AMBULANCE VICTORIA STRATEGIC PLAN 2010 â 2012
AMBULANCE VICTORIA STRATEGIC PLAN 2010 â 2012 AMBULANCE VICTORIA STRATEGIC PLAN 2010 â 2012
8. Performance measurement AV monitors its organisational performance using a suite of performance indicators grouped into four broad categories, which are closely aligned to the four strategic objectives outlined above: > Service delivery standards > Workforce development and welfare 8.1 Service delivery standards These performance indicators measure the quality of AV service delivery Performance Indicator Measures > Resource management and cost effectiveness > Health system and community capability Further development of the indicator suite is proposed during the planning period, with particular focus on refinement and expansion of service delivery indicators including measures of response time, clinical outcome and non-emergency performance (see Section 7 above). Where necessary, more specific measures will also be introduced to evaluate the effectiveness of each of the strategies outlined in Section 7. Existing performance indicators and related measurement definitions are detailed below. Specific targets are set for each measure every year in the AV Annual Plan. Call taking and dispatching times Emergency response times Standard of care Percentage of 000 calls answered within 5 seconds Percentage of Code 1 incidents with total time to dispatch within 150 seconds 90th percentile response time to suspected cardiac arrests (Priority 0) Percentage of Code 1 incidents responded to within 15 minutes Percentage of Code 1 incidents responded to within 15 minutes in urban centres with population greater than 7,500 Percentage of audited cases meeting standards (compliance with Clinical Practice guidelines) > emergency cases > non-emergency cases > CERT 27
Performance Indicator Patient outcomes Measures 1 Percentage of adult cardiac arrest patients with vital signs at hospital Percentage of adult cardiac arrests patients surviving to hospital discharge Mean reduction in pain score for > ischaemic chest pain > traumatic pain Percentage of patients with initial severe cardiac relief or traumatic pain who receive significant pain relief Percentage of potential major trauma patients (non-trapped) with scene time less than or equal to 20 minutes 1 8.2 Workforce development and welfare These performance indicators measure the effectiveness of strategies to promote workforce development, health and safety Performance Indicator Workforce education and training Workforce health and safety Measures Average days of training per employee per year Sick leave rate > operational employees > non-operational employees Average annual days lost through work-related injury per operational employee Patient satisfaction Percentage of patients (or their carers) satisfied or very satisfied with service Number of complaints per thousand cases > total complaints > substantiated complaints Percentage of members satisfied or very satisfied with the Membership Scheme Workforce satisfaction Average full shift overtime per week (operational employees) Percentage of workforce satisfied (or better) working at AV > operational employees > non-operational employees 1. Adult cardiac arrests not witnessed by a paramedic, presenting in VF/VT where resuscitation attempted 28
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8. Performance measurement<br />
AV monitors its organisational performance using a suite of<br />
performance indicators grouped into four broad categories, which<br />
are closely aligned to the four strategic objectives outlined above:<br />
> Service delivery standards<br />
> Workforce development and welfare<br />
8.1 Service delivery standards<br />
These performance indicators measure the quality of AV service delivery<br />
Performance<br />
Indicator<br />
Measures<br />
> Resource management and cost effectiveness<br />
> Health system and community capability<br />
Further development of the indicator suite is proposed during the<br />
planning period, with particular focus on refinement and expansion<br />
of service delivery indicators including measures of response time,<br />
clinical outcome and non-emergency performance (see Section 7<br />
above). Where necessary, more specific measures will also be<br />
introduced to evaluate the effectiveness of each of the strategies<br />
outlined in Section 7.<br />
Existing performance indicators and related measurement<br />
definitions are detailed below. Specific targets are set for each<br />
measure every year in the AV Annual Plan.<br />
Call taking and<br />
dispatching times<br />
Emergency<br />
response times<br />
Standard of care<br />
Percentage of 000 calls answered within 5 seconds<br />
Percentage of Code 1 incidents with total time<br />
to dispatch within 150 seconds<br />
90th percentile response time to suspected<br />
cardiac arrests (Priority 0)<br />
Percentage of Code 1 incidents responded to<br />
within 15 minutes<br />
Percentage of Code 1 incidents responded<br />
to within 15 minutes in urban centres with<br />
population greater than 7,500<br />
Percentage of audited cases meeting standards<br />
(compliance with Clinical Practice guidelines)<br />
> emergency cases<br />
> non-emergency cases<br />
> CERT<br />
27
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