MHF Newsletter Spring Summer 2020 by Mildura Health Fund

Your MILDURAHEALTH NEWSLETTER | SPRING/SUMMER 2020

MADE FOR MEMBERS BY MEMBERS

Hosptial upgrades WELCOMED PAGE 9

MENTAL HEALTH AND COVID-19 PAGE 5

98% MEMBER SATISFACTION PAGE 6

YOUR MILDURA HEALTH

FROM THE CEO’S DESK

CONTENTS Continuity of service

Mildura Health Fund CEO report

Opening in Broken Hill

Telehealth services available

Look after your mental health

98% member satisfaction

Meet the member

Anita’s leadership journey

Mildura Health Private Hospital CEO report

Consumer Focus Group

Quality report

Meet Dr. Tom Gleeson

Community

Continuity of service

The COVID-19 pandemic has required our Mildura Health Fund branches and work practices to be a little different – but we are continuing to deliver the exceptional service our members deserve. In late March, advice from the Government was to work from home if possible and that is what 90% of the Fund staff did. In this time, the Mildura and Swan Hill offices were closed to the public. This was a difficult decision to make, however it was the right decision to protect our members and staff from potentially being affected by COVID-19. Since then, the Mildura office has re-opened and Swan Hill is not far away, although some staff continue working from home. The workplaces of many Fund staff certainly look different, but we are working hard to minimise disruption to our members. Chief Risk Officer of Mildura Health, Cheryl Rix went from a four-wall office in our Deakin Avenue headquarters to working from a picturesque location on the Darling River at Wentworth.

@mildurahealthfund

Cheryl Rix says “Working from home full time was a major change, but it has been important to follow Government directives to keep people safe and contain COVID-19. I have been fortunate to work seamlessly from home for more than three months and the pandemic has shown how productive staff are under flexible arrangements. I have also enjoyed more fresh air, not driving each day and having my two Labrador dogs as constant home office companions! Zoom and MS Teams technology has meant we still can communicate easily with other staff members. At some point in the future we will all return to the office and the many learnings taken from COVID-19 will continue to strengthen the Mildura Health business and the way we work.”

COVER: Mildura Health Private Hospital (MHPH) Chief Executive Officer, Marcus Guthrie and Director of Clinical Services, Carla Kirby are excited for upgrades of MHPH.

Mildura Health Chief Executive Officer, Gerard Op de Coul says “It has been fantastic that our staff adapted quickly to the change of working environments and our business continuity plans were executed perfectly. It has been a different time for everyone; staff, members and the general public. It is anticipated that our changed office environment will be with us for a while, but I am confident that we will continue to deliver exceptional service to our members.”

Stay connected and follow us:

@Mildurahealthfund @Mildurahealthprivatehospital

The information contained in this publication is provided for general information purposes only, not as a substitute to medical or insurance advice. The information provided or views, expressed by third party contributors in this publication are not necessarily those held by Mildura Health.

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YOUR MILDURA HEALTH

Staff milestones Mildura Health Fund Johanna Gallacher - 5 years Karen McLean - 5 years Simone Cumming - 5 years Cheryl Rix - 5 years Marissa Featherston - 20 years

Mildura Health Private Hospital Tania McDonnell - 10 years Suzanne Hamilton - 10 years Kathryn Athorn - 30 years

Dear members, Firstly, I would like to wish you, your family and friends the best of health.

quickly to offer our members temporary benefits in a range of Telehealth services. These services include physiotherapy, psychology, speech pathology, occupational therapy, exercise physiology, podiatry and dietetics.

It has been a challenging 2020 with many affected by bushfire, drought and COVID-19. I understand that life has not been easy; we have all been impacted in many ways and I encourage you to reach out to someone and talk to them if you do not feel right. We have an article on page 5 in relation to mental health, detailing how you can access support and linking you to the wonderful crisis support call centres available to you.

Elective surgeries

COVID-19 has changed the way we live our lives and the way we do business globally. Each day we continue to face the “unknown”. Since March, we have been confronted by many challenges, but, as we have throughout our history, Mildura Health Fund has continued to evolve to support you, our members. Changing the way we work Despite the challenges of COVID-19, I am pleased we were able to execute our business continuity plans and there was no disruption to over-the-phone and digital member services. Government restrictions required us to shut both our Mildura and Swan Hill branches to the public for a time, but with the easing of restrictions, we have reopened the Mildura branch with the Swan Hill branch not far away. We are also proud to have been able to continue with our plan to open our brand-new branch in Broken Hill. Our branch may look a little different with the installation of sneeze guards, social distancing stickers on the floor and hand sanitiser for your use – but we continue to offer the same great customer service. Rate rise on hold Due to COVID-19, to assist members, it was decided to not increase premiums on April 1 and defer the increase until 1 October. This was a total saving back to our members of over $1.6 million dollars over this period of time. Introduction of Telehealth Due to enforced COVID-19 restrictions, many general treatment providers closed their doors or altered their working arrangements. We saw a decline in claims for a short period of time. However, since May when restrictions started to be relaxed, we saw general treatment claiming patterns increase above preCOVID levels with some specialties well above normal anticipated trends. When restrictions were introduced, we reacted

States and territories have had enforced restrictions on elective surgeries to free up beds, resources and PPE equipment for potential large outbreaks of COVID-19. For many states, the restrictions of elective surgeries have been lifted. Unfortunately for Victoria many restrictions on elective surgeries have been reintroduced, added to this, there is also issues with the availability of surgeons due to border closers and this has been a particular issue with our own private hospital. A lot of the specialty surgeons coming from Adelaide and Sydney have not been able to come across the border. We will continue to work through the issues and find the best solutions possible for our patients at our private hospital. Public Hospitals have been impacted significantly as they continue to free up resources to treat patients with COVID-19 and, as a result, waiting times for some elective surgeries in Victoria are expected to be around three years. This reinforces the value to consumers of private health insurance, offering greater access to surgeries without having the burden of the public waiting lists. Please see page 9 for an update from Marcus Guthrie, Chief Executive Officer of Mildura Health Private Hospital where he explains the challenges and successes faced by our own Private Hospital throughout COVID-19. Global pandemic aside, there have also been plenty of highlights to report. As I have detailed below, we have won a Canstar award, our recent independent members survey shows that members are satisfied with our offerings, we saw positive membership growth and we plan to open a new branch in Broken Hill.

to lead the way in the private health insurance industry. The Fund received a 98% member satisfaction result. This is the third year in a row where the Fund has been awarded this result by our members. I would like to thank the 1979 members who took the time to fill out this survey. The detailed member feedback provides us with greater insight into how you are feeling, areas we are good at and aspects that we can improve. A full article outlining the result can be found on page 6 of this newsletter. Membership growth I am excited to announced that we have now reached 34,000 members. Throughout the 2019-20 financial year, the Fund saw a total membership increase well above the industry growth of 0.4%. One reason for the increase is consumers choosing not for profit health funds due to the greater focus on members over profits. The Fund offers the lowest priced Gold Hospital cover in Victoria, New South Wales, Queensland, ACT and Tasmania as reported by Choice magazine. Broken Hill Branch opening In 2020, we are anticipating the opening a new branch in Broken Hill if current COVID restrictions allow us to. Opening of this new branch is an exciting move for the Fund and our existing and new members in Broken Hill. Our branch will be within the Broken Hill Community Credit Union at 2 Chloride Street, Broken Hill. Please see page 4 for a full article on our Broken Hill Branch. I look forward to a long-term commitment to the Broken Hill community. I wish to thank all our valued members who have continued to support our health fund. We are here to support you, when you need us, and we will continue to offer you the service that you deserve. Healthy regards, Gerard Op de Coul Chief Executive Officer, Mildura Health

CANSTAR award In October 2019, the Fund was awarded the Most Outstanding Hospital and Extras Package in Victoria by independent consumer group CANSTAR. I am very proud to be awarded this accolade. It is a reassurance to the Mildura Health team that our members can have peace of mind knowing that they are choosing an award-winning health insurance product. Member Satisfaction In January we conducted our independent membership satisfaction survey and once again, we continue SPRING/SUMMER NEWSLETTER 2020 | 3

YOUR MILDURA HEALTH

MHF EXPANDS TO BROKEN HILL Mildura Health Fund (MHF) continues to expand its footprint with the anticipated opening of a full-time branch in Broken Hill in 2020, subject to COVID-19 State Government restrictions. MHF has teamed up with local not for profit credit union, Broken Hill Community Credit Union (BHCCU) and will be establishing an office within the Credit Union. This will be the third branch Mildura Health Fund has established, with the opening of a Swan Hill branch in 2017.

Mildura Health Fund Chief Executive Officer Gerard Op de Coul said the new branch will operate on a full-time basis and will employ local people. “This is a very exciting time for the Fund, the Broken Hill community and our current Broken Hill members. We have seen over the past two years an increased number of Broken Hill residents join the Fund and use our Mildura Health Private Hospital,” he said. The new Broken Hill branch will operate within the walls of the BHCCU. “We believe partnering with a local company like Broken Hill Credit Union is important to the success of our

Artist impression of the soon to open Mildura Health Fund branch in Broken Hill.

expansion,” Mr Op de Coul added. “BHCCU shares many similar values – it is passionate about its customers and is heavily involved with the community. Like us, they are also not for profit.” The new branch will continue to deliver the exceptional customer service that Mildura Health Fund is known for and we are excited to offer this face-to-face operation to our existing members and our new members joining from other health funds. Stay tuned for our opening.

PROVIDING ACCESS TO SERVICES As the world changed and restrictions were implemented to help control the spread of COVID-19, people were told to stay at home where possible and this included health care. It was important that our 34,000 members received the treatment they required and in April 2020, we temporarily introduced Telehealth Services as part of our Extras cover.

Physiotherapist , Nicole enjoying the benefit of Telehealth for her patients.

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Mildura Health Fund members are now able to access a range of Telehealth services which include physiotherapy, psychology, speech pathology, occupational therapy, exercise

physiology, podiatry and dietetics. This allows members to have consults with their health professionals without having to leave their home “We see Telehealth as a great initiative at this time,” Mildura Health Chief Executive Officer, Gerard Op de Coul said “Telehealth will allow our members who hold the right level of cover to access a range of general treatment services without leaving their home. As a lot of members are at home isolating, we see it to be extremely important that they continue to look after their physical and mental health.” To find out more information about Telehealth, please contact us at the Fund or contact your health provider.

BENEFIT IN FOCUS Using a crisis to build our self-care habits. It’s unsettling to experience the world, and our own community, undergoing extraordinary change and cultural transformation to stop the spread of COVID-19. With everyone exposed to mental health and wellbeing challenges, it’s perfectly normal and reasonable to feel distressed. Lifeline is reporting a 22 per cent surge in calls in Victoria compared with the same time last year, and calls to Beyond Blue have doubled. The Black Dog Institute has found almost 80 per cent of people felt their mental health is being affected by the pandemic, with visitors to its website doubling as people look for techniques to cope with anxiety and stress. Our mental health is just as important as our physical health, and we know that the two are closely linked. And while we need to distance ourselves physically, it is more important than ever to stay socially and emotionally connected with family, friends, neighbours and our communities. These are difficult times, but it’s important to go easy on yourself and

Clinical Psychology take time for self-care during a very uncertain time. And it’s a great chance to build some long-term self-care habits into your lifestyle: Stay active. Exercise is really good for both physical and mental health. Heaps of different exercise programs are on YouTube and apps. Take 10 for calm. When we’re stressed about something, our thoughts tend to speed up. Take 10 minutes to practise mindfulness to help produce a sense of calm. To get started there are plenty of free mindfulness resources online. But if meditation isn’t for you, try doing an everyday activity in a mindful way. In other words, put aside distractions and focus fully on one small task, like having a cup of tea…pay attention to the smell, the warmth of the cup in your hand, the taste… Have a chat. Stay in touch with friends and family via text, Messenger, FaceTime, or a good old-fashioned phone call. Make a homemade meal. Good nutrition is important, but if you’re stressed, there’s nothing better than a tasty, healthy homemade meal. Take a break from the news. We’re all feeling saturated. It’s important to stay informed, but limit media intake to a

couple of times a day and use trusted sources or the DHHS website. Learn something new. Have you wanted to get into drawing or learning a musical instrument? Macrame or making a vertical garden? It’s a great distraction, and there’s no beating that feeling of accomplishment! While self-care is great, if you could use extra support – reach out. Many of us will not have had to access help for mental health before the pandemic, but there are many challenging months to come, and seeking support early and as often as you need is the key. If you live with a mental health diagnosis stay connected with your treatment and care plans, and where necessary, incorporate other options to stay well. We will all need a little extra support at this time, so let’s be kind, stay connected, check in with each other, and seek professional help when we need it. If you need crisis support, Lifeline can be contacted 24 hours a day on 13 11 14 Other resources: au.reachout.com www.blackdoginstitute.com.au beyondblue.org.au www.headspace.com

Mildura Health Fund Members who hold Five Star Extras and Mid Extras can access benefits for Clinical Psychology. (Two month waiting periods apply *Benefits and limits are current and correct until March 31, 2021)

FIVE STAR EXTRAS

MID EXTRAS

Limit per calendar year

$650 per person $1300 family

$540 per person $1080 family

Initial consultation

$65

$46

Subsequent consultation

$55

$42

Group consultation

$12

$10 SPRING/SUMMER NEWSLETTER 2020 | 5

YOUR MILDURA HEALTH

WORLD-CLASS HEALTH CARE IN OUR OWN BACK YARD

Terry Buckingham has worked around the world – but he says a decision to “come home” to his local health fund is one he’s never regretted.

Now retired and back in Mildura, the former CSIRO technical officer and Amcor business development manager has been a member of the Fund for more than 20 years and says he’s still surprised by the level of benefits it provides.

DELIVERING EXCELLENCE IN CUSTOMER SERVICE

We thank everyone who participated in the survey, as it assists us to identify

ü Clear member communications ü Written service ü Payment of claims

This has resulted in a growth of net promoter score from 48.1 to 51.2. This means that more members are more likely to refer us to their friends or family members. Like any business, we are not perfect and there are areas of this survey where we would like to improve. This process has been started and we look forward to conducting our next survey to measure our continued improvement and enhance our member experience.

ü Reliability ü Integrity ü Staff – attentive to problems ü Understanding of cover ü Competitively priced

“I think it speaks to the not-for-profit ethos that the Fund and the hospital are here for the members.”

“To me, it’s important that the Fund is a not-for profit. I class myself as ‘back in Mildura’ now, and it’s nice to know that the Fund is benefiting and employing so many local people,” he said.

“While the cost was once the deciding factor in me switching to the Mildura Fund, now my priorities have changed and it’s really important to have control over what I can.” Terry said in his case, having private health cover is mandatory. “It gives me the assurance that if I need to go to hospital, I can go straight away and get the best treatment I can, rather than waiting,” he said.

Terry said the decision to join Mildura Health Fund when he was raising his family in Melbourne is one he has never second-guessed.

“For most medical services and procedures now, we get referred to specialists, and I think it’s also important to be able to stipulate what specialist you will be under.

“At the time, I was with another fund, but, as always when you have a family and costs are going up, you re-evaluate,” he said.

“Your health is something you should not muck around with and we have a fund like Mildura Health Fund available – so it’s silly not to be in it. Private health

NDING VA STA L UT

SP HO

$50 GIFT CARD*

“I was amazed to find out that because my specialist used the hospital’s own anaesthetist, there was no out-of-pocket cost to me at all – I really couldn’t have asked for more,” he said.

“I’m 75 now, and I’m at the time of life when the decisions you made early about your health and looking after yourself hopefully start to pay you back a little,” he said.

Terry has lived back in Mildura for about 15 years and feels it’s now as important as it’s ever been for the local community to have its own health fund.

Attention current Mildura Health Fund members, we are rewarding you! Simply refer a friend or family member today and if they join any of our policies, we will reward you with a

“I had cause to spend a couple of nights in the Mildura Health Private Hospital recently, and I was just so happy with my experience both at the hospital, and with the Fund,” Terry said.

As a keen golfer and regular swimmer, Terry invests in his own health, and believes private health cover is an important part of that investment.

cover is a big investment – but I think you get that back in spades when you need the services.”

2019

KA GE

In January, we conducted our annual member satisfaction survey, which is completed independently by Discovery Research in partnership with Members Health Fund Alliance. For the third year running our members have scored us a 98% satisfaction, which is equal to the best in the industry.

what we do well and what needs to be improved. This survey provides great insight into how we can enhance our member experience. We have used information from past surveys to refine the way we do things and this year’s result has indicated that members have increased satisfaction in the following areas:

For the third year in a row, our members have scored us a 98% satisfaction rating in relation to their overall customer experience with us.

“The reason I chose to switch to the Mildura Fund at the time was because it was the most economical. But I found that the Mildura Health Fund had all the services of the big funds and the level of care was there, even though I wasn’t living in Mildura at the time.

YOUR MILDURA HEALTH

IT AL VIC AC & EXTRAS P

Here at Mildura Health Fund we measure success on member satisfaction, so we know we are doing a good job when our members recommend us to their friends and family. As a member of Mildura Health Fund, you know we are dedicated to delivering outstanding choice, value and service to our members. All the reasons to share the benefits with our Refer a Friend offer. No limits apply, the more members you refer to more you will receive in gift cards.

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SPRING/SUMMER NEWSLETTER 2020 | 7

YOUR MILDURA HEALTH

Anita Richards LEARNING LEADERSHIP IN LOCKDOWN

The 2020 Northern Mallee Leaders’ program has not only honed the skills of our MHF Technology, Training and Development Manager Anita Richards – it’s helped her feel “at home” in her adopted community. Anita got involved in Northern Mallee Leaders (NML) after it was recommended by another member of staff who was involved in the 2019 program.

“I moved to Mildura at the end of 2018, so I was wanting to meet new people and immerse myself in the community – and in some way, make a difference,” Anita said.

I possibly wouldn’t have had the chance to meet. Extending your networks is always beneficial and the interaction with different cultures and backgrounds also opens your eyes to other perspectives.” Anita said the challenges faced during the 2020 NML program also provided a unique learning opportunity. “We’ve become very adept at Zoom meetings! We had only a few face-toface program days before COVID-19 hit, so to say it put a bit of a spanner in our year is an understatement! But like everyone else we’ve had to adapt,” she said. “This year really demonstrates that leadership is about adapting and being

A MESSAGE FROM MARCUS GUTHRIE

“NML has made me look deeper into myself. I’ve found that allowing yourself to grow and be vulnerable is not always a bad thing – strengthening your resilience and adapting to the knocks that life sometimes hands us really does open up opportunities we may otherwise have steered away from.”

“A lot of the participants in the program

Notice is hereby given that the ANNUAL GENERAL MEETING of members of Mildura District Hospital Fund Limited will be held at the Mildura Health Fund, 79 Deakin Avenue, Mildura, on Thursday 22 October 2020 at 5.30 p.m.

3. To approve a Board Limit Resolution that the Number of Directors of the Company to hold office until the next Annual General Meeting be nine. 4. To approve the Remuneration Report: To consider and if thought fit, pass the following resolution as an ordinary resolution: “That the remuneration report be adopted.” 5. To elect members to the Board as per the Nominations called for below.

intention to re-nominate. Nominations for the above Board of Director vacancy, signed by two members and the nominee, must be in the hand of the Corporate Secretary, no later than 3.00pm on Wednesday 7 October 2020. In the event of more than one such nomination being received, an election by ballot of members present at the Annual General Meeting will be held.

BUSINESS

6. To transact any business of which any member has given 14 days notice or referred by the Board.

An explanatory memorandum is available to support this notice of meeting and is available for members upon request.

1. To confirm the minutes of the previous Annual General Meeting.

7. Nominations of and by members are hereby called to fill one vacancy on the Board of Directors.

By Order of the Board of Directors

2. To receive and consider the Statutory Financial Statements, Directors’ Report and External Auditor Report for the year ended 30 June 2020.

Ms. Fiona Wright having completed the elected period of office as defined in the Constitution, automatically retires and is eligible for renomination. Ms. Wright has indicated her

8 | SPRING/SUMMER NEWSLETTER 2020

Undoubtedly this year will go down as one of the most difficult for our entire health care system. But while COVID-19 has challenged Mildura Health Private Hospital (MHPH) and our staff in so many ways, I am proud of how we have evolved, supported our community when it is needed and continued to care for our patients.

Anita said being involved in NML had also expanded her connections to the community.

ANNUAL GENERAL MEETING

MILDURA HEALTH PRIVATE HOSPITAL

“While we haven’t been able to travel and experience some of the program days of previous years, through Zoom, we’ve had opportunities with some speakers who might not have been able to otherwise share with us.

“The program orientations allowed me to understand and get an appreciation for this little nook of the country we call home, and to appreciate the great Sunraysia stories, the amazing Mallee history and the heritage that we have around us.”

MILDURA DISTRICT HOSPITAL FUND LTD (Trading As Mildura Health) ACN: 078 202 089 ABN: 13 078 202 089

CEO

flexible regardless of the challenges, and we’re in a unique learning position of doing the program during a pandemic that is going to define our country.

Mr. G. D. OP DE COUL CHIEF EXECUTIVE OFFICER

The speed with which COVID-19 challenges overtook our thinking and actions is unprecedented. But Mildura Health Fund (MHF) members can be extremely proud of the collaborative and rapid social changes that occurred to protect our community and the measures we put in place as health care providers to mitigate the possibility of a large outbreak in the region. The healthcare system in our region was strengthened by an immediate, collective approach from all health agencies. Our community led the State in this approach, and MHPH stands ready to increase the available bed capacity of the region through the care of COVID-free patients, if required. More generally, we receive continual advice from the Victorian Department of Health and Human Services (DHHS) to guide us on the most appropriate

measures to keep patients, carers, family and staff safe. We have implemented temperature screening upon entry to the hospital and a patient and proceduralist preadmission screening tool, as well as visitor restrictions. I know that these restrictions are challenging when visiting loved ones in hospital, but rest assured that these measures help keep patients and staff safe. Although COVID-19 requires constant attention and consideration, we are also continuing to focus on progressing other areas of our MHPH patient services: • Icon Group is in the final stages of signing off a service level agreement with DHHS to provide radiation oncology services. The Mildura Health Icon Cancer Centre will house the state-of-the-art linear accelerator – the first-ever radiation bunker for our region. It means many patients will no longer need to travel long distances for treatment.

(Plastic and Reconstructive Surgeons), and in coming months Melbourne Ear Nose and Throat Group (MEG). We have also been pleased to welcome a new GP, Dr Tom Gleeson. • We have almost finished our electrical infrastructure upgrade and we have started Architectural working drawings for our new operating theatres, patient recovery areas and central sterile services department. We are confident larger, modernised operating theatres will help us attract additional Specialists to the region. With the appointment of Dr Tom Gleeson, as our on-site General Practitioner, this allows for easy access for treatment in our private hospital. If you’re currently receiving treatment at another hospital or about to have treatment at another hospital and would prefer to have this treatment at Mildura Health Private Hospital, please ring 5022 2611 to discuss your options.

• The new-look and new location for Mildura Health Private Consulting rooms within the hospital continue to receive great feedback from patients and Visiting Medical Officers.

Finally, I would like to recognise the entire team at MHPH for their dedication and quick adaptation to providing healthcare in this evolving environment. The pace of change has been rapid but, as always, our MHPH team is ready and equipped to help our patients.

• New services at Mildura Health Private Consulting include Niche Plastics

Marcus Guthrie CEO, Mildura Health Private Hospital SPRING/SUMMER NEWSLETTER 2020 | 9

Consumer Focus Group Members from L to R: Natalie Johnson, YOUR MILDURA HEALTH Simon Dean, Kendall Livingstone, Neil Kelly and Melanie Petrie.

Tom Gleeson

THE VOICE OF THE COMMUNITY The role of the Mildura Health Private Hospital Consumer Focus Group is to increase consumer, carer and community participation by engaging volunteer members of the community to provide information to the hospital Executive and Board of Directors from a consumer perspective. The members volunteer their time and are essential partners in the delivery of safe, high quality health care. They offer a consumer perspective to organisational deliberations engaging in commentary on patient information and organisational projects such as models of care, major building and business development. Consumer Focus Group members advocate on behalf of Mildura Health Fund members and all consumers, providing information to the hospital Executive on priority areas or matters relevant to service delivery, planning and policy development from a consumer, carer and community perspective.

Focus Group, I have learnt that we have an extensive range of outstanding health care services available in our local district. Specialists that I was not even aware of that we had locally. I have experienced first-hand that the professional standards of our Mildura Health Private Hospital far exceed some of the city hospitals I have recently visited. I am in awe of the drive and passion of the staff at the hospital, their commitment to bringing more health professionals to our local area is compelling. SIMON DEAN Your current role/title: Electrician/ Lineworker Your current business/organisation name: Powercor Australia. Why did you want to become a Consumer Focus Group member? I wanted to become a consumer focus group member to provide a voice for people like myself who pay for private health insurance and due to age/ demographic don’t use the service very much.

NATALEE JOHNSON

What have you learnt about MHPH and/or healthcare in the region since becoming a member? While having only recently joined the consumer focus group, I am learning a lot about what is a complex organisation and opportunities for which people can benefit from being a member.

Your current role/title: Teacher

KENDALL LIVINGSTONE

Your current business/organisation name: Sacred Heart Primary School

Your current role/title: Regional Manager

CONSUMER FOCUS GROUP

Why did you want to become a Consumer Focus Group member? After spending some time at Mildura Health Private Hospital as a patient I felt I could offer some real-life experiences to support the hospital’s Consumer Focus group’s aims/goals. My family are also third generation members of our local health fund, this together with my personal experiences sparked my passion to do what I can to support the growth of our local health care specialists and hospital. What have you learnt about MHPH and/ or healthcare in the region since becoming a member? Since joining the Consumer 10 | SPRING/SUMMER NEWSLETTER 2020

Your current business/organisation name: Monash Rural Health Mildura Why did you want to become a Consumer Focus Group member? After moving from Adelaide 15 years ago, I noticed a disparity in health care for Mildura residents, who often have to travel to a capital city for specialist appointments/treatments. By being part of this group, I can contribute my knowledge and experience to make improvements to services from a consumer perspective and this, in turn, helps the Mildura community. What have you learnt about MHPH and/ or healthcare in the region since becoming a member? Mildura Health Private Hospital

has a number of Specialist Consultants so there is no need to leave Mildura for procedures in gynaecology, oncology, orthopaedic, general surgery, ear, nose and throat and plastic surgery. The GP clinic will be expanding in the future and the hospital is very active with improving its infrastructure so patients receive a high level of care. NEIL KELLY Your current role/title: Owner and Manager Your current business/organisation name: NR & GJ Kelly Plumbing trading as Neil Kelly Plumbing What value do you feel you bring to the hospital as a Consumer Focus Group member? Contribute to the group discussion with feedback from my interactions with other workers and members of the public. What have you learnt about MHPH and/ or healthcare in the region since becoming a member? The amount of progress and building works that actually goes on and what’s in the pipeline.

MEET THE MILDURA HEALTH STAFF

Name: Tom Gleeson Position: GP Time at Mildura Health Private Hospital: 6 months Tell us about yourself? I moved to Mildura at the beginning of 2020 to take up a role in establishing a new general practice at MHPH. I am married with 3 young kids and my wife works as a nurse in the emergency department at MBH. Prior to moving to Mildura I worked in the small country town of St George, Qld (pop 2500) for the last 11 years. I’m very involved in horse sports, particularly thoroughbred racing and breeding and my 3 kids love their pony club! Our family is hoping to settle in Mildura for the long term.

What inspired you to study medicine? I have always been interested in health sciences and medicine was a natural fit for me. My brother is a surgeon and we often joke that growing up we spent a lot of time working in the back of our father’s butcher shop that set us in good stead for a career in medicine/surgery! What do you enjoy about your current role? I really enjoy the variety of my current role. I currently work in general practice, perform gastroscopy and colonoscopy procedures, and also work at the Mildura Base Hospital emergency department. I have the opportunity to look after inpatients at the MHPH which

expect from health services. They provide a quality assurance mechanism that tests whether relevant systems are in place to ensure that expected standards of safety and quality are met.

Your current role/title: Coordinator, Campus Operations Your current business/organisation name: La Trobe University, Mildura Campus

What have you learnt about MHPH and/or healthcare in the region since becoming a member? I have learnt that Mildura Health Private Hospital have a strong emphasis on providing high quality healthcare with the aim to expand on services available to our local community. The hospital listens to feedback from their consumers and acts to continuously improve on the hospital experience ensuring a comfortable and caring environment.

What is your career highlight? The highlight for me was achieving gastroscopy and colonoscopy qualifications. Over a period of 2 years in 2015/16 I spent several months at the Princess Alexandra Hospital in Brisbane to learn the necessary skills to perform endoscopy procedures. This involved extensive training and allowed me to be instructed by some world-renowned specialists in endoscopic procedures. I feel very privileged to have had this training opportunity and I am now one of only a very small number of GPs to have formal qualifications in this area.

I really enjoy as it allows me to provide continuity of care. I like to get to know my patients and their families on a personal level to understand their health needs. What would you say to anyone wanting to study and become a doctor? Go for it! It takes a lot of hard work but it is achievable if you’re willing to put in the effort. It is such a rewarding experience and a privilege to be able to help people when they need it.

QUALITY REPORT

MELANIE PETRIE

Why did you want to become a Consumer Focus Group member? I thought it was a great opportunity to support Mildura Health Private Hospital and be a part of a group that our local community would benefit from.

YOUR MILDURA HEALTH

The eight NSQHS Standards are:

Brenda Evans, Associate Director of Clinical Services/Infection Prevention and Control.

The National Safety and Quality Health Service (NSQHS) Standards were developed by the Australian Commission on Safety and Quality in Health Care in collaboration with the Australian Government, states and territories, the private sector, clinical experts, patients and carers. These Standards are mandated in all hospitals and day procedure services and provide a nationally consistent statement about the standard of care consumers can

• Clinical governance; • Partnering with consumers; • Preventing and controlling; healthcare-associated infections; • Medication safety; • Comprehensive care; • Communicating for safety; • Blood management; • Recognising and responding to acute deterioration. The NSQHS Standards are assessed via the accreditation program which involves trained external auditors assessing the hospital. The assessment involves an on-site visit where the auditors seek evidence of implementation during which time they interview staff, patients, consumer

representatives, review hospital performance data, observe clinical practice, inspect resources and test high-risk scenarios. Assessment to the NSQHS Standards (Second edition) commenced in January 2019 with Mildura Health Private Hospital undergoing assessment by Global-Mark in October. During 2019, Brenda Evans coordinated the quality program within her role as Associate Director of Clinical Services which successfully led the hospital to achieve outstanding results, with all actions of each of the eight standards successfully met. The assessment against the NSQHS Standards and the awarding of accreditation status provides assurance to the community that the hospital has the safety and quality systems / processes in place to meet expected patient safety and quality standards of care. SPRING/SUMMER NEWSLETTER 2020 | 11

YOUR MILDURA HEALTH

Digital correspondence If you would like to receive your remittances, email surveys and other fund correspondence electronically rather than by mail, your contact details must include a current email address and a mobile number to allow the Fund to send you emails and text messages.

PROUD MEMBER OF THE COMMUNITY

You can visit the Mildura Health Fund website, click on the Member Login Button to register, go to My Details – Change your details and enter your contact email and mobile phone number or email your details to mhf@mildurahealthfund.com.au

Above: Age care residents enjoying the Generations Music Program.

Mildura Health Fund is a proud member of the community and loves to give back to a range of not-for-profit sporting clubs, organisations and charities. This year the Fund supported the Generations Music Together program. Generations Music Together is a local music and arts-learning program for children aged up to five years and their families. The program empowers parents as first educators to support children’s physical, language, social and emotional development, in a fun, supportive environment. Set in Aged Care facilities, weekly sessions by trained facilitators strengthen intergenerational community connections and support residents’ wellbeing. Residents have regular, meaningful engagement with families, reducing social isolation. They actively participate in the sessions, increasing their physical activity through music and movement.

Generations Music Together is a mutually beneficial program, where the strengths of one generation support the needs of the other. The initiative has been running for almost two years in local aged care facilities – Chaffey Aged Care in Merbein and Jacaranda Village in Red Cliffs. It is driven by Hands Up Mallee, delivered in collaboration with local community organisations, businesses and Aged Care facilities. Hands Up Mallee is a social impact initiative working to create systems of change to address complex social issues in the Mildura community. The COVID-19 restrictions (which began in March) had a huge impact on how the program is delivered. But Generations Music Together was quick to adapt and moved online. Residents were able to join weekly sessions using iPads, with the program supporting participating families to strengthen their relationships. Ensuring

that the music and connection continued safely through the pandemic plays an important role in reducing social isolation and anxiety, boosting our community’s wellbeing. Hands Up Mallee Project Officer Catherine Thompson said the smiles on residents’ and families’ faces tell the story of the importance of maintaining connections during this unusual time. “Mildura Health Fund generously made a financial donation this year to support the Generations program. The program relies on funding, grants and donations to provide equitable access for families who may not otherwise be able to participate,” Ms Thompson said. Hands Up Mallee and its partners are proud to be able to support our community in this deeply worthwhile way.

ABN 13 078 202 089

79 Deakin Avenue, Mildura Vic 3500

220 – 228 Thirteenth Street, Mildura Vic 3500

PO Box 5046, Mildura Vic 3502

PO Box 751, Mildura Vic 3502

T 03 5023 0269

T 03 5022 2611

E mh@mildurahealth.com.au

E mhf@mildurahealthfund.com.au

E mhph@mildurahealthprivatehospital.com.au

12 | SPRING/SUMMER NEWSLETTER 2020