3. Patient Experience

In Australia overall, six in ten respondents (63%) indicated that they were connected to the Ambulance Service call taker either ‘much’ or ‘a little’ quicker than expected, with about four in ten (42%) of the participants responding it was ‘much quicker than I thought it would be’. Nearly one third of participants (30%) indicated that the time taken to be connected was as expected, while only 8% were connected either ‘a little’ or ‘much’ slower than expected. Tasmania (66%) and New South Wales (65%) were the most satisfied regarding the time taken to be connected.

Eight in ten (86%) of Papua New Guinea participants reported they felt the time to be connected was either ‘much’ or ‘a little’ quicker than expected, with 8% of patients indicating the time to be connected to the Ambulance Service caller met their expectations. Less than one in ten (7%) felt that the connection wait time was slower than anticipated.

This question was not asked in New Zealand.