Royal Dental Hospital of MelbourneDomiciliary Services

School Dental ServicesOral Health Promotion

Quality of Care 2004A Report to our community

seservrvices victoriaces victoria

A message from Dental Health Services Victoria’s CEO and Chair, Quality Committee

Our Commitment to Quality 1

Listening to our Community 1

Caring for Victoria’s Preschoolers 2

Introducing the Defenders of the Tooth 3

Caring for Victoria’s School Age Children 4

Aaron’s Story 5

Caring for Victoria’s Adults 6

Is gum disease affecting your general health? 7

Caring for our Older Victorians 8

Caring for people with Special Needs 8

Olga’s Story 9

Providing you with… 10

• A safe environment• Dedicated & professional staff • A Quality Framework

Evaluation

DHSV Clinic Locations 11

Contents

Dental Health Services Victoria (DHSV)is both a provider and purchaser ofpublic dental services for the state of Victoria.

As a provider, DHSV offers a range of general and specialist dental careservices through the School DentalService, The Royal Dental Hospital of Melbourne and DHSV’s Adult Dental Clinics.

As a purchaser of Adult Dental Services,DHSV's core responsibility is to ensurethat there is a fair and equitabledistribution of public money beingutilised in the most effective andefficient way possible.

As part of our commitment to thecommunity, we are dedicated tomonitoring and improving the quality of care received by our patients. The DHSV Board has a QualityCommittee to ensure DHSVmanagement provides high quality, safe care to all our patients.

This Quality of Care report provides uswith an opportunity to demonstrate thiscommitment to the community.

Since our last report, DHSV has beensuccessfully accredited. This wasachieved through the EQuIP program of the Australian Council on HealthStandards (ACHS). This is exciting newsand validation from an external bodythat as an organisation, we maintain ahigh quality in all our activities. DHSV is the only statewide public dentalorganisation to receive accreditation.

The processThis process commenced with a selfassessment, followed by an ACHSsurvey. Areas that were reviewedincluded Continuum of Care, Leadershipand Management, Human Resources,Information Management, ImprovingPerformance, Safe Practice andEnvironment. It was clearly evident to

the survey team that DHSV hadinvolved staff across the organisation in quality improvement activities,reinforcing a culture of continuousimprovement. The survey team werevery complimentary about DHSV’sachievements over the past 18 months.

It doesn’t stop thereThe survey recommendations were used to identify areas for improvementand to develop a plan to further improveour service. Regularly assessingperformance against this quality planensures ongoing monitoring of patientcare and service delivery.

We trust you find this report informativeand look forward to receiving yourfeedback to assist us with futureimprovements.

Robyn Batten

Chief Executive OfficerDr Fred WiddopChair, Quality Committee

1

Our Commitment to Quality As part of our strong commitment toquality services, in 2002 DHSV started itsaccreditation process using Evaluationand Quality Improvement Program(EQuIP) through the Australian Councilon Health Care Standards (ACHS).

This commenced with a self-assessment, where we were asked toreview all areas of service. An externalsurvey was then conducted throughoutthe entire organisation. This involved a team of external examiners, to ensure that high levels of safety andquality services were being delivered to all patients.

In September 2003, we were notifiedthat we had achieved accreditation andwould be surveyed again in two years.

The external assessors were verycomplimentary about DHSV’sachievements and commitment toquality improvement. In many areas the external surveyors increased ourinitial self-assessment score.

Some examples of the areas tested were:

• Ready access to information aboutour services.

Achieved: by providing informativebrochures on the treatment weprovide, eligibility and how to contact us.

• The provision of safe, quality andprofessional care.

Achieved: by developing policies,procedures and guidelines fortreatment and services we offer and ensuring these are adhered to.

• Improved communication systemsbetween staff and patients.

Achieved: by encouraging andmonitoring patient feedback. Forexample our communication,compliment and complaint forms.

• Ensuring the provision of strongleadership and management.

Achieved: through the establishmentof a new governing structure that will be continually evaluated.

• Ongoing training and developmentfor staff.

Achieved: staff are encouraged toidentify areas of training to assistthem in their roles and have theopportunity to attend both internaland external courses.

• Continual improvement of ourservices.

Achieved: the quality plan identifiesareas for improvement and provides a framework and timelines for this to occur.

• Improvements in technology.

Achieved: keeping up to date withtechnological advancements; forexample a specific dental treatmentrecord program is now in use toprovide patient treatment informationthat is quickly and easily accessible.

The accreditation and qualityimprovement programs have beenpositive for both staff and patients. Staff have a better understanding oftheir roles and how they can improvethe services and therefore better meetthe needs of our patients.

DHSV will continue to focus onimproving the quality of care andservices provided to our patients. Thiswill occur by continually reviewing ourpolicies and procedures and receivingfeedback from our patients.

Listening to ourCommunityDHSV strongly believes that betterhealth outcomes and quality of care can be achieved by directly involvingour patients in their care.

This is why DHSV is committed toincreasing public involvement at alllevels of the organisation. The feedbackwe receive encourages us to review the services we offer. We advocateactive involvement at all levels ofdevelopment, implementation andevaluation of health strategies andprograms. We know that this process is integral to our success.

A DHSV community participation policy has been endorsed by the board and a plan to implement thispolicy is currently being developed.

The Community Advisory Committee(CAC), established in March 2001,advises the board on ways to improvecommunity participation. The CACcomprises nine members, representingdifferent areas of the community andalso provide us with links into a widerange of networks.

Through their feedback the CAC hassupported improvements in thefollowing:

• Improved access for our wheelchairpatients.

• Improved content in the brochures we produce, making them moreinformative and easier to read.

One of the ways you can tell us about our service is through the‘complaints, communication andcompliment form’; available from all clinics and dental vans.

seservrvices victoriaices victoria

Incorporating…

The Royal Dental Hospital of Melbourne

School Dental Service

Mobile Domiciliary and Special Needs Services

Ballarat Community Dental Clinic

Brimbank Community Dental Clinic

Hamilton Community Dental Clinic

Ozanam Community Dental Clinic

Wangaratta Community Dental Clinic

2

Caring for Victoria’sPreschoolers

Early ChildhoodIt’s hard to believe, but according toDHSV figures, almost half of Victoria’spreschool children suffer from dentaldisease. This means pain, sleeplessnights and in some cases major dentaltreatment including the extraction ofteeth under general anaesthetic. Notgood news for someone who hasn’teven learnt how to read or write yet!

Despite increasing communityawareness, 80 per cent of these cases go untreated, leading to evenbigger problems as these children grow into adults.

Unfortunately for children living in rural areas (non-fluoridated regions),the rate of decay is much higher.

"Don’t worry it’s only your baby teeth…"- a common misconception.

The truth - baby teeth (deciduous teeth)play a vital role in a child’sdevelopment. Adult teeth will only formand grow correctly when the baby teethhave been well maintained.

What do we do?DHSV’s Health Promotion Division is responsible for promoting theimportance of good oral health through community awarenessprograms, designed to inform andeducate both children and adults. In addition to this, Health Promotion is responsible for supplying thecommunity with information in support of water fluoridation.

What does fluoride do?

Decay is caused by sugary acids thatattack the surface of the tooth. Fluoridelimits the production of acid andprevents dental disease.

Since the introduction of communitywater fluoridation to Melbourne in 1977, the rate of decay in Victoria hasdramatically decreased. According to DHSV figures, six-year-old childrenliving in fluoridated areas haveexperienced half the tooth decay ofthose living in non-fluoridated areas.While Melbourne’s twelve-year-oldsexperience 38 per cent less decay in their adult teeth.

Did you know?

• Water fluoridation is non-toxic.Around 75 per cent of Victorians drink water with either naturallyoccurring or added fluoride.

• Community water fluoridationreduces the prevalence of dentaldecay in both children and adults,regardless of socio-economic statusor access to care.

A good start in life.The majority of Victorian preschoolersspend much of their day at childcare orpreschool centres, providing an idealenvironment in which to educate themabout important health messages.

Health Promotion provides centres witha range of educational tools including:

1. Oral Health Promotion: A Resource

Pack for Children’s Services

Developed as part of the Victorian OralHealth Promotion Strategy 2000-2004and funded by the Department ofHuman Services, this pack is designedto complement an early childhoodhealth program. Its main aim is toeducate young children and their carersabout DHSV’s key oral health messages:Eat Well, Drink Well, Clean Well, PlayWell and Stay Well.

It is also a key tool for the Smiles 4 Miles pilot program that linkstreatment for preschoolers to oralhealth promotional messages andactivities. To date the resource pack hasreceived some very positive feedbackfrom its users and is available to allchildren’s service centres.

2. Teeth: Oral health information for

maternal and child health nurses

This resource pack helps to supportnurses in identifying oral health issuesas well as promoting good oral healthhabits.

3. Oral health promotion for the

population – water fluoridation

DHSV strongly supports the fluoridationof water supplies as a safe and effectiveway of improving oral health for thewhole population.

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FluoridatedDec 2003

Non FluoridatedDec 2003

Percentage of Victorian 5 Year Olds with Decay ExperienceFlouridated vs Non-Flouridated areas

%

3

Tooth decay most often occurs in young children when they have high sugar diets. When a child drinks from a bottle containing fluids other than water, acid is createdand begins to attack the surfaces of the teeth. This is thebeginning of the decay.

If decay continues, it can result in the teeth appearingbrown or black. Sometimes this decay can become sosevere that it can reach the nerve in the centre of the tooth and might create an infection.

To protect your child from decay it is important to:

• Feed your child under adult supervision – when yourbaby has had enough take the feeding bottle away.

• Ensure that your baby’s bottle only contains breast milk,appropriate infant formula or cooled boiled water.

• Avoid putting your baby to bed with a bottle.

• To comfort your baby or provide your baby with extrafluids, only use cooled boiled water in the bottle.

• Introduce a feeding cup to your baby from six to eightmonths. In most cases the bottle can be discarded by theage of 12 months.

• Encourage your child to drink tap water when thirsty.

Protect your child from Tooth Decay

4

Caring for Victoria’sSchool Age ChildrenFrom July 2003 to June 2004, theSchool Dental Service (SDS) providedcare to over 88,000 school childrenthrough mobile dental vans and clinicslocated throughout the State of Victoria.

Services and care provided includedental check ups, oral health promotion,fluoride treatments, dental sealants,fillings, extractions, x-rays and cleaning.

In the past the SDS has essentiallybeen a mobile dental service. Since the mid 90’s this has been changing and has helped to address one of the most common complaints; thedifficulty experienced by some parentsin locating the nearest SDS clinic/van.DHSV is committed to improving SDSso that we are more visible in thecommunity and able to provide carefrom state of the art facilities.

Work commenced in 2003 to design andbuild three prefabricated dental clinics.These facilities are planned to reachcompletion by 2005. The developmentof these clinics will enable us to replacethree mobile treatment dental vans.Throughout the state, the number ofclinics (37) now outweighs the numberof mobile dental vans (34).

Permanent SDS sites located withinother health services will enable parentsand children to locate us more easily,particularly in an emergency situation. It also provides parents with anopportunity to become more involvedwith their child’s dental health,improving their access to the dentalcare provider, to discuss their children’sdental treatment. This year saw theopening of the Brimbank Dental Clinic in St Albans. Next year the plan is toopen two more co-located clinics in Box Hill and Ashburton.

In 2002, patients were surveyed by SDS and were overwhelming in theirrequest for more information about the service. In response to this theSchool Dental Service ParentInformation brochure was redesigned.The new brochure was market testedwith parents and staff in both the ruraland metropolitan areas of Victoria.Feedback from both groups wasincorporated into the design and the brochure is now in circulation.

The SDS continues to collect feedbackthrough a complaints, communicationand compliments form. This formcontinues to be a simple but effectivetool for our patients and their families to provide feedback about the servicesthey have received through the SDS.These forms provide a valuable insightinto the views of our consumers.

The positive effect that complimentscan have on staff should not beunderestimated.

"Wonderful service, with gentle, patient and professional staff. Thank you for taking such great care of my son." The complaints,communication and compliments form is a welcome initiative providingstaff with positive reinforcement that is making a difference.

During the past 12 months, additionaldental assistant support for dentaltherapists was introduced. Commencingin October 2003, this initiative is beingprogressively implemented to increaseefficiency, enhance the quality of patientcare and provide greater patient accessto services.

MunchGirl, WaterBoy and BrushBoyare DHSV’s super heroes -TheDefenders of the Tooth. Their mission –to spread the word to all Victorianchildren that good oral health equalsbright smiles and less tooth decay.

"Choose wisely when it comes to what

you put in your mouth," says Munchgirl

who promotes healthy eating.

When it comes to keeping your teethclean Brushboy leads the way,encouraging kids to brush at leasttwice a day.

"Sugary drinks will only let you down,"

Waterboy says. "Drink fluoridated

water for strong healthy teeth."

The Defenders have been created to

give people working with children

access to a range of materials that

promote oral health in a friendly and

fun way. The range of resources

available to schools and preschools

include colouring sheets, swap cards,

posters, tip cards, fact sheets, water

bottles and lunch boxes.

In 2004-05 the super heroes will befocusing on raising awareness aboutthe final key messages around dentalvisits, healthy habits and playing safely.

The Defenders of the Tooth areintended to reach more than tenthousand children each year throughpre-school programs, School DentalServices, the Royal Dental Hospital ofMelbourne and health promotionevents throughout the state.

For more information please contactthe Health Promotion Unit at The Royal Dental Hospital of Melbourne on (03) 9341 1105 or via emailhealthpromotion@dhsv.org.au

Introducing the Defenders of the Tooth

A recent arrival from a war torn country, Aaron’s teeth were in urgent need of attention.

His parents were desperately trying to alleviate his painthrough alternative methods, even attempting to removethe offending tooth themselves.

Speaking very little English, the family had no idea of thefree dental services available to them.

The school welfare officer contacted SDS staff whoimmediately arranged an appointment for Aaron.

Needless to say, by the time Aaron was referred to the SDS he was extremely irritable, in pain and scared.

The first visit was used to organise a three-way interpretertelephone consultation that enabled staff to record anaccurate medical history, as well as explaining to theparents and Aaron the treatment required.

Unfortunately, Aaron was very upset and refusedtreatment. The staff needed to adopt a different approach.They arranged for the parents to bring Aaron into the clinicfor short visits to familiarise him with the surroundings and encouraged some simple role playing, (not to mentiongiving away a few extra stickers).

A series of appointments were then organised with an on-site interpreter and through these, Aaron becamefamiliar with staff and the dental routine and was eager to return. With patience, persistence, flexibility and staffdedication, all treatment was successfully completed.

Providing care to children with dental needs from culturallyand linguistically diverse backgrounds can be complex and is always highly rewarding.

* Note- Names used in this article have been changed to protect the privacy of our clients.

Aaron’s story

5

6

Caring for Victoria’s Adults

Dental Care for AdultsDHSV treats Victoria’s adult communitythrough the Royal Dental Hospital ofMelbourne (RDHM), Adult DentalService and Community Dental Program (Health Purchasing andProvider Relations).

The Royal Dental Hospital of Melbourne (RDHM)The RDHM is Victoria’s leading teachingfacility, working in partnership with theUniversity of Melbourne and RoyalMelbourne Institute of Technology.

Located in Carlton, the dental hospital is the state’s leading centre for specialist care.

Many patients around the state arereferred to the hospital where a range of specialist services are provided to the community including:

• Endodontics – root canal treatment.

• Oral Medicine – diseases of the lips,cheeks, tongue and jaw joints.

• Oral Surgery – complex proceduresinvolving teeth, mouth or jaws.

• Day Surgery Unit – surgicalprocedures under general anesthetic.

• Orthodontics – tooth straightening.

• Pediatrics – treatment for childrenwith complex medical problems.

• Periodontics – treatment of gumdisease.

• Prosthodontics – providing dentures,crowns and bridges.

Specialists provide care between9.00am and 5.00pm on weekdays forhealth care and pension card holderswho have been referred for treatment.

The Dental Hospital also providesemergency services, availableeveryday from 8.00am to 9.15pm to allVictorians. A triage system is in placeto ensure priority treatment is providedto those patients who have the mostserious problems.

The hospital also provides generaldental care through its UndergraduateTeaching Clinic (UGTC); where dentalstudents treat patients under thesupervision of a dental professional.Treatment is provided free of charge,with waiting times shorter than mostpublic clinics. To be eligible patientsmust meet strict criteria and attendregular screening sessions.

Quality Improvements at RDHM

in 2003-04:

The implementation of new patientregister sheets have helped to improvecommunication between patients andstaff. DHSV plans to further develop theelectronic appointment system,ensuring that patients who requireemergency treatment can arrange forappointments, rather than risk longwaiting times.

To improve services, the referral formwas redeveloped, providing staff withmore useful information for accessingreferrals. Based on priority, all referralsare assessed to allocate patients to themost appropriate dentist.

In 2003-04 DHSV recruited additionalspecialists in the fields of Endodontics,Oral Surgery, Orthodontics andPeriodontics.

Special emphasis was placed on oralmedicine in an effort to address awaiting list of almost 800 patients and afifteen-month delay to receive care. Theimprovements have brought the waitinglist down to 27 patients, and care is nowreceived within a month.

Keeping up with all of the latesttechnological advances is a priority anda variety of new equipment has beenpurchased for the operating theatresand many specialist areas.

Adult Dental ServicesThe Adult Dental Service providesemergency and general dental care,including restorative and dentureservices, through community dentalclinics in:

• Hamilton

• Brimbank, St Albans

• Ballarat

• Wangaratta

• Ozanam House, North Melbourne

General and Emergency services areavailable to all eligible Victorians.

Community Dental Program -Health Purchasing andProvider Relations (HPPR)HPPR plays an important role inensuring quality dental care is providedto the community, through its purchaseof quality products and services fromapproximately 60 public clinics and theprivate sector. HPPR is also responsiblefor the purchasing of special needsservices and services for the oldercommunity.

Some of HPPR’s services include:

• Ensuring a fair distribution of publicmoney used to provide dental care inthe local regions.

• Randomly conducting assessments ofits providers.

• Providing agencies with quarterlyquality reports, enabling them toreview the dental outcomes of theirclients.

• A managerial team who focus onestablishing relationships withindividual agencies, to better improveservices.

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Undergraduate Teaching ClinicsNumber of individuals treated

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Oral Medicine Waiting List

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Oral Medicine Waiting List2003-04

7

Gum disease, or periodontitis, has long been associated with poor brushing and flossing techniques.Symptoms such as bleeding gums, bad breath, loose teeth and recurrent swelling can often cause greatdiscomfort. Despite this, few people realise the impact that advanced gum disease may have on other aspects of their overall health.

Recent studies in Europe and America have linked gumdisease with heart problems as well as contributing topremature and underweight babies. While research is still continuing, there is a growing belief that poor oralhygiene may have a significant impact on general health.

What can you do?

- effective cleaning methods (talk to your dentalpractitioner)

- daily flossing with the correct technique

- regular visits to your dental practitioner to check for symptoms

Gum disease, for the most part is preventable. If youbelieve that you may be suffering from any of thesesymptoms, ask your dental practitioner to check your gums during your next appointment. They can also provide you with information on prevention and check for some of the early symptoms.

Is gum disease affecting your health?

8

Caring for OlderVictorians DHSV’s Oral Health Promotion Unit hasbeen responsible for the developmentof the following community awarenessand education programs to assist olderVictorians.

Oral Health for Older People: A

Practical Guide for Aged Care Services

was developed as part of the VictorianOral Health Promotion Strategy GrantsProgram. Developed specifically forcarers, it is a step towards increasingthe promotion of oral health,particularly for those who arehomebound or are being cared for inaged care facilities. It includesinformation about oral diseases andprevention, nutrition, hygiene andpublic and private dental services.

Donate A Day – Talking Teeth wasdeveloped to increase oral healthpromotion within the community andcalled on the expertise of a range ofdental professionals. Over the past year,dental professionals donated part oftheir day to present information tailoredto a range of groups in the community,including older Victorians and carers inaged care facilities.

Over 2,000 community participantsbenefited from the education andinformation that was delivered.

Taking Dentistry on the RoadDHSV provides dental services to olderVictorians who are no longer able toattend dental clinics. In most cases,aged care facilities and nursing homescannot provide the specialised dentalcare these patients need. TheDomiciliary Unit (mobile dental unit)caters for these patients and goes along way towards improving theiroverall quality of care.

To improve services in South-EastMelbourne and the MorningtonPeninsula a fourth domiciliary unit was established in early 2004. Althoughstaff recruitment is still in progress, the creation of this unit has allowed for full coverage of metropolitanMelbourne. There are plans to furtherextend these services to some ruralareas with high needs.

To improve daily oral care, a projectutilising the services of a dentalhygienist was established in early 2004.A dental hygienist has a major role inteeth cleaning and providing advice topatients. The domiciliary staff havebeen heavily involved in a trial, which is focusing on three aged care facilities in southern metropolitan Melbourne. It is hoped that this exciting project willestablish protocols for an ongoing rolefor hygienists in the provision of care to our older population.

Caring for people with Special NeedsThe Special Needs Dentistry Unit was established to provide a service for members of our community who,due to disabilities, cannot receive the specialist care they need throughgeneral practice.

The hospital staff first recognised thisneed when they treated patients withphysical, psychological and intellectualdisabilities who became agitated andfrightened when they encountered newexperiences – such as a visit to thedentist. Staff came to realise thatcreating a stable environment wouldalleviate much of this nervousbehaviour and make examination time apositive experience for patients.

Every aspect of the service wasexamined to ensure that the needs of patients were being met. Forexample, much of the communication is not through speech, but instead signlanguage and simple gestures neededto be used.

Unlike many general practices,appointments carried out at the hospitalcan be lengthy, with dentists and staffhaving to account for a range of medicalconditions and histories. Flexibility andpatience are key requirements for allstaff members, with conditions beingcontinually modified to accommodatefor patients such as those in wheelchairs.

The unit was recently rewarded withrecognition by the Dental Practice Board as a specialty area. Dentists cannow study to complete a special needsdentistry post-graduate degree.

DHSV strives towards achieving broader community awareness, byeducating the community about theSpecial Needs Unit and how patientscan access the service.

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School Dental Special NeedsOzanamRDHM Special NeedsDomiciliary ServiceCDP Special Needs Projects

Special Needs Programs - 2003/04No. Individuals Treated

Olga is a 65-year-old woman living in a nursing home.Thanks to the mobile services provided by the domiciliaryvan, she now receives expert dental care whenever sheneeds it.

Growing up on a farm in Poland, Olga was a fit andindependent woman. However in recent years, she hassuffered a series of health problems, including a stroke that left her partially paralysed. After suffering another fall, she fractured her spine and became a paraplegic.

With the assistance of her daughter, she entered a nursinghome where she was well looked after and could receivethe attention she required. However, because of herimmobility, trips to the dentist were almost impossible and her oral health was neglected.

The domiciliary unit visited Olga and spent considerabletime repairing her decaying teeth as well as addressing the periodontal problems that she was experiencing.

In time, Olga’s problems were repaired, leaving her freefrom pain and bleeding gums.

Olga has commented on the quality of care and servicesprovided by DHSV. Such a standard, according to Olga,would not be possible in many parts of the world.

* Note Names used in this article have been changed to protect the privacy of our clients.

Olga’s Story

9

10

Providing you with…

A safe environment The Infection Control Team has beenworking with staff on a number ofprojects to improve the quality of careto patients. Staff have implementedthree fundamental strategies to redefineinfection control and provide a safeenvironment for all.

1. Infection Control Manual

DHSV’s new infection control manualhas been developed in line with thelatest standards. This enables ourdepartments and regions to updatecurrent policies and procedures andprovide a safe working environment.

2. Infection Control Audit Tool

Regular audits have been conductedthroughout DHSV to identify areas ofimprovement. These have identifiedopportunities for staff to measure thelevels of compliance of infection control activities within theirdepartment and region.

3. Central Sterilising Department

at RDHM

The Central Sterilising Department(CSD) has established two new qualitymanagement programs – the educationprogram and the materialsmanagement program. These programswill assist us to ensure that CSDprovides sterile and well maintainedequipment for all dental procedures.

Dedicated & professional staff The Credentials and Clinical PrivilegesCommittee is responsible for ensuringthat staff who treat patients have theappropriate qualifications to do so.

It is essential that all staff performingclinical duties have the propercredentials to ensure high levels ofpatient safety and quality of care. In thecommittee’s second year of operation,all DHSV’s staff were credentialed.

The application form for clinicalprivileges was recently modified to amore simple format. This new formatreduces the risk of error and providesfor minimal delays in processing.

A working party for the development of clinical guidelines was formed inJune 2003. Since its commencement,nine clinical guidelines have beendeveloped based on the latest evidencein clinical practice and in conjunctionwith the relevant dental specialists. The guidelines assure that all staff have access to up-to-date informationregarding various aspects of clinicalpractice and that where possible, there is consistency in their approach to various aspects of clinical treatment.The working party will have an ongoingrole in ensuring the guidelines areperiodically reviewed and will bemonitoring their use and relevancewithin the organisation.

Other activities relevant to clinical staff which maximise staff and patientsafety include the annual training incardio-pulmonary resuscitation (CPR). Aone-day course for training in the use of conscious sedation (nitrousoxide) was recently introduced and a certificate of attendance is essential to receive clinical privileges.

A Quality Framework Clinical governance is the processthrough which DHSV creates anenvironment that ensures itcontinuously improves services and provides high standards of care.

There are four key principles to clinicalgovernance:

1. Building a culture of trust and honesty through opencommunication in partnership with consumers and the community;

2. Fostering organisational commitmentto continuous improvement;

3. Establishing monitoring, reportingand response systems; and

4. Evaluating and responding to keyaspects of DHSV’s performance.

During 2003-04, DHSV reviewed its quality plan to enable clinicalgovernance principles and processes tobe applied throughout the organisation.The quality plan, developed by theQuality Improvement Committee, is theprimary tool used in clinical governanceand provides a platform for assessmentof DHSV’s performance when comparedwith similar or ‘best practice’organisations. It ensures that the needsand views of patients and staff areaccommodated and it addresses therelevant statutory responsibilities.

The Credentialing & Clinical PrivilegesCommittee assesses credentials andgrants clinical privileges and gave keysupport for DHSV’s clinical governanceprocess to all DHSV clinicians. TheConsumer Advisory Committee, whoprovides consumer involvement in thestrategic planning process, alsoprovided support.

Your Feedback on the 2004 Dental Health Services Victoria Quality of Care Report

We would like to know what you think of this report and how you think it could be improved in 2005. Please take the time to complete the following questions.

Instructions:

Please circle your rating on the scale of 1 to 5 for each question. (1 if you strongly agree and 5 if you strongly disagree)

1. This Report was interesting to read

Strongly 1 2 3 4 5 StronglyAgree Disagree

2. The information in this Report was meaningful and relevant

Strongly 1 2 3 4 5 StronglyAgree Disagree

3. The layout of this Report was easy to follow and understand

Strongly 1 2 3 4 5 StronglyAgree Disagree

4. This report is worthwhile

Strongly 1 2 3 4 5 StronglyAgree Disagree

5. Some suggestions on how to improve this report next year?

6. Any other comments?

Thank you for sharing your opinions with us.

You can return your completed form by tearing along the perforations, fold and post by return mail to the address. Please note a postage stamp is not required.

seservrvices victoriaices victoria

Delivery Address:GPO Box 1273MELBOURNE VIC 8060

DHSV Quality of Care Report EvaluationReply Paid 1273MELBOURNEVIC8060

No stamp requiredif posted in Australia

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seservrvices victoria ices victoria

BallaratCommunityDental ClinicHamilton

CommunityDental Clinic

WangarattaCommunityDental Clinic

BrimbankCommunityDental Clinic

The RoyalDental Hospitalof Melbourne

OznamCommunityDental Clinic

SOUTHERN METROPOLITAN REGION (11 SDS CLINICS)

EASTERN METROPOLITAN REGION (8 SDS CLINICS)

NORTHERN METROPOLITAN REGION (10 SDS CLINICS)

WESTERN METROPOLITAN REGION (8 SDS CLINICS)

LODDON MALLEE REGION (5 SDS CLINICS)

GRAMPIANS REGION (6 SDS CLINICS)

BARWON SOUTH WESTERN REGION (7 SDS CLINICS)

GIPPSLAND REGION (6 SDS CLINICS)

HUME REGION (9 SDS CLINICS)

Dental Health Services Victoria Clinics

Health Services Commissioner

Complaints and Information

Telephone (03) 8601 5200

Toll Free 1800 136 066

Fax No (03) 8601 5219

E-mail hsc@dhs.vic.gov.au

Who to contact if you have a complaint

DHSV attempts to resolve all patients complaints through its formal complaintsprocess. If patients are not satisfied with the outcome, they have the option tocontact the Health Services Commissioner.

or write to:

Health Services Commissioner

30th Floor

570 Bourke Street

Melbourne 3000

Victoria, Australia

Dental HeathServices Victoria

Corporate OfficeLevel 2, 720 Swanston StreetCarlton, Victoria, 3053Telephone (03) 9341 1200Facsimile (03) 9341 1234Email dhsv@dhsv.org.au

Postal AddressGPO Box 1273LMelbourne, Victoria, 3001

Royal Dental Hospital of Melbourne720 Swanston StreetCarlton, Victoria, 3053Telephone (03) 9341 1000Facsimile (03) 9341 1234Emergency (03) 9341 10401800 833 039 (Country Areas Only)

Brimbank Dental Clinic1 Andrea StreetSt Albans, Victoria, 3021Telephone (03) 9296 1360

Ballarat Dental ClinicCnr. Sturt & Drummond StreetsBallarat, Victoria, 3353Telephone (03) 5320 4225

Wangaratta Dental Clinic24 Green StreetWangaratta, Victoria, 3677Telephone (03) 5722 0325

Hamilton Dental ClinicTyas StreetHamilton, Victoria, 3300Telephone (03) 5571 0347

School Dental ServiceTelephone 1300 360 054