One of only two fully bulk-billing medical clinics in Warrnambool has launched a campaign to reduce the number of missed appointments.
WRAD Health says that missed appointments are leaving a big financial hole and also impacting on community health and wellbeing with all local medical services struggling to meet increased demand.
WRAD Health has implemented reminder systems and patient engagement initiatives to reduce the number of `Did Not Attend’ (DNA) cases and also started a communications campaign to encourage people to keep their appointments.
CEO Mark Powell said WRAD Health understood that there may be good reasons for not making appointments, but he urged people to give at least 24 hours’ notice if they need to cancel.
“That means we have the opportunity to offer the spot to someone on our waitlist,” he said.
Mr Powell said missed appointments happened virtually every day and the impact was mounting. There were 51 vacant appointments in February, many as a result of DNAs.
“If we said conservatively there were 30 did-not-attend appointments every month, that means about $2400 lost revenue which we need to pay the costs of providing a free healthcare service.”
Mr Powell said the costs of missed appointments varied depending on the length of consultation but were then compounded by the other costs that go into providing a doctor consultation. “We are funded through receipts from Medicare. If people don’t come, we don’t get paid but still have to pay the doctors, nurses, receptionists and other services costs.”
Missed appointments also come at a time when demand for local health services is growing with many clinics unable to take new patients and delays for appointments.
WRAD Health continues to bulk bill to ensure equitable access, but says respecting appointment times is a shared responsibility. “We understand life happens, but we encourage anyone who can’t attend to contact us as early as possible,” Mr Powell said. “That simple act can help us fill the spot and ensure another community member receives the care they need.”
“WRAD Health is here to provide services to help keep our community healthy. Every appointment matters,” Mr Powell added.
Mr Powell said missed appointments were an issue across the health sector. “I’m sure WRAD Health speaks on behalf of all health professionals when it comes to the inconvenience and impact caused by missed appointments,” he said.
The WRAD Health clinic is used by about 2700 people each year for general medical support with more than 18,000 consults for the year. It has eight doctors on staff. While other local medical clinics offer mixed billing, only WRAD Health and Gunditjmara are fully bulk billing.
Mr Powell said WRAD Health was determined to continue providing accessible services to the local community.
An event in Warrnambool later this month will show support for local transgender and gender-diverse people.
WRAD Health, in partnership with South West TAFE, is hosting a Transgender Day of Visibility (TDOV) barbecue on Monday March 31 to not only support trans and gender-diverse people but to acknowledge the importance of allyship in today’s political climate.
TDOV is an annual global event dedicated to recognising and celebrating the resilience, strength, and contributions of transgender people while acknowledging the challenges they continue to face.
This year, WRAD Health and South West TAFE are coming together not only to celebrate transgender people but to highlight the importance of visibility and support in ensuring equitable access to health and social services.
“At WRAD Health, we see firsthand how stigma and discrimination create barriers to care,” WRAD Health CEO Mark Powell said. “For transgender and gender-diverse people, these challenges can be even greater—particularly when intersecting with alcohol and other drug (AOD) use. Too often, fear of judgment prevents people from reaching out for help. We want to change that.”
Mr Powell said the TDOV BBQ would provide a welcoming and inclusive space where people can come together, share a meal, and engage in meaningful conversations about visibility, inclusion, and the role of strong allies.
The event will provide an opportunity for people to meet with some of the staff from WRAD Health and South West TAFE to talk about some of the issues and gain information about support services available to trans and gender-diverse people, including those navigating AOD challenges.
“South West TAFE has been a great supporter of WRAD Health initiatives in the past and been very active in their own allyship so it makes sense to collaborate with them for this event,” Mark Powell said. “Through events like this, we can ensure that transgender and gender-diverse people feel seen, heard, and supported—not just today, but every day.”
“By standing together, we can challenge stigma, remove barriers to care, and build a more inclusive community.”
The free TDOV barbecue will be on Monday March 31 from noon-1pm at South West TAFE.
Laura Anderson, provisional psychologist with Community Collective Victoria (CCVic) and co-located at WRAD Health, shared insights into her work at the recent AGM.
CCVIC is a community initiative providing a no-cost, multi-disciplinary service in low socio-economic areas. Laura’s role at WRAD health is to assess and support people on their healing journey. This includes using different therapy modalities, assessments and supporting NDIS applications where applicable.
Laura decided to study psychology to work primarily with neurodiverse children with ASD or ADHD or trauma, but her experience at WRAD Health has changed her career direction. “I am a big believer that there is always a reason behind behaviour and see substance abuse as a counterproductive coping mechanism, the tip of the iceberg with a much larger picture hiding under the surface,” she said. “I enjoy working with the complexities behind this coping mechanism, as well as listening and providing space for clients to tell their story. It is important to the healing process that people feel heard, safe and not judged.
“Every one of my clients has experienced trauma to a degree and research shows that 1 out of 4 people that walk into a drug and alcohol facility are undiagnosed neurodiverse,” Laura said. “This is a significant number that can be reduced.”
Laura works closely with WRAD Health clinicians to identify and support clients that have undiagnosed or untreated mental health disorders. If the client has been identified as having a mental health diagnosis, the team at CCVIC and Laura then support an application for NDIS at the request of the client.
Her work is having an impact.
One woman presented with complex trauma, substance dependence, a pending court case, homelessness, suicidal ideation, limited support and all loss of hope for the future. The AOD clinician worked with her to reduce substance use and Laura completed tests that showed she had a mild intellectual disability. Laura was then able to support a NDIS application, at court, and for housing applications. The young woman is now continuing her healing journey, working and having goals for the future.
An unemployed man with suicidal ideation was referred to Laura after seeing a WRAD Health clinician for several months. She assessed him as having symptoms of ADHD combination. The clinician organised for him to go to a detox facility while Laura contacted his GP with a letter and report recommending a psychiatric review for ADHD. This person is now medicated, employed and his anxiety and depression symptoms have significantly reduced.
Laura says the referral process and co-location are beneficial to clients because of the continuity of care and easy transition into psychological support.
WRAD Health is steered by a dedicated group of volunteers who make up our Board of Management.
Three of those Board members – Glenys Phillpot, 25 years, Rob Coffey, 15 years, Shane Keogh, 10 years – were recognised at this week’s AGM for their outstanding contributions.
Glenys Phillpot, OAM, has been a dedicated member of the Board for 25 years and is Chair of the Lookout Committee.
“Since joining WRAD Health in 1999, Glenys has provided unwavering dedication, support and wisdom and has helped to shape WRAD Health into the vital community service that is today,” chair Helen Taylor said.
“Throughout her time with WRAD Health, Glenys has also made significant contributions to the broader community, including 13 years on Warrnambool City Council and four terms as Mayor,” she added.
Glenys said she continued to enjoy her time with WRAD Health. “It is very much a team effort and I’m most impressed by the passion, care and professionalism shown by the people that work here.”
Glenys added that the icing on the cake would be the approval of the Lookout Residential Rehabilitation Centre. “The community has embraced it and we need that facility here.”
Rob Coffey was a member of Warrnambool Apex in the 1980s when it conducted research into the drug and alcohol problem in Warrnambool, eventually paving the way for the creation of the Western Region Alcohol and Drug Centre.
Helen said Rob continued his connections with WRAD Health during his time in Rotary and in education and as a volunteer.
“Rob’s ability to analyse and review risk management and to appreciate the need for good governance is very much appreciated and comes through in every meeting,” she added.
“It’s a wonderful opportunity to serve where others don’t or won’t serve and be surrounded by people who share their passion for the community for those that need our help,” Rob said.
Helen said Shane Keogh had contributed a decade of dedication to WRAD Health, continuing a long connection between the Board and local police.
“As a member of Victoria Police, Shane has done remarkable work in the community, especially in building bridges with the Indigenous community,” Helen said.
“Shane was also a perfect bridge between WRAD Health and local police who has given us great advice and great connections.”
Shane was not present to accept his citation.
Congratulations Mark Powell on winning the national Smart Recovery family and friends Facilitator Award!
Mark facilitates a WRAD Health family and friends meeting on the Smart Recovery platform, as a voluntary addition to his work as CEO.
This recognition, announced tonight in Sydney, shines a light on the importance of supporting loved ones who often feel overwhelmed and unsure of how to help those struggling with addiction.
Through our group, we provide a safe space for families and friends to share their experiences, gain practical tools, and navigate this challenging journey together. This award is a testament to the power of community, compassion, and evidence-based guidance in empowering loved ones to take care of themselves while supporting others.
At WRAD health we’re not just supporting individuals; we’re strengthening families and creating pathways for lasting recovery.
Thank you to everyone who has trusted us to walk this path with you. Together, we continue to make a difference!
#SmartRecovery #FamiliesAndFriends #SupportMatters #RecoveryTogether #CompassionInAction
Parents are the not-so-secret weapon in tackling teen vaping.
A recent study commissioned by VicHealth has shown parents and carers hold more power and influence in tackling teen vaping than they might realise.
The VicHealth research found one in three teenagers have tried vaping and one in five are currently vaping.
A special information session – Clear the Air – will be held at the Lighthouse Theatre on September 12 to equip parents and carers with the facts and tips they need to have informed conversations with young people about vaping.
Clear the Air will feature Dr James Durl, a researcher with Blurred Minds, a leading organisation in drug and alcohol education.
“Saying ‘vaping is bad’ is not enough,” Dr Durl said.
“One-dimensional messages about vaping fail to engage or convince students.
“Straightforward slogans like “just say no” or “vaping is bad” fall flat with today’s students.
“These oversimplified messages don’t address the complexity of vaping or give students the depth of information they need.
“Young people are savvier than we often give them credit for – they want real facts and honest discussions, not just rules to follow.”
Warrnambool Mayor Cr Ben Blain said Clear the Air was a great opportunity to gain insights into why teenagers try vaping and how parents can be informed and ready to provide accurate advice and support.
“It’s reassuring for parents and carers to know that they can still exert a strong, positive influence over the young people in their lives who are at an age when they are often seeking greater independence,” Cr Blain said.
“But the research shows, encouragingly, parents and carers continue to be key players in helping young people make healthy choices.”
The evening will also include a Q and A session with local representatives from youth services, health care, schools and young people.
Clear the Air is a partnership with Brophy, DARE (Drug and Alcohol Responding Early), South West HealthCare, VicHealth, the Barwon South West Public Health Unit and WRAD Health.
Admission to Clear the Air is free but people are encouraged to register their attendance via the Lighthouse Theatre website: www.lighthousetheatre.com.au
Clear the Air – facts for informed conversations about vaping
When: Thursday, September 12, 5.30pm
Where: Lighthouse Theatre
Register: www.lighthousetheatre.com.au
A new art therapy and nutrition skills program is being incorporated in the Sliding Doors non-residential alcohol and other drug rehabilitation program
Nourishing Recovery will enhance the recovery journey of participants and has received funding from the Wanless Family Fund, a sub fund of the Australian Communities Foundation.
The art therapy project will consist of a five-weekly session conducted by a professional artist who has lived experience of mental illness and substance use who has been in recovery for several years and now delivers artistic skills to participants to aid in building confidence and self-esteem.
The cooking program will consist of a weekly cooking session and dietitian education session that culminates in using a community-based kitchen facility to cook meals that are affordable on low income and also meet basic nutritional requirements.
The program will provide participants with a creative outlet for self-expression and emotional exploration, enhance their self-awareness and self-esteem, promote relaxation and stress reduction, and foster personal growth and empowerment.
In a world where fully bulk-billing clinics are becoming a thing of the past, WRAD Health is determined to continue providing free medical care.
As one of only two fully bulk-billing medical clinics in Warrnambool, WRAD Health faces challenges in ensuring the service’s viability but says it’s important that is stays for the community.
The clinic is used by about 2700 people each year for general medical support and now has eight doctors on staff.
While other local medical clinics offer mixed billing, only WRAD Health and Gunditjmara are fully bulk billing. Australia has reportedly lost more than 400 dedicated bulk-billing GP clinics in the past year.
A Guardian Australia analysis of bulk billing only clinics on the Healthdirect service finder GP database between 2023 and 2024 found 455 GP clinics switched from fully bulk billing to a mix of bulk billing and out-of-pocket fees in the year to February.
In addition, 114 bulk-billing clinics were no longer on the register, having either closed or been removed for other reasons. However, 124 clinics switched from mixed billing to fully bulk billing, while 35 new dedicated bulk-billing clinics were added to the register.
WRAD Health’s determination to stick with bulk billing comes despite tough financial challenges.
CEO Mark Powell said the organisation’s mission was to provide accessible services to the local community.
“We’re a not-for-profit organisation and running bulk billing practices are a service to the community first and foremost, ensuring access to healthcare for those vulnerable people unable to pay out of pocket,” he said.
“We want to be as accessible as we can to the community and believe that bulk billing is one way of achieving that. Access to free healthcare given the current financial pressures means people can get medical care in a timely way.
“It can prevent the need for more costly healthcare such as going to hospital.”
Mr Powell said he was aware of cases where people had avoided going to a doctor because they were worried about costs but eventually had to go to hospital to have the problem treated.
Bulk billing clinics increase accessibility to affordable health care, encourage regular health check-ups, support vulnerable people and families, a comprehensive care approach to chronic disease management, and reduce healthcare costs.
“Especially in regional areas like Warrnambool, where income levels may vary and access to healthcare can be limited, bulk billing practices play a crucial role in providing necessary medical care to a larger portion of the population.”
Despite the importance of bulk-billing clinics, more are finding it is no longer financially viable to be bulk-billing-only general practitioners.
WRAD Health says the community can play its part in retaining this local service. “It’s nice for the local community to know there is a bulk billing service here. That’s something for the community to be proud of and support,” Mr Powell said.
He admitted maintaining the clinic was challenging. “We are covered through Medicare for the doctor’s time but there are other aspects of a consult that aren’t funded,” Mr Powell said.
“If the community wants the services of WRAD Health to grow, it needs to show its support. If people value having this free service in the community, they can donate by contacting info@wrad.org.au.
Mr Powell said there were still misconceptions about WRAD Health, with some people not realising it is a general medical clinic.
“The change of name from Western Region Alcohol and Drug Centre to WRAD Health was to address that and show we are delivering more general health care,” he said.
“The medical practice runs as a general medical practice and people attend for a vast array of medical reasons including mental health concerns, management of chronic health conditions such as cardiovascular disease, diabetes and respiratory diseases, skin health checks, sexual and reproductive health, procedures and immunisations.”
Mr Powell also laid to rest any misconception that bulk billing GP services are not as good as clinics that charge gap fees.
“We have well-respected and experienced doctors who have been in the community for many years and we reinvest in their knowledge and development. The service here is as good as any clinic.”
WRAD Health has eight full and part-time doctors and also hosts GP registrars. “The feedback from our doctors is that they love working here. They appreciate what we are trying to achieve for the community and find it a positive environment to work in.”
WRAD Health is also a strong supporter of training and development and regularly hosts registrars and doctors in training.
For Mr Powell, providing affordable care to the community is part of the attraction of WRAD Health.
“Personally, I really enjoy working for an organisation that has these kinds of values and is working to support the community and the feedback from patients is also very positive.
“People appreciate that they can seek the care they need without worrying about financial barriers.”
Additional information: Gunditjmara provides fully bulk billing services and headspace is fully bulk billing for people aged under 25.
“I am beyond disappointed that The Lookout has once again been overlooked in the 2024-25 Victorian State Budget but remain committed to making this essential residential rehabilitation facility a reality.
This disappointment is in my capacity as CEO of WRAD Health and also as a former Alcohol and Other Drug (AOD) Clinician, where I know the absence of this facility will cost lives and continue to tear apart families.
But I will not lose hope. The Lookout represents a beacon of hope for individuals struggling with addiction in south-west Victoria. With the support of government funding and community stakeholders, we can transform lives, strengthen communities, and pave the way towards a brighter, healthier future for all.
I stand ready to continue these conversations so that instead of community disappointment again in 12 months’ time, we are sitting down with architects to make The Lookout a reality.
I will continue working with the Victorian State Government to ensure The Lookout is a reality in the 2025-26 State Budget.
The need for a dedicated AOD Residential Rehabilitation facility in south-west Victoria has been evident for more than a decade. WRAD Health has been pursuing the development of The Lookout for more than seven years, driven by a comprehensive demand analysis that underscores the urgency for such a facility in the Great South Coast region. It is well supported by a range of community services and community members with more than $1 million pledged or donated to get this project off the ground.
The statistics paint a stark picture of the challenges faced by our communities.
In 2023, WRAD Health’s AOD clinical services delivered 826 treatment episodes, with alcohol being the primary drug of concern for 53% of cases. Unfortunately, demand outweighs treatment provision.
Health perspective data from 2012-2021 shows;
• There were 8,302 hospitalisations where drugs were the main reason for admission in Warrnambool, Southern Grampians, Glenelg, Corangamite and Moyne.
• For a similar time period there were 5,844 alcohol and drug related ambulances attendances across Warrnambool Moyne, Glenelg, Corangamite, and Southern Grampians.
Further, there were 2,173 deaths related to alcohol and illicit drugs within the Corangamite, Glenelg, Moyne, Southern Grampians and Warrnambool areas. These numbers do not reflect road deaths, but where is our ‘Towards Zero’ campaign?
Criminality has also seen an increase. In Warrnambool we have seen an overall 13.8% increase in offending with rates of Family Violence up 18.5%, higher than state average with women 81% of the affected family members. Incidents involving assault are up, incidents involving breach of family violence orders are up, drug possession is up. Similarly in Glenelg, increased rates of breach of FV order and drug possession as well criminal damage.
The absence of a dedicated AOD Residential Rehabilitation facility exacerbates these issues, leaving individuals and families without access to the crucial support they need to overcome addiction. Without proper intervention, the cycle of substance misuse perpetuates, leading to further strain on healthcare systems, law enforcement, and social services.
The Lookout, spearheaded by WRAD Health, aims to address this pressing need by providing evidence-based, proven treatment in a supportive and therapeutic environment. By offering comprehensive programs tailored to individual needs, including counselling, medical services, and supported accommodation, the facility will empower individuals to reclaim their lives and reintegrate into society without the need to return to substance use.
Despite repeated calls and extensive efforts, the lack of commitment from government bodies to support the establishment of the facility is deeply concerning. It is imperative that stakeholders recognise the urgency of the situation and allocate the necessary resources to bring this vital project to fruition.”
Emergency call 000
For medical issues call South West Healthcare 55 631666
For mental health issues call SWH emergency dep't 55 631 666 or 1800 808 284
For drug and alcohol issues call Directline 1800 888 236
For Lifeline call 13 11 14
Or click on the links below for help.
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