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2019 Awards for Excellence Finalists

Community, leadership, life-saving projects collect CAA Awards

Australian and New Zealand ambulance services celebrated their outstanding achievements at the Council of Ambulance Authorities (CAA) Awards for Excellence in Perth on Wednesday August 14.

Awards in five categories – patient care, technology, leadership, staff development and clinical performance – were presented at a gala dinner held in
conjunction with the CAA19 CongressCAA Chief Executive David Waters congratulated the finalists and winners for their exemplary work and commitment to excellence.

“Each year at our Awards’ ceremony we see examples of the incredible, innovative initiatives undertaken by our ambulance services,” Mr Waters said. 

“The Awards provide an important opportunity for services’ to showcase their projects and celebrate their success.”

An overview of the 24 nominations for the 2019 awards is available at www.caa.net.au/publications

Excellence in Patient Care WINNER:

Ambulance Victoria: GoodSAM & AED Registration Programs
Ambulance Victoria partnered with UK Company GoodSAM to introduce its Smartphone app to alert community responders to suspected cardiac arrests as part of AV’s commitment to increase survival rates. Since the start of the program more than 4,000 people have registered and the evaluated survival rate, where GoodSAM responders attended, was more than four times higher than instances where no responder was present. 


South Australian Ambulance Service: Client Support Unit (CSU)
The South Australian Ambulance Service Client Support Unit was introduced in 2018 to identify and better assist frequent presenters to triple zero.  In just three months of operation, presentations to emergency departments had reduced by 50 per cent; there were fewer calls to triple zero and transports to hospitals dropped from 115 to 58.

Ambulance Victoria: Pilot of the Pre-hospital Response Of Mental health and Paramedic Team (PROMPT): Providing Best Care
Ambulance Victoria launched the Pre-hospital Response Of Mental Health and Paramedic Team, known as PROMPT, in Barwon district – an area where in 2018 ambulances responded to 5,360 mental health cases, which equates to 15 cases a day.  The project involves two person teams responding to low acuity social or mental health issues to more effectively direct treatment and support. Early results from the pilot have been positive.  

Patient Care winners and finlalist


Excellence in Staff Development WINNER:

Queensland Ambulance Service: Critical Care Paramedic Leadership Development Program
QAS implemented the Critical Care Paramedic Leadership Program for its team of 400 critical care paramedics. The program has worked to encourage CCPs to understand their roles as clinicians and leaders – influential positions involving mentoring and the capacity to drive positive cultural change. The learning process has been well received prompting one participant to describe the program as “by far the best professional development course I have been on.” 


Ambulance Victoria: Peer Support Dog
Ambulance Victoria introduced a peer support dog trial as part of its staff wellbeing programs with a range of aims, including increasing the uptake of peer support and other programs and reducing stigma around help-seeking behaviour.  An overwhelming positive response to the trial has resulted in an expansion of the program across the state with three dogs and handlers in active service and a capacity to increase to 12. 

NSW Ambulance: Wellbeing Workshop
NSW Ambulance designed the Wellbeing Workshop specifically for paramedics, control centre staff and volunteers. Employees reflected a similar health status to other first responder groups with poor mental health, obesity issues and low physical activity. Since the introduction of the program, more staff have sought help and registered for fitness programs, with 82 per cent saying they feel confident or “much more confident” in their ability to be well, safe and protected at work. 

Staff Development winners and finalists

Excellence in Leadership WINNER:
South Australian Ambulance Service: SAAS Reconciliation Action Plan (RAP)
SAAS introduced its Reconciliation Acton Plan as a means to engage with Aboriginal and Torres Strait Islander peoples, increase their rate of employment in its workforce and deliver equality of healthcare to make a positive contribution to Closing the Gap. The respect and trust developed through the program has been invaluable. It has enabled paramedics to provide early interventions in health care helping clients to avoid hospital treatments and empowering them to look after their own health care.


Ambulance Victoria: Growing Leaders Program
To foster the leadership capabilities of a large group of junior managers, Ambulance Victoria developed a unique program that was inexpensive, flexible and easily rolled across the state. It provided participants with the skills and tools to lead, and enable their teams to deliver excellent patient-centred care. It has transformed the way AV supports and develops front-line operational leaders. 

NSW Ambulance: Protected at Work: Best Practice Occupational Violence Prevention program.
NSW Ambulance developed a comprehensive program to help counter issues of occupational violence for paramedics. The program, from training to printed material and executive support, has helped build an environment of zero tolerance, replacing an acceptance of violence as being just part of the job.  Some 74 percent of program participants believe they have better tools to combat violence. 

 Leadership Winners and finalists crop

Excellence in Technology 
WINNER: Ambulance Victoria: Analytics Uplift Project
To better support operational managers in driving performance improvements, Ambulance Victoria developed a project to generate better strategic decision making. The project focused on three main areas – improving technology, up-skilling managers and analysts and delivering complex predictive and prescriptive analytics. The project has resulted in positive outcomes including higher levels of job satisfaction, increased in-house analytics capability and the capacity to tackle rapidly changing businesses challenges. 


Queensland Ambulance Service: Electronic Ambulance Report Form Project
QAS established an Electronic Ambulance Report Form Project to develop an application to meet the needs of the QAS mobile workforce and replace an ageing, cumbersome and costly system. The ARF solution aimed to reduce the administrative downtime required to complete patient care records, allowing paramedics faster turnarounds in emergency response. The project was rolled out in 2017 to more than 3,500 users.

Ambulance Tasmania: ESCAD Project
The Tasmanian Emergency Services Computer Aided Dispatch Project is a multi-agency program designed to link all emergency services and improve the safety of the community and emergency service responders, using a contemporary integrated computer aided dispatch system. Senior staff from Ambulance Tasmania were involved the multi-agency development, which followed the 2013 catastrophic fires. A range of improvements have resulted including inter-agency coordination and communication. 

Technology Winners

Excellence in Clinical Performance WINNER:
Ambulance Victoria: High-performance CPR: The development and implementation of a state-wide, multi-agency model in Victoria.
As part of its commitment to adopting the GRA’s ten step program to improve out of hospital cardiac arrests, Ambulance Victoria identified two steps as most significant for patient survival in Victoria – High Performance CPR with ongoing training and quality improvement – and measuring professional resuscitation using defibrillators. The model included the appointment of a resuscitation officer, new cardiac arrest guidelines, a HP CPR education package, collaboration with state fire services and training for university students on clinical placement.


St John Western Australia: Revolutionising cardiac arrest outcomes in Western Australia
St John’s campaign to improve survival rates for out of hospital cardiac arrests began in late 2016 with the aim of achieving an additional five survivors a year, consistently, for the following five years. A state-wide high performance CPR model was introduced with the aim of improving recognition of OHCA and dispatch; increasing the numbers of AEDs in the community and introducing a community response app.  In 2017, out of hospital survivors to hospital discharge increased from 113 compared with 173 in 2018. 

Clincal Excellence Matt Dom Deon

Star Award: The Star Award, selected from the winners of each of the five categories, was presented to Ambulance Victoria for its Analytics Uplift Project. 

Congratulations to our 2019 Star award winner: Ambulance Victoria -  Analytics Uplift Project

Ambulance Victoria Winners