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 sirens. Further interrogation of Code 2 responses may occur through the QAS Clinical Hub 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 by quarter for the current financial year. The data shows an increase in demand in emergency and urgent incidents for this quarter. Despite this increase, the QAS shows consistent, if not better response times to our patients compared to the same period the previous year.

Graph: Average code 1 and 2 incidents

Combination bar and line graph showing the number of code 1 and 2 incidents expressed as both a total number for the quarter and a daily average over the first quarter of the 2023-24 financial year. The largest numbers of code 1 and 2 incidents are in January with 84,716 incidents. The average daily incidents increased over this period with a low of 2,565/day in July 2023 to a peak of 2,759/day in February.

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 2022–23 financial year, Code 3 and Code 4 combined on time performance achieved 80.0%, exceeding the target of 70.0%. This is an improvement on the 2021–22 financial year of 78.2%.

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

Combination bar and line graph showing the number of code 3 and 4 incidents expressed as both a total number for the quarter and a percentage attended to by appointment time over the first two quarters of the 2023-24 financial year. The largest numbers of code 3 and 4 incidents are in August with 27,667 incidents. The highest average on time percentage was 81.6% in September, dropping to 73.5% in March

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 January to March 2024, RSQ received:

  • 7,548 total referrals
  • 6,581 referrals for retrieval or assistance
  • 1,047 referrals for Telehealth Emergency Support (79 patients subsequently referred to RSQ for retrieval)
  • 7,627 total referrals
  • Resulting in more than 5,952 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 7848).

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 (January to March 2024):

  • 79.23% of calls to 13 HEALTH were answered within 20 seconds.
  • 1,149 average daily calls to 13 HEALTH.
  • 3,914 average daily interactions across all HCC services.
  • 62% 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 710 consumers complete the online risk assessment for chlamydia and gonorrhoea and over 340 register to receive the free testing form.
  • 4,400 average calls are made to consumers who are behind on their immunisation schedule.
  • an average of 421 consumers with a diagnosed chronic condition are being supported and educated by the Self-Management of Chronic Conditions nursing team.

Last updated: June 2024