2020 - 2021
Annual Report









Dot Painting


Staff and Board Directors of Star Health acknowledge the traditional owners of this land, the Yalukit Willam clan of the Boon Wurrung people, and pay our respects to their Elders past and present. We acknowledge and uphold their continuing relationship to this land and acknowledge that this land has never been ceded. 


Star Health is committed to working in partnership with our local Indigenous community and addressing health inequity for all First Nations people. Star Health is proud to provide an inclusive service and work environment where individuals feel safe, accepted, affirmed and celebrated.  


Star Health is committed to equity, irrespective of cultural or linguistic background, sexual orientation, gender identity, intersex status, religion or spiritual beliefs, socio-economic status, age and abilities. 


We welcome you to our Annual Report


Each year we celebrate the progress and achievements made towards Health and Wellbeing for all. The report provides us with an opportunity to acknowledge the work that happens every day to deliver health and wellbeing outcomes for our community.  


As we continue to navigate the challenging environment surrounding COVID-19, we were mandated to only provide an Annual Report.


However, we are proud to present this extended version, which features some of the stories of Star Health in 2020/21. 


Services at Star Health span the full range of integrated care needed for those living with chronic and complex health conditions, including: 

Therapeutic Support, Service Coordination

Sex Worker Education & Support Services (RHED)


Older Person High Rise Program  & Supported Residential Services

COVID-19 Testing & Vaccination Services

Alcohol & Other Drug Services (AOD)


Homelessness to Home

Allied Health Services

Physiotherapy, Exercise Physiology, Podiatry, Occupational Therapy, Dietetics & Speech Therapy

Case Management Services

Child, Youth & Family Services

Chronic Condition Management

Diabetes Education, Smoking Cessation

Community Health Nursing & Midwifery

Family Violence Services

General Practice Doctors (GP)

Harm Reduction Services

For people who use alcohol and/or drugs

South Melbourne Capacity Building

Indigenous Access Services

Disability (NDIS) 

Health Promotion & Disease Prevention

Mental Health Services

Home Care Packages

Homelessness & Housing Support Services

Post-Acute Care

For more information on our services, or to book an appointment, visit: https://www.starhealth.org.au/services-2/


CEO / Board Chair Report

"StarHealth could not be the successful Organisation it is without the dedication of all the wonderful people who help make up our community."

Annual Report - Damian Tass.png

Treasurers Report

Board Profile


Management Profile

Strategic Plan Update

The 2021-2024 Star Health Strategic Plan was created in collaboration with all key stakeholders of Star Health, including partners, staff and our consumers. This document will guide us through the next 3 years.


All of our internal business and program plans flow on from this plan and will ensure that we are all working together towards our Vision of Health and Wellbeing for All and towards our Purpose that we exist to champion health equity for everyone in our community. 

Our 2018 - 21 Strategic Plan is now completed and some key achievements include:

  • Securing funding to expand existing programs and establish new programs in the mental health space.  

  • Addition of new GPs, and increased use of telehealth, has led to 41% increase in patient visits. 

  • New partnerships with LaTrobe, Deakin and Monash in research and collaboration projects. 

  • Significant advocacy work in areas of: 

    • Mental Health 

    • Fishermen’s Bend Community Hospital 

    • Decriminalisation of Sex Work 

    • Presentations to Minister for Mental Health and to the  Maternal, Child and Adolescent Health and Wellbeing  Taskforce, the Senior Victorian Ageing Well Taskforce and the Statewide COVID 19 Primary Health Advisory Group 

  • Move to the Victorian Pride Centre, establishing Star Health as the major tenant of the facility and a key ally to the community – Click to read more about our move to the VPC

  • Significant improvement across measures in regards to % of calls answered, reducing process time and improving 1st call resolution rates. 

  • Significant improvement in social media engagement, enhancing our ability to communicate with our consumers about services and other key messages. 

To view the strategic plan on our website, visit: 



Accessible Resources

Star Health is committed to ensuring that our consumers can receive, read and understand the health information that we provide to them. We also provide resources to empower consumers to appropriately utilise the information we provide once their appointment is complete. 


We provide services and information according to consumers’ preferences and specific needs. Interpreters are available for all appointments, if requested, and we translate our key documents into the most utilised languages. We review interpreter usage data each year (see graph to right) and adjust our translations accordingly. 

Interpreter usage 20/21


Hearing from our consumers

From 2016 to 2019, Star Health participated in the Victorian Health Experience Survey (VHES).

The survey did not run in 2020 or 2021, but we look forward to participating again in 2022.


Instead of the VHES, Star Health ran an internal survey in December 2020 to both capture the experiences of our consumers and to feed the consumer voice into our new 2021-2024 Strategic Plan.


Some results to note are below: 

Child Psycholgist

What consumers said

When we asked how likely people would be to recommend Star Health to friends or colleagues


63% rated 9 or 10/10 and 29% rated 7 or 8/10. 

What we did

We continue to report on, and review feedback

very carefully.


We regularly discuss changes that could be made from feedback to improve our services to consumers. 

What consumers said

27% of people reported that they felt consumers are not involved enough in service design and improvement. 

What we did

We are creating a manual to support staff and consumers     to work together. 

 We continue to improve the ways we engage those with        lived experience to go through the co-design process. 

What consumers said

People reported that the flexibility in the way we delivered services throughout the pandemic was a positive. 

What we did

We will continue to offer different appointment types where possible to ensure that consumers receive services in the way they prefer. 

I love the kindness of staff, they take personal responsibility to assist in care and they are very informative 
The reception staff made me feel very comfortable when I rang to make an appointment.
The doctor gave helpful advice, is professional & patient when explaining procedures and was reassuring  when I was concerned about pain. 
Filling out a form

What you said about phones

"I wait too long on the phones"

What we did about phones

We have upgraded our phone system to minimise technical issues and brought on additional staff to help manage the demand. 

We also separated out COVID calls and gave those calls a dedicated team to ensure better response times. 

What you said about appointments

I can't get an appointment when I need it

What we're doing about appointments

We continuously monitor our waitlists and make changes to increase our capacity through increased hours, recruitment and efficiency. 

What you said about waiting rooms

I wait too long in the waiting room

What we're doing about waiting rooms

Our clinicians make sure they spend enough time with every consumer to best meet their needs and this may sometimes mean they are running late, but we will continue to improve our communication to you when this happens. 





StarHealth has played a large role in the COVID-19 pandemic, including not only fixed testing and vaccination sites, but also outreach, community engagement and education, as well as being flexible and adaptable to the changing landscape to keep our community safe.  




COVID-19 Response


  • We have administered over 100,000 vaccines across all our COVID programs – including the Prahran Town Hall Clinic and our Roving Star service. 

  • Our vaccination services continue to scale up with the increase in demand with the introduction of the Port Melbourne Town Hall fixed site, in addition to a mix of community pop up and in-reach vaccination services. 

  • Roving Star vaccination services travel to consumers and target specific communities including: 

  • High Rise residents 

  • Indigenous consumers 

  • Culturally and Linguistically Diverse populations 

  • Sex workers 

  • Consumers with serious mental health and Alcohol and Other Drug issues 

  • Frail/elderly consumers 

  • Homeless and at risk of homeless 

  • Refugees and asylum seekers 


  • We have conducted over 65,000 tests since the start of the pandemic. 

  • These tests were undertaken at the Prahran Town Hall and via our Rapid Response teams.
    These tests were delivered with the support of the City of Stonnington who remain committed partners in the fight against COVID-19. 


  • In response to outbreaks and requests from government, we have deployed mobile teams across metropolitan and regional Victoria. 

  • We have also provided in-home testing to vulnerable communities in the Shepparton Culturally and Linguistically Diverse community and high rise buildings in Fitzroy and Flemington. 

High Risk Accommodation Response

The High Risk Accommodation Response (HRAR) program has played a key role in preparedness, prevention and outbreak response in high rise settings.

HRAR have provided isolation support to over 120 residents providing food, essential supplies and wellbeing checks.

HRAR staff proactively engage with residents to ensure they are supported and have the resources and information they need. 


In 2021, StarHealth collaborated with photographer Nick Walton-Healy to capture the 

positive stories and thoughts of some of our HRAR clients around

COVID-19 and getting vaccinated.


Just one of many examples of our flexibility and adaptability in this space involved working out of The Base Backpackers, St Kilda. This was for a period of 12 weeks, in response to the significant COVID-19 outbreak.


It was focused on relocating a group of Victorians into The Base to ensure safe and secure accommodation, appropriate care and support options. ​


  • 11 people moved into Residential Aged Care – 50%  

  • 1 resident moved into a Wintringham Community Housing property  

  • 1 resident moved into an Office of Housing property  

  • 2 residents moved into Queens Road Rooming House 

  • 5 residents moved into Supported Crisis Accommodation at Launch, Flagstaff and Ozanam House  

  • 2 residents moved into a pension level SRS of their choosing (HH relatives)  


Taking care of staff

Star Health is committed to ensuring that our staff are safe and prioritising their wellbeing. 

As we all know, the COVID pandemic has meant constantly changing advice and information, and our staff were required to be incredibly flexible and adapt very quickly to the changing landscape. 

It is important to note that our staff, not only in the specific COVID program, but across the organisation, have shown incredible resilience and good will in ensuring that our services can continue in some capacity to keep consumers connected. We were able to better use technology and be creative in reaching out to consumers in a variety of ways. This has been an incredible learning experience and through feedback from consumers, we will continue these methods into the future when appropriate and preferred. 

We have convened the Star Well Working Group to focus in specifically on the wellbeing of our staff. The Working Group has shared a monthly newsletter which includes self-care tips, new hobbies to try and shared stories from other staff to ensure a connection when face to face meetings were not regularly possible. 

The Working Group has also worked with our People & Culture Team to introduce a series of wellbeing sessions, including yoga, meditation and specific sessions to address topics of self-care, for example, “Sleep and Our Health”, “Meditation” and “Healthy Brain Healthy Body”. 

press to zoom

press to zoom

press to zoom

press to zoom

Integrated Care at

Considering the broad range of services provided at Star Heath, it has been a key focus of the organisation to ensure that pathways between services are streamlined, aiming to remove the need for our consumers to repeat information. 


A review of our entire system was undertaken in 2020 and from this, the Integrated Care Working Group was convened. The group has sub-projects that are working towards: 

  • A shared and consistent way to deliver services; 

  • Tools that allow us to have better visibility of consumer information; 

  • Assisting our staff to better provide integrated care; 

  • Allowing clinicians from different teams to connect and share ideas to improve care; 

  • Tools to help the organisation better understand whether our services are helping. 


We have consumer representatives on each of the groups to ensure that this is a co-design process and we are listening to the real experiences and challenges that a journey through our organisation might present. 


We are really looking forward to implementing all the amazing ideas that come out of this project and passing on the improvements to our consumers. 


Star Health is proud to be a tenant of the new Victorian Pride Centre (VPC) building on Fitzroy St in St Kilda. We join many other like-minded organisations in this bright new building, and we are looking forward to the collaboration and partnership opportunities this will bring. 


This site will not be a service delivery site. Services in St Kilda are delivered from the Fitzroy St site just across the road. The new building allows us to consolidate some corporate, outreach and phone-based teams from other sites. This means our sites in Prahran, South Melbourne and St Kilda can be better utilised for direct service delivery. 


Star Health is a Rainbow Tick Accredited organisation. This is a voluntary set of standards that we have chosen to make a commitment to. We want everyone who enters our services, partners with us or enters our sites, to feel welcome, safe and included. The VPC is designed as a space to celebrate our diverse LGBTI+ community and create space for sharing ideas and resources to increase our knowledge and understanding. We are proud to belong to the group of outstanding organisations that will call this new building home. 

Volunteering Group

Consumer Representatives

 & Volunteers

Consumer Stats


new consumer representatives coming onboard, totaling

37 at StarHealth


consumer positions on 9

Star Health working

groups and committees



of staff recruitment

interview panels had

consumer representatives

consumers surveyed as part of the Strategic Plan Survey


of consumer representatives are also volunteers

Volunteer Stats




want to help

reason for





Heart & Hands


born overseas


now employed at StarHealth




Our Consumer
Participation Committee

At Star Health, the aim of our Community Participation Program (CPC) is to actively and meaningfully engage with our consumers to ensure they are central in the development of our services and programs. We have a Consumer Participation Committee who meet regularly, but there are many other ways our consumers are involved in our organisation: 

  • Committees and Working Groups – there are many positions that come up for consumers to feed directly into the Committees and Working Groups throughout the organisation.
    Contact us if you would like to be involved. 


  • Interview Panels – consumers feed directly into the recruitment of staff
    and sit on over 70% of our interviews. 


  • Strategic Plan – 28 consumers were involved in online forums to feed directly into the new Strategic Plan. The Consumer Participation Committee and Health Literacy Committee
    (made up largely of consumers) also had focus groups to feed into the plan. 


  • Surveys – 5 consumers were engaged to assist us in talking to respondents
    for the survey mentioned earlier in the report.

  • Two of our consumer representatives have gained employment at Star Health within the HRAR
    (High Risk Accommodation Response) Team as Community Engagement Workers
    assisting with our vaccination clinics. 


StarHealth locations

9525 1300

South Melbourne

341 Coventry St, South Melbourne

VIC, 3205

Open Monday - Friday
8:15am - 5:00pm

Tram routes: 12 & 96

St Kilda

22 - 28 Fitzroy St, St Kilda
VIC 3182

Open Monday - Friday

8:15am - 5:00pm

Tram routes: 16, 96, 12, 3, 5, 64, 67


240 Malvern Rd, Prahran

VIC 3181

Open Monday - Friday
8:15am - 5:00pm

Tram routes: 73, 78, 79

Trains: Sandringham line
(Prahran Station)


Level 4, Suite 2, 973 Nepean HWY
Bentleigh VIC, 3204

Open Monday - Friday

8:15am - 5:00pm

Trains: Frankston line
(Moorabbin station)