QAS Insight Magazine - Autumn 2023

Commissioner Minister

It brings me great joy to welcome you all to a new year and the first edition of Insight for 2023.

I am incredibly proud of the way we kicked off the year at the Queensland Ambulance Service – with new vehicles, new stations and a lot of new faces.

It is exciting to see the QAS and the broader system start to move forward from the larger impacts of the COVID-19 pandemic and pick back up their business-as-usual focus on growth, innovation and improvements. For QAS especially, I have enjoyed seeing the many bodies of work already emerge from the QAS Strategy 2022-27.

I know the future health of Queenslanders are in safe, steady hands.

It was a pleasure to announce, earlier this year, an additional 200 new ambulance operatives to be recruited into the service, on top of what we already planned to recruit. I met with many promising young men and women just kicking off their QAS journey and I know I will hear stories of their contributions and dedication in the years to come.

In just the past few months we also announced the successful tender for the Burdell Ambulance Station site in Townsville and construction on the new Morayfield Ambulance Station, which will be home to the QAS District Office and 17 paramedics.

Personally, I think the highlight for me might just be the opening of the time capsule at the Rockhampton Station, where I was visiting to officially open the refurbishment works.

Sealed 40 years before, it was humbling to uncover what health professionals of the past had left for us – newspapers, letters, photos and of course a little bit of whisky. Before we reseal the capsule for another 50 years we made sure to leave the essentials, more uniforms, more newspapers and an official COVID-19 rapid antigen test.

It has been a busy few months, as always, and I thank you all for your hard work and care.

Sincerely,

The Honourable Yvette D’Ath MP Minister for Health and Ambulance Services

Welcome to another new year here at the QAS.

We are already a quarter way through the year and have so much to celebrate; new stations, new programs and new starters.

These first few months we have had a strong focus on workforce, and ensuring we’re having conversations about where we are, and where we are going.

While there is significant work underway on the Workforce Plan, there has been a lot already well progressed in the capability and development space.

The QAS has been developing a new Leadership Capability Development Framework.

This QAS framework will include role-based learning guides, specific skills development, and a range of specially tailored leadership development programs for all staff wanting to undertake further professional development which will be delivered in partnership with Queensland Health and other external providers.

To date, there has been a roll out of the Masterclass series that includes coaching, holding quality conversations, and Safety leadership provided to our Executives, Directors and Managers, with more to be rolled out in the coming months.

Additionally, six development workshops with our District Directors, Operations Centre Manager and our regional Business Managers have been held, and most recently a Leadership Workshop with SEQ leaders, which will very soon be replicated with our leaders in the northern regions.

It is expected the new QAS Leadership Capability Development Framework will be released and available in the second half of 2023.

The last few months, I have been up and down the state with roadshows, forums and sessions, talking with staff about Working for Queensland, our strategy and our workforce plan, and I have enjoyed listening to your thoughts and ideas which have been critical in informing our strategies.

I appreciate everyone’s contribution and the opportunity to meet with so many of you.

Many of the stories in this edition of Insight tell the stories of our achievements as not only individuals, but as teams.

It’s a strong future for the QAS and we can look forward to continuing as an organisation that listens and supports those with new ideas, innovations and improvements.

An organisation that welcomes change, equity and wellbeing. I look forward to what the rest of 2023 will bring us.

Kind regards,

Craig Emery ASM QAS Commissioner

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Want to contribute?

If you know of a QAS ‘quiet achiever’ or an event or program with a story worth sharing with our colleagues, please get in touch with INSIGHT editor Caroline Page by email (above) or phone 3635 3900.

Keeping our front‑line staff safe from Occupational Violence

Seven years ago this month, the QAS partnered with our sector union, United Workers Union, to deliver its first report on Occupational Violence (OV) to the government in response to growing concerns for frontline staff exposed to aggressive treatment while either out on the roads, or over the phones.

Deputy Commissioner Stephen Zsombok said one of the 15 key recommendations from the 2016 Paramedic Safety Taskforce Report was to establish a joint consultative group of the QAS and United Workers Union (UWU) to meet regularly to provide high-level advice, oversight and governance in relation to current and future strategic and operational planned strategies, systems and processes to minimise the risk of occupational violence to our QAS personnel.

This group, now known as the Preventing Occupational Violence Management Committee, has been extremely proactive in its focus on this risk and is committed to looking into all avenues to realise a continual reduction of harm to our staff. Even now, it continues to monitor and improve strategies to protect our frontline staff.

“The assault on any of our staff, whether it’s physical or verbal, and whether it’s intentional or not, is inexcusable, unacceptable and unlawful behaviour,” Steve said.

“The QAS continues to maintain a zero tolerance approach to occupational violence and is committed to promoting a safe culture for our workforce.

“Every single one of our frontline workers has the right to feel safe and respected

when they’re out in our community or in our call centres as they perform their daily duties, and the Committee is continuing to monitor QAS’s violence prevention strategies to look for any improvements we can make.”

OV, or work-related violence and aggression includes any incident where a QAS worker is abused, threatened or assaulted by a patient, their relatives, or any member of the public while working for the QAS, irrespective of any intent for harm.

Examples of this range from physical assault; including biting, scratching, hitting, kicking, pushing, shoving, tripping, grabbing, throwing objects or using a weapon, and can also include coughing and spitting at staff, and aggressive behaviour; including verbal abuse, threats and angry and hostile behaviour, intimidation and insults, and shouting –whether in person or over a device.

It also includes sexual assault of indecent physical contact.

Whether the OV is intentional or not is irrelevant, the main issue is the behaviour

creates a risk of physical or psychological harm to QAS staff.

In 2016, the OV Management Committee implemented recommendations made in the Report, including;

• reviewing our Situational Awareness for Everyday Encounters (SAFE) training and rolling out a revised Occupational Safety Training (OST) course to all frontline staff

• developing and implementing a media and communications strategy and campaign (both internal and external) to minimise violence against paramedics

• reviewing data and developing demographic modelling to identify situational factors contributing to OV against paramedics and to ensure ongoing data collection and analysis.

• reviewing our operational processes to improve post-incident reporting and support pathways which also included developing a Directive and Guidelines to be incorporated into the QAS online education and the occupational violence focused training program

• reviewing QAS clinical practice and patient safety guidelines to include a graded approach to managing acute behavioural disturbances

• chemical sedation was introduced into clinical practice to enable ACPs to treat patients presenting with this behaviour.

• researched OV related literature, identifying potential positive interventions for QAS use.

• investigated potential technology options to also potentially reduce OV risk.

Steve said the rate of incidents have continued to reduce gradually after the recommendations were implemented in 2016.

In 2021-22, the OV Management Committee reviewed QAS’s prevention strategies, with the outcomes including:

• continued mandatory Occupational Safety Training for all new paramedics as part of their induction, and refresher training for all paramedics.

• continued training, educating and informing Advanced Care Paramedics and Critical Care Paramedics to safely administer droperidol for patients with acute behavioural disturbances.

• raising awareness surrounding occupational violence through external

Paramedic Brad Johnson’s story…

Pimpama-based paramedic

Brad Johnson’s story saw OV in the international and national media spotlight after a drugaffected patient brutally attacked him while he was on a night shift just before Christmas in 2015.

While cases and QAS’s concern about OV had been growing, Brad’s shocking case became the catalyst for major change in our organisation, with the Paramedic Safety Taskforce Final Report delivered to the Health and Ambulance Minister in April 2016 and its recommendations implemented by the end of 2016.

media and internal messaging, where there is ‘no excuse for abuse’ and to ‘respect our staff'.

• implementing mental health clinicians within the Brisbane Operations Centre to provide statewide support to Queensland Ambulance Service staff when responding to patients suffering a mental health crisis. These clinicians can access Queensland Health and Queensland Police Service information to maximise paramedic and patient safety.

• monitoring the operation of duress and location functionality in ambulance vehicles fitted with satellite push-to-talk radios.

• integrating real-time messaging to the Queensland Police Service through the Inter-CAD Electronic Messaging System.

• recording caution notes in the Queensland Ambulance Service’s Computer Aided Dispatch system to inform paramedics when there is a potential risk of violence.

• providing access to specialist staff support and counselling services through the Queensland Ambulance Service’s staff support service, Priority One.

• encouraging the reporting of all assaults to the Queensland Police Service for appropriate investigation.

• building the capability of staff to undertake investigation of occupational violence incidents to minimise the risk of reoccurrence.

• researching contemporary literature to identify best practice strategies to minimise occupational violence risk.

Steve said QAS supports its Paramedics, Patient Transport Officers, OpCen and all QAS staff through sound risk management practices and processes, skills training and the use of modern technologies to minimise the risk of occupational violence.

He said the Queensland Police Service, not the QAS, determines what constitutes an assault.

An assault on a paramedic in Queensland is considered a serious assault and carries a maximum penalty of up to 14 years imprisonment under the Criminal Code Act 1899.

How do we measure OV at QAS?

QAS’s Workplace Health and Safety unit Executive Manager Paul Coffey was 2016 Paramedic Safety Taskforce secretariate and still oversees the development, implementation, and management of the QAS Workplace Health and Safety Management System, including safetyrelated incidents and workers’ compensation claims specific to occupational violence.

Paul explains how our OV rate is measured…

The QAS publishes quarterly Public Performance Indicators (PPI) on a range of indicators including ‘Care of Staff’.

Under this PPI is a specific indicator known as ‘Occupational Violence Staff Safety Index’ (formerly known as ‘Crew Safety Index’).

This index provides an indication of the rate of exposure of operational personnel to deliberate physical violence and verbal abuse by patients and/or bystanders.

This is calculated as the number of reported cases of occupational violence (recorded within the Safety Health and Environment (SHE) reporting system) per 100,000 hours worked (calculated as the sum of all hours worked inclusive of overtime and leave).

At the end of the financial 2015-16, the year that the Paramedic Safety Taskforce was established, the QAS Occupational Violence Staff Safety Index was recorded at 6.5.

In comparison, at the end of financial year 2021-22, QAS Occupational Violence Staff Safety Index was recorded at 4.1.

This represents a 36.9 per cent decrease over a 6-year period.

While a reduction in the Occupational Violence Staff Safety Index is a positive result, when talking occupational violence, one incident is always considered one too many.

Workers united on OV

In late 2015 the United Workers Union and QAS collaborated to ensure the public heard unified messaging about keeping our front line workers safe.

UWU Ambulance Sector Lead Organiser Debbie Gillott and Delegate and QAS paramedic Leisel Cahalan said the union was keen to protect QAS workers and its partnership in the Zero Tolerance public awareness campaign was integral to this.

“Like everyone, we were horrified by Brad’s injuries, and we were pushing for greater awareness around OV for not just our paramedics, but also all front line workers,” Debbie said.

“We’ve had a close working relationship with the QAS and our partnership with OV certainly continues, and we still survey our members to ensure we can feedback to the QAS our findings.

“More recently our workers have been working to ensure our frontline workers in the Operations Centres are better supported when it comes to OV too as verbal abuse and aggression can be incredibly powerful also.

“We contact our members if or when they report OV and make sure they feel supported – we also recognise we’re one of many links within QAS who do reach out which we are pleased about – including staff managers, Priority One, Peer Support or Chaplains.”

Leisel said while a lot of improvements have occurred over the last seven years, it was good to see work is still ongoing and improvements are continuing to be made to prevent OV to frontline staff.

Recognising OV effects our call takers too

Most QAS call-takers have a story about some of the abuse they’ve received over the phones.

They understand most of the calls they take each shift are from people probably experiencing the worst day of their lives.

According to Cairns Operations Centre Executive Manager Brina Keating, staff regularly receive highly emotive and verbally abusive emergency calls from the public.

“Previously the verbal abusive was due to the nature of the situation, but more often we are finding it’s due to the long wait times,” Brina said.

“Unfortunately, there still is the public perception that when someone calls for help, there is an available ambulance, so our EMDs need to be that calm reassuring voice which explains the delay.”

Brina said call takers receive substantial training designed to reduce caller aggression.

Brina said even recently in Cairns a verbally abusive caller was reported to police and was subsequently charged with eight offences including using a carriage service to menace, harass or cause offence, and threatening sabotage – all offences under the criminal code.

Brisbane Operations Centre Acting Director Matt Salter agreed with Brina and said OpCen staff were reasonably resilient and didn’t take a lot of callers’ responses too much to heart.

“Our call takers understand these people are in crisis and they feel vulnerable, which can result in quite heightened behaviour,” Matt said.

“But if they receive calls where someone threatens them personally, or their families or colleagues, then that’s when they struggle.”

Click here to listen to an example of a call received recently at the Brisbane OpCen.

Matt said the call taker did an exceptional job.

“In this case, thankfully the patient was ok,” Matt said.

“When people are heightened and are being difficult about giving us the information we need, this just means it delays our response – we also need to assess the safety at the scene for both the patient, and our paramedics.”

WE PUT MEMBERS BEFORE PROFIT

Roses in the Ocean provides lived experience voice to training

In a first for the Queensland Ambulance Service, call takers will be listening to people with lived experience of suicide in a new training program developed to help them respond to calls from people feeling suicidal.

Heard and Understood: Responding to a Suicidal Patient is an education program aimed at raising awareness and understanding of suicide through the voice of people with a lived experience of suicidality.

The program is aimed at Emergency Medical Dispatchers and Operation Centre staff but includes information relevant for everyone.

The QAS has partnered with a notfor-profit organisation to develop a training program for our staff harnessing the knowledge of people with lived experience to provide a voice for people who call Triple Zero (000).

People with a lived experience tell us the importance of feeling heard and understood.

Roses in the Ocean is a national organisation for people with lived experience of suicide, and part of its role is to engage with organisations like the QAS to increase staff awareness and understanding to better support suicide prevention.

Each year, four in every 1000 Australians will attempt suicide, while three out of 100 will attempt suicide in their lifetime.

Meanwhile, the QAS receives more than 100 calls a day from people experiencing a suicide crisis.

QAS Mental Health Response Program Director Sandra Garner said our EMDs are often the first people to talk to someone experiencing suicidal thoughts and this training was to help call takers feel more confident when taking these calls.

“We approached Roses in the Ocean to collaborate with us after staff and union feedback identified that many of our call takers lacked confidence talking to a person experiencing a suicide crisis,” Sandra said.

“I think it’s really important for our calltakers to gain an understanding of what it’s like to feel immensely vulnerable when they take these calls – it will make a difference and will save lives..

“We know our call takers are incredibly skilled – they can guide everyday Queenslanders through childbirth and CPR to keep their loved ones alive until our paramedics arrive, as well as everything in between, but it’s important they feel more confident to help someone who is experiencing an acute mental health crisis.

“When people are at the point of calling Triple Zero (000), they have typically exhausted their own coping strategies and need urgent help.

“As a first point of contact our call takers can provide a great connection and support and keep this person chatting on the line while we get help to them. In a crisis we know that people want to feel heard and understood.”

Sandra said so far, early staff focus group feedback had been positive.

“This training is not prescriptive, but what people have come back to me saying is that it’s made them really think more about people experiencing suicidal thoughts – and that’s an excellent start,” she said.

Roses in the Ocean’s Head of Lived Experience Engagement and Integration

Nichola Parry said the team was thrilled to partner with the QAS to provide a voice of lived experience to the training.

“At Roses in the Ocean we believe including the lived experience voice is critical to any suicide prevention initiative, or model design right from the outset, helping to reduce the stigma and uncertainty around suicide,” Nichola said.

“When you talk about suicide from a place of compassion and understanding it increases trust and connection, and it opens up the communication which helps to prevent suicide.”

Nichola said all Roses in the Ocean staff have a lived experience of suicide – which includes those who have experienced suicidal thoughts, survived a suicide attempt, cared for someone through suicidal crisis or been bereaved by suicide, ensuring they are best placed to inform, influence and lead suicide prevention activities in their local communities, workplaces and at all levels of government.

The training program includes interviews with Roses in the Oceans advocate Grace and Brooke who talk about their experiences of suicidal ideation and what helped (or didn’t help) when they made their Triple Zero calls.

The training program is now online –click here

For more information and background about the training program and Roses in the Ocean, click here to listen.

QAS staff and their families are reminded to use the free staff support service if they are requiring support during this time.

Telephone Counselling Service:

The Priority One Program provides a 24-hour, 1800, telephone counselling service on 1800 805 980. This service is accessible from anywhere in Queensland and is available to both personnel and to their immediate family members.

Peer Support Program

This program is aimed at carefully selecting volunteers within the workplace to undertake significant ongoing training and supervision in mental health education and awareness and in specific support and micro-counselling skills. They are often the firstline contact for personnel in the work environment.

Self-Referral Counselling

The QAS provides a personal confidential counselling service that enables employees or members of their immediate family to have face-to-face counselling with one of over 150 external specialist counsellors available throughout Queensland. In addition to this, are internal full time staff counsellors located across Queensland.

QAS Chaplaincy Service

The QAS Chaplaincy service provides spiritual welfare and a pastoral care dimension to Ambulance personnel and their families. The Queensland Ambulance Service Chaplain and Pastoral Care Service seeks to enhance the lives of all officers and their families by providing an ecumenical and professional Ministry which is supportive, meaningful and tolerant of the views of others and ideas in relation to the religions of the world.

Suicide - Common Myths and Misconceptions

Eliminating the stigma starts by understanding why suicide occurs and advocating for mental health awareness within our communities. Challenging your own thoughts and responses to a caller who presents with suicidal ideation is the first step to eliminating any negative attitudes or stigma.

#1 Asking about suicide is a bad idea

As there is widespread stigma around suicide, most people do not know who to talk to or how to talk about the issue. When asked directly, this actually gives permission to people to talk about what the reasons they want to die are, and also the reasons they want to live. This encourages self-reflections, slows down impulsivity, and allows support to arrive in time.

#2 Someone who is suicidal wants to die

Suicidal people often feel overwhelmed, distressed, and hopeless during a crisis; some can feel they don’t have the resources or resilience to cope with what is happening for them. People who attempt suicide often don’t want to die, rather want to end the pain and feelings of hopelessness and helplessness they are feeling. With support and help people can get through these feelings.

#3 Once suicidal, always suicidal

Heightened suicide risk is often short-term and situation-specific. While suicidal thoughts may return, they do not stay permanently. Therefore, it is key to link people with suicidal thoughts with support, resources, and help build their resilience.

#4 People who discuss suicide aren’t always intending to take their own life

A significant number of people who die from suicide experience severe anxiety, depression, and other major life challenges beforehand. They may feel that their only option is to end their life. It is important to treat everyone who talks about suicide seriously and respectfully

#5 Most suicides happen without warning

Most suicides are preceded by verbal or behavioural warning signs, for example, seeking help from health professionals or expressions of distress to those closest to them. Sometimes the help seeking can be very subtle or unrecognisable. So, it is always good to ask… because asking someone about their thoughts of ending their own life or dying is not going to ‘put the idea in another person’s mind,’ rather will help them to feel heard and understood or feel supported at a difficult time.

#6 Only people with mental health conditions are suicidal

Suicidal behaviours indicate deep dissatisfaction with life, but it is not necessarily a mental health issue. It is important to keep in mind that many people living with mental health issues are not suicidal, and people who take their own lives might not have any mental health issues.

#7 People who die by suicide are selfish and take the easy way out

Typically, people do not die by suicide because they do not want to live; people die by suicide because they want their suffering to end. They tend to have struggled and suffered for a long period of time and perceive that they have exhausted all other support options. People who contemplate suicide often believe that people would be better off if they were not around.

#8 Suicide can’t be prevented

Suicide is preventable but, unfortunately, unpredictable. Suicide is a complex issue, and everyone in society as well as health professionals can help with suicide prevention by taking the issue seriously, showing empathy, and linking the person with the support they require in a timely manner.

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Dr Millard’s Box

ANZAC Day is not far away, and Highfields Heritage

Ambulance Site has a few very special links to our war history.

Not only does one of its honour boards feature several ambulance officers who served in the Great War, but we also have a very special box, a first aid kit, which landed on the shores of Gallipoli.

QAS’s Honorary Curator for Highfields Vince Little tells us more about the box. Click here to listen as Vince tells us all about it and about our officers.

For Australian War Memorial information about Colonel Reginald Millard himself, click here

For Australian War Memorial information about Ambulance Officer Hugh Norman McLeod, click here .

ANZAC Day’s special meaning for EMD

Tuesday 25 April is Australia’s and New Zealand’s national day of commemoration for victims of war and for recognition of the role of their armed forces.

It marks the first major military action fought by Australian and New Zealand forces during the First World War.

Before working at the QAS, Staff Sergeant David Hartshorn was a Communications Supervisor in the Royal Australian Corps of Signals and his role was to operate and supervise army telegraphic and radio communications assets supporting military field and strategic operations and to operate and manage army cryptographic assets.

He also served as the Australian Army cryptographer during peacekeeping service with the Multinational Force and Observers in the Sinai Desert in 1994.

One of David’s significant postings saw him serve in the Force Duty Centre monitoring the peace accord between Egypt and Israel from 1994-95.

As the duty officer, he wrote the Force Duty Centre log, including the day Yasser Arafat made his first visit to Sinai since his expulsion from the area in the 1960s and his observations can be read on the Australian War Memorial’s website here ‘under experiences of Australians’.

David also supervised communications support for the 1987 Vietnam Veterans Welcome Home parade in Sydney – a significant parade recognising Australia’s involvement in the war and the start of reconciliation and community acceptance for veterans.

The Australian War Memorial also holds a number of David’s letters, documents, and articles and also has his peace keeping jacket in its collection.

David changed career 26 years ago to QAS because while he felt he was helping people in a peacekeeping or combat environment, he had a young family and wanted something less demanding, but which still helped people.

Having his words recorded and his peacekeeper jacket included in the Canberra War Memorial’s collection was very special for David and his family.

“It’s a complete honour and I feel chuffed and privileged they chose me,” David said.

“When it comes to our defence forces, we don’t hear as much about the peace keeping work we do and there’s a misconception peacekeeping is not combat-related but there are terrorist incidents that do occur which have targeted our bases, particularly the Sinai base I was at.

“In many respects, for me this is closing a book – closing a part of my life so I can fully enjoy this chapter with the QAS.”

Left, then right

■ David Hartshorn – then and now.

For Toowoomba Operation Centre Emergency Medical Despatcher David Hartshorn, ANZAC Day has very special and personal meaning – given he is an ex-Army veteran, having served also as an international peace keeper.

Meet our first Jamie Jackway Scholarship graduates

Our first two the Jamie Jackway Paramedic Scholarship graduates Sarah Evans and Matilda Murphy have completed their graduate training and they’re now out on our roads.

The scholarship is named in honour of Advanced Care Paramedic Jamie Jackway, a proud Aboriginal and Torres Strait Island man who was tragically rendered a quadriplegic after a helicopter incident whilst on duty in 2009 and his positive outlook is inspiration to us all and his personable character has made him an exceptional ambassador.

All scholarship recipients receive mentorship and networking within the QAS throughout their studies, as well as financial support and recruitment into the QAS Graduate Paramedic Program at the completion of their studies.

Currently we have 13 students being supported in this program who will be graduating in the coming years.

Matilda and Sarah have now embarked on a new phase of their program – and are now at their stations… and they shared a little bit more about themselves, their study experiences and their aspirations.

Above

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Matilda Murphy

What country are you from?

I am from Wiradjuri country, NSW.

Where are you now on placement?

I have been placed at Toowoomba station.

What made you decide to be a paramedic? (Which degree did you do?)

I completed a Bachelor of Paramedic Science and I decided to be a paramedic because it involves all of my favourite things; people, human anatomy and diverse work environments.

How has your study experience been?

I absolutely loved studying and learning about the science behind paramedicine however I

was extremely keen to join the workforce and start my career with QAS.

What has this support meant to you, your family and communities?

The support of the Jamie Jackway Scholarship allowed me to delve into my studies. I hope to use this amazing opportunity to encourage Indigenous kids to explore the work of a paramedic or turn their passion into a career. I hope to reduce barriers when it comes to accessing tertiary education.

What are your plans for your future career – what would you like to do / ultimate aims?

My ultimate goal with QAS at this stage of my career is to be the best Advanced Care Paramedic I can possibly be.

QAS Cultural Safety Unit’s Executive Director Trish Murray (far left) and Senior Aboriginal and Torres Strait Islander Cultural Safety Advisor Mindy Thomas (far right) with Matilda Murphy (middle left) and Sarah Evans (middle right) at their graduation ceremony.

Sarah Evans

What country are you from?

My mob is Wiri, from just west of Mackay.

Where are you now on placement?

I am currently a GPIP in Mackay.

What made you decide to be a paramedic? (Which degree did you do?)

I completed a Bachelor of Nursing/Bachelor of Paramedic Science. I studied paramedics and nursing for the expanded knowledge and experience I could gain from the dual degree. I also found the amount of placement in the dual degree invaluable. There was no one thing that led me to paramedics. I always wanted to study in the health field but found it difficult to decide what to study. I believe it was a combination of things that lead me to paramedics, I think the idea was initially seeded in when my little brother became ill whilst in a small town in North Queensland and required ambulance, he then required an ambulance transfer to a bigger facility for care, I was grateful for the paramedics who were a part of his journey.

When in my final year of school, the paramedics degree was suggested to me, but I was initially unsure if I could handle such a job, but I relished the prospect of being able to make such a difference in my community at their time of need.

My pastor at the church I was attending was a paramedic and I had a chat to him about what being a paramedic really entailed. After, a lot of thinking I decided that I would love to study paramedicine to support my community but was still apprehensive if I was able to meet the demands the job.

I decided to take the leap and

within the first few weeks of uni I knew the degree was for me and I’ve have never looked back.

How did you find out about our Jamie Jackway Scholarship and why did you apply for it?

I heard about the Jamie Jackway Scholarship through the Indigenous support unit, the Oodgeroo Unit, at QUT. I decided to apply for the support the QAS offered through the scholarships and the exciting prospect of working for QAS in my community at the end of my degree.

How has your study experience been?

I loved studying paramedics, I enjoyed going on placement in many different locations including Townsville, Mackay, Brisbane and Darwin and seeing how paramedic services were tailored to support the specific communities they are a part of.

What has this support meant to you, your family and communities?

My family, my community and I are very grateful for this opportunity. I am very grateful to have even had the opportunity to move to Brisbane and study nursing and paramedicine which was only possible through scholarships. I am very grateful to now have a job close to home working in a town full of family and close to my mob.

What are your plans for your future career – what would you like to do / ultimate aims?

At the moment I would love to continue working hard as a GPP and become the best ACP2 I can be. I want to continue supporting my community in health and education.

Chaplain inspires Sarah’s career choice

QAS Chaplain Clark Magele has had a long relationship with Sarah’s family, and he even played a significant role in inspiring her to become a paramedic.

The two caught up briefly in person for a photo while Sarah was completing her on-road training.

“I first met Clark when I was around 10 years old when I was at primary school as our family would see him every weekend at church and he’d talk about his cases while he was preaching,” Sarah said.

“I believe it was a combination of those stories and my brother getting sick with appendicitis and needing an ambulance which caught my interest in paramedicine.”

Sarah said It wasn’t until she was in year 12 with no idea what she wanted to do when her dad suggested she consider paramedicine and arranged for her to speak with Clark about QAS that it really became an option to pursue.

Clark said what he saw in Sarah gave every indication she’d make a great paramedic.

“Knowing her family, it was easy when her dad approached me about talking to her about paramedicine as a potential career,” Clark said.

“She’s authentic and caring and very intelligent, and I knew she was a brilliant student as well, and she’s exactly the type of person we were looking for.

“When I heard she had got into paramedicine, I gave her a nice new stethoscope to see her through her studies as I felt I’d influenced her study choice, and knowing as an organisation, we would benefit from her when she graduated.”

Sarah said her stethoscope remains very special to her.

“It makes me feel supported – I never thought I’d be the kid to finish school or go to uni,” Sarah said.

“But from the outside, having someone who saw me and believed I could do it, it was really nice.”

Sarah’s smiles when Clark dropped in to see her on her graduation day, said it all.

“It was so exciting to see Clark and it’s lovely to know I can call him and talk to him about anything too,” she said.

Clark said he was immensely proud of Sarah.

“We still stay in touch, and I didn’t realise she was the dux of her uni class, so I guess that’s why there was so much pride there – while I gave Sarah her stethoscope at a young age, even now I can see what a contribution she’s going to make.”

QAS Chaplain Clark Magele with Sarah.

Gene retires after 44 years with QAS

After 44 years of service, one of Queensland Ambulance Service’s long-standing paramedics, Gene Curtis ASM, traded in his lights and sirens for a new car and caravan to kick start his retirement.

Staff from Bowen, Proserpine, Whitsundays and Collinsville stations turned out to farewell Gene in January, celebrating with a special presentation of the Commissioner’s Service Certificate and plaque followed by lunch.

Gene started as an Honorary Driver Bearer with the Queensland Ambulance Transport Bureau in 1979 at Cloncurry Station in June and by late December, was made a permanent Officer with the Collinsville Station.

“This was quite a steep learning curve as jobs included remote cases as a single officer which would take up to eight hours and hundreds of kilometres of travel with minimal radio contact with my superintendent, often using skip transmission to relay information over the Flying Doctor's radio network via Charters Towers,”

was because I was anxious I was going the wrong way.

“Those days you were all on your own and it wasn’t pleasant.”

“And in those days, you only needed a current first aid certificate to be appointed to a position, with the requirement to complete a Home Nursing Certificate and obtain the First aid Medallion Certificate within one year of commencing permanent duties,” Gene said.

In January 1981 Gene transferred to Bowen Station and over the following years attended training offered in Brisbane.

“Training then developed into the Associate Diploma of Applied Science (Ambulance) and over time into the bachelor’s degree we have now, and serving officers were given the

until December 2003 before taking on his latest role of Senior Paramedic at the QAS Bowen Station.

“Over the years we have progressed from basic cares (forgive the term “Load and Go”) to a truly world class system delivering quality pre-hospital care by a dedicated team of paramedics aided by computer aided dispatch systems backed up by helicopter and fixed wing aerial support,” Gene said.

“We now are nationally registered paramedics ensuring quality standards are maintained and I’m so proud to have been part of it, and so appreciative at how good QAS is compared to the rest of the world.

“In France if you have a car accident, the firies come to you – ambulances are still only there for transport, whereas we have people treating

job was a thrombolysis patient, a 52-year-old truck driver.

“By the time we got the helicopter and he got to hospital, his ECG was normal, and two days later he knocked on the station’s door to say g’day and thank us,” he said.

“He had actually looked like he was a pretty healthy man, but the doctors put his stemi down to stress.

“For several years afterwards, he’d drop in on his anniversary and would join Mitchell Higgs (my partner) and me for a coffee.”

Gene said he’s never regretted his choice of vocation and has always valued what he’s done.

Of the changes he’s observed over time, he said sometimes the little things can provide the biggest technological advances – like the mobile phone.

“If you went to one of your children’s school productions, you’d always have to sit at the back by the door with a radio on your shoulder in case you had to leave quickly,” Gene said.

“Everyone would hear the radio going and it could be quite intrusive to the performance.

“But with a mobile phone on me, I could sit inside and my phone would only notify me when I was needed - our quality of life was changed so much with such a simple thing.

“Less simply, we’ve seen huge changes within our care environment, with paramedics having access to 30-something drugs now, which means we can go to our patients, treat

them to the best of our ability so when they get to hospital, their treatment has already started (with some even beginning to feel better) and the doctors can see the work we’ve put into our patients.”

Gene said he was going to miss his work, his peers and particularly working with the young paramedics.

“Gene has a wonderful contemporary leadership style; being supportive, respectful, knowledgeable, and has a great sense of humour.

“He’s treated everybody exceptionally well, was extremely capable and competent and as a result, was extremely well respected in the community – that was my experience working for him.

“It's an absolute privilege for me to be able to wish the very same person who started me off in the ambulance service all the very best for his retirement,” Steve said.

Right now, Gene is on holidays with his wife Lynda and their dog, in their new car and caravan exploring the country.

Gene said he will continue his Volunteer Marine Rescue work which he’s been doing for the last 20 years since settling in Bowen.

“To be honest, the last month has been a bit hard,” Gene said. “I’m going to miss them all.”

Deputy Commissioner Stephen Zsombok said Gene was an absolute gentleman, passionate about his community, a generous mentor, and was the person responsible many years ago for encouraging him to join the service.

“He taught me so much about the service when I started out… and also a lot about fishing as he was a remarkable fisherman,” Steve said.

“Gene has always had a passion for his community, whether supporting people with disabilities, raising funds to better the ambulance service in the local town, and was often out teaching first aid and volunteering when he wasn’t working.

“He was (and still is) absolutely committed to serving his community.

“He’s been an unbelievable leader both as a community member, and as an Officer In Charge.

“I get to combine two things I love that way - it’s nice to go out in an expensive boat and not have to pay for fuel and it’s also great to still be able to help people,” he said.

Opposite

■ Gene with his family and colleagues on his last day.

Top left, middle, and bottom right

■ Gene receiving his ASM.

■ Gene was presented on his last day with a frame filled with his medals and memorabilia from throughout this career.

■ Gene with his workmates.

Prepare for flu season

Some might find this focus fatiguing, but the repetition is important for this reason, fatigue can result in incorrect practice.

The basics of infection prevention are just that…basic, but so important. When these principles are used regularly and vigilantly, the impact can be significant for the individual and the community.

The QAS strongly encourages staff to receive their annual influenza vaccine.

Paramedic immuniser clinics are run in appropriate districts to increase accessibility for staff.

Vaccination is not just about preventing harm to yourself; it also means preventing:

• Transmission to immunocompromised people

• Transmission to the elderly

• Transmission to people with chronic medical conditions

• Transmission to people with pre-existing respiratory conditions

• Coinfection with other viral illnesses

• The financial implications of being unwell

Break the chain of infection by:

Prevent reservoirs by regularly cleaning your environment to protect yourself, patients, and coworkers.

Reducing your susceptibility by getting vaccinated and looking after your health to keep your immune system healthy.

Decreasing transmission of pathogens by washing your hands regularly, staying at home if you are unwell, practicing good respiratory hygiene, and wearing appropriate PPE.

Where can I get my influenza vaccination?

The following options will be available to all QAS staff:

1. QAS Paramedic immuniser influenza vaccination program

2. Pharmacy Guild of Australia – Community Pharmacy program

3. General Practitioner – reimbursement program (up to $30)

4. Hospital and Health Services Clinics in certain places

1. QAS Paramedic influenza vaccination program

– Available from April

The QAS Paramedic Immuniser Program will be available in nominated districts. These clinics are mobile and will be available on the ramp of your local hospital or at an ambulance station. This means you can obtain your vaccination while on duty. Keep an eye out for the immunisation team in the following locations:

• Cairns

• Townsville

• Mackay

• Rockhampton

• Bundaberg/ Hervey Bay

• Sunshine Coast

• Brisbane

2. Pharmacy Guild of Australia Available from 1 April 2023

The QAS has an arrangement with Community Pharmacies who are affiliated with the Pharmacy Guild of Australia to provide FREE vaccinations to QAS staff. Click here to book.

3. General Practitioner – subject to your GP’s availability

All QAS employees may attend their local GP to receive their influenza vaccination and the QAS will reimburse the employee (up to $30) for the vaccination cost.

4. Hospital and Health Services Clinics

• Ipswich

• Logan

• Toowoomba

• Gold Coast

Some districts have established arrangements with their HHS for QAS staff to receive the influenza vaccination at the local hospital.

Preparation for influenza season has come around again and after three years of a global pandemic, we have all been inundated with information on vaccines and infection prevention principles.

Welcome to our new HARUs

Dr Victoria (Vicky) Matheson

When did you start with QAS?

I started at the beginning of February this year.

Where were you working beforehand?

I normally work at the Gold Coast as an Emergency Specialist and Paediatrician.

Why did you choose to work with us?

I have been looking froward to the new challenge of prehospital medicine and of course the awesome team of paramedics.

How are you finding the change of work so far?

It’s exciting, but a little daunting moving from 20 years of the safety of the hospital environment to being out and about in the real world.

What are some of the biggest differences you’ve experienced so far from your previous work?

I’m really enjoying not taking a handover of 30 patients and also being on the road.

What do you hope to get out of this role professionally?

I hope to gain further experience in prehospital procedures and a better understanding of how the ambulance service works and interfaces with the hospital.

What do you like to do in your downtime?

I’m usually running around after my three gorgeous kids!

Dr Robert (Robbie) Ley Greaves

When did you start with QAS?

I started early February but we had two weeks of quite intensive induction and training, so I only recently made it onto the road.

Where were you working beforehand?

I have been working between Royal Brisbane Emergency and Trauma Centre and LifeFlight for the last 18 months.

Why did you choose to work with us?

I remember when I first moved here from the United Kingdom, I found the case mix the CCP cohort worked on fascinating and not something I had been exposed to before. I have been interested in pre-hospital care since then. HARU’s reputation for the highest standards and the best care to patients makes it a fantastic opportunity to learn from, for which I am really grateful.

How are you finding the change of work so far?

To be honest even more intense that I expected. I don’t think I appreciated the luxury of time to think in the ED or the helicopter. Now between driving, treating and handover, things move very fast.

What are some of the biggest differences you’ve experienced so far from your previous work?

Other than the intensity and timing really it is the personal side, providing care in people’s homes or in front of their family is a privilege but also more emotive.

What do you hope to get out of this role professionally?

The paramedics and other doctors have such a wealth of experience with the sickest patients, really, I just want to learn as much as I can from them to take it forward to my practice and future patients.

What do you like to do in your downtime?

I’ve got two little boys so between that and shift work not a huge amount else, but I’m pretty happy if I get to cook and do a bit of exercise.

Charlton exercise keeps crews on their toes

As a crew steps around the dismantled wreckage of a vehicle, they are called to their next patient, a child who has drowned in a backyard pool nearby. Hours earlier the LifeFlight rescue helicopter roared overhead as they watched the Queensland Fire Emergency Service (QFES) pull a patient attempting to end their life from a gas-filled van, Matt Stirling writes.

Thankfully this isn’t the ultimate day from hell for the crew; it’s a massive training exercise the QAS Darling Downs Clinical Education Unit has organised to test teamwork and communication against a background of screeching metal, helicopter blades, and cries for help from bloodied actors.

In fact, it’s because these extreme cases occur so infrequently that the realistic scenarios were designed to practice procedures and inter-agency cooperation in a lower-pressure environment.

More than three months of planning culminated in early February when 150-plus personnel from QAS, QFES, Queensland Police Service, Lifeflight, State Emergency Service and Darling Downs Health descended upon the Charlton QFES facility, and the little township on Toowoomba’s outskirts suddenly became a hive of activity.

The various agencies were separated into smaller teams to rotate through four mock incidents harnessing the strengths of each emergency agency to achieve a successful outcome for the patients, whether they be a manikin or a moulaged volunteer. The scenarios they faced were:

1. Active armed offender experiencing an acute behavioural disturbance, including two patients with stab wounds, on the top floor of a complex.

2. Paediatric drowning in a backyard pool.

3. Two-vehicle high mechanism road traffic crash with three patients requiring extrication.

4. A patient in a vehicle with has poisoning.

QAS organiser Jess Megaw said the simulations were important to build relationships within the different clinical roles in the QAS teams as well as with other agencies.

“These are not the type of jobs we go to everyday; they are high acuity and low frequency incidents,” Jess said.

“When we hold trainings like this, it mitigates the chance of things going wrong in a real-life scenario and ensures we're working towards the best outcomes for patients.”

As a self-confessed ‘hands-on learner’, Jess said the hyper-realistic scenarios were the best way to prepare learners like herself.

“Once I’ve done it in a scenario setting, I’ll feel much calmer and better prepared when I do it in real life,” she said. “This then makes the job run more smoothly and creates a better outcome for those patients.”

Jess said the lengthy planning for such a logistical exercise was vindicated by a large presence of paramedics who clearly focused on improving their clinical and professional skills.

This was exemplified by the learnings of three new Critical Care Program interns who took on a leadership role in each of scenarios.

As if to lash some further adversity upon the already unpredictable scenarios, a heavy downpour interrupted the final rotation of the day. The storm may have contributed to a legitimate traffic crash on the highway next to the training ground. As the exercise ran well into the evening, the participants were rewarded for conquering the scenarios by coming together to face the final challenge, a mass-casualty incident (MCI) that required an extensive effort to triage a bus full of patients, who were pretending to be either injured, deceased, and everything in between.

Overall, the organisers evaluated a number of key performance indicators to improve knowledge and skills for any MCI incident that may occur, including the organisation of defined roles within an MCI, the understanding of the initial information flow and the role of forward command, and the evaluation of triage and clinical management of patients.

Despite the logistics involved in running multiple scenarios with a large number of participants, the event ran smoothly, and Jess said she was impressed with the enthusiasm and professionalism on display.

Internal Communications Project

We knew our staff need a dedicated, coordinated approach to internal communications. Feedback received through our Workforce Forums told us staff across the QAS were asking for improved channels as well. Simple, clear and collaborative messaging is key to a service that speaks to more than 5000 staff every day. It not only ensures an easier workday, it makes it a safer one too.

In November 2022 this work was formalised as the Internal Communications Project at the request of the Commissioner

Phase 1

Phase 1 began in October 2022 and was completed at the end of the 2022 calendar year. This phase focused heavily on research and engagement

Key highlights:

• Hundreds of QAS staff took place in workforce surveys

• Almost 200 QAS supervisors and directors took place in workforce surveys

• We spoke to all the Deputy Commissioners, Assistant Commissioners and Executive Directors in the QAS

• More than 45 per cent of content sent to the All QAS Staff email group was not relevant to the majority of the workforce

• Research indicated most of the problems QAS staff experience with internal communications lie with email volume and the QAS Portal

• The QAS Daily Update was transitioned to the QAS Weekly Update

• The Commissioner's Messages were transitioned to the Fortnightly Commissioner's Update

• Long-form text content has been transitioned to largely audio and video content.

Phase 2

and was embedded within the QAS Media and Communications Unit.

A small team of media and comms professionals, the project team was designed to assess, enhance and expand the way we talk to staff across the service. Its aim is to create reliable information channels, a consistent voice for the organisation and improve governance surrounding how we send and receive information.

Please rate your satisfaction with the following communications items:

Daily QAS Update

QAS Portal

Clinical Officer Hub (Portal)

Medical Circulars

Drug Alerts

Insight Magazine

Thursday Supervisor Briefing

Phase 2 began in February 2023 and is expected to be completed before September 2023.

This phase focused heavily on audit and development, including:

• Development of Intranet Redevelopment Business Case (Inclusive of QAS Portal Audit and QAS Portal Needs and Gaps Analysis)

• Audit of current communications policies and governance

The Queensland Ambulance Service started undertaking significant work on the way we share and engage across the organisation towards the end of 2022, Trinette Stevens writes.

QAS Workforce Plan

The QAS Strategy 22-27, launched in 2022, contains an objective related specifically to Our Workforce.

After the QAS Strategy was released, the QAS initiated the QAS Workforce Strategy Project to explore fully the workforce themes and topics impacting our employees and our business.

The Draft Workforce Plan on a Page has been produced as a result of detailed engagement and consultation across QAS, and with our external stakeholders over the past nine months.

This March we held a Workforce Forum at Victoria Park in Brisbane to seek input into our Draft Workforce Plan on a Page. The feedback and comments we receive from Workforce Forums is always of high quality and extremely important for us to test ideas and get real time suggestions on what resonates and doesn’t resonate with our people and other key stakeholders.

Participants at the Forum were provided with the opportunity to discuss each theme, the objectives, our focus areas and the proposed initiatives in detail with their colleagues.

All of the information gathered at the Forum will be analysed and used to refine and improve our Draft Plan on a

In general, Workforce Forum feedback centred around the following concepts:

• Greater transparency on how we will achieve the outcomes and results outlined in the plan

• An understanding on the education and training planned to reduce harmful behaviours in the workplace

• Communication on what we are doing on important initiatives such as rostering, finish on time, fatigue and meal breaks

• Improving recruitment including equity and access to opportunities and development

• Greater use of tools and resources to explain the responsibilities entailed in being a leader, including clear frameworks and development pathways

• An emphasis on using succession and performance development frameworks well to achieve positive and meaningful outcomes

Page in readiness for our next Forum in May.

A copy of the draft Workforce Plan is available on the QAS Portal within the Strategy, Governance and Legal area

The QAS Workforce Strategy Project has examined the challenges we have in our day to day operations and what we might face into the future and identified six broad workforce themes for the QAS to concentrate on over the next 5+ years.

By concentrating on these areas, our QAS workforce will continue to adapt, be flexible, and meet the changing needs of our patients and the community.

These workforce themes include:

1. Inclusion, equity and diversity, and cultural safety

2. Safe, supportive, respectful and sustainable workforces

3. Flexible, agile and innovative workforce

4. Leadership, capability, and development

5. Adaptive and sustainable workforce models aligned to future business needs – right people, right place

6. Workplace culture, communication and engagement

QAS Workforce Forums

The Workforce Forums have officially started for 2023!

The first Workforce Forum of the year kicked off on Tuesday 21 and Wednesday 22 March at Victoria Park in Brisbane, with our largest attendance to date.

More than 140 people came together from all areas of the organisation to discuss the draft Workforce Plan and provide feedback on the workforce themes, proposed focus areas and suggested initiatives.

Commissioner Craig Emery opened the forum with a moment of reflection on how far the QAS has come since the launch of the QAS Strategy 2022-27, including the concerted efforts over the past nine months to explore the issues affecting our employees.

One of these efforts has included the development of a Workforce Plan, covering the full range of workforce matters identified by Strategic Objective 2 from the QAS Strategy.

Speakers and forum hosts included Darling Downs and South West Assistant Commissioner Michelle Baxter, Workforce and Project Executive Director Ray Clarke and Workforce Plan Project Lead Dean Jones.

“It was an incredibly insightful and productive day for all of us who have been working towards understanding issues affecting our employees and what we should include in our Workforce Plan,” Michelle said.

“We heard some feedback that we expected and some that we didn’t, it was genuinely valuable to have so many employees attend from different areas of the organisation to enable their contribution to this important initiative.”

Listen to firsthand feedback from a handful of Forum attendees: https://vimeo.com/810423518/23e9f70b56

We can’t wait for the next Forum, where we will present the final draft Workforce Plan to the workforce in readiness for its anticipated approval mid-year.

QAS Workforce Forum 2 Rockhampton, Central Queensland 30-31 May 2023

CASE scenario

By Julie Hughes and Dr Glenn Ryan.

There were no skid marks visible before the collision point.

There was extensive front-end damage to the ute and an associated significant fuel leak.

The patient was a 34-year-old male, the ute’s sole occupant and driver. It was unclear whether the patient was restrained, given that the patient was found in the footwell.

Queensland Fire and Emergency Service (QFES) stated the fuel on scene had been isolated and it was safe for QAS clinicians to proceed to the vehicle, while additional fuel spill management occurred concurrently.

A single officer Advanced Care Paramedic (ACP) was the first treating clinician - the paramedic and their partner were transporting a patient to hospital at the time.

The paramedic’s partner remained in the transport unit with their patient.

An additional ACP crew, a Critical Care Paramedic (CCP) and the High Acuity Response Unit (HARU, in this instance staffed by a HARU CCP only) were dispatched.

The first treating clinician located the patient in the driver side footwell.

Initial access to the patient was through the driver’s side window. The patient’s head and neck were hyperextended over the seat, with their legs trapped under the dash.

This presented a very difficult access scenario to a critically ill patient.

Patient assessment on arrival

The first treating clinician’s initial assessment revealed the patient to be in extremis and peri-arrest:

C: No obvious external signs of haemorrhage, although the patient’s legs were entrapped below the dash.

A: Patent

B: Agonal respiratory pattern of breathing. There was an obvious concavity to the patient’s left hemithorax, with unequal rise and fall (compared to the right hemithorax)

C: Central carotid pulse rate of 40 beats per minute, no palpable radial pulse

D: The patient was GCS 3, the pupils were dilated but equal, with a sluggish response to light

E: The patient’s neck was hyperextended, with concerns for a neck injury. The patient had an open fracture of the left forearm. The lower limbs were not able to be visualised or assessed.

DECISION POINT A:

This patient is in extremis with difficulty accessing him in the footwell of the car.

• What factors influence the decision of where to commence initial management? (e.g. patient clinical condition; extent of access to the patient and what interventions are clinically indicated and can be performed

safely; timing of extrication and time to better patient access).

DECISION POINT B:

• What initial interventions need to be performed and in which order?

Management

Initial management was commenced while the patient was still entrapped, as the extrication was expected to take 20 minutes following discussion with QFES. The ACP initiated the traumatic cardiac arrest algorithm, including the following:

• Bilateral Pneumodart insertion to relieve an obstructive cause of shock. This resulted in a release of air from the left chest.

• Bilateral arterial torniquets to the lower limbs in case of unseen haemorrhage

• LMA insertion to ensure airway patency and provide assisted ventilation

• IV access was unable to be achieved whilst the patient was entrapped.

QFES facilitated extrication (entrapped for 19 minutes) and the patient was placed on a stretcher. Further interventions included:

• Placement of a cervical collar

• Placement of a pelvic binder

• Limbs pulled to length

• IV access and fluid bolus initiated

The patient was reassessed post extrication by the CCP and second ACP crew:

Traumatic cardiac arrest: The Queensland Ambulance Service was called to a motor vehicle accident where a utility had collided with service station petrol pumps at high speed.

A: LMA in situ

B: Agonal respiratory pattern, ventilation assisted, right hemithorax noted to have better expansion / rise and fall than the left hemithorax

C: Nil palpable pulses, rhythm was asystole

D: GCS 3, pupils fixed and dilated

E: Bilateral open fractures to lower limbs with no ongoing external bleeding, open fracture of left forearm

DECISION POINT C:

The patient is now extricated and being ventilated via an LMA.

• What additional interventions are indicated based on the above re assessment?

• In what order do you perform these interventions and why?

• Is there a role for chest compressions?

A: LMA replaced with an ETT

B: Ventilation assisted. Given ongoing unequal chest wall movement with ventilation and patient now in arrest, a second set of bilateral Pneumodarts were placed to exclude tension pneumothorax, with release of air from the left chest

C: Fluid resuscitation continued with 0.9% saline. Limbs were already pulled to length and pelvis bound. Chest compressions were commenced

HARU met the crews on scene approximately 35 minutes after the initial 000 call. The patient had been extricated and was being resuscitated

on the QAS stretcher. HARU proceeded to reassess the patient and formalise the traumatic cardiac arrest cares provided:

C: No external source of haemorrhage found

A: ETT in situ, placement confirmed with EtCO2 waveform indicating airway patency.

B: No spontaneous ventilation, ETCO2 < 10. Ventilation assisted. Bilateral Pneumodarts formalised with bilateral finger (simple) thoracostomies to

exclude tension pneumothorax as cause of arrest, releasing blood from the left hemithorax. The integrity of the left lung felt abnormal, the right lung was inflated

C: Pulseless, remained in asystole

D: GCS 3, fixed and dilated pupils as previous

An ultrasound was performed of the heart to assess for cardiac activity. There was no cardiac activity. On review of the case post event, a large pericardial effusion was noted.

DECISION POINT D:

Indication to cease resuscitation

Resuscitation was ceased 45 minutes post 000 call due to the prolonged duration of resuscitation, no further reversible causes of the traumatic arrest found, asystole on the monitor and no cardiac activity on the cardiac ultrasound.

Timings

Call received 2331

QAS On scene 2337

Traumatic arrest protocol 2338

Extrication 2356

Thoracostomies 0005

Ultrasound 0010

ROLE 0016

Key learning points

1. Scene safety and Risk Assessment:

The Clinical Practice Guideline relevant to this is: Other / Clinician Safety

Key points for consideration include a POP assessment incorporating:

• Hazard identification

• Risk assessment

• Risk controls

• Reviewing control measures

In this situation, there were many scene safety considerations including the vehicle impacting the fuel bowsers, safety around the vehicle, visibility given the incident occurred at night, fuel, fumes and risk of fire. Risk control actions included the service station attendant disengaging the fuel supply to the bowsers and QFES managing the fuel leak, QFES securing the vehicle, liaising with QFES regarding patient extrication and wearing protective PPE.

2. Traumatic cardiac arrest algorithm:

The relevant CPGs include:

• Resuscitation/Traumatic

• Trauma/Limb Injury

• Pelvic Injury

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• Other/Haemorrhage Control

The relevant CPPs include:

• Airway management

• Emergency chest decompression –Pneumodart®

• Emergency chest decompression –finger thoracostomy

• Arterial tourniquet

• Orthopaedic splinting –Prometheus Pelvis

The immediate priorities for resuscitation were correction of potential causes contributing / causing the peri-arrest / traumatic arrest:

• Hypoxia à BVM ventilation, LMA placement then ETT placement. It may be appropriate to leave a wellplaced and functioning LMA in situ rather than replacing it with an ETT to save time and allow clinicians to focus on other reversible causes (haemorrhage, hypovolaemia and obstructive shock)

• Obstructive Shock - Tension pneumothorax à bilateral chest decompression with Pneumodarts, followed by finger thoracostomy

• Haemorrhage / Hypovolaemia à torniquets applied to fractured lower limbs which were not completely visible whilst patient was entrapped, binding the pelvis on extrication, traction and splinting fractured long bones to prevent external blood loss and / or blood loss into large body compartments, fluid resuscitation to augment circulating volume

• Chest compressions are unlikely to be effective when the patient has arrested from hypovolaemia

and / or obstructive shock unless the cause of arrest is corrected first. Chest compressions may occur concurrently with the above if there are sufficient resources on-scene, BUT should not impede the above interventions from occurring.

Bilateral Chest Decompression with Pneumodarts:

• Emergency chest decompression is a lifesaving procedure in the setting of tension pneumothorax and is indicated for patients presenting in traumatic cardiac arrest with torso involvement

• Pneumodart insertion site – 2nd intercostal space, midclavicular line of the affected side

• Patient positioning other than supine or when there is limited access to the patient may make the identification of anatomical landmarks difficult.

• The incorrect placement of Pneumodarts can lead to iatrogenic life-threatening injury to mediastinal structures, including the heart. Therefore, meticulous understanding of the surface anatomy and underlying structures is required.

Thoracostomy

• Finger thoracostomy allows maximum release of air/blood from the pleural cavity and allows for repeated decompression in case the pneumothorax reaccumulates.

• HARU team members and aeromedical doctors will perform bilateral thoracostomies in traumatic cardiac arrest.

LARU Report LARU Wounds Course

By David Krygger, LARU Paramedic, Gold Coast Region

Introduction

As Grad Cert LARU studies have now officially commenced for our learners in 2023, it is a great opportunity to reflect on the year that was in the LARU training space.

For our LARU Paramedics 2022 was a great year, with the formal graduation of our first full course Graduate Certificate learners and the rollout of two full intensive wound care units of study.

With formal units of study running consistently throughout the year, learners engaged in LARU studies participated in a variety of clinical practicums including emergency

Graduation

Congratulations to the first 22 graduates who have completed their entire 10801NAT Graduate Certificate Program without any RPL. These paramedics have all completed a two-year, five-unit post graduate certificate (AQF-8) course focussed on enhanced assessment and critical reasoning.

They formally graduated in front of their loved ones in December 2022.

Our workforce

department placements, on-site residentials as well as guided on-road clinical mentor shifts.

In total, 2022 Grad Cert learners participated in more than 4500 hours of combined clinical practicum, not including the countless hours of self-paced study and assessment writing.

As we currently have two large units of study running, 2023 is shaping up to be another great year for Grad Cert learners and for the LARU role more widely.

Their skills, knowledge, experience, and leadership will greatly benefit the regions they work in as they provide improved care and support to their communities.

These graduates reflect the importance of LARU within the QAS and the growing role these specialised paramedics bring to their communities.

Well done to all our 2022 graduates!!

Sept Wounds Course

2022 also saw QASEC run two consecutive wounds courses, with the last group finishing in November.

Unit EARWOU004 – Assess and provide treatment of wounds is one of the final units of competency required in the QAS Grad Cert.

During this unit, LARU paramedics engage in detailed study focussed on the different types of wounds; how to assess them, the detailed process of healing including any complications, risk factors and ongoing care plans for managing acute and chronic wounds.

During this unit LARU learners attend a week-long residential where they are taught wound assessment, care planning – including risk mitigation, aseptic non-touch technique, wound closure including suturing and adhesive glue and skin tear re-approximation. These skills build on the knowledge developed over the Grad Cert to allow these LARU paramedics to expand their scope of practice and provide enhanced wound care and advice to their patients. This residential continues to be supported by further summative assessments, including in-person and video OSCEs as well as clinical reflections and written assessment tasks.

This year, QASEC is looking forward to rolling our next group of Grad Cert LARU learners through this course from May as well as planning ahead for our next graduating cohort in December.

OpCen Report

Skye Brownsea

Skye Brownsea was in her first three months as an ECH, when she received a call from a concerned but compliant young woman, who gave no initial indication of the serious nature of her call.

The caller calmly provided the address and then handed the phone to her father who was equally as calm.

After confirming the address, the man handed the phone back to his daughter as he does not know her phone number.

After confirming the phone number, the young woman said they have “found” their “Nan on the floor unconscious”.

When asked exactly what happened the caller stated, “I don’t think… I don’t think she’s alive anymore.”

She can then be heard saying to her father in the background, “Oh dad I think she’s gone.”

When Skye asked the woman if her Nan was breathing, she appeared to suddenly grasp the gravity of the situation and she broke down.

Skye demonstrated compassion, reassuring the caller that she was going to organise help for her.

Skye commenced Pre-Arrival Instructions (PAIs) at which point the caller stated her “Dad is a nurse and he’s kind of doing the stuff…”

Skye took control of the situation, instructing the caller to lay the patient flat on the ground and remove anything from under her head.

At this point the caller’s father could be heard in the background trying to rouse the patient, his 68-year-old mother.

Skye continued with PAIs and when she started to deliver compression instructions the father’s nursing training kicked-in, and the CPR could be heard in the background.

Skye coached the man through his CPR to ensure the correct pace.

After approximately two minutes of CPR the father took the phone and said, “she’s gone love”.

Skye clarified when the last time the patient was seen well, and the father stated he had been outside for about 30 minutes.

As there was some ambiguity as to how long the patient had been on the floor, Skye encouraged him to continue with CPR.

Skye continued to provide reassurance and encouragement and the man continued CPR until the first crew arrived on scene within 10 minutes of the initial call.

The crew continued CPR and achieved ROSC.

This man, despite being a nurse, has come in to find his mother unconscious and possibly deceased on the floor. He is not in a controlled work environment. He is at his home with his distressed daughter, confronted by the possible loss of his own mother. Sometimes, regardless of our qualifications we may need some help.

In the initial part of the call, it appeared the man was simply trying to get a response from his mother, it was not until Skye gave the compressions instructions that he can be heard commencing what sounded like very effective CPR.

Then, when he felt his efforts were futile, Skye continued to encourage him to not give up and he continued effective CPR until the crew arrived and took over.

The crew was able to continue CPR which resulted in a ROSC on scene. Had Skye not persisted with her instructions there most likely would have been be a different outcome.

Caring for Queenslanders

Jacinta Bowden

On initial presentation, the caller was a little frustrated as she felt the Telstra operator had not heard her out.

The woman indicated she was unsure if calling an ambulance was appropriate as she believed the patient, her “father-in-law” was already deceased.

The caller advised, she and her partner had been trying to contact his father for several hours.

On arrival at the father’s residence, they found the father who had appeared to have ended his life.

Jacinta confirmed the patient was not breathing with both the woman and her partner stating that he was gone and there was no pulse.

In describing the scene, the caller then stated he had a blue tank beside him.

Jacinta clarified, “What do you mean?”

Based on the caller’s previous description of the scene and the advice of the blue tank and acknowledging the possible scene safety risks to family members and responders, Jacinta, without creating a sense of panic, immediately instructed the caller and his partner to leave the room and not go back inside.

She then swiftly reconfigures the case from a 9E to an 8D to ensure responding crews are alert to the potential danger.

Click here to listen

The MPDS advises us the ‘First Law of Responders’ is “Don’t take more victims to the scene”.

Jacinta quickly acknowledged the potential risks at the location and in keeping with Protocol 8 Rules One and Two, she quickly instructed the caller to get out of the unit.

You can click here to listen to this call

She again confirmed everyone was safe and out of danger before continuing her instructions.

Insight’s OpCen Report highlights examples of outstanding responses to Triple Zero (000) calls by our dedicated staff at Operations Centres around the state. Jo Roy writes.

Insight into the Clinical Hub

This includes a new 24-hour Team Leader role, a dedicated Social Worker, increased Clinical Hub Paramedic Clinicians along with extended Senior Medical Clinical Co-ordinator coverage.

This has enabled the Clinical Hub to have a positive impact on the individual patient journey throughout the state. Health care navigation can be difficult, and the Clinical Hub can assist patients via clinical call back and telehealth, as well as Paramedics on-scene to access appropriate and timely care.

The Clinical Hub can offer patient centred advice, access to alternative health care pathways, specialised hospital services and in-home care options when clinically appropriate.

Case 2

Referral from Far Northern Operations Centre. 30 year old male snorkelling in shallow water on the Great Barrier Reef, returned to the dive boat complaining of severe total body pain, vomiting, full body rigidity, alert, difficulty in speaking with pain, complaining of DIB, cyanosed lips. No rash or angio‑oedema.

PMHx: asthma, uses Salbutamol daily, not available of boat.

Initial challenge of obtaining clear and direct information from the boat staff member, chaotic scene. Clinical hub clinician gained attention of staff member and provided reassurance. Explained what to do next and empowered the staff member to focus on the information required by the QAS to be able to provide appropriate help.

Essential information gathered:

• Was the patient free diving or scuba diving? – No

To find out more about the Clinical Hub, click here

Case 1

14-year-old female, playing netball. As she ran her right patella dislocated. The patient had experienced a patella dislocation previously and there was no direct trauma to the knee.

The Clinical Hub Clinician completed a video assessment of the patient on scene. Lateral displacement of patella with no other injury. The patient and parent consented to attempting patella relocation, with assistance from on scene first aid officer and via video link with the Clinical Hub Clinician. The patella was easily relocated within 15mins of initial injury and significantly reduced the patient’s pain. Follow up advice to apply compression, an icepack and take oral simple analgesia. The family were confident to privately transport the patient to the Emergency Department for review and imaging.

• Was the patient wearing a full stinger suit? – No

• Evidence of rash, sting, marks on the body anywhere? - No

• Does the patient have allergies? – Nil known

• Boat first aid kit does not have adrenaline or salbutamol

• No drugs or alcohol

• Was in the sight of the staff whilst snorkelling the reef

Differential Diagnosis – Marine envenomation (Irukandji, box jelly fish, cone shell, sea snake), anaphylaxis, asthma, pneumothorax, decompression sickness.

Due to distance from land and clinical condition described, case referred to Senior Medical Clinical Co-ordinator (SMCC). Instructions provided to remove all clothing wash patient down with vinegar to remove any stingers and maintain a position of comfort. Given the patient presentation and location the most plausible cause of condition was marine envenomation, likely Irukandji syndrome, with the notable features of severe. Boat continued to mainland, paramedics were tasked to be at the marina to meet the boat on arrival, to treat the patient with opioid analgesia and magnesium as required. The patient was transferred to hospital for ongoing care.

The Clinical Hub has been a hive of activity with an ongoing expansion and the development of some new roles.

Case 3

Clinical Hub referral to Mater@Home. 50-year-old female, called QAS for assistance with ongoing left lower leg pain for 4-5 days. Described the pain as was worse at night, currently manageable but had begun to activities of daily living and sleep. Patient had Paget’s disease and due for review in the coming days to meet with their specialist. Post initial call back from Clinical Hub Clinician the patient was referred to Mater@ Home. The patient was accepted for care and their care was tailored at home via the rapid response clinical nurse who attended 2 hours after the initial call for an Ambulance.

On scene assessments completed by Mater@Home:

• ECG

• Bloods for pathology

• Analgesia

• Hydration

• Covid testing

• Urine analysis

• Mobility assessment

Medical Telehealth appointment completed with Mater@Home clinician who diagnosed an exacerbation of pain secondary to Paget’s Disease and concurrent viral illness. Other findings of this complex patient, significant social implications.

• High falls risk

• Significant weight loss with reduced appetite 6/12

• Inadequate environmental supports

• Inadequate formal support or planning, plus carer fatigue

• Low mood

Hospital in the Home (HITH) organised by Mater@Home and the patient had medical care throughout a four-day period. Discharged from HITH and transferred to post-acute care for ongoing cares in the home including Occupational Therapy, Psychologist, Social Worker, Physiotherapist and Dietitian.

Case 4

20 year old male station hand working on a remote station, stung by wasp now experiencing anaphylaxis, known anaphylaxis to wasps. Call referred from OCS in central region to Clinical Hub SMCC. Supported caller to administer an EpiPen, while awaiting effect contingency plan made with OCS to send hospital‑based Ambulance response from nearest health clinic (RN and Emergency Driver) along with a QAS response which would be 2 hours with the closest resource. SMCC also referred to RSQ for assistance with an aeromedical asset, no asset available.

Limited response from first EpiPen. Patient still experiencing SOB with audible wheeze heard over the phone, lip and eye swelling with global urticarial rash. SMCC continued trouble shooting with caller to locate more adrenaline. Bystander sent to get RFDS box in nearby location, while another went to the living quarters to enquire if any other staff had an EpiPen. This search yielded 2 further EpiPens.

Two further EpiPens administered during call backs with SMCC. HBA, scene, ops centre and Clinical Hub all remained in regular contact until HBA arrived on scene. Patient was much improved and able to be transported with HBA to health centre and QAS acute crew could return to region. The station owner ensured replenishment of all EpiPens used for the case.

HCC Report: A step forward in virtual healthcare delivery for COVID+ patients

The Health Contact Centre (HCC) went live on 13 December 2022 with a digital referral pathway for high risk COVID-19 positive patients.

The Triage service assesses a patient’s symptoms and chronic disease history and if high risk criteria is met for the patient to receive care via the COVID+ virtual wards, then the referral pathway is completed and added to the respective Hospital and Health Service (HHS) dashboard. Within 24 hours, HHS’s make contact with the patient and provide the COVID-19 model of care; including medical assessment and advice, anti-viral medication and ongoing monitoring if needed.

Since the digital referral pathway went live in December last year, more than 600 referrals have been completed, peaking at 40 referrals on Boxing Day in the middle of the COVID wave and at challenging time of year to access GP services.

The Triage nursing team said as the process and technology was purposely designed and built for their existing operations, it has resulted in a seamless experience for both themselves and the patients.

Patients are receiving timely and quality care without having to leave from where they are isolating and it’s a great example of end-to-end virtual health care delivery.

The HCC is now leveraging this process and technology to develop a digital referral pathway for patients who are appropriate to receive care from the Metro North HHS Virtual ED.

QAS celebrates International Women’s Day

This March, the QAS celebrated Queensland Women’s Week and International Women’s Day. We remain committed to supporting gender equity and believe together we can all challenge gender stereotypes, call out discrimination, draw attention to bias, and seek out inclusion.

Steward on the Couch

In March had the pleasure of attending the Institute of Public Administration (IPAA) Stewards on the Couch event, bringing together colleagues from across Queensland Government.

The event called on all leaders and allies to “crack the code” to innovating and changemaking for a fairer and more inclusive future.

The diverse panel including, Department of Children Youth Justice and Multicultural Affairs’ Director-General Deidre Mulkerin, Ipswich City Council’s Chief Executive Officer Sonia Cooper and Services Australia’s Deputy Chief Executive Officer Michelle Lees.

These amazing women took to the couch for a candid and thought-provoking discussion about leadership, career journeys, challenges, overcoming barriers, catalysing change, and leading with courage and authenticity.

RN Maria (Gwen) Hernandez providing virtual care to COVID positive patients.

Dawn Aaskov and Katelyn Alexandra

Equity versus equality

You may have heard conversations on why equal opportunities are no longer enough, in fact they can be exclusionary, rather than inclusive.

So, what is the difference between ‘equity’ and ‘equality’. The IWD website explains this nicely:

Equality

Means each individual or group of people is given the same resources or opportunities.

Equity

Recognises each person has different circumstances, and allocates the exact resources and opportunities needed to reach an equal outcome.

Equity can be defined as giving everyone what they need to be successful.

In other words, it's not giving everyone the exact same thing.

If we give everyone the exact same thing, expecting that will make people equal, it assumes everyone started out in the same place and this can be vastly inaccurate, because everyone isn't the same.

What’s QAS doing about this?

Through the extensive consultation process for the QAS Strategy 2022-2027 and the development of the QAS Workforce Plan, we have a better undertaking what’s required to achieve equity.

Although in draft form, the QAS Workforce Plan has strong themes of equity and diversity, along with the supporting plans for equity, inclusion and diversity, and cultural capability. It’s important to us everyone feels genuinely respected and valued for their diversity and can be themselves at work.

Image source: Robert Wood Johnson Foundation

Cultural Safety Unit Report

Our Cultural Safety Support Officers have been invited to speak at supervisory development sessions and regional forums across the state.

During these forums and station visits the CSU team has had the pleasure of meeting QAS staff and volunteers who have a genuine concern and passion for cultural safety and health equity both within our organisation and the wider community.

Understanding their individual contribution to the organisation’s health equity goal, we have seen an increase in membership to our Indigenous Network with currently 130 members from all across different roles in QAS.

In some regions work is beginning with Network members collaborating with the regional supervisory teams and HHS staff to support the HHS First Nations Health Equity Strategy (First Nations Health Equity | Queensland Health)

What barriers exist to achieving Health Equity?

There are several barriers that exist to achieving health equity which are referred to as the social and structural determinants of health.

These conditions are separate from genetic disposition and are the conditions that an individual has little, or no control over.

Some of the social and structural determinants of health include:

Social Determinants of Health

Employment, work dimensions, income

Housing

Bias and discrimination

Structural Determinants of Health

Sociopolitical

Physical environments and spaces

Organisations of Health, Education and Justice

Education level Colonialism

Food options/security

Support networks and inclusion

Culture

An example of social determinants affecting health

Malcolm’s story

Malcolm is a 40-year-old widower with children aged six and eight.

If you are interested in joining the Network you can find out more on the portal page QAS Indigenous Network (sharepoint.com) or contact the Cultural Safety Unit QAS.CulturalSafety@ambulance.qld.gov.au

Health Equity

What is Health Equity?

Health equity is the opportunity for everyone to attain their full potential for physical and psychosocial health and wellbeing.

The company he works for has moved its operations to another part of Queensland, so he has also had to move to be closer to work, but he has no family support or networks around him.

The suburb he lives in considered an industrial area, so it lacks town planning initiatives like parks and recreation spaces.

There are no other families around the area and because of his work hours Malcom needs to pay for before and after school care.

The Cultural Safety Unit staff have been busy across the state since the full team began in August 2022.

This extra financial commitment has meant Malcom found it hard to keep up with his vehicle registration and insurance so is using a pushbike to get to and from work. Because of his limited transport his closest shop is small and quite expensive, meaning buying fresh fruit and vegetables is limited after Malcolm buys the family staples.

Malcolm’s children would both like to play team sport and while he sees the benefit to this for their health, his long work hours, tighter finances and transport limitations mean he can’t commit to paying for sport or getting them to training or games.

Not being able to do the best for his children weighs heavily on Malcolm and he has trouble sleeping at night.

He has put on 20kg, feels exhausted when he is at home and sometimes loses his temper at the children too easily.

At a recent workplace health check he was noted to have high blood pressure, blood sugar reading to indicate he may be pre-diabetic and the Kessler Psychological Distress Scale scored him at 35 indicating he is likely to have severe psychological distress.

He is referred to a GP but can’t access one outside of his work hours and is worried about using his sick leave in case he needs it to look after his children in the future.

Health Equity Benefits All Queenslanders

What is Queensland doing to support health equity?

The Queensland government has recognised the barriers to achieving health equity and the burden of disease that impact our Aboriginal and Torres Strait Islander Peoples. In conjunction with Queensland Aboriginal and Islander Health Council (QAIHC) and Queensland Health the Making Tracks Together - Queensland’s Aboriginal and Torres Strait Islander Health Equity Framework was developed, giving Aboriginal and Torres Strait Islanders peoples a voice in the design and delivery of healthcare.

Making Tracks

Together has provided support to Hospital and Health Services

(HHS) in developing their own Health Equity Strategies. In 2020 and 2021 Queensland Parliament legislated that all Queensland HHS co-develop and co-implement, in partnership with Aboriginal and Torres Strait Islander stakeholders, health equity strategies that guide the public health system to

• achieve health equity and improve Aboriginal and Torres Strait Islander outcomes

• eliminate institutional racism and racial discrimination from the public health sector, and

• strengthen decision-making and power sharing arrangements with Aboriginal and Torres Strait Islander peoples.

To find out more on your local HHS First Nation Health Equity Strategy First Nations Health Equity Strategies | Queensland Health

What is QAS’s role in health equity?

The QAS has a large part to play in health equity. As an organisation we are the often the first point of contact in a patient’s healthcare journey.

Our systems, decisionmaking and advocacy can influence how someone can navigate the health system.

Regionally QHealth and QAS are working in partnership to help achieve health equity through the HHS First Nations Health Equity Strategies.

Above

■ The CSU team – above from left-right – Trish Murray, Angela Perry, Claine Underwood, Gemma Armitt, Trent Jackson and Mindy Thomas –has changed slightly over the past few months and is now joined by A/Executive Manager Krystal Smith while Trish is away on secondment. Stay tuned to find out more about Krystal in our next edition…

Three QAS officers received ASM honours on Australia Day

Three Queensland Ambulance Service paramedics from Cairns, Magnetic Island and Ipswich were announced as Ambulance Service Medal recipients for Australia Day’s 2023 Honours List in January.

The three paramedics include Cairnsbased Local area Assessment Referral Unit (LARU) Officer Nadine Bond, Magnetic Island Station’s Officer in Charge Kerry Dillon, and Ipswich Station’s Senior Operations Supervisor Mark Nugent, who together clock up well over a century of experience between them.

The Ambulance Service Medal (ASM) recognises distinguished service as a member of an Australian ambulance service.

LARU officer Nadine Bond has had a long and distinguished ambulance career, starting with the former Queensland Ambulance Transport Brigade as an Honorary Ambulance Officer in 1986 and was permanently appointed as an Ambulance Officer in 1987.

Now based in Cairns, Nadine has worked throughout the Far Northern and Torres Strait areas, caring for patients in the communities.

Nadine has built a strong reputation advocating for her patients’ care and continues to look for ways to improve operational outcomes, as well as building strong relationships with Aboriginal and Torres Strait Islander communities. She is also a Peer Support Officer, making herself available to colleagues often outside work hours to provide support.

“My primary role as a LARU officer is to divert people with non-emergency health issues away from hospitals, so I’ll go out to patients who might be suffering from abdominal pain, or dizziness, and a lot of other medical jobs to provide treatment at home,” Nadine said.

Nadine said the announcement of her being awarded an ASM took her completely by surprise.

“I’m extremely honoured and humbled really,” she said. “I’m surprised someone would do that [nominate me] – it chokes me up really.

“There are a lot of people who have been in the service as long as I have, or even longer.

“I love this job, you’re invested in it, you know so many people – it is just one big happy family really.”

QAS Commissioner Craig Emery said Nadine was well known and respected by her peers as a highly trained and competent clinician and an exceptional role model.

“Nadine’s unwavering commitment and dedication to excellence in patient care, has seen her provide leadership in complex and extremely challenging and hazardous incidents,” Craig said.

“She is well known and trusted as the Peer Support Officer who staff reach out to after critical incidents, usually done outside her working hours, making her highly regarded as a mentor and caring officer.

“Nadine has served the people of Queensland for more than 36 years and her continued passion for patient care is highly valued by the Queensland community and the QAS.”

You can hear more of Nadine’s reflections on her ASM announcement and long career in her own words here

Magnetic Island OIC Kerry Dillon is being recognised for his work as a pro-active leader contributing to grass-roots organisational change, providing coaching and mentoring to his peers to build strong relationships between QAS support teams and key community groups.

This year he is also celebrating a major milestone, having worked with the QAS for 40 years.

After starting his career in 1983 as an Ambulance Officer with the former Queensland Ambulance Transport Brigade, Kerry was permanently appointed as an Officer in Charge in 1998 and his outstanding career has seen him undertake relieving duties as Area Manager and Regional Manager Operations Support for the Townsville district.

Kerry has been the OIC at “the best place to work” – or Magnetic Island – for nearly 20 years and said the one thing he loves most about is the trust everyday Queenslanders place in him during their most stressful times.

He said he was surprised to not only have been nominated, but also to receive the award as he feels he does the same thing all other paramedics do in their jobs.

“I enjoy this job, I love getting up in the morning, I love putting on the uniform,” he said.

“I go out and do the best I can for people, and I love the fact I can help people here and can get involved in the community.

“I’m just so pleased (and my wife is over the moon too) that someone’s thought so highly of me,” Kerry said.

Craig said Kerry has seen significant change within the QAS over his four decades of service during which he has attended many multi-casualty incidents and has actively participated in several natural disasters including Cyclone Yasi and 2019 North Queensland floods.

“Kerry has gone above and beyond to continue to positively influence patients’ lives with his unfailing commitment and

dedication to excellence in patient care, education and training,” Craig said.

“This has enabled him to provide and manage highly complex and extremely challenging incidents, in sometimes very hazardous environments.

“Kerry continually performs the various duties required of a frontline ambulance officer with distinction and uses his knowledge and expertise gained through attending various complex and often challenging incidents to benefit his colleagues by providing advice and assistance when attending to members of the public.

“He has been, and remains, an exceptional role model for more junior staff and his QAS peers.

“Kerry is a well-respected officer of the QAS and a very deserving recipient of the Ambulance Service Medal,” he said.

You can hear more of Kerry’s reflections on his ASM and his long career by clicking here

Ipswich-based Senior Operations Supervisor Mark Nugent’s 34-year career with QAS has seen him widely recognised for his experience and passion for emergency management, a highly specialised area.

His long and distinguished ambulance career began with the former Queensland Ambulance Transport Brigade in 1989 as an Honorary Ambulance Officer and he was permanently appointed as an Ambulance Officer the same year.

Craig said Mark’s demonstrated commitment to developing his knowledge and skills saw him undertake various

roles including Clinical Support Officer, Regional Operations Supervisor and his current role as Senior Operations Supervisor (SOS) and he has acted as an Area Director and Senior Clinical Educator at various locations.

“Mark’s expertise in emergency management includes major incident management, emergency management operations and major events (including planning) which routinely sees him as a leader for major events planning and management at a Statewide level,” Craig said.

“In 2020, Mark was the Forward Commander of a tragic incident at Wyaralong where he provided an exemplary level of leadership to the major multi-agency and multi-casualty incident which continues to have a profound effect on all who attended.

“His operational management of this event, both during and afterwards has been commended by his peers and supervisor and his efforts in ensuring the ongoing welfare and safety of QAS staff following major cases and events sets him apart from many others.

“His extensive efforts and absolute passion to make sure the welfare of our people and patients is always at the fore and is highly regarded,” Mr Emery said. Mark said he was quite stunned about being announced as an ASM recipient.

“It was a bit of a shock but also I was quite excited by it, by the fact that it was an award given to me by my peers, as well as other people within the organisation where we already have high standards, so to be recognised at a

high level and being rewarded for these standards, I see it as quite an honour,” Mark said.

He said after more than 30 years of working with QAS, his biggest passion is for his staff and their patients.

“Looking after our staff is paramount to ensuring good patient outcomes,” he said.

“Because if staff are comfortable and reassured, they’ll be confident to go out and deal with the situations our patients are faced with – so our patients and paramedics are inextricably linked.

Craig said Mark’s efforts to ensure the ongoing welfare and safety of QAS staff following major cases and events sets him apart from many others.

“He continues to demonstrate conduct, integrity and distinguished frontline service well beyond the standard.”

You can hear more on Mark’s response to his ASM announcement and his passion for emergency management here

Craig said the QAS was immensely proud of all three ASM honour recipients as they epitomise the organisation’s long and distinguished tradition of service to Queensland communities in three very different ways.

“The recipients’ nominations indicate each person is being recognised for providing an exceptional level of care in from three very different roles each with their own strengths, and each of them shows the same immense level of care for our patients, our people and our communities,” Craig said.

Nadine Bond Mark Nugent Kerry Dillon

QAS women shine in CAA International Women’s Day awards

Six Queensland Ambulance staff members from across the state were recognised on International Women’s Day (8 March 2023) as part of the 2023 Council of Ambulance Authorities (CAA) Women in Ambulance Awards.

The awards highlight successful and hardworking women in ambulance services across Australia, New Zealand and Papua New Guinea.

This year’s QAS award recipients are from all across the state, from Head Office, Far Northern, Northern, Metro North, Gold Coast and Darling Downs regions.

They are:

• Corporate and Statewide Services’ Executive Manager Recruitment Stacie Ramanah

• Office of the Commissioner’s Fair and Inclusive Practice Unit Acting Executive Manager Conor Fardon

• Caboolture Ambulance Station Critical Care Paramedic Hayley Grant

• Drayton Ambulance Station’s Officer in Charge Jacqueline Fitzgerald

• Southport Ambulance Station’s Support Officer in Charge Rebecca Whiteley, and

• Cairns Emergency Medical Dispatcher Chloe Page.

Stacie Ramanah began her career in the public service in 2007 with Emergency Services before joining the QAS as an Administration officer in 2008 and is highly regarded by her peers, employers, external stakeholders and senior management.

Over the last decade, Stacie has successfully led her team to implement Statewide Supervisory Recruitment, redesign operational recruitment and selection activities, centralise the transfers processes and the developed and implemented the CCP Supported Study Pathway.

QAS Commissioner Craig Emery said Stacie has conducted herself with the utmost professionalism while carrying out her duties for close to 10 years.

“Stacie is well respected by QAS employees, senior management and external stakeholders,” Craig said.

“Due to her impeccable work ethics, honesty and integrity together with her warm and caring approach, Stacie Ramanah has positively contributed to the highly regarded reputation of the QAS.”

Stacie said she felt honoured to receive this award.

“It’s a very humbling experience to have my efforts, and that of our small, hardworking team, acknowledged,” she said. “Thank you for your kindness, QAS and CAA.”

Conor Fardon has worked with QAS since 2015 and is an organisational development specialist with extensive experience in leading and driving workforce strategy and engagement initiatives across Queensland Government and the private sector.

Conor oversees several key organisational engagement and reform initiatives driving sustainable change through creating fair, diverse, inclusive and respectful workplaces.

Conor said there are so many exceptional women working in ambulance and so many worthy recipients.

“To be recognised for a job that I love to do every day is truly wonderful,” she said.

Craig said Conor has proven to be a passionate and true advocate for creating a workplace culture of belonging and inclusion that improves engagement, performance, and benefits services delivery and therefore our patients’ experience.

“Conor has played a crucial role in empowering and shaping the QAS’s future workplace,” Craig said.

“Conor partners with our leaders and workforce to better understand the issues and challenges facing our workforce, and further enhances capacity, capability, connection and workplace culture to improve our employees’ experience.

“She achieves this by translating whole-of-Government requirements and objectives, implementing industry best practice, and customising local reform initiatives - understanding that one size doesn’t fit all,” he said.

Hayley Grant is a Critical Care Paramedic at Caboolture Station and since qualifying as an ACP 13 years ago, has worked across the state including remote and isolated locations and is a highly respected prehospital clinician. While primarily striving to provide high quality clinical care, Hayley has also been accepted into the critical care paramedic internship.

The opportunity to perform in diverse clinical roles including in field triage office, low acuity response paramedic and clinical deployment supervisor has broadened her clinical practice.

Hayley has also been successful in gaining a Kenneth James McPherson (KJM) Grant to deliver a statewide project aiming to improve the management of patients with traumatic brain injuries.

“I’m honoured, and I wish we didn’t need awards and special days, but we do,” said Hayley.

“I’m grateful to the brilliant women who have lit the path before me, as we can’t be what we can’t see. I want to acknowledge my nominator, a colleague truly committed to supporting gender equity in our chosen field.

“His encouragement has been unwavering and he has made my chosen path easier, in an occupation that has traditionally seen leadership roles as male-centric.

“It is colleagues like him, and awards like these, that help change this perception and continue to strengthen and empower all members of QAS.”

Craig said Hayley is highly respected by her peers and supervisors for performing quality clinical care and demonstrates

leadership in broader paramedicine development.

Drayton Ambulance Station’s Acting OIC

Jacqueline Fitzgerald started at QAS in 2004 as a Communications Officer in the Cairns Communications Centre before being permanently appointed as a paramedic in 2007.

Jacqueline has worked in many diverse locations across the state, is an Indigenous Liaison Officer (ILO) for the Darling Downs District and was also recognised last year by the Toowoomba Chronical as one of Toowoomba’s 100 most influential women.

Jacqueline said she was a little lost for words but “very chuffed” about being recognised.

“I am honoured, grateful and at the same time excited to receive this award,” she said.

“I consider myself very fortunate to have been inspired by influential leaders and I hope to continue to be a positive role-model to my QAS family.”

Craig said Jacqueline was nominated because she is passionate about helping others in their greatest times of need, QAS officer in charge of the Oakey station Jacqui Fitzgerald said her career in the healthcare sector was very rewarding and humbling.

Southport Support Officer In Charge

Rebecca Whiteley has been with the QAS for more than 20 years as a paramedic and has worked in numerous districts across the state.

Rebecca has advocated for continued growth and positive changes within the workplace as a Fair and Inclusive Practice Network Officer.

Bec said she was “…extraordinarily humbled to receive this recognition and very honoured to be included with such an esteemed group of worthy recipients.”

“I found myself proudly reflecting on the multitudes of people in our organisation who have supported, mentored, encouraged and developed me throughout the 20-odd years I have been in QAS and how this recognition should absolutely be theirs as well,” she said.

“It has confirmed in me the importance that I too continue to offer the same support, mentorship and guidance to those emerging for our future.”

Craig said Rebecca epitomises what it is to be a supervisor in a contemporary organisation.

“Rebecca embodies a supportive environment and ensures a leadership style that is consistent and equitable for all officers,” Craig said.

Cairns Emergency Medical Dispatcher

Chloe Page has been working at QAS since 2009 and has mentored numerous staff in call-taking and dispatching as an acting Professional Development Officer.

“This award comes with great privilege and honour,” Chloe said.

“I work amongst some amazing people and to be considered for such an award is so very humbling.

“Although receiving an award is outside my comfort zone and was a shock (my manager had to surprise me with it) I can only express my sincerest gratitude.

“I will continue to have a huge admiration for the work I do and support my colleagues as I continue to grow within the QAS – a very big thank-you.”

Craig said Chloe is an inspirational person for her fellow co-workers and Chloe is selfless with her time.

“She often relieves in more senior roles, always providing and accepting feedback and looking to not only improve service, but to innovate and improve areas and systems,” Craig said.

“Each of these women, like so many in our service, play a vital role in making our service one of the world’s best and I’m so proud to see their hard work recognised in this year’s awards.”

Jacqueline Fitzgerald

Stacie Ramanah with Craig Emery

Rebecca Whiteley

Conor Fardon with Craig Emery

Hayley Grant

Chloe Page with Cairns OpCen Executive Manager Brina Keating

Happenings

Australia Day Awards

In Douglas Shire…

At the Douglas Shire Australia Day Awards Ceremony, Port Douglas Station’s LAC President Michelle Vladich received the Civic Recognition Award for her dedication and volunteer service to the Local Ambulance Committee.

Mayor Michael Kerr presented Michelle with her award.

Congratulations and thank-you Michelle!

Peter’s mega milestone

Peter Fiechtner, one of the Queensland Ambulance Service’s longest serving officers has finally bumped former colleague Les Steele from the top of the longest serving podium last month at 50 years, and was recognised for this milestone at the most recent workplace forum.

You can read about both officers here and Peter received a standing ovation at the forum and his heartfelt words left many with a tear in their eye… click here to see it.

Keep an eye out for more about Peter in the next edition!

Australia Day Awards

At Clifton…

Meanwhile at Clifton’s Australia Day Awards, one of the longest members of the Clifton Local Ambulance Committee Terry Davis was awarded Clifton Citizen of the Year 2023.

Terry was the Past President of the Clifton LAC for more than 20 years and is currently Clifton LAC’s Secretary.

Congratulations and thank-you Terry!

Australia Day Awards

In Banana Shire…

Gordon Twiner has been a volunteer member of the Biloela Local Ambulance Committee for more than 13 years, serving as President for many of those years.

During this time, he has worked tirelessly to support local paramedics and their families and has raised funds to provide equipment and facilities that enhance the experience of working for the Queensland Ambulance Service in Biloela.

Gordon has actively participated in numerous regional and state conferences, where he has engaged with senior management of the Queensland Ambulance Service (QAS) and worked to facilitate open communication between the QAS and the local community. Gordon was also awarded for his many years of volunteering at the Thangool Race Club and was recognised for being a highly skilled saddler and leatherman, keeping a fine craft tradition alive.

Congratulations and thank-you Gordon!

The Hon Warren Entsch MP Member for Leichhardt, the Mayor of the Douglas Shire Michael Kerr and OIC Port Douglas Ian Day

Banana Shire Mayor Cr Neville Ferrier presented Gordon Twiner with his award; Gordon was supported by fellow Biloela LAC members Milton & Vicki Ainsworth, Nikki Zillmann and QAS Biloela OIC Terry Zillmann.

Craig Emery with Peter Fiechtner

Terry with Chris Fulton OIC Clifton and Clifton LAC Anne President Glasheen

Pictured with Cr Kerry Shine Toowoomba Regional Council and Shane Mathies the Local Ambassador

Cook Shire Australia Day Awards Lakeland First Responder

Alec Stemmler was awarded Young Citizen of the Year for demonstrating a level of responsibility and commitment towards safety and community beyond his years, for taking on his role of local controller for the Lakeland SES.

He also volunteers to coordinate and maintain all the equipment for the Lakeland First Responders.

Cooktown OIC Shane White said Alex joined the group in Lakeland when it was at risk of folding and now runs it with Cooktown Station’s support.

“Not only does he provide this support in this own time, his role as a local SES controller also ensures the team they have road crash rescues skills,” Shane said.

Congratulations and thank-you Alec!

Redland Bay Australia Day Awards

The Redland Bay LAC’s Jan Sommerville was nominated as a Citizen of the Year finalist in this year’s Redlands Coast Australia Day Awards and the Redland Bay / Capalaba Local Ambulance Committee was also a Finalist in the Community Organisation Award category.

Congratulations to Jan and the team and thank you!

Farewell Connie and good luck!

We said farewell to one of our wonderful Far Northern Region’s Patient Transport Officers, Connie Rovina who retired earlier this year.

Connie has more than 15 years of service in the Far Northern region and has worked hard to improve ambulance service delivery to Aboriginal and Torres strait Islander people and communities through the delivery of the cultural awareness programs and coordination of NAIDOC and reconciliation activities.

Connie is leaving to pursue her artistic career which is taking off, with offers coming in from national galleries to exhibit her work.

We would all like to wish Connie the absolute best, she will be missed!

From left to right: Tommy Sommerville, Jan Sommerville (Secretary and treasurer), Jeanette Pickworth (President), Craig Pickworth and Edith Wren (Vice President)

Alec Stemmler

Nambour LAC farewells stalwart Rita James

This February Nambour Local Ambulance Committee (LAC) farewelled one of its stalwarts Rita James with a special morning tea.

Nambour LAC Secretary Geoff Brown said people came from all over the district to say goodbye and thank you to Rita, including OICs from Nambour, Yandina, Maroochydore and Coolum Ambulance Stations together with Ambulance District Director Hayley Salethorne and LAC members.

“Rita’s story is quite remarkable,” Geoff said.

“In 1993 Rita was “clinically dead” after suffering a cardiac arrest which the then Nambour Officer in Charge Barry Wood attended in the only vehicle carrying a defibrillator.

“After three fruitless attempts to revive Rita, her husband Mike insisted on

further defibrillation and after a few more attempts we managed to get her back,” Geoff said.

“Mike and Rita, at that time ran a social old time dancing group where proceeds were provided to the community.

“After Rita’s recovery, Mike met Gary Langford the then (and still) LAC president with the intention of purchasing and presenting a defibrillator to the LAC.

“Mike then joined the LAC in 2001, with Rita following in 2006.

“Sadly, Mike has subsequently passed away, but Rita has continued to play an integral role in our LAC.”

Geoff said technology and equipment had changed dramatically with the passage of time.

“Now, like all ambulances in the state, Nambour’s ambulances all have defibrillators,” he said.

“One of these amazing machines ensured we kept our wonderful Rita with us now for more than 30 years and like so many Queensland families who have had a loved one resuscitated, we are so thankful for this technology.”

Geoff said Rita would be sorely missed by all associated with the Nambour LAC and Ambulance personnel across the Region.

Nambour OIC Joy Reitze presented Rita with a beautiful flower arrangement and thanked her for her longevity with the LAC and for her friendship and support over many years.

The extreme rain event and flooding early this year brought many challenges for Queensland Ambulance Service, but there’s one job three of our paramedics won’t forget for a long time.

QAS Celebrates Highfields’ 10th anniversary

In April the Queensland Ambulance Service’s Highfields Museum celebrated its 10th anniversary with a low-key open day display, damper and a sausage sizzle at the start of April.

And just like the official opening day, the 1965 V8 Studebaker enjoyed a return visit for the day.

The museum was officially opened on 13 April 2013 at the Highfields Pioneer Village and was the culmination of 15 years of community engagement and hard work of former paramedic and QAS Honorary Curator for the QAS Highfields Heritage Ambulance Site Vince Little.

“The equipment they use had a beginning, an evolution and these items need to be preserved to understand the past, know the present and prepare for the future, never forgetting that history is not just about the things but the people who made them all possible.

“This collection began with my personal collection.”

The museum has four registered QAS volunteers, three of whom are all former ambulance personnel.

Over the past decade the facility at 73 Wirraglen Road Highfields has provided educational tours focusing on QAS’s history and procedures for emergency calls to around 15,000 school children.

Darling Downs and South West Region’s Assistant Commissioner Michelle Baxter, who moved to the region from Cairns last year said she was fortunate to visit the Highfields Museum recently to enjoy a personal tour from Vince.

“It’s such a wonderful representation of the ages of ambulance and I know the team has big plans for expansion,” Michelle said.

“The dedication of Vince and his team is second to none and I’d highly recommend everyone take the time to go out and see the museum – it really is fascinating, and the team’s knowledge is exceptional.”

But this museum was so much more than a pet project for Vince.

“There was no museum in this area that had public access,” Vince said.

“Since the age of eight I have been hooked on anything ambulance, which resulted in becoming an ambulance officer in New South Wales and then Queensland, with a history of Honorary and Permanent service.

“On this journey I realised the importance of preserving ambulance history and heritage, aware that when our people die we lose their stories and artefacts.

“And as part of this, I’d love our current serving members to be able to be aware they do what they are doing on the shoulders of those who have gone before them.

Vince said consistent favourites with the school children included the flashing lights, the model horse “Fairey” and the restored sulky, the working radios and the original control room-map, which was handpainted in 1948.

“Our visitors book also records names and comments from the many community members and tourists who have walked through our doors over the last decade.

“The facility is open seven days a week from 10am to 4pm and while space is tight, our displays show off the changes in patient transport, clinical management and communications over the years.

“I believe it’s important for the public to see how our equipment and care has changed over time, demonstrating how the then QATB has transformed into the highly technical and professional service with highly qualified staff which form the QAS,” Vince said.

And as for his next pet project for the next decade, Vince didn’t need much time to think.

“A new building!” he said.

“We need a bigger footprint to display all that we have currently on display and other items that are coming attractions, such as the 1969 Chrysler Valiant Ambulance; Miles Car5, which is currently under restoration, as is the Kingaroy fundraising caravan.”

THANK YOU :)

Everyone has different levels of success. For me, success can never be achieved unless you have the desire to initiate it. The amazing work and commitment from staff that continuously results in appreciation letters we receive from members of the public, makes me constantly aware of what accomplishments we have made as an organisation.

From Tanya and Craig from Eagleby...

Commissioner’s thanks

From Blade from Bowen...

This month has seen an influx of thank you letters, with 304 letters received this year to date and 609 letters and emails of thanks sent to staff members.

I cannot thank you enough for all your hard work.

Russell Bowles ASM QAS Commissioner

I always enjoy reading the letters we receive which thank and praise our staff and services for our care and professionalism. These letters constantly highlight the high calibre and diversity of the care our Queensland Ambulance Service (QAS) workforce provides to communities across the length and breadth of Queensland.

I’d like to thank each and every one of you for your dedication, your professionalism and exceptional contribution to caring for Queenslanders.

Between 1 September 2022 and 28 February 2023, a total of 429 compliments were received. I have personally sent 226 onto to the deserving officers and I am humbled to convey these types of messages

Thank you SO MUCH!!! For your help today (Friday 3 February)! I am the man from Bowen who had the Box Jellyfish Sting today. Cannot thank Jack, Ruby(?) and I think Tim (the student) enough for getting me to the hospital, administering the anti-venom and keeping me alive. I’m counting my blessings with you guys.

Jayne, Jack, Joy, Timothy, Dhivya

I would like to take the time to express our thanks to various QAS officers for their attendance and assistance at our unplanned home birth on 4/9/2017. I commend the Triple Zero officer (Julie Ricardo) for her efficiency and ability to reassure us that help was on the way and clear instructions in the meantime. Tammy (Olsson) arrived on scene approximately 5 minutes following the birth of our son Woody and I would

From Brenda from Nanango...

Just want to say a big thank you to the ladies (Corinne Wilkes, Kate Olive and Candice Boileau) that came to my house this morning (July 19) for my little girl and the dispatch guy (Jamaine Prieditis) who helped me stay very calm. They do an amazing job and I really appreciated them being so fantastic.

Could you please pass on our thanks to your QAS staff member Paul on Frazer Island and the RACQ flight team.

My husband became quite unwell on Saturday afternoon and was treated by Paul and then transferred by the RACQ team to Harvey Bay Hospital.

Kristie, Morningside

Paul was extremely professional at all times, showed exceptional care and compassion to my husband Craig. We were extremely grateful to QAS for your service in gaining the medical assistance required in a very stressful situation especially his encouraging words of wisdom ;)

Especially from one man to another.

Paul and Kevin

Not sure if you can…. but could you let Nanango Ambulance Station know that I have left some treats at the back door of the station to thank them for helping my son after his accident on his motorbike nearly 2 weeks ago. I will be forever grateful for their skills and ability to keep us calm and informed when our son was in so much pain.

I want to send a quick thank you to the paramedics (Chantal Greaney and Melissa Dajic) who assessed my son and took him to hospital on Wednesday night (July 12). It was the first time I have ever had to call the ambulance and I was quite nervous in doing so – worried I was overreacting and wasting the paramedics time. The two ladies who attended our home were so calm and reassuring. They quickly assessed my son and took us to Lady Cilento, all the while distracting my son with Wiggles videos and calming a nervous and panicked mum. Thank you for such excellent service and care!!! I don't believe this service gets the recognition it deserves for all the work your paramedics do.

From Clara from Chinchilla...

They are like little angels but down here on earth.

Amanda, Wellington Point

Ann and Katherine

and and paramedics that helped us today! My 6yr old son has ambulance Gold his head pretty hard on the concrete and they patient interests incredible

commended for their incredible work and kind and calm nature. Please let them know that from the bottom of my heart Thank You! They made his first ambulance ride less stressful and a scary situation less scary.

James and Lindsay

I just wanted to personally thank the beautiful individuals who sat and talked with me in my car as I was so scared. I didn’t catch their names but they were comforting and I just felt better having them there with me :)

Terry and Stuart

Just want to give a shout out to the LARU officer who attended my home on Monday (August 21). His name was Steve (Kliese) and we are in the Ipswich area. He was prompt, caring, compassionate, empathetic, funny and the list goes on. He had me reassured within minutes. If my thanks could be passed to his OIC that would be appreciated.

From Danika from Chuwar..

I would like to say a huge thankyou to Louise, Maddi, Garth (forgot the other two so sorry) for the absolutely amazing work they did and how patient they were with me on Saturday morning. They were all amazing and I am very, very thankful to them for all they did for me. You guys are heroes without capes and we are forever thankful to the Qld Ambulance Service.

Des, Silkstone

Jess, Joshua, Madeleine, Garth, and Louise

From Darren from Blacktown in NSW...

I just wanted to say a big “Thank You” to Queensland Ambulance Service… Want to acknowledge the great service provided by Anthony and Troy from Mossman Service. These guys went above and beyond my expectations.

Troy and Anthony

11/10/17 8:43 pm

Getting in touch

Messages collated on these pages are derived from a range of QAS contact points, including: via Facebook

facebook.com/qldambulanceservice by email QAS.Media@ambulance.qld.gov.au by post QAS Media Unit, GPO Box 1425 Brisbane QLD 4001

Farewells and Appointments

Reflects activities during the period from 1 November 2022 to 1 March 2023.

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