NSW Ambulance Achieves Highest Patient Satisfaction Rating

NSW Ambulance has achieved the highest patient satisfaction rating of any ambulance service not only in Australia, but in New Zealand and Papua New Guinea as well, according to the 2024 Council of Ambulance Authorities annual Patient Experience Survey.

Almost all of the 700-plus patients surveyed (99 percent) rated their overall satisfaction as “very satisfied” or “satisfied”.

Ninety eight percent said the care provided by paramedics was either “very good” or “good”.

No one said they were dissatisfied with the treatment they received from NSW Ambulance.

The assistance provided by NSW Ambulance emergency medical call takers was also rated highly, with 94 percent of people surveyed describing them as “very helpful and reassuring” or “helpful and reassuring”.

Minister for Health Ryan Park said the results were a real testament to the State’s hard-working paramedics and emergency call takers, who delivered the utmost professionalism in challenging circumstances.

In 2023, NSW Ambulance responded to more than 1.4 million emergencies, with a daily average of one response every 22 seconds.

Zone Manager for Murrumbidgee Zone Liesa Huggins said the rating was recognition for the job that paramedics did all the time.

“At times it can be a very challenging job,” Ms Huggins said.

Ms Huggins said that The Bureau of Statistics report from April to July 2024 stated the median times for ambulance response to high priority calls; those that are life threatening.

“The Griffith Ambulance median response time is 7 minutes, well within the 10 minutes we aim for,” Ms Huggins said.

Despite record demand for ambulance services, NSW Ambulance paramedics, doctors, nurses, emergency medical call takers and dispatchers continue to provide outstanding care to the community.

Griffith received a share of the $1.76 billion funding from the Strategic Workforce and Infrastructure Team (SWIFT) program.

They also benefited from some new ambulance staff a couple of years ago.

NSW Ambulance Chief Executive Dr Dominic Morgan said NSW Ambulance staff always strived to provide the community with world-class pre-hospital emergency care.

“I am very pleased to see these results, which reflect the dedication of our staff to always treat patients in a kind and caring manner,” Dr Morgan said.

“Our emergency medical call takers and paramedics provide high-quality care to our community and it is wonderful to see our patients rating their experience with NSW Ambulance so highly, particularly during a period of unprecedented demand for emergency medical services.”

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