WULEMPURI - KERTHEBA
OUR 2018-19 ACHIEVEMENTS AT NORTH RICHMOND COMMUNITY HEALTH
We have
300 staff who care for our clients
YOUR QUALITY ACCOUNT 2018-19
Our Medically Supervised Injecting Room safely managed over
1,230 overdoses
Our IMPAC nurses and workers visited
11,940 clients
to help them recover after being in hospital. These nurses help clients manage their health at home. Our Allied Health team saw
821 clients
They keep older people safe, active and healthy at home
Our Fitzroy and Richmond Dental clinics were visited by
6,700 clients
They help children to learn and be healthy
Our community nurses saw
1,233 clients
for a range of health concerns Our counsellors worked with
Our doctors provided
34,018 services and 26,745 client appointments
451 clients
They also delivered groups on wellbeing and social topics such as a group for women and a Richmond seniors group
our
80
volunteers link the centre with the community
WE’RE EXPERT IN WORKING EFFECTIVELY WITH MIGRANT AND REFUGEE CLIENTS. WE SHARE THIS KNOWLEDGE WITH OTHER ORGANISATIONS THROUGH OUR PROGRAM: THE CENTRE FOR CULTURE ETHNICITY AND HEALTH (CEH). We help Victorian organisations deliver and improve their services so they are easy to access and provide fair treatment to migrant and refugee clients: Our CEH education team worked with
1,594 people 35 health, government and community
Summary of our community education session attendees:
700 women
at
181
165
this year to help them create services that people can get to, understand and use to stay healthy.
259 men
139 15-20 = 374 21-25 = 100 26-35 = 165
Our CEH community education team held
374
100
organisations
Age groups
43 community education sessions 959 people
36-45 = 139 45+ = 181 with
from migrant and refugee backgrounds to improve their health and wellbeing.
Examples of the organisations we work with:
Countries of birth China
Egypt
Philippines
Bangladesh
Thailand
New Zealand
Afghanistan
United States
Brotherhood of St Laurence
RMIT University St. Vincent’s Hospital
Ethiopia
Pakistan
cohealth
University of Melbourne
Samoa
Sri Lanka
Cancer Council Victoria
Women’s Health West
Australia
Libya
Highvale Secondary College
Al-Taqwa College
India
Somalia
Thornbury High school
Kenya
Cyprus
Our doctors, dental staff, nurses and Alcohol and Drug workers are the people you’re most likely to see. But we also have staff that make sure our services are effective. These support staff ensure that:
we communicate well (Communication Team)
our computer systems work for you (Information Technology – I.T.)
our staff are happy and skilled (Human Resources)
our financial systems work for you and our staff (Finance and Payroll)
WHAT DID YOU TELL US? You rated the care you received at our health service as:
84% of you told us our clinical staff are compassionate All responses 100%
84%
50%
14%
0%
35.2% 4.6%
Very good = 59.1% = 35.2%
Adequate = 4.6% Poor
YA
YS
YA: Yes, always
YS: Yes, sometimes
N N: No
59.1%
1.1%
Good
2%
= 1.1%
Very poor = 0%
88% of you feel listened to and understood by our clinical staff All responses 100%
88%
50%
12%
0%
94%
YA
YS
YA: Yes, always
YS: Yes, sometimes
N N: No
90% of you have the confidence and trust in our staff All responses
of the 96 survey respondents rated their care at North Richmond Community Health as very good or good
100%
90%
50%
10%
0%
YA
YS
YA: Yes, always
YS: Yes, sometimes
N N: No
What the assessors told us they found in 2019:
The assessors suggested we could do the following to improve our service:
Our mission and values are important to us
Develop projects to make the service more welcoming, inclusive and accessible
Our leaders have managed the recent growth of services and staff
Review our internal staff communication system to make better use of it and ask our staff what kind of information they want to see on it
Our services are well connected We meet our community’s needs and are responsive to change We support all of our community We have good systems for clients to tell us about their experience at North Richmond Community Health
Think about how we help clients if they want their dental information uploaded to the My Heath Record system.
TELLING US WHAT YOU THINK ABOUT OUR SERVICE Examples of feedback received each month:
45
written compliments
from clients about how good our service is
4
formal written complaints which are reviewed by our management team and responded to by our CEO
7
written ideas about how we can improve our service
You told us:
I would just like to say that the Community Health Centre is the most welcoming and multicultural clinic I have been to. The staff are extremely friendly. I have never hesitated to seek help from them. I, myself have been attending this clinic since I was very young, thus, I have gone to the doctors, dentists and counselling.”
A large number of our clients tell us how good it is to access our services for treatment
Great service for people who need attention at such short notice.”
Whilst waiting for my appointment, I witnessed a receptionist communicate with another patient waiting for their appointment. Although there was a language barrier between them, she used the best of her abilities to communicate with the client to explain what was happening.”
Compliments
Access to services – treatment
Comfort
Staff
Atmosphere
Effectiveness
Access to services
Equipment and resources
Complaints
Safety
Inadequate information
Special needs not accommodated
There are many ways in which you can tell us about your experience: All feedback is valued and encouraged at North Richmond Community Health. It helps us to identify where we did well and where improvements can be made. It is important to us and we take it seriously. Our client feedback helps us to make sure we are a positive experience for our clients.
Talking to our staff members when something happens – this is generally the best way to fix the issue
Complete a feedback form and leave it in the locked box or with reception staff
Leave your feedback on our website nrch.com.au
Example of what our clients told us about our services on our televisions
A poster displaying client feedback for our Alcohol and Other Drugs service
HOW WELL WE MEET YOUR NEEDS AND IMPROVE THE QUALITY OF OUR SERVICES WHAT IS ACCREDITATION? Accreditation is when an external auditing team visits us to check we are providing the best level of care to our clients. The auditing team has a set of healthcare standards to measure our performance against. They are checking we are: Delivering a safe service for clients and staff Focusing on the needs of clients
Standards
Services covered
Outcome
Next due
National Safety and Quality Health Service Standards (NSQHS)
Dental Services
Met all standards in September 2019
September 2022
National Safety and Quality Health Service Standards (NSQHS)
Medically Supervised Injecting Room
Met all standards in July 2019
July 2022
Quality Improvement Council (QIC) Standards
Community:
Conditionally met all standards upon 1 corrective action in September 2019
September 2022
Australian General Practice Accreditation Limited (AGPAL)
General Practice Medical Services
Met all standards in June 2017
June 2020
National Disability Insurance Agency (NDIS)
Allied Health – Early Childhood Early Intervention (ECEI) Team
Met all standards in May 2019
May 2022
The Aged Care Standards
Community Home Support Service (CHSP)
Met all standards in June 2017
June 2020
Putting systems in place for the delivery of services Constantly improving our services Identifying any gaps in our services Involving our clients in the design of our services North Richmond Community Health has many different services which means it is accredited under a variety of healthcare standards. This makes sure we offer a high quality service to our community.
Allied Health Community Nursing Counselling and Casework Inner Melbourne Post Acute Care program Centre for Culture, Ethnicity and Health