WULEMPURI - KERTHEBA
YOUR QUALITY ACCOUNT 2018-19 Incorporating the Director’s Report
07
HOW WE WORK WITH YOU
15
HOW WE’RE IMPROVING
19
HOW WE WORK TOGETHER TO CARE FOR YOU
CONTENTS
ABOUT WULEMPURI KERTHEBA: NORTH RICHMOND COMMUNITY HEALTH North Richmond Community Health is in the North Richmond Housing Estate on Wurundjeri land. Staff and Board Members of Wulempuri - Kertheba acknowledge the Wurundjeri people, the traditional custodians of the land we work on. We respect the land in honour of the Wurundjeri Ancestors, who cared for this land for thousands of years. Wurundjeri Senior Elder Doreen Garvey-Wandin named Wulempuri-Kertheba, which means ‘staying healthy together’ in the Woiwurrung language. We work with everybody in this community and we try to deliver services that work for all people regardless of all backgrounds. 02
Wulempuri - Kertheba: North Richmond Community Health
02 About Wulempuri-Kertheba: North Richmond Community Health 04 Our 2018-19 achievements at North Richmond Community Health 06 About this Report 06 A report from the Executive Management Team
07 SECTION 1:
How we work with you to improve our services
07 We use interpreters and translated documents to communicate and give you information in your language 08 Our Health Translations online library 08 Client experience survey 09 What did you tell us? 10 Accessing our health service 11 How we involve you in the planning of our services 11 Using technology to support our community 12 Sharing our resources with the community 13 How different generations can learn from each other 14 The Multicultural Health and Support Service working with our community
15 SECTION 2:
How well we meet your needs and improve the quality of our services
16 Telling us what you think about our service 18 Dental Health client story 18 Our effective quality and monitoring systems
19 SECTION 3:
How our different services work together to improve your experience as a client
19 Supporting our staff in understanding the National Disability Insurance Scheme (NDIS) 20 Medically Supervised Injecting Room 22 Dental care for our community 24 The Inner Melbourne Post Acute Care Program (IMPAC) has supported our community for 21 years 25 New nurse role to improve client experience 26 Weekly visits from Orange Sky’s free laundry and shower service for our clients 26 Play Picnic Group 27 Promoting Health Literacy on Drop the Jargon Day 28 Rainbow Connections: A space for young people with multiple identities 28 The Week Without Violence Event 28 Richmond Seniors Club 29 Finding a home in Victoria – multilingual resource 29 The stories behind our volunteers and why they give back to our community 32 Financial statements
Our Mission To work in partnership with culturally and socially diverse communities to promote and improve: equity, health, and well-being.
Our Vision To be an innovative organisation, responsive to and supportive of community needs and aspirations, open to change and challenges.
Our Values Innovation, embracing diversity, equity of access, organisational learning, respect for others, openness, connectedness with our community.
Sứ Mệnh Của Chúng Tôi Hợp tác với các cộng đồng đa dạng về văn hóa và xã hội để thúc đẩy và cải thiện: sự công bằng, sức khỏe và phúc lợi.
Tầm Nhìn Của Chúng Tôi Trở thành một tổ chức sáng tạo, đáp ứng và hỗ trợ các yêu cầu cũng như nguyện vọng của cộng đồng, đón nhận sự thay đổi và thách thức.
Giá Trị Của Chúng Tôi Đổi mới, đề cao sự đa dạng, công bằng trong tiếp cận dịch vụ, học hỏi cách tổ chức, tôn trọng lẫn nhau, công khai, liên kết với cộng đồng.
我们的使命 与文化和社会多元化社区合作 来促进和改善公平性，提高健 康和幸福水平。
我们的愿景 成为一个创新的机构，积极回应 和支持社区的需要和期望， 勇于面对变化和挑战。
我们的价值观 创新，接受多样性，公平获 取，组织学习，尊重他人， 开放，与我们社区的联系。
Our strategic goals
Khởi Đầu Chiến Lược
Client Experience
Trãi Nghiệm Của Khách Hàng
We want to understand what people want from their experience with us and strive to make it happen.
Hiểu nhu cầu của khách hàng thông qua trãi nghiệm của họ với chúng tôi và cố gắng đáp ứng các nhu cầu này.
从客户体验中了解他们的需求， 并努力实现这些需求。
New and different approaches
Phương Pháp Mới Và Khác Biệt
新的和不同的方法
We want to build new and different approaches into our services and programs, the ways and places we work, and where we obtain our resources.
Xây dựng các phương pháp mới và khác biệt trong các dịch vụ và chương trình chúng tôi cung cấp, cách thức và địa điểm chúng tôi làm việc, cũng như nơi chúng tôi có được nguồn lực của mình.
Working in Partnership
Hợp Tác làm việc
合作伙伴
We want to build a partnership approach into all that we do with people and communities, staff and volunteers, funders and other organisations.
Tăng cường hợp tác trong mọi hoạt động với mọi người và cộng đồng, nhân viên và tình nguyện viên, các nhà tài trợ và các tổ chức khác.
在我们与他人和社区、工作人 员和志愿者、资助者以及其他 组织所做的一切工作中建立合 作伙伴关系的方法。
策略性措施 客户体验
建立的新的和不同的方法融入 到我们的服务和项目，工作的 方式和地点，以及我们获取资 源的实际情况中。
Quality Account 2018-19
03
OUR 2018-19 ACHIEVEMENTS AT NORTH RICHMOND COMMUNITY HEALTH
We have
300 staff who care for our clients
Our Allied Health team saw
821 clients
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 Fitzroy and Richmond Dental clinics were visited by
6,700 clients
They keep older people safe, active and healthy at home 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
04
451 clients
They also delivered groups on wellbeing and social topics such as a group for women and a Richmond seniors group
Wulempuri - Kertheba: North Richmond Community Health
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) Quality Account 2018-19
05
ABOUT THIS REPORT THIS REPORT TELLS YOU WHAT WE’RE DOING TO MAKE SURE YOU GET SAFE, HIGH QUALITY HEALTHCARE. IT ALSO GIVES YOU INFORMATION ABOUT OUR PERFORMANCE AND HOW WE’RE TRYING TO IMPROVE. We worked with our community to understand what they would like to see in this report through our staff, consumers and our Health Literacy program at North Richmond Community Health.
The report has three sections:
1 2 3
How we work with you to
improve our services
How well we meet your
needs and improve the quality of our services
How our different services
work together to improve your experience as a client
A REPORT FROM THE EXECUTIVE MANAGEMENT TEAM In 2019 North Richmond Community Health (NRCH) proudly celebrates 45 years of continuous service to our community. North Richmond Community Health was established in 1974, then known as the North Richmond Family Care Centre, with the purpose of servicing the healthcare needs of the newly established Langdon Park public housing estate in North Richmond. Recognising the multicultural characteristics of the community NRCH was the first community health service in Victoria to employ interpreters as members of staff. NRCH also recognised the importance of multidisciplinary team-based care. In 1974 the service employed both clinical staff and staff that addressed the broader social needs of the community. Our values have always included a commitment to equity, inclusion, social justice, embracing 06
Our values have always included a commitment to equity, inclusion, social justice, embracing diversity, respect for others, openness and connectedness with our community. These values underpin our work today.” diversity, respect for others, openness and connectedness with our community. These values underpin our work today. In the 2018 – 2019 period, we have witnessed the most significant growth in our 45 year history. In the past year our budget grew by approximately 30% and staffing numbers expanded by approximately 40%. This growth was primarily as a result of the establishment of the Medically Supervised Injecting Room, Victoria’s first injecting room. There has also been significant growth in allied services to families and children and to older persons, medical services and other core NRCH programs.
Wulempuri - Kertheba: North Richmond Community Health
NRCH is fundamentally committed to safety for all and always improving the quality of our care. NRCH is also committed to addressing the broader social needs of our community and contributing to achieving their aspirations. We take this opportunity to thank all our staff for their professionalism and compassionate care. We thank the Board for their leadership and wise counsel. We also thank the Victorian Government for their ongoing support of our services. Finally, we thank all our wonderful volunteers that contribute so much to our services and provide the vital connection to clients and the community. We look forward to working together to meet our mission.
SECTION 1:
HOW WE WORK WITH YOU TO IMPROVE OUR SERVICES We use interpreters and translated documents to communicate and give you information in your language
We deliver services to many clients who speak a language other than English. We do this because the medical research says clearly that clients stay healthier when we communicate in the language they’re most comfortable with. This makes them more confident to understand treatment options, make decisions and ask questions. North Richmond Community Health employs three interpreters to aid communication with the
Vietnamese
1015 1005
1004
1033
01/07/2017 to 30/06/2018
01/07/2018 to 30/06/2019
Number of contacts
Number of contacts
As shown in the below graphs, the use of these interpreters increased in 2018-19 from the previous year.
1200
1025
985
We call on high quality external interpreters when other languages are needed. As shown in the below graphs, the use of these interpreters increased in 2018-19 from the previous year.
Hakka
1035
995
main languages our clients speak. One speaks the Hakka language and two speak Vietnamese.
1180 1160 1140 1120
1153
1190
01/07/2017 to 30/06/2018
01/07/2018 to 30/06/2019
Quality Account 2018-19
07
Our Health Translations online library We know that Australians get more than 80% of their health information online. When people speak a language other than English they need high quality translated information. The Centre for Culture Ethnicity and Health (CEH) manages the Health Translations website which has over 20,000 health and wellbeing online resources in over 100 languages. We use this online library resource to give our clients information in their language.
Figure 1: The Health Translations homepage
CLIENT EXPERIENCE SURVEY Every year we are involved in the Department of Health and Human Services survey. This is an important survey to hear from our clients so that we can continue to improve our services. This year 96 clients responded. They came from a range of backgrounds. We’re happy that we got such a broad range of opinions on our service. This helps us plan and manage our services better for all our clients.
20%
20%
8%
53%
of our clients needed help understanding English
speak a language that is not English at home
are Aboriginal or Torres Strait Islanders
did the survey through an interpreter
08
15%
8%
5%
are homeless
are lesbian, gay, bisexual, transgender, queer, questioning or intersex
are refugees or asylum seekers
Wulempuri - Kertheba: North Richmond Community Health
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
N
YA: Yes, always
YS: Yes, sometimes
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
N
YA: Yes, always
YS: Yes, sometimes
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
N
YA: Yes, always
YS: Yes, sometimes
N: No
Quality Account 2018-19
09
Figure 2: New televisions to better communicate with you
YOU TOLD US WE NEED TO IMPROVE IN THESE AREAS You told us we need to make North Richmond Community Health a more inviting and welcoming environment We’re reviewing how we can be a more inviting service for you. We are engaging with our clients on our consumer advisory committees, through staff and external experts. In 2018 we introduced a new full-time security worker to manage the safety of clients. He welcomes clients into the centre and makes sure that people in the centre behave appropriately.
You told us we need to provide you with a written copy of your health care treatment plan We’re working with our programs to ask you what information is important to you and how you want to receive it.
You told us that we need to make our reception and waiting areas less cluttered Our communications team have improved our client spaces.
We have new documents to guide staff on how to present information for you We have three new televisions to display client information and messages about our services The televisions have replaced many posters to help make it a more welcoming environment for clients. We are continuing to review how we can be a more inviting service for you.
Accessing our health service In the survey you told us we need to improve our medical appointment booking system. In April, we changed to a new booking system designed to be easier to use and understand. We can now send you SMS text messages when we have important news or need to remind you about appointments or test results. The use of SMS has increased efficiency for both staff and clients. We also introduced a self-service check-in station for clients who prefer this system. This has noticeably reduced waiting times at our medical reception. Figure 3: Our new self service check-in system 10
Wulempuri - Kertheba: North Richmond Community Health
HOW WE INVOLVE OUR CLIENTS
IN THE PLANNING OF OUR SERVICES
We believe that all people should have access to health care. We also want our clients to be involved in their care and treatment. One way to be involved at North Richmond Community Health is by working with us to design and plan our services. There is a group of service users who meet every month to think about how we can improve services. This group have identified their goals. These goals are: Being a voice for our Alcohol and Drug community Having a say in things at North Richmond Community Health Making things better for the Richmond community – make it a safer place for everyone Bringing ideas to the service and being part of the solution
Figure 4: Members from the Consumer Advisory Group working with NRCH to improve services
Being productive and getting things done Letting people know who we are and what we are trying to accomplish. Their current and future work: Designing a group logo and slogan to promote the role within the Alcohol and Drug community Designing a tee-shirt to wear at events such as the North Richmond Community Health Centre barbeques Reviewing documents such as brochures, forms and policies for services at North Richmond Community Health
Recommending service improvements which are then passed onto the teams to consider and implement Considering the type of training to work with North Richmond Community Health as a client representative group Involvement in development and delivery of our staff training.
Using technology to support our community These videos are on our televisions in the North Richmond Community Health waiting areas. The videos are also accessible to people who are hearing impaired on the Health Translations website at: www.healthtranslations. vic.gov.au/bhcv2/bhcht.nsf/ htsearchresults? The videos were made by the Centre for Culture, Ethnicity and Health (CEH) . They feature four people, of Vietnamese, Croatian, Syrian and Egyptian-Italian backgrounds, sharing their experience of living or caring for someone with a disability.
Figure 5: A still from the Vietnamese video produced by the Centre for Culture, Ethnicity and Health Quality Account 2018-19
11
SHARING OUR RESOURCES WITH THE COMMUNITY This year our Centre for Culture, Ethnicity and Health (CEH) Project Officer ran two information sessions with the Australian Hazara Women’s Friendship Network in Dandenong. We introduced a group of thirty women to our Health Translations online library. These sessions showed some members of the Hazara community the health and wellbeing information that is available in their language. The group identified resources that covered issues of concern to them, such as child health, exercise and nutrition. They learned that they could access information in video, audio and text format. Many women found the Finding a Home in Victoria resource in Dari and other information around the Victorian housing system particularly useful. 12
Wulempuri - Kertheba: North Richmond Community Health
How different generations can learn from each other In 2019, students from Richmond High School joined seniors from our English Conversation Group to practise their Mandarin writing and speaking skills. The school students interviewed each of our senior group members by completing a fun activity called People Bingo. There were big smiles across the room as North Richmond’s Mandarin-speaking seniors shared stories and answered questions with the students. Many people said it was uplifting to see community members from different generations and cultures developing strong connections and showing great respect for one another.
I am delighted to see the smiles and interactions between the children and the people from North Richmond Community Health. It went beyond my expectations and was such a great experience for all involved.” Tong Lin Richmond High School’s Head of Chinese
Figure 6: Josephine (top) and Elisabeth (bottom) are volunteers and Richmond residents. Both are both multilingual qualified teachers who facilitate the English Conversations Group
We also enlisted the help of one of our local Chinese clients who was keen to teach his calligraphy skills to the students. This man has been a client of our centre’s Occupational Therapy, Physiotherapy and exercise groups, but was unable to attend our services this year due to health issues. This has left him feeling lonely. However, after his calligraphy lesson, other members of our English Conversation Group have asked him to teach them the art of calligraphy. This provides an opportunity for him to share his skills and reconnect with his local community. This event was successful and we hope to partner with the school again soon.
Figure 7: Senior Volunteer teaches calligraphy to Richmond High School students
Quality Account 2018-19
13
THE MULTICULTURAL HEALTH AND SUPPORT SERVICE (MHSS) SERVICE WORKING WITH OUR COMMUNITY People from refugee and migrant backgrounds are more likely to be at risk of complex physical and mental conditions. They face barriers to accessing health care after arrival in Australia.
Our Multicultural Health and Support Service:
Our Multicultural Health and Support Service is a program within the Centre for Culture, Ethnicity and Health working with communities and health professionals to improve the health of people from refugee and migrant backgrounds, asylum seekers and international students. Our service aims to prevent sexually transmissible infections (STI) and blood borne viruses (BBV). It also provides alcohol and drug support.
runs community education sessions for young people runs workshops for workers in the health and welfare services co-ordinates and supports community members to engage their communities on sexual health discussions works with communities on health promotion projects is co-ordinating a new drug and alcohol issues project for young people and community.
Figure 8: Workshops run by the Centre for Culture, Ethnicity and Health (CEH) 14
Wulempuri - Kertheba: North Richmond Community Health
SECTION 2:
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
Standards
Services covered
Outcome
Next due
National Safety and Quality Health Service Standards (NSQHS) National Safety and Quality Health Service Standards (NSQHS) Quality Improvement Council (QIC) Standards
Dental Services
Met all standards in September 2019 Met all standards in July 2019
September 2022
Focusing on the needs of clients 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.
Australian General Practice Accreditation Limited (AGPAL) National Disability Insurance Agency (NDIS) The Aged Care Standards
Medically Supervised Injecting Room
July 2022
Community:
Conditionally September met all 2022 Allied Health standards Community Nursing upon 1 Counselling and corrective Casework action in Inner Melbourne September Post Acute Care 2019 program Centre for Culture, Ethnicity and Health General Practice Met all June Medical Services standards in 2020 June 2017 Allied Health – Early Childhood Early Intervention (ECEI) Team Community Home Support Service (CHSP)
Met all standards in May 2019
May 2022
Met all standards in June 2017
June 2020
Continued on page 16 Quality Account 2018-19
15
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 Our leaders have managed the recent growth of services and staff 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
Develop projects to make the service more welcoming, inclusive and accessible 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 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
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.”
which are reviewed by our management team and responded to by our CEO
7written ideas about how we can improve our service 16
A large number of our clients tell us how good it is to access our services for treatment
Wulempuri - Kertheba: North Richmond Community Health
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
Figure 9: A poster displaying client feedback for our Alcohol and Other Drugs service
Quality Account 2018-19
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Dental Health CLIENT STORY STEVEN IS 26 YEARS OLD AND LIVES IN ROBINVALE, A REMOTE TOWN AT THE NORTH-WESTERN BORDER OF VICTORIA AND NSW. He’s been receiving care from our dental team since he was 14 years old, through an outreach program we run with the Murray Valley Aboriginal Cooperative. Each month, several members of our dental team travel to Robinvale to provide dental treatment to the community where it is hard for them to access dental care. Steven has received care from several members of our dental team. OUR ORAL HEALTH COACH showed Steven how to look after his teeth OUR HYGIENIST cleaned Steven’s teeth to help maintain the health of his gums OUR DENTIST helped to check his teeth, work out his teeth problems and give him the dental care he needed OUR ORTHODONTIST fixed his uneven teeth and jaw. Steven experienced problems with his teeth growing up. With assistance from our dental team, Steven has been able to improve the health of his teeth.
OUR EFFECTIVE QUALITY AND MONITORING SYSTEMS When something goes wrong our staff report the error or near-miss as an incident in an electronic system. It is widely recognised as an important way for improving safety in healthcare, and many countries have their own incident reporting systems. At North Richmond Community Health, we use an electronic reporting system called the Victorian Health Incident Management System (VHIMS) to record:
clinical incidents
hazards
client feedback
We understand that incident reporting is important in making sure that everyone has a clear picture of where we went wrong and where we are getting it right. Importantly, incident and feedback information collected in VHIMS helps us work out where we need to improve. We then review our practices, policies and procedures and staff training. Over the 2018-19 financial year, North Richmond Community Health had 240 clinical, staff and hazard incidents.
A new hand hygiene poster in our dental service In 2019, we designed a new hand hygiene poster with our dental clients. The poster encourages our clients to ask if our staff washed their hands before working with them to ensure good hand hygiene. It is one of the ways we aim to maintain our excellent level of hand hygiene practices at North Richmond Community Health.
Steven appreciates his dental team coach Lulu who helped him take better care of his teeth. He also is no longer anxious about appointments and feels at ease whenever he needs treatment by our staff.
18
staff incidents
Wulempuri - Kertheba: North Richmond Community Health
SECTION 3:
HOW OUR DIFFERENT SERVICES WORK TOGETHER TO IMPROVE YOUR EXPERIENCE AS A CLIENT
Supporting our staff in understanding the National Disability Insurance Scheme (NDIS)
The Centre for Culture, Ethnicity and Health (CEH) reached out to other North Richmond Community Health teams to answer their questions about the National Disability Insurance Scheme. It was also a chance for North Richmond Community Health staff to discuss their cultural knowledge of disability and how it can make
it harder for a client to engage in the NDIS scheme. CEH met with our North Richmond Community Health Counselling, Maternal and Child Health staff and our doctors. Our CEH project officer also worked with North Richmond Community Health and St Vincent’s colleagues (Inner Melbourne Post-Acute Care Team) to collect client experience stories to use in future training for NDIS providers. Quality Account 2018-19
19
Figure 10: City of Yarra Mayor Danae Bosler with Medically Supervised Injecting Room Medical Director Nico Clark
MEDICALLY SUPERVISED INJECTING ROOM The City of Yarra had the most heroin-related deaths in Victoria between 2009 and 2017 – one of the reasons North Richmond was chosen as the location for Victoria’s only medically supervised injecting room (MSIR).
The MSIR opened on 30 June 2018 for a two-year trial. In its first year of operation out of a transitional facility, it demonstrated it is doing exactly what it was designed to do – save lives. In 2018–19, more than 2,900 people registered to use the service and staff safely managed over 1,230 overdoses, some of which may have otherwise been fatal or resulted in serious injury. The MSIR is located on the North Richmond Community Health site and provides visitors with a wide range of dental, medical, social, legal and mental health services on-site. This is unique to North Richmond as no other injecting room in the world, to our knowledge, has this one-stop facility. In 2018–19, staff provided 5,082 on-site health and social support interventions to clients, and 1,393 referrals to co-located services and clinics, and external services. In July 2019, the MSIR moved to a larger facility. The larger space allows for 20 injecting positions 20
Our clients often present with multiple and complex health needs that are not being met in traditional care. Since the medically supervised injecting room opened, we have safely treated hundreds of overdoses, many of which may have resulted in permanent injury or death. As a unique integrated health service, we are able to easily link people to the support they need. Because of this we have seen many clients improve their health and wellbeing, in some cases stop using drugs, gain employment, reunite with loved ones, and escape situations of family violence.” Dr Nico Clark Medical Director of the medically supervised injecting room
and more consulting spaces, increasing our capacity to provide clients with access to other health and wellbeing services. We continue to work with a range of people and organisations to deliver this vital service. This includes a growing number of other health and social services, the Department of Health and Human Services, Victoria Police, Ambulance Victoria, local schools, Yarra City Council, residents and our clients.
Wulempuri - Kertheba: North Richmond Community Health
It is important that a society includes and supports its most at-risk individuals and that is why we extend compassion, care and resources to all of our clients and continue to work with the community to address drug-related harm in North Richmond. We are proud of what the MSIR has achieved so far. An independent review will work out if the service is meeting its goals.
OUR MSIR CLIENT STORIES
1 A female in her 40s was a patient of one of the MSIR GP clinics from October to early December. She was homeless when the GP first met her, carrying all her belongings in a large bag and trolley. She had been a victim of trauma following the violent death of one of her children. Initially, she only visited the GP through the MSIR clinic. Over time the GP was able to gradually transfer the majority of her care over to the main practice at NRCH. The GP was able to liaise with her previous GP and collaborate with other staff to ensure she had appropriate healthcare. MSIR staff assisted her to find secure housing. The stability of a home has been key to establishing her treatment on methadone to address her heroin dependence. Further, the GP was able to treat her asthma effectively, excise a suspicious pigmented lesion from her back (subsequently found to be benign) and is currently arranging for her to have hepatitis testing.
2 A 43 year old Aboriginal male with no fixed address and recently released from prison in June 2018 attended the MSIR. He reported using methamphetamine weekly, cannabis daily and heroin twice a week. In December 2018 he was hospitalised due to an accidental overdose off-site. He linked in with a ReGen Alcohol and Drug worker at the MSIR and expressed interest in ceasing his drug use. Since then he commenced Suboxone treatment, which is used to treat opioid addiction, and successfully completed an intake and assessment for further drug and alcohol treatment. He has commenced drug and alcohol counselling and has been referred to a residential rehabilitation program.
Figure 11: The medically supervised injecting room moved to a new building in July 2019
Quality Account 2018-19
21
DENTAL CARE FOR OUR COMMUNITY
We provide dental services in a friendly, modern environment at our North Richmond and Fitzroy clinic. Our dental team works with our clients to give them the best possible value and long-lasting improvements in oral health.
Who is coming to our dental services? Dental data for 2018-2019
6,741
clients treated
We offer the following dental services:
visits
We see people from more than
children’s dental care
150
cleaning and gum health decay management
fillings
different postcodes statewide
denture health care tooth extractions
smoking cessation relief of tooth pain.
22
17,040
67%
of our clients have a mental health condition
245
Aboriginal and Torres Strait Islanders
Wulempuri - Kertheba: North Richmond Community Health
Refugee = 189 Asylum seekers
= 82
Homeless or at risk of = 206 homelessness Child or young person in residential care = 19 Youth justice client in custodial care Mental health client = 1108 Intellectual disability client = 25 Eligible pregnant women = 11
Top five preferred languages in 2018-2019 other than English were:
638 (9.7%) Vietnamese 198 (3.0%) Greek
198 (3.0%) Mandarin 106 (1.6%) Hakka 99 (1.5%) Italian
Educating our community about good dental health We celebrated Dental Health Week at North Richmond Community Health. To celebrate we held activities and workshops at the centre to raise awareness and educate our community on the importance of good dental health. We invited Guardian Early Learning Centre Richmond for our Eat Well Brush Well workshop and also invited local senior residents to our Healthy Mouth Healthy Life workshop. These workshops were run by our dental staff who did an amazing job of educating our community on the importance of dental hygiene and overall health and wellbeing.
What a random sample of clients say about our oral health service in 2018/19
of 96% 216
people
told us they got what they wanted from their visit
of 92% 216
people
told us they feel welcome
of 94% 216
people
told us they feel cared for during their treatment Quality Account 2018-19
23
THE INNER MELBOURNE POST ACUTE CARE PROGRAM (IMPAC) HAS SUPPORTED OUR COMMUNITY FOR
21 YEARS
For 21 years, the Inner Melbourne Post Acute Care Program (IMPAC) has been supporting people when they come home from hospital. The program’s success lies in how we coordinate and deliver our services to help purchase the care that the person needs. This means people get the help they need quickly. Our team consists of: care coordinators nurses occupational therapists physiotherapists
support workers administration and reception staff a program manager.
Program snapshot for 2018-2019
We supported just over
2,000 people
in the cities of Melbourne, Boroondara, Yarra and the southern half of Darebin People were referred to us from
30 hospitals and
community health centres
44%
9,400 services purchased to support our clients at home:
of our referrals were from St Vincent’s Hospital
40 new clients were referred to us each week
Figure 12: The Inner Melbourne Post Acute Care team
24
We had
Wulempuri - Kertheba: North Richmond Community Health
3,200 1,100 1,350 personal care visits
4.5%
nursing visits
physiotherapy visits
of our clients are homeless
TONY’S STORY
KATHY’S STORY
My name is Tony and I have had help from the IMPAC team on and off since early this year after I was diagnosed with cancer.
My name is Kathy and I care for my mum who was diagnosed with dementia 10 years ago.
Things have been pretty tough and I have had to go into hospital a few times unexpectedly when I was really sick. Even though I was determined to cope by myself, hospital staff told me about the program. It was the really practical things that they could help with that were great. For me, it was the shopping, as I just wasn’t able to do it myself.
Mum was unwell recently and in hospital. I was worried about her. I felt she was still really sick and that I wasn’t being listened to by the medical staff in the hospital - they weren’t using a Greek interpreter to assess my mum properly.
I no longer have my voice as a result of the treatment so we communicate by email and this works really well for me. I could not have coped without their assistance during this period, as particular attention must be paid to my dietary needs. I cannot thank IMPAC and their staff enough for the assistance provided. They are exceptional, indeed extraordinary when it comes to catering for the needs of those who require their services.
Mum was discharged home on the Geriatric Evaluation Management Program at Home (GEM@home) and I also received support from Fiona at IMPAC. Fiona clearly explained the steps and different services. She was connected to the GEM@home program, which made me feel a huge sense of relief. Fiona encouraged me to do something for myself and take a break from caring for mum. If Fiona wasn’t there, it would have been a huge black hole. Just saying, ‘if there’s anything I can do, please don’t hesitate to call’ was such a relief. She made me feel very supported and reassured. I had associated the need for help with not coping, but I realised that the support that was offered validated my existence, that we are part of a community. I am well because of the support I got from people like Fiona and the IMPAC program.
New nurse role to improve client experience In June, our nursing team grew to include a triage nurse. The purpose of our triage nurse is to assess our medical clients to work out the urgency and level of care required for the client at that time.
Figure 13: North Richmond Community Health’s nurses
CLIENT STORY 1 On one occasion, our reception team received a phone call from a client’s concerned family member. Our receptionist, who was concerned for the client’s wellbeing, transferred the call to the triage nurse. The patient was indeed very ill and our concerned triage nurse decided to do a home visit to assess the client in person.
CLIENT STORY 2 Once the triage nurse arrived, it was clear that the patient needed urgent medical attention. Our nurse then called for an ambulance; she stayed with the patient and family member until the ambulance arrived. Our patient has made a full recovery.
One of our clients fell over as she was leaving her dental appointment. The client was upset, but our triage nurse was able to assess her to make sure she hadn’t hurt herself. Quality Account 2018-19
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WEEKLY VISITS FROM ORANGE SKY’S FREE LAUNDRY AND SHOWER SERVICE FOR OUR CLIENTS Orange Sky is on site each week at North Richmond Community Health with ‘Sadie’ and ‘Monty’ to connect friends on the street by providing free mobile laundry and shower services. They pride themselves on having genuine and non-judgmental conversations with our clients. They focus on creating a safe, positive and supportive environment for people who are too often ignored or who feel disconnected from the community. Their volunteers are not social workers or experts on homelessness – they are empathetic listeners and great conversationalists.
Why are your six orange chairs so important? It is here where their volunteers and our clients are able to connect through conversation - sometimes they chat about the weather, other times it’s about what happened in the sport over the weekend. Regardless of the topic, it’s providing a positive connection back to the community for a person doing it tough.
Figure 14: Orange Sky visiting NRCH – connecting friends on the street by providing free mobile laundry and shower services
Play Picnic Group Our Child Health and Development team runs a Play Picnic group for families with young children who may be fussy or limited in their food choices. At the Play Picnic Group the children sing, play and learn about food. At the same time their parents learn new ideas for their children’s meals. Children are able to experience different foods – including different tastes, textures and ways of experiencing food. Our team of dietitians, speech pathologists and occupational therapists facilitate the group. The program’s activities encourage speech and language skills, play skills 26
and social connection, while also promoting the children’s positive experiences with a variety of foods. The group encourages parents to boost theirs and their child’s imagination and break down barriers to food through play. The majority of parents were highly satisfied with the program and achieved the goals they set for themselves or their child. The program continues to evolve each term, based on feedback from families and continued reviews by our therapists.
Wulempuri - Kertheba: North Richmond Community Health
Figure 15: Children experiencing food in new ways at our Play Picnic Group
PROMOTING HEALTH LITERACY ON Drop the Jargon Day is a day for professionals in Australian health, community services and local government to practice plain language.
Many Australians have trouble understanding and using information provided by organisations.
The research tells us that
6 out of 10 people in Australia
We know that when we use health jargon, technical terms or acronyms, it can be hard for people to understand and use information appropriately. At North Richmond Community Health, we make a pledge each year to ‘drop the jargon’’ to make it easy for our clients to understand health terminology.
We know that better health literacy practice at North Richmond Community Health can improve our clients’ health outcome. We are fortunate to have The Centre for Culture, Ethnicity and Health (CEH) at North Richmond Community Health to offer health literacy training for our staff. The CEH team also reviews our consumer information before our clients see it on our walls and televisions.
have low health literacy The CEH team has trained many of our staff including our communication team to use plain language when developing our public-facing information on our:
Website Televisions PLEDGE TO DROP THE JARGON
Posters Client inside our brochures buildings
Use plain language in all communications – with other staff and with clients Not use acronyms Explain medical and other technical terminology Check that information has been understood by your clients Work with a professional interpreter when your clients have low English proficiency Politely point out when your colleagues use jargon
Figure 16: Dropping the Jargon at NRCH Quality Account 2018-19
27
Figure 17: A Rainbow Connection workshop creating space for young people
Figure 18: NRCH supporting the Week Without Violence campaign
THE WEEK WITHOUT VIOLENCE EVENT RAINBOW CONNECTIONS: A SPACE FOR YOUNG PEOPLE WITH MULTIPLE IDENTITIES LGBTIQ multicultural youths are using art to tell their stories in a new project run by the Centre for Culture, Ethnicity and Health’s (CEH) Multicultural Health Support Service. Young people from migrant and refugee backgrounds have to navigate the different cultural spaces that exist between family, friends, workplaces and public spaces. The voices of LGBTIQ multicultural youths are often not heard. These young people may also face hurdles in being able to express and live their identity. In an attempt to shine a light on the LGBTIQ multicultural youths, the Multicultural Health Support Service initiated the Rainbow Connections project. The project was able to engage with a number of young people to help create a website resource for LGBTIQ youth. The website empowers LGBTIQ youth by promoting and celebrating diversity. The project is ongoing and we encourage young people to submit new content to the site. People can send their contributions as audio, visual, text or video. You can access this resource here at: www.rainbowconnections.ceh.org.au 28
Wulempuri - Kertheba: North Richmond Community Health
North Richmond Community Health’s Counselling and Casework Program runs a yearly event for the Week Without Violence, primarily through the Clothesline Project, which focuses on raising awareness about family violence. Family violence takes a profound and long-term toll on women and children’s health’s and wellbeing. Our Week Without Violence event provided a safe place for women and children to find support and engage in various therapeutic activities.
Richmond Seniors Club This year, we’ve re-launched the Richmond Seniors Club. Local residents aged 65 and above are invited to meet at our community space every third Wednesday to socialise over morning tea. The club is a friendly and open space for locals to build connections with one another. It’s also a fantastic opportunity to keep up to date with health information presented by health professionals from North Richmond Community Health’s and external agencies on topics relevant to their needs. Figure 19: NRCH staff sharing health information with our Richmond seniors
Finding a home in Victoria – multilingual resource In 2018, our Centre for Culture, Ethnicity and Health (CEH) developed an online resource called Finding a home in Victoria. The resource helps newly-arrived refugee communities understand the housing sector in Victoria, their rights renting a property, and finding a service that can support them in case something goes wrong. Finding a home in Victoria was developed with people from the Syrian, Afghan and East African communities, who shared their experience of the rental market and living in overcrowded households on arrival. It has been translated in Arabic and Dari. To locate this resource go to: www.ceh.org.au/resource-hub/finding-a-home-in-victoria-multilingual-resource/
THE STORIES BEHIND OUR VOLUNTEERS AND WHY THEY GIVE BACK TO OUR COMMUNITY “More than just fixing teeth, I give life advice” “I live in the street at the end here. I’ve worked as a dentist since 1971, and retired nearly six years ago from private practice. Volunteering here, I do orthodontics. What I enjoy about volunteering is giving back. Also, there’s a sociability factor with it; mixing with other people you would otherwise not be in contact with. Another thing that I’m pleased to have had an opportunity to do is to direct the future endeavours of a couple of kids that I’ve worked with. I’m always giving advice - it’s a big part of what I do. I’m currently raising money on a project for mobile dental equipment and I hope to have this nailed by Christmas.”
Brian
Optimism, kindness and determination Loraine has volunteered at North Richmond Community Health for about 18 years. She began volunteering for Hydrotherapy sessions to heal a medical condition. Since then, Loraine has helped countless community members across several groups and projects. Loraine’s optimism, kindness and determination inspires so many community members across Melbourne, including the staff of North Richmond Community Health. Loraine
Continued on page 30 Quality Account 2018-19
29
Transferring skills from retail into tutoring “We both hated working in retail, and that’s what we bonded over. But you get good people skills on the job, you learn patience. We worked in the city, and we had to learn how to communicate with different types of people - there wasn’t a day that we had the same kind of customers. It’s kind of the same thing when we volunteer here. We often have parents coming in with limited knowledge of English, and they’ll try to communicate what they want their kids to do, and we’ll try likewise to communicate with them too.
Madalyn and Genna
You build relationships and trust with certain kids. You learn how to talk to them in a way they can understand better. Although they’re just kids, you’ve got to talk to them like they’re little adults. It’s long and hard work, but it’s important.”
From cancer research to aspiring doctor “I think it’s one of those things that helps your soul, makes you feel good, and also helps direct your life. Instead of working for a paycheck, you’re working for what you want to get out of life. I met my husband at university back home in the United States (he is from here) , who’s from here. So I decided to make a giant life change and moved here in December 2015. Although moving here has been really hard, it’s been a blessing in disguise not staying on my career path in research. I didn’t have a ton of time while at university, and now that I’ve had the time to slow down,
I felt that volunteering was something I wanted to dedicate a decent part of my time to, and it’s been rewarding. Volunteering at medical reception in the public health sector, I get to see doctors who care about the people in the low socio-economic groups, and it is something I find inspiring. It’s something I want to do.
Rowan
In the States, everything is privatised, and a lot of marginalised groups don’t have access to health care. I believe healthcare is a basic human right.
I’ve taken this year off working because I’ve applied to medical school. I’m waiting for interviews at the moment.”
From student to volunteer in the homework club “I used to live here in Richmond. My Grandma still lives here in the commissioned flats.
What was difficult about learning at home was that my parents never had formal education coming from East Timor. When I saw a volunteering opportunity online for this homework program in the community I grew up in, it felt perfect. It was like a wholesome cycle. I attended a similar homework program growing up where my sisters, cousins and I went every Friday night, and there were high school and university students there to help us.
Fiona 30
Growing up in that sort of program, I’ve become so
Wulempuri - Kertheba: North Richmond Community Health
much more grateful for having an education - that’s what I really got out of the homework program. Now I have the opportunity to spread that message. It’s rewarding and fulfilling connecting with students who are like me - I was in that same position. I’m now a Second Year Commerce student at Melbourne University. I hope that they’ll grow up and say, ‘She had an impact on me.’ To offer such needed services to kids who otherwise wouldn’t have that opportunity, to even have a safe place to do your homework, is incredible.”
“Volunteering was my healing process” “When you give to others, you don’t throw a pity party for yourself. I think volunteering was a healing process for my resentment.
Snowy
At North Richmond Community Health, I volunteer in the Richmond Seniors Club and the English Conversation Group.
But I made a generational decision to come back here, which I’m glad about. I still miss my friends.
In my own time, I also give additional English classes to some of the students. I’ve been volunteering here for 5 years. I also volunteer for City of Melbourne Tourism free walking tours and visitor centre. I’m like a professional volunteer.
Since I sold everything there, I had to work, but it was difficult getting a job at my age. At one point I was unfairly dismissed from my job and represented myself in court. I also became homeless at another point, which I never thought I would ever be in my life.
About 10 years ago, I decided to come back to Australia so my daughter (whom I adopted in South Africa) could complete her education here. I sold everything in South Africa – my apartment, my business, everything. It was hard coming back because everything was going great for me there.
But because of what I’ve been through, I have compassion for people. I now know how easily it can happen. Giving back to the community has helped me a lot. In volunteering, you feel like part of a team, you feel appreciated, and you build relationships here.”
Helping the community through communication I didn’t realise how big the centre was and how many services are offered – the injection rooms is just a small part of what this centre does. Dental services are a big thing here, which I think is great because its access and affordability is probably a greater public health issue.” Blake
Being a part of the communications team here is good. Through hearing the life-stories of other volunteers I would otherwise not have had the opportunity to interact with, I’ve learnt that I’m not alone with my struggles.” Meg
Blake and Meg
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DIRECTOR’S REPORT for the year ended 30 June 2019 The Directors of North Richmond Community Health Limited (NRCHL) are independent and serve on the Board of Governance in a voluntary capacity. NRCHL does not provide any remuneration for carrying out Director’s duties. The table below provides a comprehensive list of Directors during the 2018-2019 financial year, including dates of appointment and/or resignation, together with relevant qualifications and experience.
Name Chris Altis Chairperson Dr Xue Li Zhao Deputy Chairperson
Appointment as Director
Resignation as Director
13/12/2011
Chris has worked in the health policy sector at senior levels for over two decades at state and federal government levels.
Re-appointed 9/12/2017 27/11/2010
Retired medical professional who is an active member of local North Richmond community groups.
Re-elected 21/10/2016 23/07/2009
Wei Bin Xia
Hatice Yilmaz Chairperson Remuneration and Nomination Subcommittee (RANSC) Tim O’Leary Chairperson, Financial Risk and Financial Audit sub-committee (FARSC) Tat Hian (Paul) Tchia Chairperson
Bachelor of Science in Textile Designing Engineering and active involvement in the Melbourne Chinese Singing and Dance Troupe Inc and Richmond Joy Choir Inc.
Re-elected 25/09/2019 (1 year extension) 27/11/2012
Qualified electrician, Office of Housing Community Liaison Committee, volunteer for numerous community groups.
Re-appointed 22/11/2016
Tim has experience as a CEO, board director and policy consultant in community and public health, acute hospitals, psychiatric services and local government.
22/11/2016
16/02/2009 Re-elected 04/09/2015
25/09/18
Well-respected and very active member of the North Richmond community. Retired member of the Macau Police Force.
25/09/18
Former school principal in East Timor and well respected by many former students and their families who now reside in the North Richmond community.
26/07 /19
Active member of local North Richmond community groups. Retired senior engineer, volunteer of The Salvation Army, Richmond; Founder of the Chinese Elderly Association Richmond and current Vice President.
16/02/2009 Kiang Seng Nheu
Re-elected 04/09/2015 10/12/2013
Shan E Shen
Re-appointed 25/10/2016
Hui Zhang
22/10/2016
26/07/19
Jin Lin
17/10/18
26/07 /19
Guo Ping Xu
17/10/18
26/07 /19
32
Qualifications and Experiences
Wulempuri - Kertheba: North Richmond Community Health
Corporate Governance Statement Legislative Structure North Richmond Community Health Limited became a Company Limited by Guarantee on 16th February 2009, and is registered with the Australian Investments and Securities Commission (ASIC) under the Corporations Act {Commonwealth) 2001. This change also brought with it a change of name from North Richmond Community Health Centre Incorporated to North Richmond Community Health Limited (NRCHL). In early 2013 NRCHL became a registered Charity with the Australian Charities and Not-For-Profits Commission (ACNC). ACNC Annual Information Statements have been lodged for each calendar year since 2013 in accordance with prescribed time lines. Annual compliance has also been received by the Department of Health and Human Services (DHHS) for monitoring of community health centres registered under The Health Services Act 1988. The Board of Directors has ultimate responsibility for governance at NRCHL and align themselves with best practice corporate governance principles of accountability, transparency, risk management, confidentiality and fiduciary duties.
Membership Membership of NRCHL is divided into the following classes of membership: Voting Members; Associate Members (non-voting); and Life Members.
There was no prescribed annual subscription fee for any class of membership during this reporting period.
Liability of Members and Winding-up Guarantee As a Company Limited by Guarantee, the liability of all classes of membership is limited. Every member undertakes to contribute $1.00 to the assets of the Company if it is wound up while he or she is a member, or within one year afterwards of the time of current membership. Current membership numbers as at 30 June 2019 totalled 248, therefore, the total amount that members of the company were liable to contribute at that date was $248.
The Board’s Role at NRCHL The Board at NRCHL has the following main objectives: Reviews the medium and long-term goals of NRCHL as outlined within a clearly defined strategic plan and accompanying operational plan, and gives recommendation for change and updates in consultation with the executive management team as needed. Approves budgets. Provides oversight of organisational Risk. Monitors business performance and ensures that NRCHL is compliant with regulatory obligations. Appoints and evaluates the role of CEO. Has a clearly defined delegations policy.
Is aware of its duties and responsibilities, such as the need to comply with ASIC, ACNC, and other community health sector related regulatory bodies. Has a range of skills, knowledge and experience to achieve NRCHL’s purposes, directions, and representation of the local community. Ensures there is adequate financial management reporting and regular updated financial statements. Establishes subcommittees in areas of Financial Risk/Financial Audit, and Remuneration and Nomination. Makes provision for succession planning.
Measurement of Performance Performance is monitored and measured at regular intervals throughout the year through a range of reporting exercises that are determined by funding agreements, accreditation reviews and reports, financial measures, and client and community satisfaction feedback. Strategic plans focus on three-year projections whilst five-year projections are incorporated within the financial management process to provide guidance on areas such as cash flow management, investment opportunities, and solvency of the company for trading. The company is expected to continue to provide community health and related services in future years on as funded by the Victorian State Government and other parties.
Quality Account 2018-19 – Financial Statements
33
34
Wulempuri - Kertheba: North Richmond Community Health
STATEMENT OF PROFIT OR LOSS AND OTHER COMPREHENSIVE INCOME for the year ended 30 June 2019 2019 $
2018 $
15,741,935
11,204,130
Client’s fees
494,008
520,422
Consultancy contracts
294,615
262,508
Service fees
340,200
341,910
Interest
101,953
91,011
Rental
185,822
237,017
Proceeds from sale/trade-in of fixed assets
30,500
9,478
Donations
12,600
200
Other sources
93,472
116,383
17,295,105
12,783,059
(12,530,028)
(8,311,908)
Agency staff and consultants
(2,101,960)
(1,513,150)
Employee benefit provisions
(462,957)
(193,640)
Depreciation
(183,221)
(188,224)
(2,583,151)
(1,777,693)
(17,861,317)
(11,984,615)
Surplus (Deficit) from operating activity
(566,212)
798,444
Surplus (Deficit) for the year
(566,212)
798,444
Other comprehensive income
0
0
(566,212)
798,444
INCOME Government grants
TOTAL INCOME EXPENSES Personnel cost
Other recurrent costs TOTAL EXPENSES
TOTAL COMPREHENSIVE INCOME
Quality Account 2018-19 – Financial Statements
35
STATEMENT OF FINANCIAL POSITION as at 30 June 2019 2019 $
2018 $
1,371,275
1,363,320
486,854
647,842
42,018
33,529
Other financial assets
4,662,395
4,160,750
Total current assets
6,562,542
6,205,441
571,936
573,013
571,936
573,013
7,134,478
6,778,454
Trade and other payables
1,701,223
1,227,430
Provisions
1,756,825
1,473,745
3,458,048
2,701,175
457,341
291,977
457,341
291,977
TOTAL LIABILITIES
3,915,389
2,993,152
NET ASSETS
3,219,089
3,785,301
3,069,089
3,635,301
Capital reserves
150,000
150,000
TOTAL EQUITY
3,219,089
3,785,301
ASSETS CURRENT ASSETS Cash and cash equivalents Trade and other receivables Inventories
NON-CURRENT ASSETS Property, plant and equipment Total non-current assets TOTAL ASSETS LIABILITIES CURRENT LIABILITIES
Total current liabilities NON-CURRENT LIABILITIES Provisions Total non-current liabilities
EQUITY Accumulated surplus
36
Wulempuri - Kertheba: North Richmond Community Health
STATEMENT OF CHANGES IN EQUITY for the year ended 30 June 2019 Accumulated Surplus $
Capital Reserves $
Total Equity $
2,936,857
50,000
2,936,857
798,444
-
798,444
-
-
-
TOTAL COMPREHENSIVE INCOME FOR THE YEAR
798,444
-
798,444
Transfer from surplus to capital reserves
(100,000)
100,000
-
Balance at 30 June 2018
3,635,301
150,000
3,785,301
Balance at 1 July 2018
3,635,301
150,000
3,785,301
(566,212)
-
(566,212)
-
-
-
(566,212)
-
(566,212)
-
-
-
3,069,089
150,000
3,219, 089
Name Balance at 1 July 2017 Surplus/(Deficit) for the year Other comprehensive income for the year
Surplus/(Deficit) for the year Other comprehensive income for the year TOTAL COMPREHENSIVE INCOME FOR THE YEAR Transfer from surplus to capital reserves Balance at 30 June 2019
Quality Account 2018-19 – Financial Statements
37
A BIG THANKS TO THE STAFF WHO COMPILED YOUR QUALITY ACCOUNT 2018-19: Melissa Elliott Quality and Risk Manager
Francesca Chong Marketing and Communications Manager
WE WELCOME YOUR FEEDBACK We hope you enjoyed the 2018-19 Quality Account. We would appreciate your feedback on this publication and any suggestions for our future reports.
Jolyon Burford CEH Trainer and eLearning Developer (checked for health literacy)
LOCATION 23 Lennox Street, Richmond Victoria 3121 CONTACT 9418 9800
ourcentre@nrch.com.au Quality and Risk Manager North Richmond Community Health 23 Lennox Street, Richmond Victoria 3121
9428 2269
Interpreters available
North Richmond Community Health (Wulempuri-Kertheba) stands on the traditional land of the Wurundjeri people.
Design by 38
Wulempuri - Kertheba: North Richmond Community Health