Author: Chrystal Hall

27 Monaro Highway, Cann River Vic 3890 Telephone: 03 5158 6274 Fax: 03 5158 6409 ABN 69 461 662 367 Reg No. A11159

SERVICES INFORMATION BOOKLET

Department of Health Victoria Gippsland Primary Health Network (GPHN) Commonwealth Government of Australia

Cann Valley Bush Nursing Centre acknowledges the support of the Victorian Government

Reviewed: March 2023 Next Review: March 2024 Version: 6

Cann Valley Bush Nursing Centre is an incorporated, community based, not for profit organization governed by a volunteer Committee of Management. The Committee of Management provides strategic direction and governance for Cann Valley Bush Nursing Centre
For further information
or appointments for the services available please phone the Centre on 03 5158 6210 or visit our website: www.cannvalleybnc.com.au

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Open 9am to 4:30pm Monday to Friday - with 24/7 emergency nursing service
The area serviced includes the settlements of Cann River, Noorinbee, Buldah, Combienbar, Point Hicks, Tamboon inlet (incl. Peach Tree Creek), Chandlers Creek, Club Terrace and surrounding areas.

Cann Valley Bush Nursing Centre Strategic Plan Our Vision:
The people of Cann River district, will reach their full potential in good health, well being and independence, whilst acknowledging the changing demographics in terms of age and socio-economic status
Our Role:
As a remote nursing service, the Centre is the one stop shop and single point of access for the community to multidisciplinary, innovative primary care and community based services. This includes 24 hour access to immediate response care. The Centre also acts as a referral hub for Allied Health and numerous specialties.
Strategic Goals:
To be a respected, functional and viable organization. Ensure that our community has access to quality healthcare. To value and support our people.
Core Principles:
Adaptable - Ensure we have the flexibility and adaptability to react and respond positively to the changing environment and demands placed on the service.
Person Centered - We will ensure that we place our consumers and the community in the Centre of our decision making and engage individuals in all aspects of healthcare delivery.
Collaborative - We will take a consultative approach to ensure essential partnerships and relationships.
Innovative - We will strive for the delivery of state of the art, and evidence based services by providing an environment that enhances creativity.
Integrity - We will act with the highest regard to honesty, reliability and transparency to ensure measurable community trust.

Health and Allied Health Services
Provided or Assisted by the Centre
24/7 Emergency nursing Care and after hours service
Access to 24/7 medical officer
* Counsellor Fortnightly
* Dentist First Thursday of the Month Call 5154 6625 for appointments
* Dietician As required
* Doctor Fortnightly on Wednesdays
* Maternal & Child Health Nurse Monthly
* Mental Health Nurse As required
* Naturopath As required
* Physiotherapist Fortnightly
* Podiatrist Six Weekly
* Speech Pathologist As required
* Optometrist—RFDS Annually
* = Independent of the CVBNC

The following Services can be carried out or arranged by the Centre
Clinical Nursing (incl. pathology, ECG, urine tests, wound care, emergency care, medication administration, chronic disease management)
Primary Health Care
Emergency Care
Palliative Care at home
Planned Activity Group (PAG)
Home Nursing
Immunizations
Education and support (management of conditions)
Health Assessment (general or acute)
Aids for use in the home—loan or hire (see enclosed list)
Vital signs monitoring
Spirometry
Bus trips to Bairnsdale or Lakes Entrance
Home Care Packages (A Commonwealth Government Funded Project)
Home Care
Travel Assistance/Volunteer transport
Man Cave Group
Pathology specimen collection — Tuesday and Thursday morning, by appointment
Property maintenance
Respite care for carers - (day, night, emergency, occasional, regular)
Specific Home care (to assist in the care at home of a person with an intellectual, physical or sensory disability)
Schools support
Ultrasound therapy
Podiatry, and Physiotherapy
Women’s Support Group
*Further access to these and other services can be arranged as needed

AIDS available on loan from the Centre

Ankle Exercise Band	Peak flow meter
Bath Seat	Pendant Alarm System - MediAlert
Bed Pans	Pick up stick
Bed Stick	Pressure Reduction Cushion
Carousel (Bed to Chair)	Ring cushion
Comfort Chair	Self help pole
Commode Chair	Shower chair
Crutches	Spacers
Door Chime (Inter room)	Swivel Seat
High Rise Chair	Syringe driver
Incontinence aids	Toilet frames/seats
Kylie sheet	Urinals
Lap Tray	Vaporizer
Mattress overlay	Walking Sticks/Frames
Nebulizer	Wheelchairs

* A deposit is required upon collection which is returned to client when item is returned * Other Aids can be arranged if necessary. Please speak with the Nurse

Cann Valley Bush Nursing Centre Organisational Structure

The Committee of Management of the Cann Valley Bush Nursing Centre sets the strategic path of the Centre, monitoring and evaluating to ensure the Centre continues to meet the needs of the community. Cann Valley Bush Nursing Centre complies with the National Safety & Quality Health Service (NSQHS) Standards. The Committee of Management is comprised of local volunteers. The CVBNC Committee of Management meet on the third Monday of each month (except January)

Centre Fees Membership
Due annually on 1st July
Family $50.00
Family concession $40.00
Single $30.00
Single concession $20.00
Centre fees
Members – During Business Hours No charge
Members – After Hours, Weekends & Public Holidays $20.00
Non Members – During Business Hours $20.00
Non Members – After Hours (Call Outs) $20.00
Concession (Call Outs) $ 5.00
Out of Centre visits (Members & Non Members) $20.00
INR $10.00
Dressings & Medications Fees apply
Visiting Allied Health
Physiotherapist & Podiatrist
Member $20.00
Non Member $40.00
Concession $10.00

Other Regional Health Services
Bairnsdale Hospital 150 3333
Bairnsdale Medical Group 5152 4123
Bairnsdale McLeod St Medical Centre 5152 5145
Bega Hospital 02 6491 9999
Bombala Hospital 02 6458 5777
Bombala Medical Surgery 02 6458 3022
Cooma Hospital 02 6455 3222
Delegate Hospital 02 6458 8008
Dentists: – Orbost 5154 6625 Lakes Entrance 5155 2716 Bairnsdale 5152 4467 Eden 02 6496 4222 Aboriginal Co-op B’dale 5150 0700
Gippsland Lakes Comm. Health 5155 8300
Bairnsdale Branch 5152 0052
Lakes Diagnostic Imaging 5155 3155
Mallacoota Medical Service 5158 0777
Merimbula Radiology 02 6495 3344
Orbost Hospital 5154 6666
Orbost Medical Group 5154 6777
Orthodontist – Bairnsdale 5153 1677
Pambula Medical Centre 02 6495 6688
Sale Hospital 5143 8600
Traralgon (Latrobe) Hospital 5173 8000

It is the goal of Cann Valley Bush Nursing Centre to assist the Cann River and district community members to gain the greatest level of independence they can possibly achieve, and equally, that they can be as actively involved in making decisions about their life as they can be.
If a service is declined
The Centre will regularly assess the needs of clients receiving services. If you do not meet the requirements (or your circumstances change) which result in your not meeting the criteria for particular service guidelines, you may be denied access to that service. If you wish to appeal this decision anytime please follow the process outlined on page 13 of this booklet
Doctor’s (or other) referrals to the Centre can be made by contacting the Centre.
Address and phone numbers are on the front cover
Advice to Tourists:
Mobile phones have limited coverage in this region. Radio coverage is good, particularly UHF.

Consumer Grievance Procedures, Comments & Complaints Form
The Cann Valley Bush Nursing Centre expects the highest standards of job performance and behavior from all staff. Any problems or complaints are therefore dealt with quickly and fairly, according to recognized procedures.
The service attempts to meet the clients needs in a supportive and compassionate manner. Every endeavor will be made to provide an appropriate service whilst working within Centre and Government guidelines. We value your feedback on how we are doing. Your feedback will assist continuous quality improvement within the Centre. Communication from clients is welcome and will be treated seriously, fairly, confidentially, without bias or reprisal and impartially by all Centre staff.
You have a right to speak to the Nurse Centre Manager if you have a complaint regarding the service or treatment you receive from the Centre, without retribution.
Complaints Cann Valley Bush Nursing Centre’s view on Complaints
We support your right to appeal a decision regarding access to service or service provided, and encourage you to use this complaints process to resolve your concern. Complaints are viewed as an opportunity for us to look at systems and make improvements to service provided or to clear up any misunderstandings. Complaints will be protected and promoted in the following ways within the Cann Valley Bush Nursing Centre
Consent (verbal/written) shall be obtained before investigating the complaint.
Complaints will be dealt with promptly.
Person/s affected by a decision are fully informed of all facts and given time to respond.
Complaints will be documented objectively and non-judgmentally. Cont...

You will be reminded of your rights. For example:
to have an advocate of your choice at all steps in the resolution process
to appeal a service provision decision at any time
to pursue any complaint about service provision without reprisal
people from special needs groups will be supported to ensure they understand and are able to participate in the complaint process (advocates and interpreters)
staff will make every effort to establish an atmosphere of trust and open communication so that the complaints can be dealt with fairly
complainant will be referred to the police for situations concerning breaking the law
How to make a complaint or appeal a decision
Complaints can be made in a number of ways. You can call the office, write a letter or complete the form at the back of this book. When we receive a complaint, we record it on a complaint form and in our complaints register.
What happens next
The Nurse Centre Manager will contact the person making a complaint wherever possible within two (2) working days, and document the concerns on your personal file and/or staff files (if appropriate). Further discussion and/or a meeting may become necessary at this stage. The complaint should be resolved wherever possible within 10 working days. If we cannot resolve the complaint within 10 working days, we will keep you informed of the progress and ensure you know:
the name of the person who is dealing with the complaint
the estimated length of time it may take to resolve the complaint
a timeframe for when you can expect an update from the Centre
If you are not satisfied with the response you receive from the Nurse Centre Manager, you may send a written complaint to the Committee of Management of the Centre. You can also contact the Health Complaints Commissioner at hcc.vic.gov.au or by calling 1300 582 113.

Details regarding advocacy supports in East Gippsland
Gippsland Citizen Advocacy
Disability Advocate Program 19D Collins St Morwell 5133 9440 Department of Veterans’ Affairs Elgin St Morwell 1800 555 254
Alzheimer’s Association Victoria 68 MacLeod St Bairnsdale 1800 100 500
Parkinson’s Victoria 587 Canterbury Rd Surrey Hills 1800 644 189
Gippsland & East Gippsland 37-53 Dalmahoy St Bairnsdale 5150 0700 Aboriginal Service
Gippsland Migrant 100-102 Buckley St Morwell 51337072 Resource Centre
Carer Respite Centre Gippsland 1800 052 222
National Aged & Community care line 1800 200 422
Aged Care Complaints Level 18, 90 Collins St Melbourne 1800 550 552 Resolution Scheme
Office of the Public Advocate Level 1, 204 Lygon St Carlton 1300 309 337
State Trustees 1 McNab Ave Footscray 1300 138 672
CVBNC complies with NSQHS
For further information see Nurse

Comment, Complaint or Compliment Form
Feedback is a q Comment q Complaint q Compliment
If a compliment, are you happy for the compliment to be made public? Yes/No
Name of Service Provider __________________ Date __________ Time _____________
Has the comment, complaint or compliment been made to the service provider? Yes/No
Event ________________________________________________________
_____________________________________________________________
_____________________________________________________________
How would you like the Centre to respond...
What outcome would you like?
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
We would like your comment regarding this publication.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
In the case of complaints, the Nurse Centre Manager would like to acknowledge these and to take action where possible. If you are prepared to allow discussion of your complaint, please provide your name and contact number. The Nurse Centre Manager will contact you and attempt to resolve the complaint or the difficulty experienced.
Name ___________________________ Phone__________________
(optional)
Thank you.