Ambulance Service of New South Wales
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Vision and Mission


Excellence in care


To provide quality emergency medical care to the NSW community.


These are the professional and personal values and behaviours that employees of NSW Ambulance are expected to uphold:

  • professional standards of behaviour
  • act responsibly and be accountable
  • promote and encourage teamwork
  • show care and respect

Key Result Areas

  • Delivery of high quality clinical care, patient transport, rescue and retrieval services.
  • Working in partnership with other health agencies, emergency service organisations and stakeholders.
  • Pro-actively develop community safety and prevention programs.
  • Develop and support our staff to lead, manage and deliver pre-hospital care.
  • Continually improve performance and value through optimising organisational structure, business processes and systems.

Customer Service Standards

  • Ensuring the maintenance of a 24 hours, seven days a week, out-of-hospital, emergency clinical care, medical retrieval and health related transport system.
  • Ensuring in an emergency that NSW Ambulance will efficiently dispatch ambulance officers to provide treatment as rapidly as possible. For non-emergencies, ambulance officers will be dispatched in accordance with the clinical need of the patient.
  • Improving and maintaining the health of patients in pre-hospital care and during transport to hospital or other health facilities.
  • Providing accredited rescue services to specific locations throughout New South Wales.
  • Coordinating aeromedical responses and retrievals as part of overall ambulance services.
  • Ensuring that all services are delivered in a professional and courteous manner.
  • Providing effective communication with patients and customers.
  • Ensuring the privacy and confidentiality of any personal information held on patients is respected.

Our Stakeholders

  • Patients and those close to them.
  • The community, including special needs groups, culturally diverse interest groups and disadvantaged groups.
  • Our employees, volunteers and their families.
  • Local, State and Commonwealth Governments including the NSW Minister for Health and members of the NSW Parliament.
  • The Ambulance Service Board and from 17 March 2006 the Ambulance Service Advisory Council.
  • NSW Ministry of Health and NSW Area Health Services.
  • The management and executive of NSW Ambulance.
  • Other emergency service organisations.
  • Unions and employee industry associations.
  • Community services and health care providers.
  • Interstate ambulance services and health authorities.
  • Professional bodies and health institutions.
  • Suppliers of goods and services to NSW Ambulance.
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