Our services

Ambulance response services

Activities include:

• Emergency and non-emergency pre-hospital patient care and transport
• Specialised transport services
• Stand-by at special events
• Casualty room services
• Inter-hospital transfers
• Planning for and coordination of multi-casualty events and disasters
• Emergency call taking, operational deployment, dispatch and coordination of non-urgent patient transport services

Community and business services

Activities include:

• Community education including first aid training and injury prevention
• Commercial activities, such as industry contracts
• Training and education of ambulance professionals
• Pre-hospital care research

Customer service standards

The Queensland Ambulance Service (QAS) has identified the needs of its customers through community consultation and research. Customer service standards are designed to meet those needs in line with national and professional standards.
The QAS is committed to:

• providing the highest possible quality care and service to the community
• providing patient care in accordance with accepted clinical standards and the needs of the patient
• ensuring that all services are delivered in a professional and courteous manner
• ensuring response times for emergency transport are within national standards
• ensuring that patient’s and customer’s rights to privacy are respected
• honest and effective communication with patients and customers

Customer feedback

As an organisation committed to the provision of high-quality services, we recognise the importance of customer feedback as a valuable source of information; essential for continuous improvement in service delivery. The QAS has developed an online customer feedback mechanism based on the following principles:

• Use complaints as an opportunity to learn from our customers
• Make it easy for people to contact us with their concerns
• Address complaints promptly, courteously and confidentially
• Monitor and analyse customer feedback and address issues through training or a change in procedures
• Provide a full explanation of any adverse event in a timely manner
• Provide positive feedback to staff delivering exceptional service