Operational activity
In 2010-11 the ACTAS managed 36,111 incidents involving 35,868 responses by operational crews. A breadown of responses in priority order is provided below.
| Type | Number (2009-10) |
Number (2010-11) |
Proportion |
|---|---|---|---|
| Priority 1 Response | 13,422 | 13,657 | 38% |
| Priority 2 Response | 15,372 | 15,113 | 42% |
| Priority 3 Response | 1,027 | 1,036 | 3% |
| Priority 4 Response | 5,795 | 6,060 | 17% |
| 35,616 | 35,868 | 100% |
Operational performance
| Accountability indicator | Target | 2009-10 | 2010-11 |
|---|---|---|---|
| Ambulance priority 1 – 50th percentile (minutes) | 8 | 10.0 | 9.8 |
| Ambulance priority 1 – 90th percentile (minutes) | 12.5 | 15.8 | 15.6 |
| Patient Transport Services ‘fixed booking’ attended by booked time | 75% | 56% | 52% |
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 2011. 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 96%, 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 |
|
|---|---|---|---|---|---|
|
2011 |
2010 |
||||
| Call response time |
0 |
1 |
99 |
99 |
↔ |
| Communication staff assistance |
0 |
2 |
98 |
98 |
↔ |
| Ambulance response time |
2 |
3 |
95 |
94 |
↔ |
| Paramedics care |
2 |
2 |
96 |
97 |
↔ |
| Treatment satisfaction |
2 |
2 |
96 |
97 |
↔ |
| Ambulance paramedics |
2 |
3 |
95 |
92 |
↔ |
| Trip/ride satisfaction |
3 |
5 |
92 |
94 |
↔ |
| Overall satisfaction |
2 |
2 |
96 |
97 |
↔ |
The full report is available at http://www.caa.net.au/index.php/projects/current-projects
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