AV continues to deliver high patient satisfaction
October 14, 2024in News
Patients remain extremely satisfied with the care provided by Ambulance Victoria’s (AV’s) paramedics and first responders, according to a new national survey.
The annual study, conducted by Council of Ambulance Authorities (CAA), showed 97 per cent of patients were happy with the service provided by AV paramedics and first responders.
Ninety-four per cent of survey respondents saw AV ambulance staff as highly trustworthy, indicating they were confident in the quality of treatment given to them.
The survey monitors patient experiences with ambulance services across Australia, New Zealand and Papua New Guinea.
James (left) and Denise (right) recently reunited with Paramedics Ally Bild and Justin Hall, who helped deliver baby Alfie.
Acting Chief Executive Officer Anthony Carlyon said the survey showed AV met or exceeded the national average for our measures.
“These results reflect our commitment to excellence and exemplify the outstanding care our crews provide each day,” Mr Carlyon said.
“Overall, patient satisfaction has remained at 97 per cent or above for the past nine years.
“This shows our standards of best-quality patient care are embedded within the organisation and continue to be displayed, despite continuing pressure on our healthcare system.
“All credit goes to our people across the state who work together to ensure patients are well looked after.”
Denise Ryan had first-hand experience of the care AV’s paramedics provide when baby Alfie was about to make a surprise appearance in July this year.
A day before her due date, Denise had a birth plan ready and her midwife on call to help deliver Alfie at hospital but, without warning, started experiencing severe contractions.
“Everything happened really quickly. Usually when it’s your first baby, you don’t go that quick,” she said.
Dad James and Paramedic Justin Hall with baby Alfie.
A midwife herself, Denise performed a self-examination and felt a foot, realising that baby Alfie was presenting “footling breech” (feet first, rather than headfirst).
Panicked, Denise relied on paramedics to help bring Alfie into the world safely.
“I felt listened to and safe, and I knew they were trying to do the best thing for myself and baby,” Denise said.
“They explained why we needed to get to the closest hospital and had our best interests at heart – constantly communicating.”
Paramedic Ally Bild, who responded to the case with fellow Paramedic Justin Hall, said the risks were high in footling breach births, so she knew there wasn’t much time.
“The anxiety was palpable, and we knew we had to get Denise to hospital as soon as we could,” Ally said.
The crew transported her to Sandringham Hospital, and she held Justin’s arm as Alfie arrived minutes later.
Paramedics Ally Bild and Justin Hall with baby Alfie.
Denise said she will forever be grateful for the crews and hospital staff.
“The paramedics stayed at the bedside for the birth. It made me feel quite important and special that they stayed around and saw Alfie come out OK,” Denise said.
“Considering all the risks, it’s amazing that Alfie was OK. I remember when he arrived, everyone took a sigh of relief.
“We’re so thankful both Alfie and I are happy and healthy, and it’s due to the efforts of all the healthcare workers involved.
“They are lifesavers.”
Other key survey findings:
- 64 per cent said AV arrived quicker than they thought (63 per cent national average)
- 96 per cent said AV clearly explained their condition and reasons for treatment (96 per cent national average)
- 95 per cent said they had a comfortable ambulance ride (92 per cent national average).
Visit CAA Patient Experience Survey for more information.