In an Australasian first, Ambulance Victoria (AV) has introduced groundbreaking video technology to triage non-urgent triple zero callers.
Following a highly successful trial, Secondary Triage permanently introduced video-assisted triage (VAT) for all patients in April this year, allowing expert nurses and paramedics to better assess and determine the best medical care for patients.
AV Executive Director Specialist Operations and Coordination Anthony Carlyon said the service helps provide the right care to all Victorians.
“Being able to see the emergency is a game-changer for our triage clinicians who can get a clearer picture of the patients’ condition.
“With a more accurate video assessment, we can then safely refer them to more appropriate care options such as the Victorian Virtual Emergency Department (VVED) or their GP.
“The technology also helps us upgrade our response and send an ambulance when the caller has downplayed their emergency, which is especially useful for cases involving bleeding,” Mr Carlyon said.
Melbourne mum Claire Rapson was connected to VAT after she called Triple Zero (000) for her two-year-old son who badly hit his head.
Ms Rapson said the technology was “incredibly helpful” and put her at ease that she was receiving the most appropriate care.
“For us to make the call in the first place was a big deal because we’re not the type of people to rush off to emergency.
“With this technology, I know that we’ll be seen and will have the best care for what we need, from wherever we may need it.
“It’s simple and easy for someone to use if they have a smartphone,” Ms Rapson said.
Mr Carlyon said the VAT trial increased rates of safe and effective diversion away from an emergency ambulance and increased use of alternative service providers and at home self-care.
“Our clinicians also had more confidence in decision-making and established better rapport with patients or callers to provide calming reassurance,” Mr Carlyon said..
“Video triage is making a real difference improving the patient’s experience and safety, while also reducing the time it takes to make clinical decisions about the best care for them.”
A three-month trial of VAT with more than 1000 callers between November 2023 and February 2024 saw 65.1 per cent of video triage calls diverted away from an emergency ambulance and 36.4 per cent referred to an alternative service provider.
Patients were also overwhelmingly satisfied, with 93.2 per cent saying video triage improved their experience with AV.
VAT was also a finalist in the 2024 Victorian Public Healthcare Awards under the Safer Care Victoria category for safety improvement.
Mr Carlyon said AV had tripled the size of its Secondary Triage team since 2021 and was now the largest service of its type within any ambulance service in the world.
“We want patients to get the right care, in the right place, at the right time – and that doesn’t always mean sending an emergency ambulance.
“While ambulances are always provided to patients when required, about one in five calls to Triple Zero (000) do not need an emergency ambulance response.
“If you do get transferred to Secondary Triage, it is important to know that you are in expert hands. We will be able to assess your condition and determine the right care for you,” Mr Carlyon said.
As many as 900 calls a day are assessed by experienced nurses and AV paramedics in their secondary triage team who provide alternative care options.
