Vision, purpose and values
Kia ora te Tangata
Our Vision
Our puRpose
Our Values
We are a trusted and reliable ambulance service providing excellence in emergency response and connected services that move our communities to better health.
Wellington Free Ambulance exists to deliver an ambulance service that excels in emergency response and clinical communications, underpinned by proactive partnerships to deliver equitable health and wellbeing outcomes for our community.
From the Chief Executive
Tēnā koutou katoa,
Wellington Free Ambulance was founded on the vision of an equitable and accessible health service for all – a legacy that lives strong for the people of Greater Wellington and Wairarapa to this day. It is my privilege to reflect on the past 2023/2024 year, marked by the release of Kia ora te Tangata | Strategy 2030 which sets our direction now and into the future.
Wellington Free Ambulance’s Executive Leadership Team (as of 30 June 2024)
L-R:
Eric Tibbott (General Manager Operations), Claire Carruthers (General Manager Fundraising & Communications), Dave Robinson (Chief Executive), Liz Belke (General Manager People & Enabling Services).
Behind every interaction with someone needing our services, is our dedicated workforce who share the collective goal of equitable treatment for all.
Kia ora te Tangata | Strategy 2030 was influenced by the changing needs of our community, driven by changes in technology, clinical practice and the wider healthcare sector, and made possible by the input of people across all corners of Wellington Free Ambulance.
Behind every interaction with someone needing our services, is our dedicated workforce who share the collective goal of equitable treatment for all, and behind them are the models of care, systems and infrastructure that enable them to do what they do. In a time when Wellington Free Ambulance’s demand is at its highest, I am proud of what we have accomplished together to work towards each of these strategic goals.
I trust you will enjoy reading about the meaningful change underway, with better patient outcomes at the heart of what we do. I look forward to the exciting opportunities ahead and building on this momentum, together.
Dave Robinson Chief Executive
From the Board Chair
Kia ora tātou,
It is my honour, on behalf of Wellington Free Ambulance’s Board, to present our 2023/2024 Impact Report. I am humbled and proud to reflect on the progress we have made in a busy and pivotal time for ambulance and emergency services.
Every year, Wellington Free Ambulance and its people touch and impact the lives of tens of thousands of people across Greater Wellington and Wairarapa. From over 54,000 emergency ambulance incidents attended by our crews, 179,000 emergency 111 calls answered by Clinical Communications, 43,000 patient transfers across the region, to attending 473 community events.
My thanks go to my colleagues on the Board, who are guiding a new strategic direction for Wellington Free Ambulance. Welcome to Louise Marsden, Michael Quigg and Neil Paviour-Smith who join us this year.
I also want to acknowledge the highly skilled team of professionals who make up the team at Wellington Free, whose compassion and expert clinical care I’ve witnessed firsthand. Our people are at the heart of providing life-changing care each day.
To our key stakeholders who share our vision for integrated services that move our communities to better health – thank you.
Finally, to our special community of supporters who stand behind our people and give generously to keep us uniquely free, we are deeply grateful for your kindness.
Dame Kerry Prendergast Board Chair
Wellington Free Ambulance’s Board (as of 30 June 2024)
L-R: Michael Quigg, Dr Chris Masters, Leanne Southey (Wairarapa Representative), Louise Marsden, Dame Kerry Prendergast (Chair), Ria Earp, Alan Isaac (Deputy Chair), Neil Paviour-Smith.
Our impact in the community
Emergency Ambulance Service
54,757 incidents attended
37,866 patients transported for further treatment 16,891 patients treated at home
21 specialist Rescue Squad incidents
574 responses by Flight Paramedics
2,326 responses by Urgent Community Care Team
Top reasons people needed Emergency Ambulance ServiceS: 1. Breathing problems
Chest pain
87 Co-Response Team incidents
2,499,937 kms travelled by emergency ambulances
4. Fainting/unconscious
5. Abdominal pain
6. Trauma injuries
Clinical Communications Clinical Hub
246,093 calls answered
179,536 emergency 111 calls answered 66,557 non-urgent calls answered
111 calls across our region:
18,881 calls supported by Clinical Paramedic Advisors
7,630 incidents treated over the phone
Our impact in the community
Patient Transfer Service
43,403 patient transfers completed 1,312,320 kms travelled by the Patient Transfer Service fleet
Top reasons people needed Patient Transfer ServiceS:
1. Dialysis
This is an essential treatment for people living with kidney failure and requires routine visits to the hospital.
2. Non-emergency patient transport
We provide ambulance transport between hospitals, outpatient clinics and hospital discharges.
3. Flight
We are a vital link between specialist services, getting patients to and from Wellington, regional medical providers and beyond.
4. Hospice
We transport patients to and from Hospice inpatient facilities for respite stays, symptom management or for their last days of life.
Event Medical Services
473 events supported by Event Medics
10,774 hours spent at events by Event Medics
Patient feedback
agreed/strongly agreed our paramedics did everything to control pain
agreed/strongly agreed they were treated with kindness and respect
were satisfied/very satisfied with Wellington Free Ambulance’s service
agreed/strongly agreed they received care sensitive to their cultural needs
agreed/strongly agreed they found the call-takers very helpful and reassuring
Cost to people of Greater Wellington and Wairarapa needing help: $0 Thanks to your support!
Kia ora te Tangata – Strategy 2030
The whakatauki Kia ora te Tangata was bestowed to Wellington Free Ambulance and is carried on our vehicles that bring lifesaving and lifechanging support every day. By adapting our models of care and supporting our workforce, we will keep this promise to our communities to 2030 and beyond.
Our Strategy 2030 considers our service as a living system that works together to nourish and sustain our patients and our people.
Our patients are at the heart of everything we do. They stand in the centre, supported by their whānau and the structures that support their wellbeing (as indicated in the model of Te Whare Tapa Whā). We need to work with our patients, communities and partners in health in order to be successful.
Two strong mountains support this strategy, protecting and supporting the patient: models of care, the way we deliver our services, and our workforce. We need to get these right if we are to succeed. Equity is a stream that runs throughout.
The whenua that supports these peaks and forms our strong foundations: finance, infrastructure and systems and insight must be fit for purpose to sustain us.
Patient & Kaimahi at the centre Kia ora te Tangata
Credit: Yvonne Gemmell
Kia ora te Tangata – Strategy 2030
Strategic Goals: Summary
Nearly 100 years ago, Sir Charles Norwood had the vision to create an equitable and accessible health service for the people of Wellington when he founded Wellington Free Ambulance.
Kia ora te Tangata | Strategy 2030 has been created to position us for the future. These six goals are reflective of the areas we must focus on to ensure our service, our people and our organisation are prepared to meet the needs of our current and future community and workforce.
1
2
Ngā tauira manaaki hei whakaea i ngā hiahia o ngā tūroro Models of care to meet patient needs
4
He ohu mahi akiaki me te momoho A dynamic and thriving workforce
3 Mana taurite Equity
5
Toitū ā-pūtea Financial sustainability
Tūāhanga hāngai ki te kaupapa Fit for purpose infrastructure
6 Ngā pūnaha me ngā kitenga atamai ake Smarter systems and insights
$
Models of care to meet patient needs
The Event Medical Services team plays a key role in supporting the community at events, attending concerts, festivals and sports events across the region. In the last year, the team supported two of the largest events our region has hosted.
FIFA Women’s World Cup 2023
For the largest women’s sporting event in the world and one of the largest events to ever be hosted in Wellington, Wellington Free worked alongside our colleagues at Hato Hone St John to provide Event Medical Services at matches and trainings across Wellington. Spanning nine matches and 52 training sessions, in total 102 Wellington Free Ambulance staff spent 966 hours providing event medical care to 124 patients, amongst crowds surpassing over 203,000 attendees.
The professionalism, high standards of clinical excellence, and dedicated participation from everyone involved allowed this to be a significant step in building a collaborative relationship between the two ambulance services in New Zealand.
Dan Ashcroft, Head of Event Medical Services
Jim Beam Homegrown
The Homegrown festival attracted a crowd of over 26,000 people across five stages, spanning the Wellington Waterfront. The Event Medical Services team, supported by paramedics and one of our Medical Directors, were on-site providing triage for anyone attending this massive event. The team treated 178 patients throughout the day and night at our on-site field hospital.
This is a huge achievement for us to provide medical support to such an incredibly Welly event. Our crews operated a field hospital, provided exceptional on-site care, put in some long hours and did a fantastic job keeping attendees safe. A testament to the dedication, training, and professionalism of the medical personnel on-site, resulting in minimal impact to our frontline Emergency Ambulance Service.
Alex Cousins, Event Medical Services Coordinator
Credit: Imray’s Snaps
Providing a vital link to healthcare with Patient Transfer Services based in Kāpiti
An increase in dialysis patients based in the Kāpiti region signalled the need to change how we provide Patient Transfer Services to people living in this area to ensure we had the capacity and capability to respond.
Over six months, two vehicles from our Patient Transfer Services fleet were redeployed to the Kāpiti region. Based out of our Paraparaumu Ambulance Station, they completed 1,718 patient transfers in that time ensuring they were able to attend vital healthcare services easily and safely.
Establishing a new care pathway in the Wairarapa
The Wairarapa Community Acute Response Service (CARS) is a joint venture with Tū Ora. The venture provides an alternative care pathway for patients in the Wairarapa who don’t need to go to hospital in an ambulance but do need to be assessed and treated.
Through this collaboration, WFA paramedics refer low-acuity patients to participating GPs so they can get the care they need closer to home, avoiding a trip to hospital and receiving support within their community. By harnessing partnerships within the healthcare sector, WFA can work with other healthcare providers to ensure the best patient outcome is kept front and centre of all that we do.
By harnessing partnerships within the healthcare sector, WFA can work with other healthcare providers to ensure the best patient outcome is kept front and centre of all that we do.
Expanding the skills and scope of Extended Care Paramedics
WFA’s Extended Care Paramedics (ECPs) are dedicated to safely treating patients at home and in the community. This year, they broadened their scope of practice with the expansion of the ECP Clinical Practice Guidelines (CPGs). The CPGs guide all clinical practice for ambulance and air services, with ECPs growing their skills in responding to respiratory conditions, chest and abdominal pain, and blood and heart complications. ECPs can also prescribe and use 30 additional medicines in their toolkit compared to paramedics, allowing them to provide specialist treatment in the community.
Over several years the number of low acuity calls coming through the 111 system has increased. With this recent focus on ECP training and development, we are better placed to provide the right care and treatment for these less urgent calls, still ensuring patients get the help they need.
The CPGs guide all clinical practice for ambulance and air services, with ECPs growing their skills in responding to respiratory conditions, chest and abdominal pain, and blood and heart complications.
A dynamic and thriving workforce
Offering choice in shift patterns
After testing and development in previous years, WFA has now moved onto implementing shift pattern options for frontline staff. The initial driver of this work was to improve staff well-being by reducing fatigue through a review of shift work and its implications. Our review, based on scientific evidence and data, was internationally recognised by the Council of Ambulance Authorities.
The first implementation phase was to introduce Awatea (day) vehicles that operate eight-hour day shifts, timed to support the peak workload spikes that naturally occur during the day. Since its inception in October 2023, four Awatea vehicles are now crewed by 14 staff. By focusing additional resources during peak hours, we can respond promptly to emergencies when demand is at its highest to help reduce shift run-ons and workload for incoming night shift crews. Awatea vehicles also offer a consistent and supportive shift pattern for those returning to the workforce following maternity leave, or for planning childcare or family commitments.
After rigorous testing, piloting and fatigue research from the Shift Pattern Review, we welcomed a new shift pattern in April 2024. Called the 3:3 Shift Pattern, this is designed for people to work three days, including one night shift, followed by three days off.
Staff experience on the 3:3 shift pattern
“I saw a pretty immediate benefit of less fatigue post night shift and less recovery time required.”
“I feel more rested and like I have more time.”
“Much better balance – I can even get things done during the week!”
Preventing occupational violence
As first responders to often stressful, acute emergencies, people often react in unpredictable ways due to stress, fear and heightened emotions. Wellington Free Ambulance does not tolerate any violent or aggressive behaviour towards staff.
In the last year, we prioritised addressing the aggression our crews and call-takers face while carrying out their work. We reviewed our reporting processes, and provided our people with skills to identify and safely respond to risk.
This included:
• Developing an occupational violence steering committee made up of different teams across WFA.
• Enhancing how we report on violence and aggression with a focus on raising, maintaining and reviewing a register of highrisk locations that may pose a danger to responding crews.
• Introducing de-escalation training targeted at minimising the risk of harm from violent and aggressive behaviours.
Anyone working at WFA has the right to feel safe, respected and free from violence - whether it’s physical or verbal, intentional or not.
Protecting our people’s breaks
WFA has been exploring different ways to manage fatigue, with one of those addressing broken or missed rest breaks in our workforce. During the year a trial to protect the last ten minutes of our crew’s rest breaks was introduced.
The health and safety of our team is paramount. So too is ensuring prompt, high-quality patient care to those who need us. The trial criteria ensured that resources were deployed elsewhere to respond to patients in need, and that breaks would only be broken to respond to lifethreatening emergencies.
Between July 2023 to June 2024, we saw 24% fewer interrupted breaks which helped keep our team well-rested to best support the community.
Providing wellness services through Peer Support
Peer Support is one of Wellington Free Ambulance’s wellness support services. This group draws from various backgrounds within the Wellington Free team and is specially trained to provide support on a referral basis to anyone on our staff.
Peer Support provides a safe, supportive and confidential space for people to express and process emotions that may be coming from either a work or personal situation.
This year, WFA trained the largest intake of new peer supporters, with 32 people across our organisation now part of this unique and important community.
I was inspired to be a peer supporter because I’ve experienced first-hand how difficult it can be to reach out for help. When I first used Peer Support, I found it validating to connect with someone who connected with my struggles and provided compassionate guidance. I wanted to give back and be that same supportive presence for others facing similar challenges, helping them find their way with the same understanding and encouragement I received.
SJ Shaw – Peer Supporter and Call-Taking Supervisor
Mana taurite Equity 3 GOAL
Fostering a more representative workforce through Ōritetanga Manapou
By growing under-represented communities in our workforce, we can strengthen trust in our services, gain more insights into the needs and priorities of our communities, and lean on new perspectives to better understand holistic care and how we can better meet these.
Ōritetanga Manapou (Earn While You Learn) is a collaborative programme with WFA, Ministry of Social Development, ProMed NZ Ltd, Whitireia New Zealand, and local iwi Ngāti Toa Rangatira.
It is designed to support Māori, Pasifika and under-represented communities to become paramedics by helping to remove any financial and social barriers to enrol in the Bachelor of Health Science (Paramedicine) degree course while gaining work experience with WFA during their study.
We recently welcomed the second group of students through this programme, who have gone on to work with WFA, or further advance their career or study in healthcare.
Having been in a position where I was taken to Wellington Hospital by the Wellington Free Ambulance service about ten years ago, we are acutely aware of just how powerful of an impact the attending paramedics can have. Both paramedics that came to my home were women and were so full of empathy and kindness and options of support for both my son and I, that I will always not only be grateful for such incredible service but humbled by the opportunity to possibly be in a position where I could now be that light and support for someone else.
Ōritetanga Manapou Student
Welcoming fresh perspectives through Te Rōpū Kaimahi
WFA is here to help all communities across our region. To support this, we’ve created Te Rōpū Kaimahi. This advisory group of employees across WFA is connected by a common goal: equity of access and outcomes for all, founded on bringing fresh perspectives and fostering whanaungatanga (relationships). Representing their peers and bringing their lived experiences, they act as equity champions for our organisation and help guide important initiatives at WFA.
Nurturing relationships and growing cultural competency with Ngāti Pōneke
All new and current kaimahi (workers) are invited to attend a Powhiri (ceremony) at Pipitea Marae as part of their welcome to WFA. WFA’s Thorndon Ambulance Station and offices are located on the original Pipitea Pā site. This is a culturally significant location for Te Ātiawa and Ngāti Pōneke, who share Pipitea Marae today. It’s a privilege for WFA to nurture a close relationship with the iwi mana whenua who we’re intrinsically connected to by the land we’re based on.
Held four times this year, the pōwhiri is followed by a cultural education day focused on Te Ao Māori (the Māori worldview), equity and bias, Te Tiriti o Waitangi (Treaty of Waitangi), and Māori and Pasifika models of health. This regular connection reinforces the importance we place on both partnership with Māori and growing our team’s cultural competency.
Understanding who we are at Wellington Free Ambulance
Having a greater understanding of who works at WFA allows our organisation to support and improve the experiences of our people, and therefore our patients. Data plays a key role in this.
In late 2023, everyone within WFA had the opportunity to share a bit about themselves, as part of a voluntary survey. This focused on gaining personal information such as age, gender, identification with the rainbow community, languages spoken, disabilities and dependants –to better understand who our kaimahi are.
This information will help inform various initiatives where we can grow. For example, encouraging the creation of employee networks for different populations within our workforce (e.g. rainbow community); policy improvements in areas such as flexible working, fair hiring practices, training and career development, and ensuring WFA is a safe and inclusive workplace for all.
Other initiatives introduced
• Improving ethnicity data in our patient reporting to develop a knowledge base to inform our work in delivering high-quality care. In November 2023, 53% of our patients did not state their ethnicity which has since decreased to 1% as of June 2024.
• Enhanced recruitment processes with updated interview questions on equity and understanding of Te Tiriti o Waitangi, and the opportunity to recite karakia (incantation or prayer) and pepeha (introduction).
• Introduced Te Ao Māori and cultural competency resources for all kaimahi through our dedicated Māori & Equity Intranet portal.
Financial sustainability 4
Thank you for keeping us uniquely free
We give our thanks to you, our community. The generosity of those who donate to Wellington Free Ambulance means our services can remain free of charge to anyone across our region. All donations are used to meet the gap between Government funding and the cost of services, and to fund all capital expenditure including vehicles, buildings and vital equipment.
The 23/24 financial year saw a record year of fundraising for WFA, with the shared vision of free emergency ambulance services seeing over $12.1million raised. Approximately $9.1million went towards our service, largely funding vital equipment, vehicles and resources. The remaining $3million contributed to building Wairarapa Station.
Where Wellington Free Ambulance’s donations came from
At a time when the support of our community is needed more than ever, we cannot thank you enough.
Major gifts: These are substantial and transformational gifts to our service, contributing over $1million.
Bequests: We received 71 gifts in Wills from special people who chose to give to us in a heartfelt way, with almost $3.7million received in 23/24.
Trusts, foundations and council grants: Over $1.1million was raised through grant funders, trusts and foundations. We also received over $360,000 from regional Councils.
Community support and businesses: Individuals, community groups, businesses and organisations across the region raised over $1.5million to help to keep us free. Our annual Onesie Appeal was the most successful to date with over $265,000 raised.
Direct mail appeals: From three appeals that share the wonderful stories of our people and patients, we received $716,000.
Regular giving: A group of over 1600 amazing individuals donate regularly to WFA with their ongoing commitment contributing over $637,000 annually.
Built for the community, by the community:
Wairarapa Ambulance Station
A major capital fundraising campaign continued during the year for Wairarapa Station. This is funded through a partnership model across WFA, a Crown contribution, and community fundraising. The WFA Trust committed $3million in funding to this build, and the incredible generosity of community donations contributed $4.2million over two financial years to support this vital investment in the region.
Members of the Wairarapa Station Project Team at the construction site.
Wairarapa Station Donations
From the 2022/2023 and 2023/2024 financial years.
Donald’s story: A transformational gift for many generations
After a life-long career as an accountant, reluctantly relinquishing his last client at age 90, Donald Forrest Jones wanted to leave a legacy lasting many generations.
Last year, Donald and his family made a transformational gift to Build Wairarapa Ambulance Station, donating $1million - the largest single individual gift ever made to WFA.
Donald lived the last part of his life in the Wairarapa, enjoying being near his loved ones. During that time, he experienced WFA’s services firsthand.
He was thrilled to donate to WFA’s purpose-built Wairarapa Station through the Fenix Foundation – a charitable trust he had established, supporting 160 charities over time. He was particularly interested in the station due to the IL4 building rating that will future proof the property, acting as a community hub in a civil defence emergency.
During his last days, Donald expressed a wish to donate the station’s flag - a wish that we will honour alongside his family when the building is complete.
Donald will be remembered as a selfless man. His private nature means his generosity and compassion for his community may have gone unnoticed during his lifetime. With this gift to WFA, his memory will live on for generations and be appreciated by all.
Our Cornerstone Partner Julie Nevett and The Lloyd Morrison Foundation: Equipping our community with lifesaving skills
The incredible collaboration with our Cornerstone Partner Julie Nevett and The Lloyd Morrison Foundation enables us to do our essential work across the region. Their support has impacted every area of WFA with $4.95million donated since 2015. They ensure we are here to respond to the community when they need us by funding nine fully-equipped emergency ambulances, as well as two Heartbeat vehicles. In cases of sudden cardiac arrest, their support has helped empower community bystanders with lifesaving CPR skills, through The Lloyd Morrison Foundation Heartbeat Programme that’s unique to Aotearoa New Zealand.
Keeping the wheels turning with The Lloyd Morrison Foundation
In the last year, the nine ambulances donated by The Lloyd Morrison Foundation drove over 378,000 kms to help people in need across Greater Wellington and Wairarapa.
The Lloyd Morrison Foundation Heartbeat Programme
2023/2024 Programme impact: people taught CPR, ranging from 4-98 years old, including 7,648
2,441 students
CPR training sessions were held at:
87 businesses/ workplaces 96 community/ sport groups
13 student courses 196
31 public CPR training events
105 Community AEDs installed
32 AEDs privately sold in the region
Over 500
AEDs installed in the programme’s lifetime
Programme Highlights
• Introduced a dedicated Heartbeat tutor for the Wairarapa region.
• Focused on our Pasifika communities with three dedicated Pasifika tutors providing culturally appropriate training across nine events.
• Expanded our team of Heartbeat tutors to include paramedic students, to support increased demand for our courses.
We found it super valuable, easy to follow, tailored to our club, and it positively prompted further conversations about defibrillators and debunked how hard it is.
Joe’s story: “I’m here to do another birthday run thanks to Wellington Free Ambulance”
23 June 2024 was a remarkable day for Joe. Not only was it his 80th birthday, but he was running the Wellington Marathon with his son, Paul. It was Paul’s first marathon, making it even more special for them both. But over halfway through the marathon, Joe felt like “all memory seemed to fade away”.
There were no warning signs of the sudden cardiac arrest that was to come. Thankfully, Joe’s fellow runners understood what was happening and immediately began performing CPR, used an AED that was located close by, and rang 111. Within minutes, our Paramedics Leanne and Glen arrived to take over CPR and administer defibrillation.
By the time they arrived, Joe had started to breathe, and his heart to beat. “Because an AED and CPR were used so quickly, Joe came around really quickly, which meant he had a really good prognosis and the best chance of a positive outcome,” Glen says.
Joe recalls little of the incident that almost ended his life. He vaguely remembers “hearing traffic noise and a siren, presumably when I was in the ambulance, before realising I was still alive in the Wellington Hospital Emergency Department and Intensive Care Unit”.
The combination of the team of bystanders recognising that Joe was experiencing a sudden cardiac arrest, prompt calling of 111, CPR and defibrillation without delay, fast ambulance arrival, and further advanced care from paramedics is known as ‘the chain of survival’.
For Joe, the chain was unbroken, giving him the best chance.
“How can I express enough gratitude to Wellington Free Ambulance other than to say thank you to this fantastic, dedicated team from the bottom and top of my heart?”
“I’m here to do another birthday run thanks to Wellington Free.”
Fit for purpose infrastructure 5
Building Wairarapa Station
As the only emergency ambulance service for the Wairarapa region, the purpose-built station in Masterton serves as the base for 30+ emergency response crew, patient transfer officers and rescue squad members.
During the year, construction started with good progress made at the site on the corner of Russell and Queen streets in Masterton. Masterton was chosen due to its large population base and its proximity to the greater Wairarapa region. The existing base at Five Rivers in Greytown will continue to serve as a base for South Wairarapa and the coast.
A key feature of Wairarapa Station is the IL4 construction, meaning the building is structurally designed to withstand a high level of seismic shaking and is expected to remain fully operational throughout an event. This is incredibly important for WFA’s resilience and emergency preparedness, as well as for the community.
Construction will continue with the aim to have a completed ambulance station, and permanent whare for our Wairarapa-based crews, in early 2025.
We’ve got a demanding job – it’s physically, mentally and emotionally taxing. A fit-for-purpose station is really important for staff and crew.
Andrew
Gladding, Paramedic / Relief Shift Manager
New ambulances and vehicles introduced to Wellington Free Ambulance’s fleet in 2023/2024
4
Ambulances
We welcomed four state-of-theart ambulances to our fleet. Fully equipped vehicles are essential in emergency ambulance response, taking paramedics and their equipment to patients across our community.
2
The Lloyd Morrison Foundation Heartbeat vehicles
These vehicles make sure that our Heartbeat CPR trainers can get wherever they need to be throughout Greater Wellington and Wairarapa. As some of our first plug-in hybrid vehicles, this is another step towards a more sustainable fleet.
3
Critical Care vehicles
These vehicles are essential in supporting paramedic crews in their response to critical patients in the community and are fully equipped for any eventuality.
2
Rescue vehicles
When neither an ambulance nor a helicopter can reach you, the Rescue Squad is called to help. We welcomed this pair of specially equipped 4WD vehicles, vital to our response.
Welcoming Public Safety Network Cellular Roaming
The Public Safety Network (PSN) is a vital communications infrastructure that will unite all emergency services under a single, secure digital radio service, allowing us to stay connected and better work together in emergencies.
Next Generation Critical Communications is responsible for developing PSN, on behalf of WFA, Hato Hone St John, Police, and Fire and Emergency New Zealand.
The introduction of PSN Cellular Roaming is the first step to improving the safety, resiliency and coverage of our communications. This allows any emergency services device with a PSN sim card to move between both Spark and One NZ networks, increasing our cellular coverage and improving our resiliency if one network isn’t available or is in peak demand.
From October 2023 to June 2024, WFA wouldn’t have been able to do the following, without the help of PSN roaming:
• Spend 536,29 minutes on calls
• Send 1,207 texts
• Use 160.8 GBs of data
Ngā pūnaha me ngā kitenga atamai ake
Smarter systems and insights 6
Performance and reporting
WFA has developed and evolved our service over the years to meet the changes to community needs, the health system, and to work with new technology and health innovations and practices. To successfully set our direction for the future, we have been working on how we monitor and report on our performance.
As part of this, we have also developed an updated resource model which helps us to better forecast demand and understand resource requirements in the future.
WFA has developed and evolved our service over the years to meet the changes to community needs, the health system, and to work with new technology and health innovations and practices.
Modernising our rosters system
WFA is in the final stages of adopting a modernised electronic rostering system called Optima across our operational teams.
This will allow better and more efficient alignment of resources to where we’re needed most, thus improving patient care. Rosters can be created quickly, with information accessible anytime and from anywhere, allowing for our largely rostered workforce with more timely access to view and manage their roster.
Optima was introduced to our Clinical Communications Centre in December 2023 with work now underway to introduce across Emergency Ambulance Services and Patient Transfer Services from late 2024.
Ambulance Telestroke
Time is critical when responding to people who have had or are having a stroke. WFA has embarked on a multi-year second-phase research programme that embraces new technology in pre-hospital care for stroke emergencies.
Through Ambulance Telestroke, paramedics use real-time, remote consultation via videoconferencing with Capital, Coast and Hutt Valley Health’s neurology team while en route with the patient to hospital. The goal of this work is to decide the best plan of care for the patient before arrival at hospital; it can reduce the time of triage at hospital by pre-arranging the treatment required. The first phase of this project saw resounding benefits in improved stroke diagnosis and was internationally recognised by the Council of Ambulance Authorities.
This year, we progressed towards phase two, which will investigate whether telestroke technology improves the time to receive treatment in hospital. In preparation, funding was secured, the project was formed, 23 ambulances were equipped with digital equipment, and crews were educated to use this innovative technology. From 1 July 2024, Ambulance Telestroke was operational on our emergency ambulances, aimed at significantly improving patient outcomes through faster and more focused stroke care.
This year, we progressed towards phase two, which will investigate whether telestroke technology improves the time to receive treatment in hospital.
The goal of this work is to decide the best plan of care for the patient before arrival at hospital; it can reduce the time of triage at hospital by pre-arranging the treatment required. The first phase of this project saw resounding benefits in improved stroke diagnosis and was internationally recognised by the Council of Ambulance Authorities.
Thank you to our community of supporters
Ambulance Donors
Cornerstone Partner
We would like to say a special thank you to our Cornerstone Partner – Julie Nevett and The Lloyd Morrison Foundation.
Our thanks go to those who have made the extraordinary commitment and funded a new ambulance that will join WFA’s future fleet.
Anne Conwell
Bob and Dorothy Garratt Family Trust
David and Rebecca Chan
Estate of Don Picken
Fenix Foundation
The Lloyd Morrison Foundation
The Nia-Blake Whānau
This also includes the following contributors to our Critical Care vehicles:
Bert & May Wilson Charitable Trust
Dorothy L Newman Charitable Trust
E M George Trust #3 Trust
Heretaunga Bookfest Charitable Trust
Hilda Curtis Charitable Trust
Horseshoe Club
Nikau Foundation
One Foundation
Pub Charity
Rapid Relief Team
Ross Martin
Rotary Club of Eastern Hutt Charitable Trust
Sutherland Self-Help Trust
The Trusts Community Foundation
Business Partners
Every one of our business partners plays a crucial role in keeping the free in Wellington Free Ambulance.
KPMG
Master Plumbers
Mitsubishi Motors NZ
Moore Wilson & Co.
Summerset Group Holdings
Tommy’s Real Estate
Support Crew Partners
We are grateful to have the support of organisations across the region who form our dedicated WFA Support Crew.
AD Architecture
Allworks
Arobake
Arthur D. Riley & Co.
Blue Star Group (New Zealand)
Brendon Motors Group
Coherent Digital Printing
Co-operative Bank
Dovetail Builders
FCB New Zealand
Flick Electric Co.
Higgins Contractors
HNRY
Holmes Construction
J & D McLennan
Jade Property Management
Jina’s World of Fresh Produce
Kim von Lanthen and Associates
KJ & LM Burns
Kleenrite
MARDAG Holdings
Masterton Medical
Medical Assurance Society - Wellington
Mitre 10 Mega Masterton
Mojo Coffee
Momentum Consulting Group
Navigation Financial Partners
New World Thorndon
Meadow Fresh
Placemakers Kaiwharawhara
Point North Advisory
Prodigy Design Ltd
Ray White Leaders Group
Roof Wellington
Southey Sayer Chartered Accountants
Specsavers New Zealand
Spiral Web Solutions
Talent Connect
The Featherston Tavern
The Integral Group
Titan Cranes
Ultibend Industries
Wairarapa Times Age
Wellington Chamber of Commerce
Registered Master Builder’s Association -
Wellington
Yus Homes
Z Energy
Trusts, Foundations and Grants
The following grant funders, charitable estates and trusts generously contributed to WFA’s vital work in the community.
33 Club Trust Board Inc
Alan Thomas Foundation Trust
Aotearoa Gaming Trust
BEA Trust
Bert & May Wilson Charitable Trust
Betta 2001 Trust
Bowen Trust
Brian Whiteacre Trust
Cenacle Sisters Trust Board
Dorothy L Newman Charitable Trust
Douglas James Catley Foundation
E M George Trust #3 Trust
E M Pharazyn Trust
Eastern & Central Community Trust
Fenix Foundation
Fonterra Hapori Programme
Frances Henrietta Muter Charitable Trust
Gaynor Charitable Nominees
Grassroots Trust Central
Greytown Trust Lands Trust
Heretaunga Bookfest Charitable Trust
Hilda Curtis Charitable Trust
Ian & Beverley Newton Family Trust
Johnsonville Charitable Trust
Kiwi Gaming Foundation
L E Tulloch Family Trust
Lions Club of Carterton Charitable Trust
Lloyd Morrison Foundation
Masterton Trusts Land Trust
Mokoia Masonic Perpetual Trust
Myrtle Charitable Trust
Nikau Foundation
One Foundation
Paddy Brow Charitable Trust
Paraparaumu RSA Poppy Fund Trust
Pelorus Trust
Pub Charity
Rano Community Trust
Ray & Vivien Ward Charitable Trust
Ray Watts Charitable Trust
Rotary Club of Carterton Charitable Trust
Rotary Club of Eastern Hutt Charitable Trust
Rotary Club of Masterton Charitable Trust
Rotary Club of Masterton South
Charitable Trust
Rotary Club of South Wairarapa
Charitable Trust
Rotary Clubs of Greater Wellington Free
Ambulance Charitable Trust
Surrey With The Fringe on Top Charitable Trust
Sutherland Self-Help Trust
The Jack Jeffs Charitable Trust
The Lion Foundation
The Nick Lingard Foundation
The Trusts Community Foundation
TG Macarthy Trust
Trust House Foundation
W N Pharazyn Trust
Wairarapa Building Society Charitable Trust
Wairarapa Community Health Trust
This includes funding from the following councils:
Carterton District Council
Hutt City Council
Kāpiti District Council
Masterton District Council
Porirua City Council
South Wairarapa District Council
Upper Hutt City Council
Wellington City Council
Bequests / Gifts in Wills
We would like to acknowledge and thank the people who left a gift in their Will for WFA.
Arthur N Button Charitable Trust
Beatrice & Arthur Wade Charitable Trust
Betty Stoker Charitable Trust
Bob and Dorothy Garratt Family Trust
Estate of Alan Peter Kemp
Estate of Amiria Patricia Gardiner
Estate of Andriana Weston
Estate of Barry Walker
Estate of Beverley Rasmussen
Estate of BJ Galvin
Estate of Bruce Melvin White
Estate of Caroline Lylia Kite
Estate of Catherine Anne Brookman
Estate of Charles Henry Rose
Estate of Corinne Van Der Pols
Estate of Cyril Lindsay Sandars
Estate of Daphne Jean Flaus
Estate of David Charles Aitchison
Estate of Don Picken
Estate of Doreen Ann Anderson
Estate of Edith Conn
Estate of Eileen Myra Josephine Thompson
Estate of Elizabeth Gertrude Irwin
Estate of Frank Atkinson
Estate of Geoffrey William Boxall
Estate of George Ewen Dunn
Estate of Gray Charles Goddard
Estate of Greg Frontin Rollet
Estate of Gwendolen Esmee Dixon
Estate of Hilary Fernandes
Estate of Jack Irwin
Estate of Jean Frances Knowles
Estate of Jill Stansfield
Estate of John Knight
Estate of Judith Mary Andrew
Estate of Kenneth Alexander Roberts
Estate of Kwan Yim Lai
Estate of Lee-Ann Still
Estate of Leslie Robert O’Gorman
Estate of Lois Ethel Bowie
Estate of Lynette Shepherd
Estate of Margaret Alison Nielsen
Estate of Mary Lench
Estate of Mary Singleton
Estate of Mavis June Evans
Estate of Patricia Wyn Stancombe
Estate of Paul Crisp
Estate of Paula Margaret Slack
Estate of Penelope Brooke Catley Sipos
Estate of Peter John Lorimer
Estate of Rodney Brett Henden
Estate of Rosemary Dorothy Smith
Estate of Terence John O’Brien
Estate of Valerie Fay Hunt
Estate of Wendy Frances Bryant
Estate of Wendy Lee Adlam
Estate of William Hanna
G R Dobbs Charitable Trust
Kelleher Charitable Trust
Margaret Ann Tibbles Charitable Trust
The Norman Francis Paton Charitable Trust
The Roger Vernon Charitable Trust
Z & R Castle Memorial Trust
Wairarapa Ambulance Station Donors
Built for the community, by the community - a huge thank you to everyone who has donated towards Wairarapa Station.
Transformational Gifts
Donald Jones, Fenix Foundation
Eastern and Central Community Trust
JP & PM Donald
Julie Nevett and The Lloyd Morrison Foundation
Moore Wilsons & Co.
NZCT
Pub Charity
Sir Peter Jackson and Dame Fran Walsh
TG Macarthy Trust
Trust House Foundation
Gold Supporters
Elaine Wong
Lions Club of Masterton Holdsworth
Masterton Savage Club Inc.
Old Skool Ball 3
Ray Watts Charitable Trust
Rotary Clubs of Greater Wellington Free Ambulance
Charitable Trust
The Lions Foundation
Wairarapa Community Health Trust
Silver Supporters
Bowen Trust
Chris and Cheryll Garland
Estate of Keith David Allen
Masterton South Rotary Club
McPherson Household
Michael Scott
Nikau Foundation
Rodney & Jane Duncan
Rotary Club of South Wairarapa Charitable Trust
Sutherland Self-Help Trust
Tranzit
Summary financial statements
COMPLIANCE STATEMENT
Presented on pages 28 to 33 are the summary consolidated financial statements of the Wellington Free Ambulance Group (“the Group”) for the year ended 30 June 2024 which were extracted from the Consolidated Performance Report and were authorised for issue by the Board Members on 21 October 2024. An unmodified audit opinion was issued on the full Financial Statements for the year ended 30 June 2024, on 21 October 2024.
The Consolidated Financial Statements of the Group, have been prepared in accordance with New Zealand Generally Accepted Accounting Practice and they comply with “Not-For-Profit (NFP) accounting standards as appropriate” for a Tier 1 NFP. The Board Members have made an explicit and unreserved statement of compliance with NZ NFP in the notes to its Consolidated Financial Statements.
As the Summary Financial Statements do not include all of the disclosures that are included in the Consolidated Performance Report, it cannot be expected to provide as complete an understanding as produced by the Consolidated Statement of Comprehensive Revenue and Expense, Statement of Financial Position and Statement of Cash Flows of the Group. These Summary Financial Statements are in compliance with PBE FRS-43: Summary Financial Statements and the Consolidated Performance Report complies with NFP standards.
The reporting currency is New Zealand Dollars.
A copy of the Consolidated Performance Report can be obtained on the Charities Services website.
SUMMARY STATEMENT OF COMPREHENSIVE REVENUE AND EXPENSE FOR THE YEAR ENDED 30 JUNE 2024
REVENUE/(EXPENDITURE) FROM
SUMMARY STATEMENT OF COMPREHENSIVE REVENUE AND EXPENSE (CONTINUED) FOR THE YEAR ENDED 30 JUNE 2024
SUMMARY CONSOLIDATED STATEMENT OF FINANCIAL POSITION AS AT 30 JUNE 2024
SUMMARY STATEMENT OF CHANGES IN EQUITY FOR THE YEAR ENDED 30 JUNE
SUMMARY STATEMENT OF CASH FLOWS FOR THE YEAR ENDED 30 JUNE 2024
NOTES TO THE SUMMARY FINANCIAL STATEMENTS FOR THE YEAR ENDED 30 JUNE 2024
NOTE 1: REVENUE FROM NON EXCHANGE TRANSACTIONS
Included in Revenue from Non Exchange Transactions are the following:
NOTE 2: RELATED PARTIES
Wellington Free Ambulance Service Incorporated (“Service”) is a related party of the Wellington Free Ambulance Service Trust (“Trust”). Trust makes grants to Service to assist in its operations (2024: $1,100,000; 2023: $1,100,000) and for the purchase of capital items (2024: $548,753; 2023 $nil).
Freedom Alarms Limited is a related party of Service. No distributions were received from Freedom Alarms Limited in the year to 30 June 2024 (2023: $195,000). Of the distribution received in 2023, $97,500 was transferred to Trust.
SUMMARY CONSOLIDATED STATEMENT OF SERVICE PERFORMANCE
FOR THE YEAR ENDED 30 JUNE 2024
OUR VISION
We are a trusted and reliable ambulance service providing excellence in emergency response and connected services that move our communities to better health.
OUR PURPOSE
Wellington Free Ambulance exists to deliver an ambulance service that excels in emergency response and clinical communications underpinned by proactive partnerships to deliver equitable health and wellbeing outcomes for our community.
OUR MAHI
Wellington Free Ambulance operates a 24/7 emergency paramedicine service. We also provide clinical expertise to our community through our patient transfer service, clinical communications centre and events support. We are here for the people of Greater Wellington and Wairarapa free of charge.
During the 2023/24 financial year we developed a new strategy looking forward to 2030. The starting point for this work was the 2022 Strategic Refresh themes (as reported last year) which have evolved into a more refined set of strategic goals.
The Statement of Service Performance (SSP) describes what Wellington Free Ambulance (WFA) has achieved throughout the reporting period to deliver on its performance objectives. Operational performance, patient experience and organisational performance have been identified as key areas of focus to ensure we are able to meet our vision of being a trusted and reliable ambulance service providing excellence in emergency response and connected services that move our communities to better health.
The strategic priorities adopted in 2022 were the starting point for the development of our new strategy: Kia ora te Tangata – Strategy 2030. The priority areas now inform the six strategic goals that will be achieved over the six year period of the plan:
1. Models of care to meet patient needs | Ngā tauira manaaki hei whakaea i ngā hiahia o ngā tūroro
2. A dynamic and thriving workforce | He ohu mahi akiaki me te momoho
3. Equity | Mana taurite
4. Financial sustainability | Toitū ā-pūtea
5. Fit for purpose infrastructure | Tūāhanga hāngai ki te kaupapa
6. Smarter systems and insight | Ngā pūnaha me ngā kitenga atamai ake
For consistency we have aligned the new strategic goals with the measures reported on last year.
WFA is primarily funded through the Te Whatu Ora’s National Ambulance Team. The Ambulance Team commission emergency ambulance services on behalf of Te Whatu Ora and the Accident Compensation Corporation (ACC). In preparing the SSP, we have focussed on key measures that we report quarterly to the Ambulance Team for Operational Performance and Patient Experience. These measures are considered important indicators of performance to the Ambulance Team.
We have also included Organisational Performance measures within the SSP. These measures are considered important to ensure the ongoing sustainability of Wellington Free Ambulance. As part of the Wellington Free Ambulance Group, the Wellington Free Ambulance Service Trust holds an investment portfolio. The safeguarding of these investments remains an important part of ensuring the long-term financial sustainability of WFA.
A full disclosure of the SSP can be obtained on the Charities Services website. For the purposes of the Summary Consolidated Statement of Service Performance, we have focused on the two key measures that we report quarterly to the Ambulance Team for Operational Performance and Patient Experience.
1. Operational performance - Achieve performance and patient outcomes.
(Goal 1, 2 and 3 of Kia ora te Tangata - Models of care to meet patient needs, Dynamic and thriving workforce, and Equity.)
We need to drive and turnaround performance indicators, meet targets, and implement opportunities for continuous improvement for better patient outcomes.
Response appropriate to need – The service achieves the desired result with the service user having been correctly triaged and provided with the right care at the right place at the right time
Response times are an obvious and important measure for an Ambulance Service, however there are many factors that influence these, some of which are external and complex in their nature. These include the impact of consistently increasing demand and changing demographics leading to increasing pressure across the health system, including primary care and hospital emergency departments.
The background to these response statistics is the continuing trend of significant increases in job volume, complexity, and demand for ambulance services. We also face significant challenges with the recruitment and retention of staff due to a highly competitive employment market with skills shortages and intense international competition for paramedics.
In the context of funding constraints and these service delivery challenges, we are constantly striving to ensure that we meet expected response times and are proud of being able to maintain most KPI levels. We are working on ways to adapt our service to ensure we are able to safely meet increased community need.
2. Patient experience - Extend core models of care.
(Goal 1, 2 and 3 of Kia ora te Tangata - Models of care to meet patient needs, Dynamic and thriving workforce, and Equity.)
We need to define and extend our core models of care and response, which enable us to appropriately meet demand within resource levels, safely.
Positive patient experience – Service meets the expectations of service users.
Demand management - Service users’ needs are met through strategies and plans to manage demand.
A very pleasing result with positive patient experiences being higher than target. Demand management is also above target. By resolving calls by clinical telephone advice, this is the most effective way of relieving pressure not only on frontline ambulance employees but also on emergency departments.
Independent Auditor's Report
To the Members of Wellington Free Ambulance (Incorporated)
Report on the summary consolidated financial report
Opinion
In our opinion, the accompanying summary consolidated financial report of Wellington Free Ambulance (Incorporated) on pages 28 to 33.
i. have been correctly derived from the audited consolidated financial report for the year ended 30 June 2024; and
ii. Are a fair summary of the consolidated financial report in accordance with Public Benefit Entity Financial Reporting Standard 43 (‘PBE FRS 43’) Summary Financial Statements (PBE FRS 43 Summary Financial Statements)
Basis for opinion
The accompanying summary consolidated financial report comprises:
‒ the summary consolidated statement of financial position as at 30 June 2024;
‒ the summary consolidated statements of comprehensive revenue and expense, changes in net assets/equity and cash flows for the year then ended; and
‒ the summary consolidated statement of service performance on pages 32 to 33.
We conducted our audit in accordance with International Standard on Auditing (New Zealand) 810 (Revised) Engagements to Report on Summary Financial Statements (ISA (NZ) 810 (Revised)).
We are independent of Wellington Free Ambulance (Incorporated) in accordance with Professional and Ethical Standard 1 International Code of Ethics for Assurance Practitioners (Including International Independence Standards) (New Zealand) issued by the New Zealand Auditing and Assurance Standards Board and the International Ethics Standards Board for Accountants’ International Code of Ethics for Professional Accountants (including International Independence Standards) ( IESBA Code ), and we have fulfilled our other ethical responsibilities in accordance with these requirements and the IESBA Code.
Our firm has provided other services to Wellington Free Ambulance (Incorporated) in relation to advisory services Subject to certain restrictions, partners and employees of our firm may also deal with Wellington Free Ambulance (Incorporated) on normal terms and conditions within the ordinary course of trading activities of the business of Wellington Free Ambulance (Incorporated). These matters have not impaired our independence as auditor of Wellington Free Ambulance (Incorporated)
Summary consolidated financial report
The summary consolidated financial report does not contain all the disclosures required for a full consolidated financial report under PBE FRS 43 Summary Financial Statements. Reading the summary consolidated financial report and the auditor's report thereon, therefore, is not a substitute for reading the audited consolidated financial report of Wellington Free Ambulance (Incorporated) and the auditor's report thereon. The summary consolidated financial report and the audited consolidated financial report do not reflect the effects of events that occurred subsequent to the date of our audit report on the consolidated financial report
Use of this independent auditor’s report
This independent auditor’s report is made solely to the Members. Our audit work has been undertaken so that we might state to the Members those matters we are required to state to them in the independent auditor’s report and for no other purpose. To the fullest extent permitted by law, none of KPMG, any entities directly or indirectly controlled by KPMG, or any of their respective members or employees, accept or assume any responsibility and deny all liability to anyone other than the Members for our audit work, this independent auditor’s report, or any of the opinions we have formed.
Responsibilities of the Members for the summary consolidated financial report
The Members, on behalf of Wellington Free Ambulance (Incorporated), are responsible for:
‒ the preparation and fair presentation of the summary consolidated financial report in accordance with PBE FRS 43 Summary Financial Statements; and
‒ implementing necessary internal control to enable the preparation of a summary consolidated financial report that is correctly derived from the audited consolidated financial report
Auditor’s responsibilities for the summary consolidated financial report
Our responsibility is to express an opinion on whether the summary consolidated financial report is a fair summary of the audited consolidated financial report based on our procedures, which were conducted in accordance with ISA (NZ) 810 (Revised)
We expressed an unmodified audit opinion on the consolidated financial report in our audit report dated 21 October 2024
For and on behalf of: KPMG
Wellington 23 October 2024
From the Patron
As we reflect on the past year and look to the future of Wellington Free Ambulance, our Patron Wayne Norwood – whose grandfather Sir Charles Norwood was the founder of Wellington Free Ambulance – has some final thoughts to share:
As Patron, I want to take a moment to reflect on the remarkable journey we’ve witnessed for the ambulance service which is here to support the people of Greater Wellington and Wairarapa.
Wellington Free Ambulance has been part of New Zealand’s healthcare system for nearly 100 years. Since then, technological advancements and the growth of the paramedic profession have transformed how Wellington Free Ambulance operates.
Yet the founding legacy of this organisation remains strong – free and accessible emergency care for anyone who needs it.
I think often of my grandfather, who founded this service with a vision for compassion and sparked by a single act of kindness in 1927 with someone needing help. I know he would be immensely proud of all we have accomplished together and the heights we aim to reach in the future.
The Norwood Family is committed to supporting Wellington Free Ambulance and your vital mission. We look forward to standing beside you as you continue to serve our community with the same dedication and spirit that started it all.
Thank you from myself, my family and our wider community for your hard work and unwavering commitment.
Wayne (far right) showing his support for Wellington Free Ambulance’s annual Onesie Appeal.
Bringing lifesaving and changing emergency services and medical support to the Greater Wellington and Wairarapa region every day, and free of charge.
A promise we will keep to our communities now, to 2030, and beyond.