Performance

Operational activity

In 2011-12 the ACTAS managed 39,112 incidents involving 39,908 responses by operational crews. A breakdown of responses in priority order is provided below.

Priority Type 2009-10 2010-11 2011-12 Proportion %
1 Emergency response (lights and sirens), using intensive care paramedic response 13,422 13,657 15,642 39.2
2 Emergency response (road speed), using intensive care paramedic response 15,372 15,113 15,945 40.0
3 Non-emergency ambulance response, using intensive care paramedic response 1,027 1,038 1,162 2.9
4 Non-emergency ambulance response, using patient transport service resource 5,795 6,060 7,159 17.9
Total 35,616 35,868 39,908 100

Operational performance

Accountability indicator 2009-10 2010-11 2011-12
Ambulance priority 1 – 50th percentile (minutes) 10.0 9.8 9.3
Ambulance priority 1 – 90th percentile (minutes) 15.8 15.6 14.8
Patient Transport Services ‘fixed booking’ attended by booked time 56% 52% 76%

The Justice and Community Safety Directorate Annual Report 2011-12

Patient satisfaction

The Council of Ambulance Authorities National Patient Satisfaction Survey report details the service quality and satisfaction ratings of ambulance service patients across Australia and New Zealand, measured in 2012. Each state of Australia and New Zealand randomly selects 1,300 emergency patients who required ambulance assistance during the 12 months prior to the survey. The same core questionnaire is used by all ambulance services. An independent research body draws together the results and prepares a report that discusses differences between states as well as comparisons with previous year results.

The overall satisfaction scores for the ACT Ambulance Service were exceptionally high at 97%, which is consistent with previous surveys.

The table below lists our patient satisfaction scores across all the service dimensions measured:

Service Dimensions

Very dissatisfied or dissatisfied
(%)

Neither satisfied nor dissatisfied
(%)

Satisfied of very satisfied (%)

Change

2012

2011

Call response time

0

1

99

99

Communication staff assistance

0

2

98

98

Ambulance response time

2

3

94

95

Paramedics care

2

2

96

96

Treatment satisfaction

2

2

97

96

Ambulance paramedics

2

3

95

95

Trip/ride satisfaction

3

5

93

92

Overall satisfaction

2

2

97

96

The full report is available at The Council of Ambulance Authorities Inc (CAA) website.

This page was last modified on January 3rd, 2013