Ambulance Victoria has introduced new video technology to triage non-urgent callers to 000.
Video assisted triage was introduced for all patients in April to allow nurses and paramedics to better assess and determine the best medical care for their needs.
AV executive director specialist operations and co-ordination Anthony Carlyon said the service helped provide the right care to all Victorians.
“Being able to see the emergency is a game-changer for our triage clinicians, who can get a clearer picture of the patients’ condition,” he said.
“With a more accurate video assessment, we can then safely refer them to more appropriate care options such as the Victorian Virtual Emergency Department or their GP.
“This then frees up ambulances for the sickest patients that need them most and relieves pressure on hospital emergency departments.
“This technology also helps us upgrade our response and send an ambulance when the caller had downplayed their emergency, which is especially useful for cases involving bleeding.”
Melbourne mum Claire Rapson was connected to VAT when she called 000 for her two-year-old son after he badly hit his head.
She called the technology “incredibly helpful”.
“With this technology I know that we’ll be seen and will have the best care for what we need, from wherever we may need it,” she said.
A three-month trial of VAT involving over 1000 callers between November 2023 and February 2024 resulted in 65.1 per cent of video triage calls being diverted from emergency ambulances, with 36.4 per cent referred to alternative service providers.
Patient satisfaction was high, with 93.2 per cent reporting an improved experience with AV.
Mr Carlyon said AV had tripled its Secondary Triage team since 2021, making it the largest service of its type within any ambulance service globally.
“We want patients to get the right care, in the right place, at the right time ‒ and that doesn’t always mean sending an emergency ambulance,” he said.
“If you do get transferred to Secondary Triage, it is important to know that you are in expert hands.
“We will be able to assess your condition and determine the right care for you.”
The Secondary Triage team, consisting of experienced nurses and paramedics, assesses up to 900 calls daily, providing alternative care options when appropriate including:
- Non-emergency transport
- Doctors and pharmacists
- The Victorian Virtual Emergency Department
- Urgent Care Clinics
- Safely treating conditions at home
- Self-presenting at hospital