Tuesday March 8 • Tuesday March 15 Clinics are from 1.30pm – 2.30pm and by appointment only. P: 5866 9444 Cobram Medical Clinic Cobram Medical Clinic have vaccinations available by appointment for 12 years and over including; • Adult Boosters • 1st and 2nd doses Please call 5871 0777 (Option 1)
Autumn , 2022 PAG E 5 Rapid Antigen Testing Rapid Antigen Tests (RATs) available free at each of our COVID-19 testing sites by appointment in Nathalia, Cobram and Numurkah. Community members can still book in for a PCR test, please talk to the receptionist when you make your appointment. A PCR Test is done on site by NCN Health Staff. The PCR test results take about 1 – 3 days. RATs will be provided to people who: a) Have COVID-19 symptoms and have not yet completed a RAT, or b) Do not have COVID-19 symptoms, and are confirmed as a household or household like contact of a COVID-19 case, and have not yet completed a RAT Two RATs will be provided per person. To receive the RATs, please: a) complete the COVID-19 testing registration form at https://testtracker.covid19.dhhs.vic.gov.au/citizen- prefill to receive a unique registration number (URN) and then call your nearest campus to confirm your appointment time. b) bring your Medicare card to the testing site. The RATs provided are for people to conduct the test at home. Instructions on how to complete the RAT and register a positive test will be provided. What happens if I test positive for COVID on my Rapid Antigen Test? After completing the RAT, you must follow the guidance for isolation, which can be found here: https://www. coronavirus.vic.gov.au/checklist CONTACT DETAILS for appointment times (Monday to Friday) Nathalia 5866 9444 (option 1) Cobram 5871 0777 (option 6) Numurkah 5862 0560 Nervous about doing a RAT at home? It’s easy and accurate, check out this quick video from NSW Health. Remember to check the directions on your RAT as tests can vary slightly. https://fb.watch/aVuTR8Ky_q/
Autumn , 2022 PAG E 6 When Should I Get a Rapid Antigen Test? Most people should get a RAT as their first option, particularly if you have symptoms or you are a contact of someone who has COVID-19. If you have symptoms or you are a household or household-like contact who must get tested. You can use a RAT if you want to quickly check if you may have COVID-19, for example, before attending a crowded event, social gathering or visiting vulnerable people RATs may be used as part of an established surveillance program such as one organised by your school or your employer RATs are quick and highly accurate. There are different types of RATs that can be used at home. Follow the instructions in your kit, as they may differ from other types of tests. For more information on Rapid Antigen Tests: https://www.coronavirus.vic.gov.au/rapid-antigen-tests COVID-19 QUICK QUESTIONS Can I see a doctor at the Medical Clinic if I have symptoms of COVID-19? NCN Health Nathalia and Cobram Medical Clinic have processes in place for community members who are symptomatic and need to see a doctor. Patients with COVID like symptoms will be encouraged to have a telehealth appointment with the doctor. This happens over the phone and is bulk billed. The doctor can then decide if they need to be seen in person at the clinic, the patient may be asked to have a COVID test, either a PCR test or Rapid Antigen Test. If the doctor does need to have an in person appointment with the patient it may take place outside in the patient’s car with additional PPE in place. Do I still have to check in when visiting the health service and residential aged care? Yes. While QR Code ‘check in’ requirements have recently changed in the community, visitors to the health service and residential aged care are still required to ‘check in’. Do I have to wear a mask when attending the health service and residential aged care? Yes. Any person aged 8 years and older who attends the health service or residential aged care must still wear a face covering, unless a valid exemption applies.
Autumn , 2022 PAG E 7 COVID TESTING THANKS A shout out to staff across all three campuses for adapting to the new Rapid Antigen Testing Process. The month of January has seen our staff working in extreme weather conditions, including torrential rain, high heat and humidity, to support the high demand for RATs and ongoing demand for PCR Tests. Thanks also must go to the staff answering the phones and organising appointments who have shown much patience and professionalism. A great job by all.
Autumn , 2022 PAG E 8
What to do if you have tested positive
for COVID-19
• Quarantine at home for 7 days
• If you test positive on a rapid antigen test you must tell the Department of Health online at
www.coronavirus.vic.gov.au/report or via the Coronavirus Hotline on 1800 675 398. Press 0 for an interpreter.
• People you live with or have spent more than four hours with at home must also quarantine for 7 days
Who to tell What to tell them
• Friends and family you have spent time • I’ve recently tested positive for COVID-19
with recently • We spent time together so you should
• Your employer get tested too
• School or daycare of your child • Everything you need to know is available at
coronavirus.vic.gov.au/checklist-cases
Know your symptoms and when you need to get help
Mild Worsening Severe
Feeling a little unwell but Feeling very unwell and Having difficulty
General
feeling
okay. Able to walk around tired, struggling to take breathing, cannot take
the house and do normal care of yourself. care of yourself.
activities.
• Runny or blocked nose • Some shortness of • Any difficulty breathing
• Sore throat breath • Chest pain
• Aches and pains • Coughing up mucous • Coughing up blood
• Coughing • Really sore muscles • Lips or face turning blue
Symptoms
• Tired and pains • Feeling dizzy
• Headache • Very weak and tired • Fainting or feeling
• Loss of taste and smell • Not peeing very often like fainting
• Not hungry or • Vomiting or diarrhoea • Unable to look
feeling sick • High temperature (over after yourself
• Feeling sad, worried 38 degrees Celsius) • Confused
or scared • Shaking or shivering • Can’t keep your
eyes open
What to do?
• Rest Call your GP or Nurse Call Triple Zero (000)
• Drink lots of water On-Call (1300 606 024) as and tell them you have
• Eat healthy meals soon as possible. COVID-19.
• Keep taking any usual They will advise you what
medicines to do next.
For more information in English, visit
www.coronavirus.vic.gov.au
To receive this document in another format email
Authorised and published by the Victorian Government, 1 Treasury Place, Melbourne.
© State of Victoria, Australia, Day Month 2022. (2106044)
Autumn , 2022 PAG E 9 STAFF PROFILE Bronti O’Connor, Operations Manager Bronti started at Numurkah District Health in 2008, she was 22 years old and a newly qualified ‘Head Chef’. In 2011 Bronti moved to Food Services Supervisor, in this role she continued preparing meals but also added administration and staff support to her skill set. Bronti challenged herself again in 2013 when she accepted the position of Support Services Supervisor. Here she had added responsibility of managing food and environmental staff, rostering, menu rotation and planning. Earlier in 2021, Bronti took on Operations Manager, a new role to NCN Health. The Operations Manager supports the Food, Environmental and supply staff across NCN Health, for example; kitchen, cleaning and maintenance staff and provides assistance to the Director of Operations. She is responsible for the day to day needs of staff in these areas but also looks at the strategic direction and long term goals for operations departments. Bronti works closely with her team to ensure NCN Health achieves the best outcomes for residents, patients and clients. “We are currently working to align our Three Food Safety Plans into One Plan for NCN Health, this involves aligning forms, processes and systems where possible. We are always looking at additional recruitment for all food and environmental departments, menu reviews, reviewing cleaning schedules and routines. There is always lots happening and I need to work in with the team leaders and supervisors to ensure that we can achieve our goals.” Since 2008 Bronti was supported by NCN Health to complete professional development including; • Cert IV in Leadership and Management • Cert IV in Training and Assessment • 5 Day OSR course for OHS • Diploma of Business • Advanced Diploma of Leadership and Management and HR • Bachelor of Business with RPL (currently studying)
Autumn , 2022 PAG E 10 COMMUNITY HEALTH AND WELLBEING NCN Health is now able to offer face to face health care together with ongoing access to telehealth on video link or phone. Community Health and Wellbeing teams are working to prioritise urgent appointments and are also very excited to announce that exercise and social groups are back! If anyone has an appointment face to face please ensure you do not have COVID symptoms. If you have any queries please call ahead of your appointment. Healthy Lunchbox Week Healthy Lunchbox Week (Feb 6 - 12) is an initiative of Nutrition Australia that aims to inspire Australian families to create healthy and enjoyable lunchboxes. Children consume around 30% of their daily food intake at school, most of this comes from the contents of their lunchbox. What children eat during their day at school plays a crucial role in their learning and development. Healthy Lunchbox Week helps families prepare healthy lunchboxes by: • inspiring healthy lunchbox ideas and recipes • informing a healthy lunchbox balance across core food groups • awareness of lunchbox food hygiene and safety Need inspiration to keep Healthy Lunchbox Week going year round? Check out the resources from Nutrition Australia, including hacks for busy families, fact sheets, videos and recipes. Follow the link and get seriously inspired! https://www.healthylunchboxweek.org.au/ Student Profile Hey there, I am Guy (Gayathri Srinivasan). I am a final year Master of Public Health student from the University of Melbourne. I come from a Malaysian Indian origin, and am currently based in Melbourne city. I am doing my placement here at NCN Health - Numurkah campus, within the Community Health and Wellbeing team. My placement runs for 4 weeks across February and March. While I am here, I am working on designing a farmer’s mental health and wellbeing proposal that aims to find out how the farming community members of Moira and Strathbogie shires manage stress and build resilience amidst tough times. So far Numurkah has been a very relaxing yet active experience for me. It’s such a friendly community, I am always greeted with smiling faces - giving me all the energy I need for the day.
Autumn , 2022 PAG E 1 1 Farm Community Connect Project NCN Health and Nexus Primary Health are pleased to announce the launch of the Farm Community Connect Project! Keep an eye out for: • Activities and events for farmers, farm workers, their families and the wider community to connect socially and take some much-needed time out • Better access to useful mental health and wellbeing information, resources, services and support • Opportunities for the farming community to unite to better support each other through rough times
Autumn , 2022 PAG E 12
Autumn , 2022 PAG E 13
COBRAM
MYTIME
MyTime groups are for parents and carers of a child with a disability,
developmental delay or chronic medical condition.
A FREE service where you can socialise and share ideas with others who
understand caring for a child with additional needs.
It’s your time to catch up with other parents/carers in a relaxed setting. Play
helpers are there to keep your children busy and active. Siblings under 6 are
welcome.
What will you get out of my time?
Shared
Assistance Community Experiences
Friendship Connections
Come along and see for yourself the benefit of being part of a group
like this! Light lunch provided
Every second Monday from 12.00pm – 3.30pm
TERM DATES
LOCATION CONTACT
7th February TRISH
Group Facilitator
Cobram 21st February 0400 090 762
Community
7th March mytime@
House
inspiredcarers.org.au
43 Punt Road 21st March Or
Madison
Cobram 4th April Madisonk@
dsav.asn.auAutumn , 2022 PAG E 14
Autumn , 2022 PAG E 15 Nathalia Foot Care Foot Care appointments are available at NCN Health Nathalia for those who require support with: • Routine nail cutting • Non-surgical removal of callous By appointment only: P 5866 9444 Welcome Back Groups! Nathalia Planned Activity Group (PAG) Coordinator and Assistant Cheryl Thorn and Therese Kogelman are thrilled to be back running group activities again. The PAG enjoyed a BBQ by Broken Creek, socialising, catching up with friends, playing games and delighting in some pet therapy. The group are looking forward to celebrating St Patrick’s Day, Easter and much more in the coming months. Community Health and Wellbeing Groups in Numurkah have also recommenced.
Autumn , 2022 PAG E 16 Monash University Student Dietitians We currently have four student dietitians, Ashley, Caitlin, Chelsea, and Scott from Monash University working with us for a 7 week placement. They will be working on the more4moira project, surveying primary schools in Nathalia, Cobram, and Numurkah regarding changes to their food and physical activity environment. They are very excited to work within the community and with NCN Health for this project, and keen to explore the Numurkah/Shepparton areas as well as participate in any community events during the weekends. Some of you may have already come across them, however feel free to stop them for a chat if you see them wandering around! Advanced Care Planning Week Advanced Care Planning is the process of thinking about and documenting your preferences for your future health care. It prepares you and others for a time when you may no longer be able to communicate those decisions. Advanced Care Planning ensures you receive the care you want, when you need it most. It provides peace of mind for you and your family and friends. National Advanced Care Planning Week is March 21 - 27. For more information https://www. advancecareplanning.org.au/acpweek
Autumn , 2022 PAG E 17 RICHIES COMMUNITY BENEFITS PROGRAM Over the years Cobram and Numurkah Hospitals have received more than $100,000 in donations as part of the Community Benefits Scheme and Loyalty Program. Since the launch of the revamped campaign which was one year ago, NCN Health Numurkah alone has already received $ 4,026.86 in payments from Ritchies, a fantastic result. The health service relies on funding from donations and fundraising in order to meet the cost of upgrading equipment and infrastructure to ensure the best quality care and service for our communities. To get involved, you can download the Richies Loyalty Card App and select NCN Health Cobram or Numurkah as your organisation of choice. It costs you nothing and Richies donate a portion of your shop to the health service, plus you will also get discounts and deals every time you grab your groceries! It’s a win- win!
Autumn , 2022 PAG E 18
Volunteer Report – February 2022
‘Volunteering is the ultimate exercise in democracy, you vote in
elections, but when you volunteer, you vote everyday about the kind of
community you want to live in’ (anonymous)
A few of our NCN Health volunteers were acknowledged in recent
Australia Day ceremonies around the shire for their voluntary contributions
in our local communities. Congratulations.
Are volunteers back volunteering onsite?
NCN Health Volunteers are back onsite assisting. Volunteers are looking
forward to 2022 with less interruptions.
o Our Aged Care Volunteers at the three campuses over the past few
weeks have been fitted for an N95 mask. The majority of volunteers
have had COVID booster (dose 3) too. All our Aged Care volunteers are
in the process of completing the NDIS worker screening check too.
They will be fully ready to support our residents to assist keeping the
facilities out of lockdowns.
o Palliative Care Volunteers – we have 13 Moira Palliative Care
volunteers that provide social support to clients and their carers in their
own homes across the shire. Helen, our volunteer in Cobram has
recently been matched with an elderly client in Cobram who has no
family locally and visits once a week.
We currently have the following opportunities for volunteers:
o Reading newspapers: Reading to residents across each campus, there
is a roster in place that has a number of vacancies.
o Mealtime Mates: Volunteers are assisting residents with their meals,
whether it is for a chat, or full meal assist for one hour. Hours flexible.
o Auxiliaries: Our auxiliaries (Nathalia – Banawah, Numurkah – Friends
of Karinya, and Pioneers Lodge, Cobram – Hospital Ladies Auxiliary) at
each campus are always looking for new members to assist with
fundraising, selling raffle tickets, assist with running events to support
our hospital and Aged Care facilities.
o Do you have a special talent you would like to share?
In December one of our volunteers photographed the residents at
each campus (that weren’t in lockdown) for Christmas cards. Thanks
Sheryl, for sharing your special talent.
Jacquie Hughes, Volunteer Coordinator, volunteers@ncnhealth.org.auAutumn , 2022 PAG E 19
NCN HEALTH CONSUMER COMMITTEES ARE
SEEKING NEW MEMBERS
The Consumer Committees play a vital role linking the
community and the health service.
Committee members:
Provide feedback and possible solutions to the
issues and challenges facing the health service
Speak on behalf of the community around health
care needs and delivery
Partner with the health care service to achieve
national standards and accreditation
Test patient and family resources, surveys and
communications before they are released to the
public
Meet bi-monthly, online or in person.
Your contribution can improve service delivery,
programs, projects and enhance community access to
quality health care.
This is an inclusive committee which represents a
variety of age groups, backgrounds, special needs and
interests.
Have your say on the focus and direction of the health
service.
Contact: Quality Administration Officer Emma Pearson
Ph: 5862 0381 or
Emma.pearson@ncnhealth.org.auAutumn , 2022 PAG E 20
CARE OPINION - Share Your Opinion!
Care Opinion gives the public a voice to share experience about health services. The information you provide to
Care Opinion is accessed by the health service to help improve service delivery.
Care Opinion is safe and confidential and independent of services and authorities.
Reading the stories that other people share on Care Opinion may help clients to choose the best care providers.
Care Opinion works across aged, health and community services. Stories are moderated to keep it safe and
constructive for everyone, published and delivered to the right people locally for potential response and
engagement.
NCN Health encourages all our consumers to provide their feedback and Care Opinion is an easy and quick way
to do this.
For the organisation
• We can see what people are saying about our service and we can respond to the feedback, both positive or
negative.
• We can share stories told on Care Opinion with staff to demonstrate the impact their actions and attitudes
- both good and bad - have on consumers.
• We can add stories on Care Opinion into a range of training activities to teach staff and students by
bringing the consumer voice directly to those situations.
• Care Opinion is a not-for-profit charitable organisation run for the benefit of users, carers, staff and the
public.
• Comprehensive reports to feed up to board members.
For more information on Care Opinion or to publish a story about your recent care experience, follow
the link. https://www.careopinion.org.au/Autumn , 2022 PAG E 21
NCN Health Nathalia
Compliments, Complaints and Suggestions
December & January 2021/22: 3 consumers responded
2 consumers 0 consumers 1 consumer provided 1 consumer
provided a provided a a complaint complaint
compliment suggestion remains open
Contact made
Total number of compliments and complaints by topic within 3 days
Investigation
July 2019 - January 2022 reported
within 7 days
100%
Complaints
escalated Formal
within 24hrs response
100% provided
within 30
days
100%
100%
Some of the feedback:
KPI
KEY PERFORMANCE INDICATORS
Compliment: "Everyone involved were excellent. Amy on reception. Nurse and Dr."
Compliment: "Excellent compassionate care."
*NOTE: Due to consumer privacy, significant complaints are not detailed on this report.Autumn , 2022 PAG E 22
NCN Health Cobram
Compliments, Complaints and Suggestions
December & January 2021/22: 36 consumers responded
30 consumers 2 consumers 4 consumers provided 0 consumer
provided a provided a a complaint complaints
compliment suggestion remain open
Contact made
Total number of compliments and complaints by topic within 3 days
Investigation
July 2019 - January 2021 reported
within 7 days
100%
Complaints
escalated Formal
within 24hrs response
100% provided
within 30
days
100%
100%
KPI
Some of the feedback:
KEY PERFORMANCE INDICATORS
Compliment: "The nurses treated me with care. They made me very comfortable while I was getting attended to."
Compliment: "Excellent service and care and experienced staff. Very professional. The Dr spoke fluently and clearly and in
a manner that l could hear and understand." - Urgent Care
Compliment: "Prompt and efficient. Both nurse and doctor explained things well. Appreciate the strain and challenging
operating environment that all health care workers are dealing with and appreciate their work." - Urgent Care
Compliment: "To all at Cobram Hospital, I wish to thank you all for the service and attention you gave me when I was under
your care. Your nurses are caring and brilliant. My husband says thanks once again, thankyou all."
Compliment: "The care, love and support my family received throughout the day with mum on her passing and later on was
unbelievable from Management and staff. Irvin House Nursing Home should not be called a Nursing Home it should be
named a Home away from Home. The stories that Mum used to tell me about staff and Management made myself and my
daughter feel that Mum was in very safe hands, which made things easier for us living far away."
Compliment: "I was treated extremely well in difficult circumstances. The staff are amazing. Thank you very much each and
every one of you that helped me that evening. Your kindness was appreciated." - Urgent Care
Complaint: "I have a number of concerns regarding my family members care; Missing clothing, eye testing, fingernails, toe
nails, haircuts, dentist, skin integrity and swollen legs." We Did: Access to Patient bags for clothing has commenced.
Haircuts, dentist and eye testing delayed due to Covid outbreaks in facility and have been rescheduled.
Comment: "Cobram hospital defiantly needs more over night stay bedding and testing equipment for urgent matters. By the
time I had to travel from Cobram to Shepparton my appendix could of burst, I would have died. We need better services for
urgent situations in the Moira District."
Complaint: "When visiting my mother for Christmas lunch we were treated very rudely by staff and it really upset us and
ruined what was supposed to be a joyous occasion." We Did: Discussed with staff members at staff meeting.
*NOTE: Due to consumer privacy, significant complaints are not detailed on this report.Autumn , 2022 PAG E 23
NCN Health Numurkah
Compliments, Complaints and Suggestions
December & January 2021/22: 32 consumers responded
24 consumers 2 consumers 6 consumers provided 0 consumer
provided a provided a a complaint complaints
compliment suggestion remain open
Contact made
Total number of compliments and complaints by topic within 3 days
Investigation
July 2019 - January 2021 reported
within 7 days
100%
Complaints
escalated Formal
within 24hrs response
100% provided
within 30
days
100%
100%
KPI
Some of the feedback:
KEY PERFORMANCE INDICATORS
Compliment: "I was very pleased with my visit and the outcome of my health issue, the doctor was very understanding and
helpful." - Urgent Care
Complaint: "Nurse was rude....Everyone talks to a doctor on an iPad which seems useless as we all have to go to Shepparton
anyway. Such a waste of a wonderful place. Just get nice nurses and a doctor or two." We Did: Unit Manager followed up with
staff member - Urgent Care
Compliment: "I saw a nurse and a doctor for a reaction following Covid-19 booster. I received great care from everyone
concerned." - Urgent Care
Compliment: "I took my mum and the care was excellent, the nurses were very friendly and helpful." - Urgent Care
Comment/Suggestion: "The service the nurses gave was all done well but whenever they required the remote doctors advice
or authority to do anything, avoidable lengthy delays occurred." We Did: Unit Manager contacted the My Emergency Dr
administration, delays were due to increased volume in Covid-19 related calls.
Compliment: "I have been so sad since Annie told me it’s her last day tomorrow. Annie will be missed by us all, what a beautiful
nurse. I have been so spoilt getting to know all the wonderful staff in here. Happy retirement Annie xx."
Complaint: "Beef far too tough to eat in beef stir-fry." We Did: Feedback provided to Chef's to ensure that appropriate cuts of
meat are used in stir-frys.
Compliment: "Thanks very much to the kitchen for the fresh vegetables we had at lunch yesterday and today especially the
potato." - NPML
Compliment: "It was great to be able to see a dietitian face to face. It was far more informative than a phone call and I felt much
more comfortable to ask questions and have everything explained."
Compliment: "Thank you too Marie from Community Health who has been coming to Lodge this week to assist with resident
well being. Marie bought in some bunches of flowers for some residents and it was greatly appreciated."
Complaint: "Found a mouldy plate of food in cupboard near door and there was no toilet paper in Mums room." We Did:
Investigated and discovered resident had been putting food in cupboard. Followed up with staff to ensure they put toilet paper in
rooms when cleaning. Followed up with family member.
*NOTE: Due to consumer privacy, significant complaints are not detailed on this report.Autumn , 2022 PAG E 24 Nathalia, Acute and Community Health Background An 80 year old male with Stage 3B Non Small Cell Lung Cancer. The Patient is a client of the Goulburn Region Palliative Care Consultancy Service. The patient was anxious at the idea of being admitted to hospital as it was his wish to be cared for and die at home. What We Did The patient was admitted to NCN Health Nathalia acute ward with weight loss, difficulty swallowing, weakness, shortness of breath and for pain control. We administered subcutaneous analgesia, antiemetics and IV fluids. A robust discharge discussion was held with referral to Nathalia District Nursing and Moira Palliave Care. The patient, staff and family members took into consideration patient’s medical needs and wishes. Discharge analgesia was prescribed for the patient. Moira Palliative care were able to assist for the patient to return home and care for him as his needs escalated. Moira Palliative Care staff were able to provide support for the patient and family when the patient passed away. Consumer Outcome The patient was able to return home and spend time with friends and family. The patient was able to die at home according to his wishes and that of his family.
Autumn , 2022 PAG E 25 Cobram, Acute Ward Background Mrs. W is a 75-year-old female from Cobram who was admitted to Cobram Hospital after presenting to Urgent Care with increasing shortness of breath. Mrs. W has lung cancer that was diagnosed in 2017 and has brain metastases. She currently resides in the community with the support of Moira Palliative Care and her husband. Mrs. W has an Advanced Care Directive in place and her wishes are to not be transferred to another facility or resuscitated in the event of cardiac arrest. What we did Mrs. W was referred to physiotherapy, dietician, occupational therapy and social work on admission to the ward. Following medical assessment, she was commenced on a new inhaler and oral antibiotics. She began to exhibit signs of improvement within 24 – 36 hours of treatment. Physiotherapy provided mobility support and the dietician provided education about the benefits of a high energy-high protein diet to prevent malnutrition and commenced high protein ‘Resource’ drinks. Mrs. W continued to build confidence and independence with physiotherapy input and her shortness of breath continued to improve. Social work input assisted Mrs. W to start considering her options for returning home and the supports required to reduce both her and her husband’s anxiety about returning home. Nursing staff continue to encourage Mrs. W to build her independence with mobility and activities of daily living while providing appropriate symptom management and pain control. The occupational therapist liaised with the palliative care team to coordinate equipment for safe discharge in 2 – 3 days. Consumer outcome Mrs. W’s medical condition has improved during her stay to this point. She is mobilising and attending to her own activities of daily living independently with supervision and encouragement. She has expressed some concerns about coping at home as she and her husband care for each other and she is not quite back to her baseline prior to admission. She is most appreciative of the care she is receiving and stated; “The nurses are excellent…they seem to know what I need before I do. I’ve declined most of the services offered to me. I want to wait and see how I go when I get home…but I know who to contact when I need help.”
Autumn , 2022 PAG E 26 Numurkah, Community Health Numurkah Community Member Stephen Mills has been a client of Community Health for a number of years. Here he shares his story and the positive health outcomes he has experienced. Stephen has consented for his personal details being used in this story. Stephen had been managing Diabetes for approximately 20 years and was a regular client of NCN Health Dietician and Diabetes Educator Janet Lagstrom. Then in February 2020 after some months of feeling like his health had deteriorated he was formally diagnosed with Parkinson’s Disease. Faced with two chronic conditions it is not surprising that Stephen was feeling overwhelmed. He said even though Janet specialised in Diabetes Education, she took a wholistic approach to his health and quickly put in place some strategies to help him optimise his health and wellness, including both physical and mental health. Between advice from Janet and his neurologist they realised the medication he required to manage the Parkinson’s Disease was not compatible with the medication he was on for diabetes. “Janet helped me get my diabetes under control, so the neurologist could manage the Parkinson’s Stephen said. “Janet rang Moira Health and organised a home visit. They were able to give me some assistance with my health but also practical advice, for example, don’t climb a ladder and clean the gutters! Janet also helped connect me with other services that I may need down the track, so I could plan for the future and feel in control on my health. Being in the same building (NCN Health Numurkah) as my GP was also a real benefit, as they were able to communicate and share information about my health easily. Thanks to Janet together with my neurologist and GP I have the confidence to get on with my life, plan for my future health needs without being overwhelmed.” Stephen said Janet also referred him to a counsellor, something he had not considered before. “Janet put me at ease, helped me understand my illness so that I could relax and talk about it. We set up the counselling sessions also through NCN Health, which had to be via telehealth because of COVID. It was difficult at first, no one wants to hear that they need counselling, but it has been a very positive experience. The counsellor has helped change my mindset. More recently I have been able to attend face to face sessions. It’s a great feeling having health professionals in your corner.” Stephen said he has learned that good health is about treating your whole body and your mind. “Whether it is a trip to the physio or the optometrist, they know my medical history.” Stephen says his whole health has improved and he has seen a marked improvement in his Parkinson’s symptoms. “I have better balance; I can put my socks on one at a time while standing and also get dressed without needing support. I can have a ‘wet’ shave without fear of nicking my face. I am also finding my sleep is a lot better. Thanks to NCN Health and Janet, my GP and other health professionals I am in a much better position to understand and manage my health.”
Autumn , 2022 PAG E 27 Nathalia Staff Room Upgrade Works to extend the staff dining room and outdoor area are well advanced in Nathalia. The extension is being built off the existing staff room and will more than double the current indoor area together with providing an inviting outdoor space for staff. Peter Prentice Painting Returns to Nathalia This oil painting of the Peter Prentice Units in Nathalia was donated to the health service recently. Rosalyn Moran discovered the painting when cleaning out the cupboards in her house in Buderim QLD. Rosalyn is the daughter of Robert Parker, who was the Hospital accountant around the time the units were constructed. The painting depicts the units not long after they were built. There is some confusion around when the painting was done, as the information we received upon the donation was that it was in 1989, however the painting is signed Olivene Strange, 82’. The units were used by the Hospital for District Nursing Services, accommodation and doctor’s clinic. The painting is now on display at NCN Health Nathalia in the Day Room for all to see.
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Autumn , 2022 PAG E 29 A Hospital With A View The front of the hospital has undergone a makeover recently. Thank you to The Nathalia Men’s Shed members, Vic Dohnt, Noel Gemmill and Brian (Barney) McVeigh for your landscaping work. The group planted the hardy and drought tolerant Stumpy Joe Dwarf Conifers (Thuja Orientalis ‘Aurea Nana’) and finished the job off with some red mulch. Noel and Vic planted the conifers and Vic and Barney lay the mulch. Vic Kindly donated two trailer loads of mulch which normally costs $140 per load. The following week, despite heavy rain a group of enthusiastic volunteers (and staff!) arrived to clear out the Birds of Paradise in the roundabout garden bed. The Birds of Paradise were removed and sold with all profits going to the Hospital Auxiliary. A fantastic show of community spirit and the end result looks excellent. Thank you.
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Autumn , 2022 PAG E 31 Community Organisation of the Year Congratulations to the Nathalia ‘Meals on Wheels’ volunteers who received the 2022 Nathalia Australia Day “Community Organisation of the Year” award. Volunteers from Nathalia and the surrounding district have been delivering Meals on Wheels in Nathalia for the best part of 60 years. There are currently approx. 30 MHA Care volunteers involved in the Meals on Wheels program (including local schools St Francis, St Mary of the Angels and Nathalia Primary School) who deliver meals 5 days a week. Meals on Wheels volunteer Margaret Cobbledick paid tribute to all the members who have contributed to 6 decades of community service. She also acknowledged Nathalia District Hospital and NCN Health kitchen staff for their years of dedicated meal preparation. It is wonderful to see the efforts of these generous community minded volunteers publicly recognised - A fantastic effort and great news story for the region. Thank you and well done! The Meals on Wheels volunteers were gifted a native tree and certificate, which they have donated to the NCN Health Nathalia. The native tree will be planted in the new garden at the front of the health service. Pictured are MHA Care Meals on Wheels volunteers; Mary Wilson, Graeme Smith, Margaret Cobbledick, Fay Hutchins, Sue Lowe and Fay Brown.
Autumn , 2022 PAG E 32 COBRAM MEDICAL CLINIC NEWS There has been a lot of staff movement and activity at Cobram Medical Clinic. In January we bid farewell to Dr Tony Fredrick and Dr Jun Xu. Both doctors were with us at the clinic for one year and provided excellent service during their stay. Best of luck to Dr Tony and Dr Jun for the future. Many happy returns to Cardiologist Jennifer Coller and Medical Clinic Doctor Michael Chabbou who both celebrated their birthdays with staff in style during January. We hope you had an excellent birthday and have a great year ahead. A warm welcome to Cobram Medical Clinic Doctor Nicholas Tan. Dr Nicholas is a ‘Murray to the Mountains’ (M2M) Intern who will be at the Medical Clinic for a 20-week placement. We hope you enjoy your time with us Dr Nicholas! Welcome also to Hannah and Gabriella, medical students from The University of Melbourne, who join the Cobram Medical Clinic for the year 2022. Hannah and Gabriella have been at the clinic since January 31 and will join consultations with GP Supervisors Dr Dumitrescu, Dr Chabbou and Dr Abu. NCN Health is proud to assist The University of Melbourne Medical Student Training Program in the support of future doctors.
Autumn , 2022 PAG E 33 RESIDENTIAL AGED CARE NEWS Community Aged Care Bus Fundraiser The Community Aged Care Bus Fundraiser was officially launched in Numurkah on Saturday February 26 with a family fun day held in Newman Square. Led by Rotary Club of Numurkah and in partnership with NCN Health the project aims to raise funds to purchase an 11-seater all-abilities access bus for use by residents of Numurkah Pioneer Memorial Lodge and Karinya Nursing Home to participate in community activities and events. The bus will also be made available for community groups in Numurkah who support isolated and aged people. The town band and Numurkah Ukulele Club entertained the crowd with Rotary Club of Numurkah providing a free BBQ and freshly squeezed orange Juice. Community members were able to inspect the CobCab which was on loan from Cobram for the day. The ‘CobCab’ is the product of a similar community led fundraising campaign that saw the purchase of an all abilities bus for the residents of Irvin House and other local groups. Guest speakers included NCN Health CEO Jacque Phillips, Moira Shire Counsellor Wayne Limbrick and Rotary Club of Numurkah member John Watson. Rotary Club President Gary Phillips declared the Community Aged Care Bus Fundraiser open and welcomed donations from community members and businesses. He confirmed the Club had already contributed an incredible $25,000 toward the fundraiser and are working on obtaining further government and other grants. They have successfully applied for the Bendigo Bank Community Grant under which $10,000 will be awarded subject to reaching the fundraising target by December 22. There are a number of ways community members and businesses can get on board the Aged Care Bus Fundraiser. Rotary Club of Numurkah have distributed 40 large money tins to businesses around town and have set up an account with Bendigo Bank for direct debit donations. The bank details are: Bendigo Bank BSB 633 000 A/C 158 350 686 The total cost of the project is estimated to be approx. $90,000, this includes the purchase of the bus itself and internal renovation to accommodate wheelchair access, handrails and modified step entry.
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Autumn , 2022 PAG E 35 $$$ Fundraising Tally Update $$$ Fundraising for the Numurkah Community Aged Care Bus has got off to a flying start with Rotary Club of Numurkah pledging $25,000 to start the project. A number of community members and businesses have also generously donated including Richies IGA in Numurkah and the Shamrock Hotel. Richies IGA held their Community Day on Sunday March 6 with all proceeds going toward the Community Aged Care Bus. The Shamrock Hotel sent round their ‘Charity Bucket’ recently with owners Craig and Karen O’Gorman vowing to match whatever donations were given, raising $1000 in total. The fundraising total is currently sitting at $43,500 with a number of donations not yet counted. This is a fantastic community effort given the fundraiser has been running less than one month. Thank you to everyone who has donated so far, the list is quite long and we look forward to celebrating your donation in the coming weeks. Pictured below; Rotary Club Members Rex Sheilds and Stephen Mills thank Shamrock Manager Craig O’Gorman and pictures from Richies Numurkah Facebook page showing highlighs of the Community Day.
Autumn , 2022 PAG E 36 Banawah Nursing Home Banawah Nursing Home is pleased to have welcomed visitors back into aged care. Residents can currently have up to 5 visitors at any one time, with a maximum 5 visitors per day. Thank you to our staff who worked very hard over the December and January period caring for residents and liaising with families as we saw a sharp increase in COVID cases in the region. It has been an especially difficult 2 years for residents, their families and staff as we worked our way through the COVID pandemic and requirements from the Department of Health. It is our hope that with the use of additional PPE and the implementation of Rapid Antigen Testing for visitors, that residents and families can enjoy a more social and engaging environment going forward. In May 2021 NCN Health applied for and was successful in gaining the Public Sector Residential Aged Care Service (PSRACS) and Community Kitchen Garden Initiative Grant. Under the grant we will establish a ‘Kitchen Garden’ at each residential aged care service across the three campuses. This project is currently in the planning stages and we look forward to sharing the progress with you through our newsletters and social media pages. Greg Van Popering Director of Clinical Service Numurkah Pioneers Memorial Lodge Residents and staff have enjoyed a host of activities over the Christmas and New Period including shopping days, entertainment from Rachel and Marcel, Chinese takeaway evenings and keeping up with our regular Church Services. Staff put their culinary talent to the test with a home-made ice cream afternoon in Feb, judging by the pictures it was a great success! Overall, January was a challenging month with a number of exposure sites and outbreaks listed across the health services causing us to go into isolation and close the doors to visitors. A thank you to our staff for your professionalism and dedication during this time and to our residents and families for your positivity and support. The Lodge has an advocate from Elder Rights Advocacy (ERA) meeting with family and residents via zoom in March. These sessions are always such a great source of information and we encourage all our families to take part. Both the Lodge and Karinya are seeking expressions of interest for a new hairdresser to take over the Hairdressing contract at NCN Health. This contract would include 2 days of work per week. The role of hairdresser is incredibly important to our residents and a great opportunity for the right candidate. Information may be obtained by contacting Lauren Hennessy on 5862 0444 or via email lauren.hennessy@ ncnhealth.org.au A little shout out to staff members Sophie and Adele (pictured over page with Pat Shone and Pat Pocknee) They had the day off recently and come back to the Lodge to spend time going for a walk with some residents. Deb Hitchcock Nurse Unit Manager
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Autumn , 2022 PAG E 38 Karinya Nursing Home The resident and family Christmas party had to be cancelled due to COVID in December, however staff enjoyed singing Christmas Carols with the residents and we were all thrilled when Santa was still able to pop in for a visit. Like many other parts of the health service Karinya was affected by COVID exposure sites and outbreaks during January. Isolation requirements were difficult for residents, however we were lucky to have Community Health staff come and spend time with the residents almost every day. This was great. Residents very much enjoyed talking with them and taking walks around the garden. Karinya purchased three Kindles for use by residents. Kindles are an electronic tablet device that stores books. You can magnify the text making it much easier for residents with poor eyesight to enjoy reading again. The Kindles are an absolute hit. The magic tables that we installed at Karinya last year have also been invaluable. The Magic Table’s official name is a ‘Tovertafel’, an interactive ‘projector’ that uses light, colour and music to stimulate, physical, social, and cognitive activity. The residents can ‘play’ ball sports, experiment with colour, movement and sound and even ‘go fishing’. Now that we are allowed to have visitors and volunteers back into the heath service we look forward to sharing some of our new resources with the community. Teruko Smith Diversional Therapist
Autumn , 2022 PAG E 39 Irvin House Residential Aged Care During February residents kept an eye on the Winter Olympic Medal count whilst also competing for Gold during some in-house events. Many games were played, one game (pictured) was bean bag toss - participants had 5 bean bags to use each round and had to hit every colour to get a point. It was a very fierce game and enjoyed by all. Also in February, Valentine’s Day couples enjoyed a special afternoon tea with music, food, fun and laughter. On March 21 Irvin House will recognise Harmony Day. Harmony Day is a celebration of our cultural diversity – a day of cultural respect for everyone who calls Australia home. Harmony Day coincides with the United Nations International Day for the Elimination of Racial Discrimination. Irvin house is celebrating cultural diversity this year by collecting resident, family and staff recipes from diverse backgrounds. The aim is to use these recipes throughout the year to cook special meals and afternoon teas with our residents. We look forward to sharing our Harmony Day photos and recipes with you. Tabatha Burch Diversional Therapist
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UPCOMING EVENTS
• Numurkah Pioneers Lodge Auxiliary meet the 2nd Monday of each month
• Friends of Karinya Auxiliary meeting 4th Thursday of the month
• Banawah Nursing Home Auxiliary meeting Thursday 17 March, 2pm
• National Advanced Care Planning Week, March 21-27
• National Close the Gap Day, Thursday March 17
• Harmony Day, Monday March 21
• Family Fun Morning, Tuesday April 12, 10am-12pm, Ag Warehouse, Goulburn Valley Highway
• ANZAC DAY, Monday April 25
We want your feedback
We welcome all feedback on this newsletter including comments, suggestions and
requests.
There are a number of ways to contact us:
E ncnhealth@ncnhealth.org.au
T 03 5862 0555
2 Katamatite Rd, Numurkah
Po Box 128, Numurkah 3636
ncnhealth.org.au
Nathalia Campus Cobram Campus Numurkah Campus
36-44 McDonell St, Nathalia VIC 3638 24-32 Broadway St, Cobram VIC 3644 2 Katamatite Rd, Numurkah VIC 3636
T (03) 5866 9444 PO Box 252, Cobram VIC 3644 PO Box 128, Numurkah VIC 3636
E ncnnathalia@ncnhealth.org.au T (03) 5871 0777 T (03) 5862 0555
E ncncobram@ncnhealth.org.au E ncnnumurkah@ncnhealth.org.auYou can also read
