Timboon and District Healthcare Service (TDHS) is committed to providing safe, high-quality, person-centred care across all of our services. We maintain comprehensive governance, compliance and quality systems to ensure we meet legislative requirements, industry standards and community expectations.
Our commitment to compliance and continuous improvement helps ensure patients, residents, clients and visitors can have confidence in the care and services we provide.
TDHS participates in a range of external accreditation and quality assurance programs that independently assess our performance against nationally recognised standards.
These accreditation programs assure that our systems, processes and services are focused on safety, quality, continuous improvement and positive consumer outcomes.
Timboon and District Healthcare Service (TDHS) is accredited against the National Safety and Quality Health Service (NSQHS) Standards, Australia’s nationally recognised framework for ensuring safe and high-quality healthcare.
These standards help ensure that consumers and their families receive care that is safe, effective and centred around their individual needs. Independent assessors regularly review our services to ensure we continue to meet these standards and identify opportunities for improvement.
The NSQHS Standards focus on nine key areas:
Meeting the NSQHS Standards is part of our ongoing commitment to delivering safe, high-quality healthcare for our community. We continually review our services, listen to feedback, and work to improve the care and experience of everyone who accesses TDHS services.
If you would like more information about the NSQHS Standards, please speak with a member of our team.
At Timboon and District Healthcare Service (TDHS), we are committed to providing safe, respectful and high-quality aged care services that support older people to live with dignity, independence and choice.
Our community aged care services are delivered in line with the Strengthened Aged Care Quality Standards, which set clear expectations for the quality of care and services older Australians should receive.
These standards place older people at the centre of care and help ensure that consumers are treated with respect, have a voice in decisions that affect them, and receive care that reflects their individual needs, preferences and goals.
Meeting the Aged Care Quality Standards is part of our commitment to providing compassionate, person-centred care for older people in our community.
We regularly seek feedback from consumers, families and carers, and use this feedback to continually improve the care and services we provide.
Timboon and District Healthcare Service (TDHS) is a registered provider under the National Disability Insurance Scheme (NDIS).
As a registered NDIS provider, we are independently assessed against the NDIS Practice Standards to ensure the services and supports we provide are safe, high-quality and focused on the needs and goals of each consumer.
The NDIS Practice Standards are designed to protect the rights of people with disability and promote choice, independence, inclusion and wellbeing.
The standards focus on:
At TDHS, we are committed to providing disability services that are safe, respectful and person-centred. We work in partnership with consumers to support their independence, wellbeing and goals, while ensuring our services meet the requirements of the NDIS Practice Standards and the expectations of the people we support.
The Timboon Medical Clinic is accredited through Australian General Practice Accreditation Limited (AGPAL), demonstrating our commitment to providing safe, high-quality healthcare to our consumers and community.
AGPAL accreditation involves an independent assessment against the Royal Australian College of General Practitioners (RACGP) Standards for General Practices, which are recognised nationally as the benchmark for quality and safety in general practice.
Accreditation helps ensure that our clinic has the systems, processes and facilities in place to provide safe, effective and patient-centred care.
The RACGP Standards focus on areas including:
AGPAL accreditation provides independent assurance that the Timboon Medical Clinic meets nationally recognised standards for quality and safety.
Our team is committed to delivering professional, compassionate and patient-centred healthcare; while continually improving the services we provide to support the health and wellbeing of our community.
Timboon and District Healthcare Service (TDHS) is committed to protecting the privacy and confidentiality of our consumer, families, carers, staff and visitors.
We understand that personal and health information is sensitive and important. We collect, use, store and share information only when it is necessary to provide care, deliver services, meet legal requirements or support the safe and effective operation of our organisation.
TDHS manages personal and health information in accordance with relevant Victorian and Commonwealth privacy legislation, including the Privacy and Data Protection Act 2014 (Vic) and the Health Records Act 2001 (Vic).
We are committed to:
Protecting your privacy is an important part of providing safe, respectful and person-centred care. If you have questions about how your information is managed, or would like to access your records, please contact our Privacy Officer.
For more detailed information, please refer to our Privacy Policy.
Timboon and District Healthcare Service (TDHS) is committed to openness, transparency and supporting individuals to access information about their care.
Under the Freedom of Information Act 1982 (Vic), you have the right to request access to documents held by TDHS, including your medical records. This may include obtaining a copy of your records or arranging to view the original record.
You may request access to:
In some circumstances, you may also request that personal information be amended if you believe it is inaccurate, incomplete, out of date or misleading.
To make a valid Freedom of Information request, you must:
If paying the application fee would cause financial hardship, you may request that the fee be waived. TDHS can consider requests for fee relief where appropriate.
Once a valid application has been received, TDHS will process your request in accordance with the Freedom of Information Act.
We will generally provide a decision within 30 days, although this timeframe may be extended in some circumstances as permitted under the legislation.
If access to information cannot be granted, either in full or in part, we will explain the reasons and advise you of any review rights available to you.
Many requests received by TDHS relate to medical records. If you would like to access your health information, our team can help determine the most appropriate process and guide you through the application requirements.
For further information or assistance with a Freedom of Information request, please contact:
Freedom of Information Officer
Timboon and District Healthcare Service
21 Hospital Road, Timboon VIC 3268
Email: timboon.tdhs@swarh.vic.gov.au
Phone: (03) 5558 6000
You can also find additional information about Freedom of Information rights and processes through the Office of the Victorian Information Commissioner (OVIC).
At Timboon and District Healthcare Service (TDHS), providing safe, high-quality care is at the heart of everything we do.
Clinical governance is the system we use to make sure our consumers receive care that is safe, effective and focused on their individual needs. It also helps us continually improve the services we provide.
Our approach is guided by the National Model Clinical Governance Framework and Safer Care Victoria’s Clinical Governance Framework, which set the standards for safe and high-quality healthcare across Australia and Victoria.
These systems help us identify issues early, respond appropriately and continually improve the care we provide.
When you receive care at TDHS, you can be confident that we are committed to providing care that is safe, respectful, person-centred and focused on achieving the best possible outcomes for you and your family.
Timboon and District Healthcare Service (TDHS) is committed to providing a safe, healthy and respectful environment for everyone who visits, lives, works or receives care at our service.
The safety and wellbeing of our consumers, visitors, volunteers and staff is an important part of delivering high-quality care.
We work to create safe environments by:
Everyone has a role to play in maintaining a safe environment.
We ask consumers, residents, visitors and staff to:
TDHS is committed to providing an environment where everyone feels safe and respected.
We do not tolerate behaviour that places the safety or wellbeing of others at risk, including violence, aggression, bullying, harassment or discrimination.
We continually review our safety practices and work to improve the environments in which care is delivered.
By maintaining strong health and safety systems, we help ensure that everyone who accesses TDHS services can feel safe, supported and respected.
Timboon and District Healthcare Service (TDHS) is committed to maintaining the highest standards of integrity, accountability and ethical conduct.
We encourage staff, volunteers, contractors, consumers and members of the community to report concerns about suspected wrongdoing, corruption, misconduct or other inappropriate behaviour that may affect the organisation, its people or the community we serve.
Under Victorian legislation, individuals who make a report in good faith may be protected through the Public Interest Disclosure (Whistleblower) framework.
TDHS is committed to creating an environment where people feel safe and supported to raise concerns without fear of intimidation, discrimination, victimisation or reprisal.
Anyone who reports suspected wrongdoing in good faith will be treated with respect, and their concerns will be managed appropriately and confidentially, in accordance with legislative requirements.
Examples of conduct that may be reported include:
TDHS is committed to:
If you have concerns about suspected wrongdoing within TDHS, you are encouraged to raise them through the appropriate reporting channels.
Reports will be managed confidentially and in accordance with TDHS policies and Victorian legislation.
Whistleblower protections play an important role in promoting transparency, accountability and ethical behaviour. By supporting people to speak up when something is not right, we help create a safer, stronger and more trustworthy organisation for our community.
At Timboon and District Healthcare Service (TDHS), we are committed to continually improving the care and services we provide to our community.
We believe that quality healthcare is built on listening, learning and adapting. By regularly reviewing our performance and seeking feedback from consumers, families, carers, staff and community members, we can identify opportunities to improve and ensure our services continue to meet the needs of our community.
We use a range of activities to monitor and improve the quality and safety of our services, including:
The experiences and feedback of those who use our services are invaluable. We encourage consumers, families and carers to share their feedback, suggestions and ideas.
Whether it’s a compliment, suggestion or concern, your feedback helps us understand what we are doing well and where we can do better.
Continuous improvement is part of our culture and our commitment to providing safe, high-quality and person-centred care.
By learning from experience, embracing innovation and working in partnership with our community, we strive to ensure our services remain safe, effective, accessible and responsive to the needs of the people we serve.
