I hope everyone enjoyed the Easter break and managed to relax where possible.

Not all of our team had a break, and the long weekend was certainly a very busy time for our CKW community. I wanted to acknowledge the teams who worked during this period, taking the usual challenges of Public Holiday timings in their stride.

Our switchboard services demonstrated amazing commitment to patient care this week when they had to take over the calls from another area of the HHS. On a normal day, our switchboard services team receives approximately 2500 calls per day. You can imagine the challenge this small team faced when their work loaded suddenly increased by 100%.

In delivering healthcare, effective teamwork can immediately and positively affect patient satisfaction, safety, and outcomes. I wanted to thank the team, who called upon their experience and ability to stay calm under pressure, to quickly assess the problem, open lines of communication and provide all callers with support and reassurance.

The team displayed very effective communication skills and collaborative coordination to help address the challenges.

As our Manager of Administrative Services Nadine Kemp said “Our switchboard services team provides a critical function to all our staff, consumers and partners, and the team worked under immense pressure on a minute-by-minute basis,”

“Without their experience and knowledge, we wouldn’t have been able to support our services across the Metro North network.”

Thank you to everyone involved. Your willingness to be adaptable in this situation was one of the key success factors in the management of this issue.

Accreditation update

It’s vitally important to stay focused on our preparation for Accreditation.

This week I would like you to consider the Clinical Governance standard and how this relates to you.

Clinical Governance is how we know we are providing safe care. This could be through understanding your riskman or audit data, for example:

• Is information about your clinical incidents regularly shared with your clinical teams?
• Do you know what the biggest risks to patient safety are in the area that you work?
• What are the trends?

If you don’t know the answer to these questions you could ask your manager/NUM or Safety and Quality Officer. Safety and Quality Officers are available to assist and can provide an in-service/update on request.

Do you have an updated safety spotlight board so that staff and patients can both see how we are doing?  

As we move to short notice survey, surveyors will be spending most of their time in clinical areas and they will be asking these questions. We would like you to feel prepared for this different style of accreditation survey.

Here is a link to the Metro North Accreditation page and a useful checklist for accreditation. Accreditation | Safety and Quality | Metro North Health

Please contact Assistant Director of Nursing Safety and Quality Corrina Green for further details.

Satellite Hospitals

The Caboolture and Bribie Island satellite hospitals are taking shape. The Caboolture facility on Rowe Street is expected to open in August with Bribie Island expected to open in mid-2024. The CKW Executive Team will have governance over these two new facilities.

Each Metro North Health satellite hospital (including Kallangur) will have a minor injury and illness unit, medical imaging services, Aboriginal and Torres Strait Islander health services, mental health services and access to oral health services, along with locally tailored services.

Key details including opening hours, models of care and staffing numbers to be finalised soon. They will be a welcome addition to the health care services that we provide to the community.

Queensland Public Health Sector Certified Agreement (No.11):  Consultation now open

For your awareness, consultation is now open for the proposed Queensland Health certified agreement, EB11. The consultation period ends on Wednesday (19 April). Learn more about the changes to the agreement ahead of the ballot. The page contains further information and resources to support you though the consultation stage.

Room service on demand – goes LIVE next Tuesday!

On Tuesday 18 April we launch the Room Service On Demand model. From 6.30am patients can order their meals via the CBORD Patient App, via the Call Centre or via the Patient Entertainment Systems (once installed in the new CSB).

I’d like to thank the whole team who have helped to get this launch ready. I’d also like to recognise that as well as developing a whole new menu, our foodservice team have been able to incorporate popular items like toasted sandwiches, burgers and fresh stir-fries that just were not possible in the past.

This consideration (and customisation) reflects a patient-centred approach, in what has been a significant digital project.

This contemporary meal delivery model has already been implemented at The Prince Charles Hospital (TPCH) and has shown positive results for improved patient nutrition, reduced food costs, and increased patient satisfaction.

Well done team!

A compliment from a colleague!

“I was truly impressed by what I saw on my walk through the kitchen yesterday. Seeing the room service in action was an eye-opener, and the Food Services staff were all so calm and focused.  Well done Michelle, Kim and the rest of the Food Services team,” Judy Gentle Manager People and Culture.

Very special recognition – CKW Staff Shout Outs!

Anna the Admissions AO at the Paeds Ed 
I brought an infant in from Audiology. Anna was caring, attentive and supported my escalation decision. Much appreciated by myself and parents!

Hunter Eyre Caboolture Hospital Ward 3B
Within the administration team on Ward 3B Thank you for all that you do to be a valued team member and your flexibility and your maturity in how you approach our patients, visitors, and staff.

Aisla Nicol Caboolture Hospital Maternity Ward
On behalf of the Acting Midwifery Unit Manager, Stephanie Webster I was asked to convey her deep appreciation of Aisla Nicol “Please let her know how much we appreciate her hard work, kind nature and dedication. We love having her as a member of our team.”

Di Davenport Caboolture Hospital
Over the past 2 months Di has shown great adaptability and leadership

Jonnel Boco Caboolture Hospital, Nurse Navigator
Jonnel has been instrumental in moving forward new processes and pathways for stranded patients at the Caboolture Hospital. It is a credit to his ability to support, lead and foster a collaborative culture.

Kristy Gardiner Caboolture Hospital
Daily Interactions A huge shoutout to Kristy in Admin Services for her hard work and dedication in assisting to keep the Medicine Service Line service line running smoothly. Kristy is a dependable colleague who works very hard behind the scenes to ensure our leadership team are supported. She displays the Metro North Values in action and deserves to be recognised for her contribution to our team!

Maddy Munroe – Food Services Caboolture Hospital
I am a staff member who was visiting a patient with my 2yr Old, Maddy did not know I work here. My 2yr old was scared to get in the lifts, Maddy went out of her way to ride the lift with us, she was clearly busy but took the time to talk to my daughter and try to help me calm her while we were in the lift. What a lovely gesture this was, she really should be congratulated for her compassion, kindness, and her lovely attitude, connecting with visitors to make them feel welcome and cared for.

Jane Pencheon-Youngs Caboolture Hospital Special Care Nursery
Jane has been a fabulous role model, she has communicated with me over the last 3 nights shifts in a professional manner, she has kept me informed throughout any potential admissions.

Alicia Blake Caboolture Hospital Special Care Nursery
Alicia is always supportive, easy to approach and listens to my questions. She is always supporting the staff in SCN.

Katrina Kalmar Caboolture Hospital
Katrina is the most incredible boss I could ever have hoped to work under. She sets her expectations clearly and supports all her staff to meet them. It’s a privilege to learn from her.

Constance Gray Caboolture Hospital
Connie is kind, approachable and a high performing team member. She goes out of her way in sharing her clinical knowledge and supporting her colleagues. I am very grateful for her expertise.

Chloe Wedmaier Caboolture Hospital Ward 4A
Chloe is an amazing nurse and colleague. She goes above and beyond for her patients and colleagues and she is exceptionally reliable and compassionate.

Rebecca Hinton Caboolture Hospital Ward 4A
Bec is efficient and a very hard worker. She is compassionate and respectful and a pleasure to work with.

Thank you everyone.

Take Care,

Angie.