Annual Report - Ambulance Service of NSW

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Corporate GovernanceAmbulance has a commitment to provide ethical practices for the community.The Code of Conduct describes the values and ethical framework that guides theorganisation in the action, directions and behaviours, which underpin provision ofthose services. In accordance with the Code of Conduct, Ambulance employeesmust conduct themselves in a way that promotes public confidence and trust in theorganisation.Professional Standards and Conduct UnitThe Professional Standards and Conduct Unit (PSCU) exists tostrengthen ethical governance by promoting ethical practices,work standards and professional conduct across Ambulance.The Unit is also responsible for monitoring the complaintmanagement system to help identify opportunities to improveservice delivery and customer satisfaction. In particular, it is therole of the PSCU to:>>>>>Develop and communicate Ambulance’s corruptionresistance and ethical governance strategies.Develop, implement and maintain complaints handlingsystems including supporting, training and advising staffinvolved in complaints handling or other investigations.Manage Ambulance’s involvement in coronial inquiries.Advise Ambulance on issues pertaining to relationshipswith external agencies such as the NSW Ombudsman, theHealth Care Complaints Commission and the IndependentCommission Against Corruption.Develop guidelines, policies and procedures on the Unit’sareas of responsibility.PSCU also monitors and investigates allegations ofmisconduct, unprofessional conduct and findings against staffwith respect to criminal and traffic offences.There were 160 new matters and 94 matters finalised in2006/07 compared to 85 new matters and 67 finalised in thepreceding year (see table on page 62 for details).Code of ConductA new Code of Conduct was published in August 2006. Afurther minor amendment was made on 25 May 2007.Complaints dataA total of 567 complaints were received by Ambulance in2006/07, compared to 734 in 2005/06. This decrease mayin part be attributed to the considerable resources investedin better managing complaints in general. A breakdown ofcomplaints received during 2006/07 is shown in the tablebelow. The type of complaint resolution mechanisms utilisedremains consistent with previous years, with an explanationoverwhelmingly being the most frequent method adopted andapology the next most frequent.Complaints Data - SAC* Rating by resolution typeResolution type SAC 1 SAC 2 SAC 3 SAC 4 Blank SAC TotalNumber Per cent Number Per cent Number Per cent Number Per cent Number Per centApology 0 0% 0 0% 28 14.3% 166 84.7% 2 1.0% 196Arbitration 0 0% 0 0% 0 0% 1 100% 0 0% 1Compensation 0 0% 0 0% 0 0% 0 0% 0 0% 0Concillation 0 0% 0 0% 0 0% 0 0% 0 0% 0Explanation 0 0% 2 0.6% 52 14.6% 295 82.6% 8 2.2% 357Litigation 0 0% 0 0% 0 0% 0 0% 0 0% 0Mediated Settlement 0 0% 0 0% 2 25.0% 6 75.0% 0 0% 8Service Provided 0 0% 0 0% 0 0% 11 91.7% 1 8.3% 12Unresolved 0 0% 0 0% 1 9.1% 9 81.8% 1 9.1% 11Other 0 0% 2 4.7% 9 20.9% 31 72.1% 3 3.2% 43Blank 0 0% 2 2.3% 19 22.1% 62 72.1% 3 3.2% 86567*SAC - Severity Assessment Code SAC 1 - Extreme risk SAC 2 - High risk SAC 3 -Medium risk SAC 4 - Low risk18 Annual Report 2006/07 Ambulance Service of New South Wales
Organisational Structureas at 30 June 2007Ambulance ServiceAdvisory CouncilChair Barrie UnsworthOperationsMike Willis, General ManagerSpecial Operations UnitGeorge Smith, DirectorAeromedical & Retrieval ServicesDr Ron Manning, DirectorFour Geographical Divisions— Northern DivisionAllan Loudfoot, Divisional Manager— Southern DivisionDenis Beavan, Divisional Manager— Sydney DivisionKen Pritchard, Divisional Manager— Western DivisionDennis Willis, Divisional ManagerClinical DevelopmentDave Hodge, General ManagerSenior Medical AdviserDr Paul Middleton, Senior AdviserAdvanced Care ProjectsDr Suin Gallagher, DirectorEducationGraham McCarthy, ManagerClinical Professional DevelopmentGraeme Malone, ManagerClinical PerformanceGary Sinclair, ManagerMental HealthKevin McLaughlin, ManagerPatient SafetyPhil Good, ManagerDirector-GeneralProfessor Debora PiconeChief ExecutiveGreg RochfordExecutive Support UnitJulie Morgan, DirectorProfessional Standards andConduct UnitSharryn Ryan, Acting DirectorPublic AffairsKathryn Wood, DirectorCorporate ServicesMichael Landsbergen, General ManagerWorkforce UnitColin Lyttle, DirectorInformation TechnologyRoger Hanssen, DirectorCorporate PlanningPN Nageswaran, ManagerInfrastructure and Asset ServicesWayne Egan, ManagerFinance and Data ServicesJulie Newman, DirectorFinancial ServicesPadraic Hoban, ManagerData ServicesCatherine Hutton, ManagerOperational Information UnitMark Dickson, ManagerBusiness DevelopmentMalcolm Voyzey, ManagerSalary PackagingJohn Thornton, CoordinatorRural Financial Services— Northern DivisionPaul Hamilton, Manager— Southern DivisionKylie Moroney, Manager— Western DivisionWayne Bredin, ManagerNSW Health Counter Disaster UnitGillian O’Malley, Acting DirectorDisaster Policy and PlanningCoral Choi, ManagerHealth Systems PreparednessAnne Smith, ManagerAmbulance Service of New South Wales Annual Report 2006/07 19
Page 3: Vision, Mission, Values and Standar
Page 8: Key result areasStaffDevelop and su
Page 13 and 14: Report from the Chief ExecutiveAmbu
Page 15: Ambulance ExecutiveThe Ambulance Se
Page 22 and 23: Organisational StructureAmbulance o
Page 24 and 25: Operational ReportAmbulance operati
Page 26 and 27: Clinical ReportAmbulance has develo
Page 28 and 29: Clinical ReportAmbulance developed
Page 30 and 31: Management ReportMajor targets have
Page 32 and 33: Special Operations and Counter Disa
Page 34 and 35: Operating Statement for the year en
Page 36 and 37: Cash Flow Statement for the year en
Page 38 and 39: Notes to and forming part of the Fi
Page 50 and 51: ) Credit RiskCredit risk is the ris
Page 52 and 53: Special Purpose Entity:Notes to and
Page 54 and 55: Statutory and other informationNSW
Page 56 and 57: Statutory and other informationFina
Page 58 and 59: Statutory and other informationPerc
Page 60 and 61: Statutory and other informationNati
Page 62 and 63: Statutory and other informationAmbu
Page 64 and 65: Statutory and other informationClin
Page 66 and 67: Statutory and other informationHono
Page 68 and 69: Statutory and other informationHono
Page 70 and 71:
Statutory and other informationHono
Page 72 and 73:
Statutory and other informationHono
Page 74 and 75:
IndexAdvanced Care 4Advancing Skill
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Annual Report - Ambulance Service of NSW

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