The St John Integrated Model

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 info@stjohnambulance.com.au | 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?