27 August 2005

An end to proper ambos answering the phones?

| johnboy
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The Canberra Times has a story on the current unsatisfactory situation in the ACT Ambulance service with regards to answering the phones and who is trained to deal with what’s on the other end.

At the end of the day I can’t see how a NSW model can apply here in a much smaller service.

If you have twenty people answering the phone then maybe you can get away with having a handfull being highly qualified. But when it’s just three people (and people need to relieve themselves and take a break from time to time) you haven’t got that sort of flexibility.

“They also serve who stand and wait”

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At least they’re not farming it out to call centres in India… yet.

“Everyone else is doing it” is rarely much of a justification.

Then again, if you can get 80% of the service for 20% of the cost it can be worth it.

A mole in the ESA says the NSW model is applied in every other state and territory. ACT would be the only place in the country to require that every phone operator be a qualified ambo.

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