smiles of the year mariam issa and carol cooke ask ... · smile of the year ambassadors. carol...

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DENTAL HEALTH SERVICES VICTORIA

QUALITY OF CARE REPORT 2015

SMILES OF THE YEAR MARIAM ISSA AND CAROL COOKE

HEALTHY RECIPES INSIDE

ASK PROFESSOR MIKE YOUR QUESTIONS ON DENTAL HEALTH ANSWERED

www.dhsv.org.au

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FROM THE CEO

We acknowledge the traditional owners of Australia and we welcome all Aboriginal and Torres Strait Islander peoples to our services.

Graphic design: studiowarna.com

At Dental Health Services Victoria, we are passionate about reaching out to those who most need our care. This includes people living in isolated parts of the state and communities at risk of oral health problems. This magazine looks back on an amazing year promoting oral health and improving access to dental care for our eligible groups, especially people who are homeless, people with disabilities, Aboriginal and Torres Strait Islander people and refugees and asylum seekers.

We have worked hard to improve the safety and quality of our services and I’m incredibly proud of the great accreditation results that The Royal Dental Hospital of Melbourne achieved. It is pleasing to be recognised for our efforts. This edition includes information on our performance and the work we do to achieve these great results.

It is a delight to have two talented and dedicated women as our dual 2016 Smile of the Year ambassadors. Carol Cooke, Australian Paralympic gold

medallist in cycling, and Mariam Issa, refugee advocate and author, have both graciously accepted this role for 2016. You can read their stories in the next few pages.

As well as the usual terrific information and tips on taking care of your oral health, this year’s magazine profiles our dedicated Community Advisory Committee members who work tirelessly to represent the views of the community.

We have used your feedback to build and improve this year’s magazine. The ‘Ask Professor Mike’ section is back by popular demand and we have also added a couple of healthy recipes for you to try.

This magazine is also available on our website (www.dhsv.org.au/QoC).

We hope that you enjoy reading our Oral Health for Better Health magazine.

Dr Deborah Cole Chief Executive Officer Dental Health Services Victoria

FEATURES

2016 Smiles of the YearMariam Issa and Carol Cooke

Ask Professor MikeYour questions on dental health answered

Our dental servicesFind out about the services we provide at The Royal Dental Hospital of Melbourne

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COMMUNITY ORAL HEALTH CHAMPION

Work with homeless makes Cath Flanagan the 2015 Community Oral Champion

Merri Community Health Services (MCHS) is leading the way in providing homeless support services in Melbourne’s north.

The no barriers approach provides free dental care to homeless people.

This year’s Community Oral Health Champion Catherine Flanagan, or Cath as she is known, led the new initiative which helps homeless people access and navigate the health system as a priority of care client, with the help of partnering agency, the Royal District Nursing Service (RDNS).

“Homeless people experience many barriers in accessing support, including the lack of a home address impacting on access to the health system and low self-esteem, as many feel they are being judged or will be denied care,” Cath said.

According to data from Homelessness Australia, there are more than 22,000 homeless people in Victoria.

MCHS Team Leader Kerri Collier said Cath first approached MCHS in 2012 with the aim of building links between their dental service and

Royal District Nursing Service Homeless Person's Program.

“Prior to Cath approaching MCHS the dental service was treating very few homeless or at risk of being homeless clients. The few clients that the service was treating were often only attending the service if they were experiencing severe pain and the fail-to-attend rate was high,” explained Kerri.

“Very few clients committed to a full course of care with a high chance of clients getting lost in the system and falling through the cracks due to the difficulty and stress associated with homelessness. Cath's drive to improve outcomes for clients has been inspirational, as she goes above and beyond to improve their oral health and more importantly, the lives of the young people she works with.”

Cath explored how the MCHS dental team engaged with homeless clients, educating the team regarding the barriers many clients experience when seeking health care. Cath's commitment resulted in offering a more flexible service which focused on the client rather than the dentistry.

“Cath supported the dental team in making these changes which were vital to the success of the project. There have been many fantastic outcomes not only for the clients but also for the dental team,” said Kerri.

“Team members have a sense of job satisfaction and pride due to the results of the partnership. The failure to attend rate is low and clients are now completing a full course of care. Cath was able to support clients with transport but more importantly she has provided the support which has empowered and enabled clients to make decisions to improve their oral health. Cath is now advocating for other homeless services, by building similar partnerships with local community health services and other agencies to also improve oral health outcomes for vulnerable populations.

“It’s nice to be able to do something you are really passionate about and be recognised for it.”

We want to hear from youHave your say on what goes into next year’s Oral Health for Better Health magazine. Go to www.dhsv.org.au/ QoC-feedback

Cath and MCHS client, Nicolas at the MCHS dental clinic in Brunswick

3ORALHEALTH FOR BETTER HEALTH 2015

Dental Health Services Victoria was part of a pilot program aimed at improving access to free dental care for people who are homeless or at risk of becoming homeless. Find out more on page 18.

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Mariam Issa’s refugee experience is powerful, compelling and nothing less than inspirational. It’s a journey of resilience and hope.

When she arrived in Melbourne from her Somali homeland 15 years ago she had a husband, four children and a fifth on the way, with little knowledge of Australian life, other than the motivation to provide a secure, safe future with her family.

In 2012 Mariam launched RAW (Resilient Aspiring Women), a not-for-profit organisation to create better social environments for all women. RAW is a platform, a community garden and a meeting place for all women in the backyard of her Brighton home.

In her book, A resilient life, Mariam talks of her experiences of integration, refugee issues, new beginnings and the power of community.

Mariam with her daughter Sarah, who is a patient of The Royal Dental Hospital of Melbourne

Mariam is a recipient of the Ambassador of Peace award from the Universal Peace Federation – in recognition of her ongoing work as a tireless community worker promoting peace and harmony in Melbourne’s culturally diverse population.

“From where I began, I have reinvented myself and evolved. I want to share my knowledge and experience with others,” she said.

Mariam is passionate about holistic integration, social justice, women issues and strengthening communities.

This makes Mariam an ideal co-recipient of the 2016 Smile of the Year Award.

“I know how important dental health is and especially for families who are not in a position to cater for the needs of their loved ones. The Royal Dental Hospital of Melbourne provided that need for my loved one and we're very appreciative of the service,” she said.

“When I was approached (about the award) I felt very privileged and thankful, because I felt it was my payback time for the great services provided to my daughter.”

Mariam said she is looking forward to working with Dental Health Services Victoria in getting the message out about the importance of oral health.

“What drives me is the need for a just and equal world for humanity, where everyone is treated with the dignity they deserve. Oral health is very important and a big part of our holistic approach to a healthy lifestyle so don't neglect it,” she said.

“I'm looking forward to connections, collaborations and great networks with great individuals and organisations! I'm also looking forward to lots of celebrations – life is too short to dwell on what's not working.”

Mariam encourages others to keep an open mind and embrace diversity.

“We now have the opportunity to travel to different parts of the world to mentor, learn and complement each other's culture – with acceptance and respect. I am very passionate in creating adoptable and resilient communities.”

“From where I began, I have reinvented myself and evolved. I want to share my knowledge and experience with others.”

Find out more about Mariam on her website at www.mariamissa.com.au and Resilient Aspiring Women at www.raw-australia.org.au

SMILE OF THE YEAR MARIAM ISSA

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SMILE OF THE YEAR CAROL COOKE AM

Carol Cooke AM was diagnosed with multiple sclerosis (MS), but has gone on to embrace the changes and take on new challenges in her life. She has even won a Paralympic gold medal at 51, but the story doesn’t stop there and it isn’t where it began either.

After competing in Hobart at the Masters Swimming Nationals in 1998, Carol woke up one morning with disturbing balance problems and double vision.

After some tests she was told, “you have MS – go home and get your affairs in order before you become incapacitated”. Having moved to Melbourne from Canada, Carol had just been married for three years and had no immediate family around.

Carol was understandably worried, but the diagnosis did not stop her from doing what she loved.

Carol has also authored Cycle of Life – A Gold Medal Paralympian’s Secrets to Success and you can pick up a copy from Carol’s website: www.carolcooke.com.au Follow Carol on Twitter and Instagram @cazcooke

Carol continued playing sport at a competitive level and was named on the Australian para-cycling team to compete in Denmark at the Para-cycling World Road Championships in 2011. She won two silver medals and in 2012 was in the Australian team for the London Paralympics.

At the Paralympics, Carol beat the men to win a gold medal in the mixed T1–T2 road time trial.

At the end of 2012, Carol was ranked number one in the world in the Female T2 category and in 2013 became dual World Champion, winning both the Time Trial and the Road Race. In 2014 she was again ranked number one in the world. This year Carol was named Female Para-cyclist of the Year and is now preparing for the Paralympics in Rio next year.

Although Carol lives with the symptoms of MS, she has the strength


and courage to get up each day with a positive and motivated attitude.

Carol said she was surprised but honoured to be named as a 2016 Smile of the Year.

“I accepted the ambassadorship because I think it is important to get the message out to every demographic of the population how important our dental health is and I like to smile!

“I hope that through this ambassadorship I can bestow on people that part of our overall health is our teeth. I’m also hoping that people over 50 will look at me and realise that anything is possible. We are never too old to try new things,” she said.

“I’m also hoping that people over 50 will look at me and realise that anything is possible. We are never too old to try new things.”

Carol told us what has propelled her into such an amazing mindset.

“In one word ‘life’. I think as we get older we realise that life is too short and we aren’t guaranteed tomorrow, so it is about living for today; the day you are in,” she said.

Carol supports others living with MS through her initiative, the 24 Hour Mega Swim. Since 2001, the event has raised over $7 million and has provided more than 700 Go for Gold Scholarships in employment, education, travel, the arts, sport and music.

OUR PEOPLE

Special Needs

HELEN MARCHANT

JOB TITLE: Specialist Dentist, Integrated Special Needs

TRAINING AND EDUCATION: Bachelor of Dental Surgery, Master of Science in Community Dental Practice, Fellowship Royal Australasian College of Dental Surgeons (FRACDS) in Special Needs Dentistry

ROLE: Treating patients with special needs. My role is diverse as no two people are the same. The patient may have an intellectual disability, physical disability, complicated medical or mental health issues or a combination of any of these. I need to consider the whole person while developing a dental treatment plan. This requires patience and flexibility to cater for each person’s individual needs.

HOW I GOT HERE: When I first came to Australia I worked in the Northern Territory, delivering dental services to remote communities. I was also studying for a Master’s degree in Community Dental Practice by remote learning from London. In 1999, I moved to Melbourne to start an advisory role in the Victorian Health Department. I’ve been working at the hospital’s Special Needs Unit since 2004 and became registered as a specialist in 2005.

Best part of my job: Working as part of a wonderful team, meeting such a variety of patients and the challenges of trying to address their individual needs while still having fun.

Health PromotionMICHELLE MCNAMARA

JOB TITLE: Health Promotion Project Officer – Smiles 4 Miles

TRAINING AND EDUCATION: Certificate IV Dental Assisting Oral Health Promotion, Certificate IV Training and Assessment

ROLE: I am part of a team that provides statewide support to the Smiles 4 Miles program. Smiles 4 Miles is an oral health promotion award program for early childhood education and care services. My role involves training health professionals on how to implement Smiles 4 Miles, reviewing healthy eating and oral health policies, and also determining whether these services have met the award criteria of the program.

HOW I GOT HERE: I was a Dental Assistant at the hospital for nine years and the experience has really helped me with improving the oral health content to our program resources and developing and maintaining stakeholder relationships.

Best part of my job: That my role allows me to work with individuals and organisations who are as passionate about oral health and the prevention of oral disease as I am.

Teaching ClinicDAVID GIRON

JOB TITLE: Dental Assistant

TRAINING AND EDUCATION: Certificate III in Dental Assisting, Bachelor of Dental Science

ROLE: Assisting dental students and making patients feel comfortable during treatment, charting and stocking materials for the clinic.

HOW I GOT HERE: I’m from Colombia and before moving to Australia in 2008, I had completed a five year course in dentistry and practised as a dentist for a year. When I arrived, I enrolled in an English course and worked in the community sector. All my education was in Spanish and I was not prepared to start in dentistry immediately.

I joined the Dental Health Services Victoria Overseas Trained Dentist-Dental Assistant (OTD-DA) Program in 2014, a 10 week full-time refresher program that equips the participants with dental assistant skills and knowledge to sit and gain their Certificate III in Dental Assisting. My long term goal is to be a dentist in Australia.

Best part of my job: Putting a smile on the faces of our patients and knowing that they are satisfied with their treatment.

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MARGARET SHOWS HER APPRECIATION WITH COLOUR

OUR PATIENTS

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WE HAVE LOTS OF VISITORS COMING TO THE

HOSPITAL EVERY DAY. MEET A FEW OF THEM.

For Margaret McGregor painting offers the opportunity to express her creative side, relax and give something back to those who have had a positive impact on her life.

A regular patient at The Royal Dental Hospital of Melbourne, the Keilor Downs resident said she wanted to show her appreciation for staff at the hospital who always make her feel welcome and important.

“I’ve met dentists from many nationalities at the hospital. I’m always very happy with the work here. I’m still using my natural teeth, which is good. Haven’t got all my teeth, but at least I still have the natural ones,” Margaret said.

To show her appreciation Margaret has donated some of her acrylic landscape paintings to the hospital.

“I used to go to my local dentist, but it was too dear when you are on a pension. A lot of children are benefitting from dental care at the hospital and I just really appreciate the dental hospital for the work they have done,” she said.

Margaret said she had returned to her love of painting when her husband passed away two years ago.

“I used to paint as a child, but when you get older and get busy with children there was no time to paint anymore. Then I was my husband’s carer. I love painting and end up getting touches of paint all over me. There was once I got into a taxi after I had my shower and the taxi driver told me that I had a blue nose.“

Jarrad and StevenWe’re waiting for our partners to get their teeth checked. Both of them seem to be getting appointments at the same time. We come here to wait for them. It’s like our Thursday thing now.

Lily 5, and mum NonaI brought Lily in for her dental appointment today. My dentist said Lily could either go under general anaesthetic or they could fix her teeth one by one, and I chose the second option. The care has been excellent and Lily is very comfortable here.

SandraI’ve come in to see the dentist. I’ve been coming in for around 15 years. About eight years ago I had screws put in and they’ve started to wear out. It’s a bit like having a second hand car. You’ve got to go back in from time to time to have it serviced.


Fun factTooth enamel is the hardest substance in the human body.

Premier's Metropolitan Health Service of the Year Finalist

Dental Health Services Victoria was Highly Commended in its bid for Victoria’s top health honour – the 2014 Premier’s Metropolitan Health Service of the Year award. We were listed as a finalist for the Premier’s award for our work to better the oral health of vulnerable Victorians, our innovative ideas to increase access to services and working with the community to prevent oral disease from occurring.

Health service organisations in Australia are accredited by the National Safety and Quality Health Service Standards (NSQHS).

In December 2014, surveyors were onsite at the hospital to audit our processes, procedures and output against our standards, and were quite impressed with what they saw.

The surveyors commended us on our teamwork “from Board to ground staff” and enthusiasm to improve patient access and experiences. They praised us for a number of achievements, including risk management, antimicrobial stewardship, staff vision boards and the implementation of an adverse drug reporting card for patients.

They also mentioned that our clinical focus and development of tools was commendable, and that the improvements made in clinical handover have meant that fewer patients were slipping through the cracks.

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From left: Surveyors Mr Graeme Houghton, Dr Ravi Srinivas and Dr Susan Buchanan, Dental Health Services Victoria CEO Dr Deborah Cole

* The Royal Dental Hospital of Melbourne is not accredited against Standard 7: Blood and Blood Products as it is not applicable in a dental hospital setting.

ACCREDITATION: PASSED WITH FLYING COLOURS

Accreditation is a formal process to ensure delivery of safe, high quality healthcare. The Royal Dental Hospital of Melbourne is accredited to standards designed especially for health services.

Here are some of our highlightsGovernance for safety and quality in health service organisations

It’s our goal to improve dental access for our patients and we have worked towards this by improving our approach on how patients receive care. We have developed new models of care where our dental professionals work as a team and maximise their skills to the fullest. Our new Clinical Leadership Framework drives the oral health workforce to share their skills and knowledge to help deliver a high quality of service for our patients and the community.

Managing risk is a continuous process that we are committed to. Dental Health Services Victoria’s Board of Directors has established a clear policy and framework for managing risk. Staff use a range of tools, activities and information analysis to ensure that risk is effectively managed, patient safety assured and the quality of services improved.

The Royal Dental Hospital of Melbourne was assessed against nine national standards*:

Standard 1 Governance for safety and quality in health service organisations.

Standard 2 Partnering with consumers.

Standard 3 Preventing and controlling healthcare associated infections.

Standard 4 Medication safety.

Standard 5 Patient identification and procedure matching.

Standard 6 Clinical handover.

Standard 8 Preventing and managing pressure injuries.

Standard 9 Recognising and responding to clinical deterioration in acute healthcare.

Standard 10 Preventing falls and harm from falls.

We have several audits throughout the year to rate how clean our hospital is. By the end of 2014–15 we achieved a cleanliness score of 93%, above the statewide target of 90%. Our results have been steady over the past five years, scoring over 90% in every audit.

Medication safety

Reported incidents

We have policies and procedures relating to medication safety to ensure that all medications are stored, prescribed, dispensed and administered in accordance with relevant legislation and current best practice, while optimising patient outcomes and minimising harm of medication incidents occurring.

The Medication Safety Working Group has been implementing quality improvements throughout the year and as a result, the number of reported medications incidents across the hospital has reduced. Medication incidents are monitored by The Royal Dental Hospital of Melbourne Medication Safety Working Group, and the Board Safety and Quality Committee.

Preventing falls and harm from falls

Number of falls reported

The Royal Dental Hospital of Melbourne has a falls policy and procedure which are based on best practice (i.e. Preventing falls and harm from falls in older people: best practice guidelines for Australian Hospitals 2009) and is compliant with the Australian Commission on Safety and Quality in Healthcare requirements for falls. Through this, the hospital aims to reduce the incidence of patient falls and minimise harm from falls. Three falls were reported in 2014–15, a considerably low number given the number of people visiting the hospital daily.

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Preventing and controlling healthcare associated infectionsHand hygiene

2015 has been a big year for promoting hand hygiene. The Victorian target was increased to 80% and The Royal Dental Hospital of Melbourne reached the target at 80% and 80.1% when audited in March and June respectively. Annual online hand hygiene and infection control education is now mandatory for new and existing staff. Students and demonstrators receive education and training at the start of each year.

Infection control

The hospital’s infection control program is essential in preventing the spread of infection. In 2015, 74% of our staff received the flu vaccination. Clinical instruments used in the hospital are sterilised in our Central Sterilising Services Department (CSSD). Sterilising equipment is tested daily and comprehensive checks are carried out regularly. The CSSD is required to follow strict processes that meet Australian standards.

In addition, we conduct infection control audits throughout the year. These audits include environmental cleaning, chair-side and equipment cleaning between each patient, instrument cleaning at point of use, hand hygiene, aseptic technique (a method designed to prevent contamination from microorganisms) and clinical compliance.

We also took part in the Antimicrobial Stewardship Program, a nationwide initiative to prevent and control healthcare associated infections. We are committed to improving the safe and appropriate use of antimicrobials, to reduce patient harm and decrease the rate of antimicrobial resistance in our hospital.


Cleaning and maintenance

Cleanliness score

2013–14

2014–15 3

3

96%

97%

94.5%JUL 2013

FEB 2013

OCT 2013

JUL 2014

FEB 2014

OCT 2014

JUL 2015

FEB 2015

97%

95%

97%

93%

93%

Acceptable quality level (benchmark) For very high risk areas 90%

Fun factTypica l ly, people grow 20 baby teeth and 32 adult teeth.

2013–14

2014–15 4

10

Dentures remade within 12 months

On occasions dentures are required to replace missing teeth, particularly if there are a large number of teeth missing. Dentures generally last at least seven years however sometimes they need to be remade sooner, either because of changes in the patient’s mouth or problems with the fit.

In the last three years the number of dentures that had to be remade at the hospital has dropped from 4.6% to 3.8%. This means that less than four dentures out of every 100 needed to be remade. This low number of denture remakes reflects positively on the quality of the assessment of patients needing dentures as well as the skill and experience our dental prosthetists.

2013–14

2012–13

2014–15

4.59%

3.84%

4.17%

HOW WELL DID WE DO?

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Dental Health Services Victoria collects data on all of the services that we provide. We look at whether patients have come back unexpectedly for further treatment and try to find out why. This helps us to improve the quality of our services.

Oral Surgeon Dr Krati Garg

Unplanned return within seven days after surgical extraction

In 2014–15, only six or 0.85% of patients treated at the hospital’s surgery department returned to the hospital due to complications after surgical extraction.

Oral surgeon, Dr Krati Garg said the low rate of return was due to effective treatment planning for patients at the hospital’s dental surgery unit.

“We assess our patients’ medical and dental needs holistically and we spend a good amount of time running through the treatment plan and post-operative care instructions with them before their surgical procedure,” Dr Garg said.

Dr Garg said that a small number of patients faced complications after surgery for various reasons, which may range from not following post-operative instructions or infection that may be caused by pre-existing medical or dental conditions.

“Alveolar osteitis, or dry socket, is a common complication after extraction or surgical removal of tooth.”

“Smoking is a major risk factor for alveolar osteitis and we ask our patients to stop smoking for at least two weeks after going under general anaesthetic.”

“Sometimes patients may already be on a medication that alters their bone healing, for example patients on Fosamax, a drug for osteoporosis, and this could lead to complications after the surgery.”

2013–14 0.90%

2012–13

2014–15

1.18%

0.85%

Fun factAmong the first known dentists in the world were the Etruscans. In 700 BC, they carved fa lse teeth from the teeth of various mammals and produced partia l bridge work good enough to eat with. Etruscans used gold bridges to replace teeth that had been del iberately removed or knocked out.

Overall experience

Adult inpatient

Paediatric inpatient

JUL–SEP 2014

9897

JAN–MAR 2015

95.4

95.791.9

Victorian Health Experience Survey (VHES)

The VHES adult inpatient questionnaire seeks to discover the experience of people, 16 and over, who have been admitted to one of 116 Victorian public hospitals.

Potential respondents are randomly selected from people who were discharged from the Day Surgery Unit of The Royal Dental Hospital of Melbourne in the preceding month.

The overall care received by Day Surgery patients has been highly rated, indicating that the care and treatment they received from staff was excellent.

Overall experience % of patients who rated their overall hospital experience as either ‘very good’ or ‘good’.


“Thank you so much. You extracted my infected tooth. The swelling has disappeared and my face is back to my normal shape.” Faye, Brunswick

YOU SAID IT

“I’m very happy with my treatment at this hospital. Many years ago I had a couple of bad experiences that hurt and frightened me to the point of not seeing the dentist for 20 odd years. The last three to four visits here were fantastic and has renewed my faith in this hospital.” Darren, Brunswick

“First class treatment, friendly, polite and helpful.” Yvonne, Glenroy

“I recently had treatment at The Royal Dental Hospital of Melbourne and found the staff very helpful, professional and always doing their best to make me feel at ease at every step of the way. Thank you very very much.”Chris

“Migrating from another country is a very isolating experience, especially if you are in pain (toothache) and have little money. Thank you for helping when I have fallen on hard times.”Anonymous

“I was treated with respect as always. Very happy with the work done.”Margaret, Rye

“Right from the start to the finish, the service and treatment was amazing. Staff were caring and kind. Thank you.”Amanda, Berwick

Multiple quarters of results have been combined to present cumulative results for Oct–Dec 2014 to Jan–Mar 2015 throughout the adult inpatient report. This is because The Royal Dental Hospital of Melbourne did not achieve a sufficient number of survey returns for unique reporting (n=42) for the adult inpatient category for at least one quarter between Oct–Dec 2014 and Jan–March 2015. Combining these returns has given the hospital a sufficient sample for unique reporting of 74.

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ANSWERING YOUR

CALLS ON TIME

Unable to make your appointment? Make a new one at www.dhsv.org.au/appointments

In 2014–15, consumers told us that they were experiencing long wait times when calling the hospital. In response your feedback, our dedicated Patient Services Team has reviewed and implemented the following improvements:

• Analysed busy call periods and putting on extra staff to answer calls during these times.

• Introduced a queue placement announcement over the phone to inform callers on how long it would take for their calls to be answered.

• Utilised the skill sets of experienced staff to better answer general and complex dental enquires.

• Dedicated staff to monitoring electronic communication received from patients so that they would receive a quick response, for example, when a request is put through our website to cancel or change an appointment.

Since we made these improvements, there has been a significant drop in the number of complaints about being unable to contact the hospital.

Dental Health Services Victoria is committed to providing you, our patients and consumers, with excellent oral healthcare. The feedback we receive gives us the chance to improve so that we can continue to provide you with a safe and high quality service. Our feedback system allows us to manage complaints, compliments and suggestions that we receive from our patients. When we receive feedback, we work with the relevant managers as quickly as possible and respond within 28 days of receipt.

Feedback (complaint) definitions

Access – 121 Any complaint received relating to issues in accessing services. This may include waiting times, access to staff via the telephone or patient ineligibility to care.

Communication – 40 Any complaint received relating to miscommunication or a lack of communication that resulted in the patient having a negative experience. This may include communication around treatment or communication around our services or processes.

Treatment – 84 Any complaint received in which the patient is unhappy with the care provided or treatment outcome.

Facilities – 7 Any complaint received relating to our facilities. These may include facilities within the building such as chairs in the waiting area.

Cost – 10 Any complaints relating to the cost of treatment.

Customer service – 51 Any complaints received in which the patient perceives the staff as being rude.

Appointment scheduling – 10 Any complaint received in which the patient was unhappy that the staff made the wrong appointment or didn’t make the patient an appointment.

FEEDBACK: GOOD FOR BUSINESS

Complaints per financial year

2010–11

2009–10

2011–12

317

379

339

254

291

2012–13

2013–14

3232014–15

In 2014–15, we received 172 compliments relating to good care received and customer service. We also received 323 complaints relating to a variety of issues. We are working hard to improve in these areas.

Complaints per category

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Patient Experience Trackers, or PETs as we like to call them, were introduced to The Royal Dental Hospital of Melbourne in September 2012. We use portable computer terminals to collect feedback from our patients and visitors to improve our services at the hospital.

There are other ways to tell us how we are doing. You can give feedback by: • Completing it online

www.dhsv.org.au/feedback• Filling out a feedback form

at The Royal Dental Hospital of Melbourne

TELL US WHAT YOU THINK

PEOPLE MATTER SURVEY

The People Matter Survey is an employee opinion survey run by the Victorian Public Sector Commission (VPSC). Dental Health Services Victoria conducted the survey among staff in May 2015, measuring what we have done well and what we need to improve on.

Happy staff make happy patients – and since our recent survey, we have been using the data to create meaningful action plans to make Dental Health Services Victoria a better place to work. We are working on these action plans and will be able to share the outcomes with you in next year’s magazine.

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Sarah Anosa took on the concierge role in December 2014

In response to patients who told us that they found it hard to locate services at the hospital, The Royal Dental Hospital of Melbourne introduced a concierge role to help patients with timely communication and information when they arrive at the hospital doors.

As a result, patient satisfaction at the hospital hit an all-time high of 88% in February 2015.

Dental Assistant Sarah Anosa, who took on the concierge role in December 2014, said she attends to patients at the emergency reception on Level 1.

“I approach the patients waiting at reception to find out what time their appointment is and check if they are at the right place,” Ms Anosa said.

“Sometimes they are on the wrong floor so I direct them to the right clinics and they thank me for saving their time.”


PATIENT SATISFACTION

AT AN ALL-TIME HIGH

Fun factThe first braces were constructed by Pierre Fauchard in 1728 in France. These braces consisted of a flat strip of metal connected to the teeth by pieces of thread.

Our dedicated group of community members are helping Dental Health Services Victoria to make sure your hospital visit is as good as it can be.

The Community Advisory Committee (CAC) is a group of community members and patients just like you. They provide advice to Dental Health Services Victoria so that we can do better.

Our CAC provides a patient and visitor perspective of our services and we use their feedback to help shape written materials like this magazine, brochures and posters, online resources such as our websites and feedback channels.

A culturally responsive hospital The Department of Health and Human Services requires all Victorian Health Services to develop and implement a cultural responsiveness plan, a community participation plan and a disability action plan.

Dental Health Services Victoria’s Diversity and Community Participation Plan (DCPP) is the combination of these plans and it is overseen by the CAC.

The DCPP aligns with the National Safety and Quality Healthcare Service Standard 2: Partnering with Consumers, and Dental Health Services Victoria’s key strategic goals.

Our CAC has been busy in meeting the six standards of cultural responsiveness. Here are some of their achievements in 2014–15.

Standard 1: A whole of organisation approach to cultural responsiveness is demonstrated.

• Reviewed the Community Participation Policy, Diversity Policy and consulted consumers in development of written materials and translation services.

Standard 2: Leadership for cultural responsiveness is demonstrated by the health service.

• Promoted the Australian Charter of Healthcare Rights in Victoria via appointment notices, posters in waiting rooms and the Dental Health Services Victoria website.

• Introduced the Community Oral Health Champion Award and endorsed seniors as the theme for the 2013–14 Oral Health for Better Health magazine, and the nomination of Father Bob Maguire

OUR COMMUNITY ADVISORS

as 2015 Smile of the Year. In 2014–15, the CAC endorsed our 2016 Smiles of the Year, Carol Cooke and Mariam Issa, with the theme of extending the reach.

• Community consultations led by the CAC with consumers and visitors to The Royal Dental Hospital of Melbourne. In 2015 the topic was “Improving the Patient Experience”.

Standard 3: Accredited interpreters are provided to patients who require one.

• Continued provision of accredited interpreters to patients, including the introduction of on-site interpreters for Vietnamese, Mandarin, Cantonese, Arabic, Farsi and Dari.

Standard 4: Inclusive practice in care planning is demonstrated, including but not limited to dietary, spiritual, family attitudinal, and other cultural practices.

• Redesigned the model of care for asylum seekers and refugees to increase timely, appropriate access to emergency care.

• Continued using electronic Patient Experience Trackers (PETs) to capture immediate feedback from consumers.

• Assisted Dental Health Services Victoria in preparing for the National Safety and Quality Health Service Standards, in particular, Standard 2: Partnering with Consumers. In December 2014 Dental Health Services Victoria was awarded four ‘met with merit’ ratings for this Standard in our Accreditation survey.

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Fun factThe earl iest record of tooth decay was described by the Sumarians as “tooth worms”. There is a lso historica l evidence that around 2700 BC, Chinese acupuncture was used to treat tooth pa in.

Standard 5: Culturally and linguistically diverse (CALD) consumer, carer and community members are involved in the planning, improvement and review of programs and services on an ongoing basis.

• Revised the position description for community representatives and orientation material for CAC members.

• Reviewed written material for consumers (a number of patient letters and the CAC section of the website).

• Introduced visual display boards in waiting areas for patients to view and comment on the hospital’s performance in relation to safety and quality indicators.

• Introduced the consumer ‘tick of approval’ for all consumer tested materials.

Sandra Anderson has been a CAC member since April 2013. Sandra, along with her four children and 16 grandchildren, have used Victoria’s public dental services for many years.

How did you come to know about the CAC?

I read an article in the Health Issues Centres newsletter requesting consumers’ involvement. I was a CAC member at the University Hospital Geelong at Barwon Health for three and a half years so this application appealed to me. It has enabled me to have a voice and speak for others within the community.

Why did you join?

My passion is to help others. Oral health is a significant health issue for people’s wellbeing. I like sharing information through my community involvement. Also, my recent need for new dentures only proved how embarrassing it can be without


healthy teeth. Smiling in photos was definitely out of the question. Since obtaining my new dentures, I have become a different person. Good oral health can transform people’s lives.

In your opinion, what do you think you can bring to the CAC?

I believe that I am able to share my views from a patient’s, carer’s or visitor’s perspective. I have been involved in community consultation exercises where we ask the people sitting in the waiting areas their opinions of our services. People are always willing to answer these short surveys to help us to help them improve their visits.

Standard 6: Staff at all levels are provided with professional development opportunities to enhance their cultural responsiveness.

• Delivered cultural awareness training to staff.

• Produced videos where patients described their experience at the hospital utilising the Picker Institute principles of patient-centred care, to assist with staff training.

SANDRA ANDERSON

To contact the CAC or to provide feedback, please email [email protected].

“My passion is to help others. Oral health is a significant health issue for people’s wellbeing.”

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The Royal Dental Hospital of Melbourne has services to help refugees and asylum seekers living in Victoria receive dental care. Refugees and asylum seekers are eligible for general, denture and specialist treatment and may also be able to receive priority access to these services. The hospital also offers interpreter services for patients who need them.

A change in the model of care for how refugees and asylum seekers are being triaged saw a significant decrease in number of asylum seeker and refugee patients presenting as ‘walk ins’ and improved the flow of the emergency department. The innovative model of care saw 448 patients attend the hospital after they had received dental triage at their local support service from a Certificate IV trained Dental Assistant (DA). The DA triages patients, provides some oral health education and refers to the hospital’s emergency department or the local community dental clinic based on clinical need and location.

For more information on services for refugees and asylum seekers, find out more at www.dhsv.org.au/refugee-services

BETTER ORAL HEALTH FOR

REFUGEES AND ASYLUM SEEKERS In 2014–15, 12,328 refugees received the dental treatment they needed.

CELEBRATING DIVERSITY

IN THE NEXT FEW PAGES, READ ABOUT OUR ACHIEVEMENTS

IN PROMOTING ORAL HEALTH TO ELIGIBLE COMMUNITIES.

Top five non-English languages spoken by patients at the hospita l in 2014–15

1 Arab ic2 Vietnamese3 Persian (excluding Dari)4 Greek 5 Mandarin

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In 2014–15, Dental Health Services Victoria’s Health Promotion team partnered with Karingal, a not-for-profit organisation providing a range of services, care and support for people with a disability, to look at some of the barriers and opportunities for better oral health in disability services.

Sally’s visit to the dentist

Together with Karingal, Dental Health Services Victoria developed a short film which follows Karingal resident, Sally, on a visit to the dentist. It is hoped that Sally’s story can help others to prepare for positive dental visits by making them feel more comfortable about what to expect. The film was consumer tested with Karingal support staff and residents.

Easy read dental advice on Dental Health Services Victoria website

To address the need for simple information which disability support workers could share with clients and their families, we redeveloped part of the general dental advice section of the Dental Health Services Victoria website in the easy read style.


Karingal participants Marcus and Silvio

USEFUL TOOLS FOR THE DISABILITY SECTOR

View our easy read webpage, including the ‘how to keep your mouth healthy’ fact sheets at www.dhsv.org.au/advice-disability

The easy read style uses simple text and accompanying pictures to explain the text. It is a useful format for people with intellectual disabilities, people who do not use English as their first language and generally anyone who has trouble reading English.

We also created ‘how to keep your mouth healthy’ fact sheets in easy read style, covering the topics of eating and drinking for a healthy mouth, oral hygiene and dental visits. Consumer testing provided useful feedback that was incorporated into these resources.

Our consumers and staff come from all walks of life. We are committed to creating an environment where everyone feels welcome, no matter where they come from.Dental Health Services Victoria remains committed to the improving care for Aboriginal and Torres Strait Islander people. We seek to provide culturally responsive healthcare. Here are our 2014–15 highlights.

REACHING OUT TO OUR ABORIGINAL AND

TORRES STRAIT ISLANDER COMMUNITIES

1. Engagement and partnerships

Dental Health Services Victoria is working to close the health gap between Aboriginal and non-Aboriginal people and forging close ties with partners is one way to achieve this. In recognition of a key partnership, Dental Health Services Victoria and the Victorian Aboriginal Community Controlled Health Organisation (VACCHO) signed a Memorandum of Understanding on 13 May 2015. This has formalised our close relationship and has provided further opportunities for engagement with Aboriginal organisations to improve oral health.

2. Organisational development

Improving Aboriginal oral health is one of our priorities at Dental Health Services Victoria, and this is reflected in our strategic plan. We developed an Aboriginal Oral Health Plan 2014–15 to focus on achieving these goals and we are on our way.

In 2014, our Health Promotion team delivered Bigger Better Smiles at Bendigo and District Aboriginal Cooperative. Bigger Better Smiles is an oral health education program aimed at building knowledge, skills and confidence in healthcare workers who see pregnant women and families with

Health workers participating in the Bigger Better Smiles program are helping to improve oral health in their circles

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young children. We have plans to extend Bigger Better Smiles to Aboriginal communities in Gippsland working with Ramahyuck District Aboriginal Corporation and Gippsland and East Gippsland Aboriginal Co-Operative (GEGAC).

And that’s not all. In 2015, we delivered the Healthy Little Smiles workshop, an oral health professional development session at Yappera Children’s Service in Thornbury. 15 staff participated in the workshop which builds knowledge, skills and confidence to promote oral health in early childhood services, using the Healthy Little Smiles Resource Kit for Early Childhood Professionals.

3. Workforce development

We support our Aboriginal workforce because we believe that they play a crucial role in providing culturally appropriate services for Aboriginal patients and their families.

We developed the Indigenous Dental Assistant Traineeship program which has seen some graduates pursue further qualifications in dentistry. In 2015, our traineeship graduate Melissa Stevens became the first Aboriginal woman to join La Trobe University’s Bachelor of Health Sciences in Dentistry

We treated 10.3% more Aboriginal and Torres Strait Islander people across Victoria than the previous financial year (9,307 individuals)

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Melissa Stevens is working towards her dream of becoming a dentist

Michael Lawler with The Hon Peter Dutton MP, former Federal Minister for Health

Dental Health Services Victoria’s ‘closing the gap’ vans are making their way to remote and regional Aboriginal communities in Victoria to extend the reach and provide much needed oral healthcare.

The three vans will operate in the east, west and north of Victoria. Outreach services have begun in Northern Victoria by Rumbalara Aboriginal Cooperative (based in Mooroopna) and in Western Victoria by South West Dental Service (based in Hamilton).

program. Melissa joined fellow Indigenous traineeship graduate, Michael Lawler, who in 2014, was the first Aboriginal student to be accepted in the La Trobe Dentistry program.

In September 2014, Michael Lawler was one of the two winners of The Quantum Leap scholarship. The Australian Hospitals and Healthcare Association (AHHA) scholarship is awarded to Aboriginal and Torres Strait Islander students enrolled part-time or full-time in a degree at an Australian university.

4. Systems of care

The Royal Dental Hospital of Melbourne treats all patients identifying as Aboriginal and Torres Strait Islander, including non-concession card holders.

We have improved the way we identify Aboriginal patients to make sure that we provide culturally appropriate care to them. Our frontline staff, including our Aboriginal Liaison Officer and Aboriginal Community Development Officer encourage Aboriginal patients to identify themselves and these patients are given priority care.

We have also developed accurate, useful and appropriate information through our websites and brochures for the Aboriginal community.


HAVE VAN, WILL TRAVEL

Community agency staff accepting delivery of vans and portable dental equipment to support outreach services to regional Aboriginal communities

2,267 patients who visited Victoria’s public dental clinics in 2014–15 identified as homeless, an increase of 25.3% compared to the previous year.

A pilot program aimed at improving access to free dental care for people who are homeless, or at risk of becoming homeless has treated over 350 people in Victoria.

In October 2014, eight homeless-support agencies in north-west metropolitan Melbourne joined the trial, distributing ‘priority access cards’ to clients in need of dental care.

These were wallet-sized cards that recipients could present at local public dental clinics to identify themselves as eligible to receive free and immediate care without being put on a waiting list.

In 2015, World Oral Health Day was on 20 March and it coincided with the Where the Heart Is Festival for the homeless community.

From left: Tony (Festival participant), Sandra Allan (Dental Team Leader, Specialist Care), Julie Goodall (Oral Health Promotion Dental Assistant), Tracy Forrester (Clinical Coordinator), Fr Bob Maguire, Zaklina Stojanovic (Specialist Care Dentist).

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PRIORITY ACCESS CARDS CONNECT

HOMELESS TO FREE DENTAL CARE

Dr Colin Riley from Dental Health Services Victoria said maintaining dental health is a major contributor to achieving good overall health and engaging case workers and community nurses was one of the key success factors.

“To target the right people we are engaging case workers and community nurses working with homeless persons to ensure those most at risk get the dental care they need.

“Patients were very appreciative and Dental Health Services Victoria is now considering options to extend the project across Victoria.”

This program was initiated by the North and West Oral Health Leadership Group with a partnership between Dental Health Services Victoria and the Northern Melbourne Medicare Local.

373 homeless people accessed dental care over the five months of the pilot.

We couldn’t think of a better way to celebrate World Oral Health Day than to be at the festival with our 2015 Smile of the Year, Fr Bob Maguire, to provide dental checks for the homeless community.

Every year, service users and workers from community agencies join the Where the Heart Is Festival to provide music, performance, art, games, lifestyle and pampering activities, children’s and young people’s activities, health and community information for the homeless community.

WORLD ORAL HEALTH DAY

GOING DIGITAL: TELEDENTISTRY

TAKES OFF IN VICTORIA

Having a cyber dental check-up will soon be possible at public dental services across Victoria, with Dental Health Services Victoria introducing a new teledentistry project to provide specialist advice and advanced dental care to patients in rural and remote Victoria.

CEO of Dental Health Services Victoria, Dr Deborah Cole said the new teledentistry project will provide dental services to remote and at risk communities who find it difficult to access dental services.

“Teledentistry is bringing dental care to patients who find it hard to access dental treatment, such as those who need to travel long distances to get the care that they need,” Dr Cole said.

Oral Health Therapist Jessica Buhagiar uses an intra-oral camera to check a patient’s teeth

“We’re keen to extend our reach to patients whose dental health is at risk because they are currently unable to, or find it difficult to access care.”

Patients will be able to receive specialist advice or advanced care through a partnership between dentists at community dental agencies and specialist staff at The Royal Dental Hospital of Melbourne.

Supported by the Department of Health and Human Services, the project will identify the most appropriate equipment and information technology services needed for the delivery of teledentistry across regional Victoria.

ORALHEALTH FOR BETTER HEALTH 2015 21

Fun factOrthodontic brackets were invented by Edward Angle in 1915. If you or your parents had braces before 1970, they were probably similar to those invented by Dr Angle.

There are many kinds of toothpaste in the market. What kind of toothpaste should I use?The options for toothpaste may seem never ending and choosing a suitable toothpaste depends on your oral health needs. The key ingredient to look out for in any kind of toothpaste you buy is fluoride.

Fluoridated toothpaste is effective in preventing tooth decay

Tooth decay develops when sugars from food and drinks are broken down by bacteria in the mouth, resulting in acid production at the tooth surface. Fluoride in toothpaste and in drinking fluoridated water is like a constant ‘repair kit’ that helps protect teeth against tooth decay and helps fight the acid attack. It can also help make your enamel stronger and less likely to suffer dental decay.

ASK PROFESSOR MIKEToothpaste for sensitive teeth

There are many causes of sensitive teeth. It could be due to a cracked tooth, a loose filling, or tooth decay.

For people with sensitive teeth, there is toothpaste available which contains ingredients that block off nerve sensitivity caused by exposed dentine. See your dental professional to determine the cause of your sensitivity and whether using toothpaste for sensitive teeth is right for you.

Tooth whitening paste

Adult teeth are not naturally white. Tooth colour is mostly determined by the dentine inside the tooth, which is yellow. With age, adult teeth can become darker due to the gradual thinning of enamel, allowing the dentine colour to show through.

Whitening toothpastes typically contain abrasive particles or chemicals that effectively polish the teeth or bind to stains and help pull them off the tooth surface. Although you might be concerned that the abrasiveness of whitening toothpaste could damage your teeth, studies suggest that whitening toothpastes are no harder on tooth enamel than other types of toothpaste.

Stains on your teeth caused by smoking, food or bacteria can be minimised without tooth whitening. Quitting smoking or cutting down on food and drinks that can stain, like tea and coffee, can make a big difference to the colour of your teeth. Regular brushing with fluoride toothpaste will also help, as will visiting your dental professional for a regular dental check-up and a scale and polish.

Our resident dental expert, Professor Mike Morgan is here to answer your frequently asked questions on dental health.

If you have a question that hasn’t been covered here, email us at [email protected]

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Fun factThe common practice of placing a cover on your toothbrush is actual ly more detrimental –bacteria favour the moist environment, which increases reproduction.

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I think I have bad breath. How do I get rid of it?Bad breath, or halitosis, is a common condition caused by bacteria that live on the surface of the tongue and in the throat. Smoking, dry mouth, dental diseases and nasal or sinus infections could cause bad breath. Treating it would depend on the underlying cause.

Good oral hygiene is the key to fighting bad breath. This includes brushing, flossing and cleaning your tongue (which sometimes causes a perfectly normal gag-reflex). You can also use a fluoridated mouthrinse to help prevent cavities, reduce plaque and fight bad breath.

Knocked out teeth – what next? If permanent teeth are knocked out, there is an excellent chance that they will survive if they are immediately placed back in the tooth socket. Every minute the tooth is out of the socket, the less chance it has of surviving.

Is thumb-sucking and using the pacifier harmful for my child's teeth?It's normal for infants to want to suck their thumbs, fingers or pacifiers as they give children a sense of security and comfort. Generally it becomes a problem only when they go on for a long period of time. If thumb sucking continues when permanent teeth start to grow, usually at five to six years old, then dental problems may occur.

It also depends on how often, or intense or how long the duration of the sucking is, as teeth can be pushed out of alignment, causing them to protrude and create an overbite. Your child may also have difficulty with the correct pronunciation of words.


Knocked out adult’s tooth:

If the knocked out tooth is dirty, gently rinse it with milk without touching the root and follow the steps below. Do not scrub.

• Stay calm and act quickly.

• Locate the tooth and hold it by the crown (smooth white part).

• If the root has dirt on it, gently rinse the tooth in milk or saline solution such as contact lens solution for a few seconds only – do not use water or scrub.

• If the person is conscious, hold the cleaned tooth by the crown and replace it into its socket using light pressure.

• Hold the tooth in place by getting the person to gently bite on a piece of material such as a clean handkerchief or gauze.

• Seek immediate advice or treatment from a dental professional.

Call 1300 360 054 for emergency dental at The Royal Dental Hospital of Melbourne.

If you can't replace the tooth:

• Do not let it become dry and do not use tap water.

• Place the tooth in milk or saliva (preferably the patient's).

• Seal it in plastic wrap.

• Seek immediate advice or treatment from a dental professional.

Knocked out baby tooth

Do not try to put a baby tooth back in its socket because:

• It may damage the permanent tooth underneath the socket.

• Put the tooth in a glass of milk and take your child and the glass immediately to a dental health professional.

Fun factDentures were orig ina l ly made from hippopotamus or whale ivory and later from porcela in.

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PUZZLES

FluorideWaterDentalFruitTeethFillingPlaque Amalgam Clean

W I F T R F A I A T A Q

E L A U D P I F W Q O T

P Q M O T E C L E E W L

F E A W I D L F L U E L

T P L A Q U E W A I P U

N W G L U M A N F W N I

A U A M L D N R T R L G

W F M T P T A L T A I N

D A E T E C F Q E M L D

P F L U O R I D E U I E

I T D E F R U I T E T D

U A W F R D F U H W E TWORD FIND

SUPERMARKET SHOP

Take Munchgirl to the fruit and vegetable aisle


Pictures provided by the Dental Health Services Victoria Smiles 4 Miles program.

SODUKU

JOIN THE DOTS

Easy

6 8 2

4 1 8 3

2 8 5 4

6 8 7

4 6

2 9 4

1 5 2 7

6 4 9 5

9 3 6

Medium

5

3 1 2 8 9

3 6 4

6 3 5 8

9 8 6 1 5

1 9 3 6

1 4 9

4 9 2 7 1

5

Enter numbers 1 to 9 into the blank spaces. Every row, column, and 3 x 3 square must contain one of each number.

Draw a line from dot number 1 to dot number 2, then from dot number 2 to dot number 3, 3 to 4, and so on. Continue to join the dots until you have connected all numbered dots.

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EATING WELL

You are what you eat, and the saying holds true for our teeth and gums. Here are a couple of recipes for you to try at home from our friends at the Better Health Channel and Coeliac Australia.

Ingredients• 4 asparagus, spears• 1 ½ cups baby spinach• 2 large eggs• 30g feta• salt and pepper, to taste

Cooking method1. Peel asparagus spears gently with a vegetable

peeler to remove the tough outer skin. Blanch (cook briefly) in lightly salted boiling water until just cooked. Remove from water and cool in cold (preferably iced) water.

2. Wash baby spinach in cold water to remove dirt and grit. Dry thoroughly.

3. With a fork, whisk the eggs in a bowl. Heat a small non-stick frying pan and spray with a small amount of canola oil. When the pan is hot, add the eggs and quickly move the eggs around for 15 seconds.

4. Lower heat and place the spinach leaves on one half of omelette. Put asparagus spears on spinach and crumble some feta on top. Continue cooking on low heat until the egg is almost cooked but still a bit soft. Season lightly with cracked black pepper.

5. Fold the uncovered half of the omelette over the fillings and serve immediately.

Notes: Try Bulgarian feta for a smooth creamy texture. This recipe makes a generous serving for one but it is easy to have ingredients assembled to make a number of individual omelettes.

Reprinted with permission from ©2015 State Government of Victoria www.betterhealth.vic.gov.au

Omelette with asparagus, spinach and fetaPreparation time: 10 minutes Cooking time: 3 minutes

Ingredients• 100g snow peas• 2 medium carrots, grated• ¼ green cabbage, finely shredded• 30 leaves coriander or Vietnamese mint• 1 tablespoon fish sauce• 100g beanshoots• 8 spring onions• ½ red or yellow capsicum• 30 sheets rice paper• juice of 1 lemon

Dipping sauce• juice of 1 lemon• 1 clove garlic, finely chopped• 1 red chilli, deseeded and finely chopped• 1 tablespoon fish sauce• 1 cm piece fresh ginger, sliced

Cooking method1. Grate carrot. Finely slice snow peas, spring onions

and capsicum, lengthwise, about 8 cm long. Finely shred cabbage and place in bowl with lemon juice and fish sauce to marinate.

2. Soak rice paper sheets, 2 to 3 at a time, in cold water for approximately 2 minutes. Lift out carefully and place on a wet tea towel to continue softening. When they are fully soft and pliable they are ready to use.

3. Place a softened rice paper sheet on a board. Place a small amount of each vegetable and 1 piece of herb on the edge of the paper. (Suggested amounts are 1 to 2 slices of each vegetable and about 1 teaspoon of carrot and cabbage.) Small amounts of filling work better.

4. Roll up the rice paper, tucking in the edges. Place on a platter or tray. Continue with the other sheets of rice paper until all the filling is used.

5. Serve rice paper rolls cold or at room temperature, and use sauce to dip rolls into.

Dipping sauceMix all ingredients together.

Reprinted with permission from Coeliac Australia www.coeliac.org.au

Rice paper rolls Preparation time: 20 minutes Cooking time: 0 minutes


You will need a healthcare or pensioner concession card to be able to use most services at the hospital. If you do not have one of these cards, you can still get emergency dental treatment but you will need to pay a fee similar to what you would be charged at a private clinic.

Level 1

EMERGENCY CARE

For patients who have:• facial swelling• accidents involving the mouth

or teeth• bleeding from dental trauma• severe pain

Emergency dental care is available to all Victorians through The Royal Dental Hospital of Melbourne and available to all eligible Victorians at community dental clinics. You can find your closest clinic by calling (03) 9341 1000 or visiting www.dhsv.org.au/clinics

Please note: There may be a high demand for emergency services. Patients with the most serious dental

problems will be treated first. Patients with less serious problems may need to wait or be given an appointment for a different day.

Please call (03) 9341 1000 before arriving at the Emergency Department. Your condition will be assessed/triaged over the phone before you arrive and you may be given an appointment for another day.

GENERAL CARE

For patients who need:• extractions• fillings• dentures• routine dental examination• scale and cleaning

SPECIALIST CARE

For patients who need:• Orthodontics – alignment of teeth• Oral medicine – treatment

of disease of the lips, cheeks, tongue and jaw

• Periodontics – treatment of gum disease

• Prosthodontics – dentures, crowns, bridges

• Paediatric dentistry – dental care for children

• Endodontics – root canal treatment• Special needs dentistry – dental care

for people with intellectual or physical disabilities and complex medical histories

OUR DENTAL SERVICES

Domiciliary care

We also provide a domiciliary (or home) service to anyone who is housebound due to physical disabilities that make it difficult or unsafe to visit The Royal Dental Hospital of Melbourne.

Emergency and general dental care is provided at home, including:• dental assessments• oral health advice, prevention

and cleaning• fillings• simple extractions• provision of dentures and

denture care

For more information, visit www.dhsv.org.au/domiciliary or call (03) 9341 1000.

Travelling for treatment?

Victorians living in rural and regional areas can receive government assistance when travelling long distances for specialist medical treatment at The Royal Dental Hospital of Melbourne.

Visit www.dhsv.org.au/travelhelp

RADIOLOGY

For patients who need dental radiographs.

Level 2

TEACHING CLINIC

The treatment is provided by students training to become tomorrow’s dentists, prosthetists, oral health therapists and dental hygienists. Your care may take a little longer, but appointments are supervised by experienced dental professionals and your treatment plan will be discussed with you. Treatment may include cleaning, fillings or dentures.

To find out more about the teaching clinic or to make an appointment, please ring (03) 9341 1000 between 9am and 4.30pm (Monday to Friday only), and select option 3.

Please be aware that a screening appointment is required before receiving any treatment in the teaching clinic.

Level 4

DAY SURGERY

• Operating theatres

ORAL SURGERY

For patients who need surgical procedures involving the teeth, mouth or jaw.

Waiting lists apply for many of these services.

Ever wondered what services we offer at The Royal Dental Hospital of Melbourne? Here’s a guide.

Interpreter services

Interpreter services are available for all patients.

When you make your appointment please tell us if you need an interpreter and what language you prefer to speak.

These services need to be booked before you come to the hospital for your appointment. Telephone interpreters can be arranged for emergency patients.

bulk billed.No gap, no out of pocket costs

Child dental carecan now be

What dental treatments are available?

• Dental check-ups and cleaning teeth

• Fissure sealants and fillings

• Dental X-rays

• Extractions

• Root canals

Excludes orthodontic or cosmetic dental work and will not be paid for any services provided in a hospital operating theatre.

Find out more www.dhsv.org.au/childdental

The Commonwealth Child Dental Benefits Schedule allows for up to $1,000 basic dental treatment over a two-year period for eligible 2–17 year olds

• 2–17 year olds are eligible if they receive FamilyTax Benefit A or other relevant Australian Government payments

• Treatment is bulk billed through Medicare

In all Victorian public dental clinics

• Eligible children pay $0

• no out of pocket costs

• no wait list – your child will have the next available appointment

www.dhsv.org.auLike us on Facebook: www.facebook.com/DentalHealthVicwww.facebook.com/RoyalDentalHospitalMelbourneFollow us on Twitter: www.twitter.com/VicDental

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