James Sherriff is General Manager of St John Ambulance and a former paramedic. James presentation spoke to the importance of working with staff to support them in the change management required to adopt a more patient centred approach to delivering care.

1. The St John Integrated Model

2. St John Ambulance Western Australia Ltd.
209 Great Eastern Highway, Belmont Western Australia | PO Box 183, Belmont Western Australia 6984
Tel 08 9334 1222 | Fax 08 9277 6662 | Email info@stjohnambulance.com.au | ABN 55 028 468 715 | ACN 165 969 406
www.stjohnambulance.com.au
Approach to implementing
Patient Experience.
Metropolitan Operations

3. Ambulance Service
in WA
• Pre-Hospital Patient Solutions
• Established over 123 years ago (1892)
• Private not for profit organisation
• Largest area covered by a single ambulance service
in the world
- 2.5 million sq. kms.

4. • Engaged with 11.5% of WA population Reactively with Ambulance last
year
• Engaged with 20% of WA Proactively with First Aid Training
• Communicated with 500 000 Australians on the phone in our call centre
last year.
• 1000 Community first responder locations
• Humanitarian Missions (Malaysia/Vietnam/Jerusalem/East Timor)
• Community engagement
• Free first AID 120 000 school children
• Aboriginal ambulance project
• 4800 volunteers / 3.5 million volunteer hours
Pre-Hospital

5. Patient Experience
How can we help you, to help the patient
solution experience, to help the health
services of Western Australia?
Alternative Pathways
Together we can create solutions.

6. Our Performance

7. Our Performance

8. Our Performance
Previous – 0.0009%
Current – 0.0006%

9. Implementation
-Strategic Organisational goal
-Cleveland Clinic Video
Touching the lives of patients
-Performance Management
Allowing for mistakes
Change Behaviour
Heart Count
-Feedback, all stakeholders

10. Focus Area
“You can have everything in life that you want if you will just help
enough other people get what they want.”
Zig Ziglar
• Patient Outcome
• Paramedic Profession

11. Communication Project

12. Case Study
Paramedic Story

13. Case Study –
Customer service v
Customer Experience.

14. ?
Questions?