st john ambulance presentation - james sherriff
TRANSCRIPT
St John Ambulance Western Australia Ltd.209 Great Eastern Highway, Belmont Western Australia | PO Box 183, Belmont Western Australia 6984
Tel 08 9334 1222 | Fax 08 9277 6662 | Email [email protected] | ABN 55 028 468 715 | ACN 165 969 406www.stjohnambulance.com.au
Approach to implementing Patient Experience.
Metropolitan Operations
Ambulance Service in WA
• Pre-Hospital Patient Solutions• Established over 123 years ago (1892)• Private not for profit organisation• Largest area covered by a single ambulance service
in the world
- 2.5 million sq. kms.
• Engaged with 11.5% of WA population Reactively with Ambulance last year
• Engaged with 20% of WA Proactively with First Aid Training
• Communicated with 500 000 Australians on the phone in our call centre last year.
• 1000 Community first responder locations
• Humanitarian Missions (Malaysia/Vietnam/Jerusalem/East Timor)
• Community engagement
• Free first AID 120 000 school children
• Aboriginal ambulance project
• 4800 volunteers / 3.5 million volunteer hoursImportant
PointIntegrated
Model
Pre-Hospital
Patient Experience
How can we help you, to help the patient solution experience, to help the health services of Western Australia?
Alternative Pathways
Together we can create solutions.
Our Performance
Our Performance
Our Performance
Previous – 0.0009%
Current – 0.0006%
Implementation
-Strategic Organisational goal
-Cleveland Clinic Video
Touching the lives of patients
-Performance Management
Allowing for mistakes
Change Behaviour
Heart Count
-Feedback, all stakeholders
Focus Area
“You can have everything in life that you want if you will just help enough other people get what they want.”Zig Ziglar
• Patient Outcome• Paramedic Profession
Communication Project
Case StudyParamedic Story
Case Study – Customer service v Customer Experience.
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Questions?