Innovation grows Emergency Department avoidance, Impact Report reveals

• More than 216,000 patients were able to access care without requiring transport by emergency ambulance;
• Almost 134,000 patients attending one of St John WA’s six premium Urgent Care locations rather than attending a public ED;
• A record of 30.65 per cent of all Triple Zero (000) ambulance incidents resulted in a patient avoiding transported by emergency ambulance to a public ED via diversion to programs.

St John WA (SJWA) has launched into a post-COVID era with a refreshed approach to improving clarity and service delivery for the Western Australian community by investing in pathways allowing patients to avoid public Emergency Departments (EDs) when appropriate.

Its Impact Report – published today – revealed more than 216,000 patients were able to access care without requiring transport by emergency ambulance, and in many cases without attending ED thanks to SJWA programs.

Those programs included:

• Almost 134,000 patients attending one of SJWA’s six premium Urgent Care locations rather than attending a public ED;
• A record of 30.65 per cent of all Triple Zero (000) ambulance incidents resulted in a patient avoiding transported by emergency ambulance to a public ED via diversion to programs like the St John WA Secondary Triage Team, SJWA partnership with South Metropolitan Health Service’s Virtual Emergency Medicine and Health WA’s Virtual ED (WAVED), Healthdirect, low acuity crews or transporting patients to a non-ED location.

Improved service to community was also demonstrated in the State Operations Centre (SOC) where 93 per cent of Triple Zero (000) calls were answered within 10 seconds, up from 87.7 per cent the previous year.

As the financial year ended, SOC achieved rates as high as 99.5 per cent, in the face of a 1.2 per cent annual increase in Triple Zero (000) calls to 287,130.

An entirely refreshed Ambulance Services Agreement signed with the WA Department of Health in December marked the start of a new era for St John WA from January 1, and delivered on strategic goals including a five-year contract and boost to country services. 

“Importantly, the Agreement provides a pathway for change to facilitate innovation in partnership with the Department of Health,” SJWA Group CEO Kevin Brown said.

“The improved emergency response performance of 6.2 per cent in the first six months operating under the Agreement compared to the same period the previous year is reflective of the new focus and capability it supported.

“And we’re grateful to the State Government for funding of 31 additional paramedics, as well as relief support, to nine of our response locations across regional WA.”

He said the organisation was well placed to build on its charitable contribution to the Western Australian way of life and further support volunteer-led country sub centres going forward.

“In the past year, volunteers dedicated more than 236,000 hours to community, which spanned Triple Zero (000) ambulance response in country areas to enabling vulnerable people to access health care through Community Transport Services and ensuring the WA way of life was safe and supported through Event Health Services,” Mr Brown said. 

“On a personal level, getting to know team members across the length and breadth of WA means I have learned the organisation comprises a team with remarkable mettle: Unwavering in their service to humanity, respectful of the deep connection to community, and willing to act without hesitation.

“It’s humbling to be part of such a passionate and committed team and as leaders, we will continue listening and learning about what will strengthen St John WA as we enter this next chapter together.”

Additional highlights included:

• 105,455 people trained in first aid and 3472 trained in first aid for mental health.
• 2.6 per cent increase in WA children taught first aid, including nearly 18,000 disadvantaged students learning for free.
• Almost 4000 ambulance team members undergoing violence de-escalation training, with body cameras and safety vests to be trialled,
• Six midwives recruited to 24-hour State Obstetrics Referral call (STORC).
• Two Council of Ambulance Authorities awards for ambulance delivery of Take Home Naloxone and Critical Care Paramedic internship, which was expanded to on road response.
• $2.1 million state-funded Family and Domestic Violence training to 3000 frontline team members.
• Launch of Reconciliation Action Plan.

To learn more:

• 2022/23 Impact Report 
• 2022/23 Annual Report 
• 2023 Order of St John WA Yearbook