No excuse for EMD abuse campaign update In December 2020, the Queensland Ambulance Service (QAS) launched a social media campaign to educate the general public about the abuse our Emergency Medical Dispatchers (EMDs) receive when taking Triple Zero (000) calls and the effect this has on our employees. Assistant Commissioner, State Operations Centres Peter Warrener said sadly, our hard-working EMDs continue to receive verbal abuse from patients or the patient’s advocate when they are entering the Health System via Triple Zero (000). “Lately, I have listened to calls where the caller has just taken their frustration totally out on the EMD, who was so polite, respectful and only wanted to help with getting the vital information to dispatch an ambulance,’’ Peter said.
were stressed which uplifted their communication tone and directness’.” “While this may happen on some occasions, the State Operations Centre is wanting to provide some more assistance through education and we are currently working with our Mental Health Response Program Director Sandra Garner on a future education package for EMDs about how communication styles may be able to de-escalate a caller’s anxiety so the right information can be obtained for the right ambulance to be deployed to the right address,” he said. Below, left and right
■ Peter Warrener. ■ EMDs are strongly encouraged to report any abusive behaviour when taking Triple Zero (000) calls.
“I think it’s so wrong that this abusive/frustrating tone of the caller continues on a regular basis for our staff. “Within Operations Centres, we are strongly encouraging our staff to report these types of situations via the SHE system along with the social media campaign that was recently undertaken to stress the importance that there is no excuse for abuse. Peter said when the subject gets discussed with QAS staff, a comment I get is that ‘the patient wasn’t abusive, they
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ASM recipients An incredible combined 116 years of service was celebrated in January with three QAS officers announced as Ambulance Service Medal (ASM) recipients in the Australia Day 2021 Honours List. Advanced Care Paramedics Gary Cotterill, Gene Curtis and Julie Calvert will receive the prestigious ASM which recognises distinguished and outstanding service by the men and women of Australia’s ambulance organisations. It is acknowledgement of their outstanding service to the community and as role models within the QAS. Gary works at Childers Ambulance Station and is celebrating 42 years of ambulance service in Queensland. He began his career as an Ambulance Officer in 1979 at the Queensland Ambulance Transport Brigade (QATB) in Brisbane. He is highly valued and respected by the Childers and broader Queensland community, his peers and the QAS. Gary initially retired two years ago but missed the teal uniform and his job so much he returned to his duties as a paramedic after a short retirement stint. Gene is based at Bowen Ambulance Station and has served in the QAS for more than four decades, commencing as an Honorary Ambulance Officer with the QATB in Cloncurry in 1979. He has held many different roles, including an 11-year stint as the Officer-in-Charge of Collinsville Ambulance Station. Paramedic Julie Calvert is based at Cleveland Ambulance Station and has diligently served the Brisbane community for more than 32 years. She commenced her operational career with Queensland ambulance in 1989 as an Ambulance Officer. Top to bottom
■ Gary Cotterill, Gene Curtis and Julie Calvert.
Autumn 2021
