Performance

Operational Activity

In 2015-16 the ACTAS managed 49,936 incidents involving 49,734 responses by operational crews. A breakdown of responses in priority order is provided below.

Year 2011-12 2012-13 2013-14 2014-15 2015-16
Incidents 39112 41346 43445 46963 49936
Emergency incidents 14825 14464 15055 16331 16918
Urgent incidents 16442 18869 20147 19147 23504
Non-emergency incidents 7845 8013 8243 11485 9514
Responses 39908 41560 43198 46442 49734
Emergency responses 15642 15455 16066 17387 18200
Urgent responses 15945 17926 18746 19142 22122
Non-emergency responses 8321 8179 8386 9913 9412

Operational performance

Year 2011-12 2012-13 2013-14 2014-15 2015-16
Response Category
State wide Emergency (Priority 1) response time
% in 5 minutes or less 5.8 7.4 7.8 9.6 8.6
% in 10 minutes or less 58.4 66.4 71.3 74.2 67.6
% in 15 minutes or less 90.6 93.4 95.4 96.2 93.5
% in 20 minutes or less 97.6 98.5 98.9 99.3 98.3
State wide Emergency (Priority 1) response time
50 percentile (minutes)              9.25              8.65                8.2              8.00              8.48
90 percentile (minutes)            14.83            13.72              12.9            12.50            13.74
State wide Emergency (Priority 1) total case time
% in 60 minutes or less 30.63% 13.25%            19.30            23.00            24.76

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 2016.
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 98%, which is consistent with previous surveys.

The table below lists our patient satisfaction scores.

Year 2011-12 2012-13 2013-14 2014-15 2015-16
Patient satisfaction: Ambulance Services
Overall patient satisfaction
Ambulance patients surveyed – very satisfied or satisfied 97% 1% 98% 98% 98%
Ambulance patients surveyed – dissatisfied or very dissatisfied 2% 1% 1% 2% 1%
Ambulance patients surveyed – neither very satisfied nor dissatisfied 1% 0% 1% 0% 1%

The full report is available http://www.caa.net.au/publications/patient-satisfaction-survey

The full Report on Government Services is available at http://www.pc.gov.au/research/ongoing/report-on-government-services/2017/health/ambulance-services