A response is measured from the time the Triple Zero (000) call is answered in one of our Operations Centres through to the arrival of the first paramedic at the scene.
Prioritisation of Triple Zero (000) calls are managed through the Medical Dispatch Priority System (MPDS) at one of our Operations Centre with priority codes used to dispatch the appropriate resources to an incident and used in the measurement of performance and activity.
Emergency and urgent incidents
Code 1 incidents are prioritised as an emergency incident requiring an immediate emergency response with lights and sirens.
Code 2 incidents are prioritised as an immediate urgent response with no lights and/or siren. The QAS Clinical Hub may further interrogate Code 2 responses to ensure the most appropriate health response, which may include referral to alternative care pathways, virtual consultation, or the dispatch of a paramedic.
The graph below provides a breakdown of our Code 1 and Code 2 incidents combined this quarter for the current financial year.
Graph: Average code 1 and 2 incidents
Non-emergency incidents
Non-Emergency and Medically Authorised incidents are Code 3 and Code 4 transports that do not require an urgent response, such as medical appointments and hospital transfers.
In the first quarter of the 2024-25 financial year, Code 3, and Code 4 combined on time performance achieved 77.1%, exceeding the target of 70.0%.
The graph below shows the combined number of Code 3 and Code 4 incidents and their performance by quarter for the current financial year.
Graph: code 3 and 4 incidents
Retrieval Services Queensland (RSQ)
This 24/7 service coordinates both primary response, search and rescue and inter-facility aeromedical transfers (helicopter and fixed wing) for public and private health care facilities, as well as the return of patients from tertiary or larger facilities to their referring centre when aeromedical resources and a clinical escort are required.
In July to September 2024, RSQ received:
- 8,003 total referrals
- 7,007 referrals for retrieval or assistance
- 1,061 referrals for Telehealth Emergency Support
Resulting in more than 6,350 transported episodes of care.
Health Contact Centre (HCC)
The HCC is a virtual healthcare provider delivering 17 confidential health assessment, advice and information services to Queenslanders, 24 hours a day, 7 days a week using multi-channel delivery models.
These services can be accessed by consumers via telephone numbers 13 HEALTH (13 43 25 84) and 13 QUIT (13 78 48).
We strive to educate and empower people to make informed choices about their healthcare, promoting better health through the delivery of evidence-based clinical practice.
Key facts (July to September 2024):
- 85% of calls to 13 HEALTH were answered within 20 seconds.
- 1,183 average daily calls to 13 HEALTH.
- 3,467 average daily interactions across all HCC services.
- 57% of consumers engaging with Quitline report having quit at the end of the program (11 times more successful than the unassisted quit rate of 5%).
Each month:
- over 698 consumers complete the online risk assessment for chlamydia and gonorrhoea and over 270 register to receive the free testing form.
- 4,090 average calls are made to consumers who are behind on their immunisation schedule.
- an average of 334 consumers with a diagnosed chronic condition are being supported and educated by the Self-Management of Chronic Conditions nursing team.