AMBULANCE VICTORIA STRATEGIC PLAN 2010 â 2012

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1. Ambulance Victoria’s Role Ambulance Victoria is a critical link in Victoria’s Health Care System. AV provides pre-hospital care for patients experiencing medical emergencies, and medical transport by road and air to ensure both emergency and non-emergency patients access the appropriate level of health care. The overriding aim of the organisation is to improve the health outcomes of Victorians. In summary, Ambulance Victoria’s role is to: Improve the health of the Victorian community by providing high quality pre-hospital care and medical transport 2. Overview of Services AV operates across the State, with major administrative centres in Melbourne and Ballarat. We have more than 3,000 career employees and almost 1,000 volunteers, with over 220 road ambulance response locations. Air ambulance services (fixed wing and helicopter) cover the entire State. AV’s primary focus is to deliver services that meet the needs of our patients, their families and carers, and a range of organisations using our services (including public and private hospitals, the Transport Accident Commission, WorkCover and other health bodies). AV’s Services include: • Emergency medical response and pre-hospital care • Emergency medical transport by road or air • Non-emergency patient transport (including road and air stretcher transport and clinic transport for walking and wheelchair patients) • Major incident management and response • Retrieval of critically ill adult patients (including advice and bed coordination) • Assistance for ambulance patients to access appropriate care when paramedic care or transport is not required • Support for other health services in communities where the full range of services are not easily accessible • Community education in pre-ambulance arrival emergency care • The Ambulance Membership Scheme (ambulance insurance) 1
3. Principles AV is committed to a set of ten principles, which provide a guiding framework for our service delivery to the community and for our internal operations. AV is committed to: 1. Providing an appropriate response to all requests for service 2. Developing our services to improve patient outcomes, based on the best available evidence 3. Delivering services efficiently and cost effectively 4. Collaborating with other service providers and the community to improve health system performance 5. Minimising risks to the safety of patients and staff 6. Safeguarding patient confidentiality and privacy 7. Identifying and addressing community concerns about our services 8. Respecting the values of all members of the community 9. Recognising and valuing our people and their contributions 10. Encouraging and providing opportunities for our people to develop. 4. Strategic Objectives 2. Foster staff development and welfare Effective service delivery is critically dependent on the skills and well-being of AV’s staff and volunteers. Minimising the risks to staff health and safety and encouraging the professional development of all staff are key organisational commitments. 3. Develop organisational systems and resources to support improved service delivery Service delivery is becoming increasingly complex and dependent on more sophisticated support systems. Ensuring information and business systems continue to evolve is an essential part of delivering better services to the community. 4. Strengthen community relationships and promote community initiatives and policy to improve patient outcomes AV is committed to building on its relationships with all parts of the Victorian community, to ensure that it understands and responds appropriately to the full diversity of community needs. Initiatives to develop community capability and awareness can make an important contribution to improving health outcomes. AV’s overriding aim of improving health outcomes for Victorians is underpinned by four strategic objectives, relating to service delivery, staff welfare, organisational systems and community relationships. 1. Improve service quality and efficiency to better meet patient needs Continuing development of service quality to ensure patient needs are being met is fundamental to delivering improved health outcomes. Improved efficiency and better health system integration can also play a significant role in enabling more effective service delivery. 2
Page 1: PARTNERS FOR LIFE AMBULANCE VICTORI
Page 5 and 6: Health System development Ambulance
Page 7 and 8: Advances in information and technol
Page 9 and 10: Community expectations and capabili
Page 11 and 12: Objectives Strategic themes Key iss
Page 13 and 14: 7. Strategic Initiatives 2010 to 20
Page 15 and 16: Strategic themes Strategies Outcome
Page 17 and 18: Non-Emergency Transport Strategic t
Page 19 and 20: Major Incident Preparedness Strateg
Page 25 and 26: 4. Strengthen community relationshi
Page 27 and 28: AV Strategic Framework AV role and
Page 29 and 30: Performance Indicator Patient outco
Page 31 and 32: 9. Ambulance Victoria in 2012 AV’

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AMBULANCE VICTORIA STRATEGIC PLAN 2010 â 2012