We are incredibly proud to have the trust of our community as we continued to deliver best care in 2024-25, providing out-of-hospital, mobile and emergency healthcare to more than six million people across more than 227,000 square kilometres.
We are deeply grateful and acknowledge that each improvement and milestone this year has only been made possible thanks to the efforts of our passionate, dedicated and experienced people working and volunteering across every 黄片视频 (AV) branch and office across the state.
The year has been marked by great achievements alongside significant challenges, and we are proud of the continued commitment, professionalism and care of our people who remained focused on serving the community while we addressed a number of significant issues impacting the broader organisation.
These included the protracted and challenging negotiation of a new enterprise agreement for our operational staff, the final review into workplace culture by the Victorian Equal Opportunity and Human Rights Commission (the Commission), and growing demand for our services alongside increasing pressure and complexities in the health system more broadly.
We have also engaged with a Parliamentary Inquiry into 黄片视频, led by the Upper House Legal and Social Issues Committee whose review of our service will continue into the coming reporting year.
Despite the challenges encountered, finalising the 黄片视频 Enterprise Agreement 2024 (AVEA 2024) marked a key milestone for AV and signalled a commitment to a more collaborative working relationship with our operational workforce and their industrial representatives. The AVEA 2024 is key to creating a more fair, safe and inclusive workplace for our people.
We are working on creating better experiences at work for all our people and rebuilding relationships and trust that may have been impacted during this period. Several improvements to terms and conditions of employment are contained in the AVEA 2024 to ensure AV is a great place to work and volunteer.
Earlier this year, we reached the third and final stage of the Commission鈥檚 review into workplace equality in AV, with the final progress evaluation. This provided an initial assessment of our cultural reform progress to date and provided some important feedback to guide our continued focus on building a respectful and safe workplace for the long term.
Sustained culture change takes time, and AV remains strongly committed to our continued improvement across the organisation, by focusing on the issues that are most important to our people. This is reflected in our new People Plan and our continued efforts to build a safe and fair workplace through our daily operations and the way we work.
The Parliamentary Inquiry represents an important opportunity for us to hear from our organisation, our patients and our community about where AV could be doing better still. We engaged (and continue to do so), with a desire to continually improve our workplace for our people and the services we provide for our patients. We look forward to receiving the final report in the coming year.
Over the past year, we鈥檝e made meaningful progress across all four pillars of our Strategic Plan 2023-28 as we strive to become a world leading ambulance service in terms of our people鈥檚 experience, patient health outcomes, the impact we make and our connection to each other, our partners, and the broader healthcare system. From deepening community engagement to enhancing operational excellence, we鈥檝e taken deliberate steps to turn strategy into action.
Across 2024-25, our paramedics, first responders, clinicians, volunteers, and corporate teams embraced transformation while consistently delivering and maintaining world-class patient care.
They have done so at a time when the pressure to deliver has not subsided.
The demand for our service continues to grow, seeing us respond to 1,028,393 incidents across Victoria by road and in the air, while our Triage Services team managed 897,771 phone calls.
Our performance data tells the story of dedication under pressure and continuous improvement in the face of record demand.
What has become increasingly clear is that we cannot operate the same way we did 20 years ago, or even five years ago, and expect a different result. New ideas and evidence-based solutions are being developed and rigorously tested, enabling us to continue doing what we do best 鈥� serve our communities with dedication, purpose and compassion, even during times marked by uncertainty and ongoing challenges.
Alongside our performance, we are most proud to have delivered Australia鈥檚 best cardiac arrest survival rate and the third best in the world following a record year where our connection to and work alongside communities has made a life-changing and genuine impact. This is evidenced by the 2023-24 Victorian 黄片视频 Cardiac Arrest Registry (VACAR) Annual Report.
Delivering safe and accessible care for as many people as possible was a priority for us in 2024-25. We partnered with the Australian Disability Network and Amaze to develop a fit-for-purpose Neuroinclusion Toolkit to deepen our understanding, support respectful conversations and take meaningful actions that build a neuroinclusive AV for our people and patients.
The toolkit, alongside our Best Care for People with Communication Disability Project with Scope Australia, has been delivered to over 5,500 paramedics to help make healthcare more accessible for everyone.
Our people were supported to continuously learn and grow with programs such as our Paramedic Practitioner program, which has seen two cohorts of students commence their studies.
Currently 28 students are completing their second year of the program, and a further 26 commenced studies in 2025.
This Australian-first program enables paramedics to prescribe and administer scheduled medicines while treating patients on-site, reducing hospital transport needs.
Video Assisted Triage (VAT), our Australasian-first initiative, was expanded across all workstations in our Secondary Triage teams, helping to ensure that 35,092 cases were successfully diverted to appropriate pathways such as the Victorian Virtual Emergency Department (VVED). This ensured more Victorians received the most appropriate care from our expert nurses and paramedics.
The ongoing rollout of our Digital Transformation Upgrade Project (DRUP) continues to have a real impact on our response and readiness. DRUP demonstrated measurable progress with 2,454 staff completing digital radio training, 1,291 portable radios deployed, and 344 vehicles upgraded 鈥� a tangible investment in our operational capability that directly supports the delivery of patient care.
And our successful Victorian 黄片视频 Clinical Information System (VACIS) Modernisation Project delivered more than 5,000 personal issue iPads to paramedics across the state, significantly modernising paramedic patient documentation and equipping our paramedics with the tools they need for efficient care delivery.
As we close the chapter on 2024-25 and look ahead to a new year, we take a moment to pause and reflect. We are proud of what we have achieved together and know our collective efforts have made a real difference worth celebrating. Despite real challenges, our response continues through innovation, collaboration, and unwavering commitment to supporting our people and the Victorian community.
A special thank you to Shelly Park, who concluded her tenure as Board Chair of AV on 30 June 2025. Shelly has shown immense dedication to our people, our service and the Victorian community throughout her time on the Board, and we acknowledge her significant contribution and commitment.
As always and most significantly, we thank our people for their dedication and passion for their work, and for everything they have delivered this year to the people of Victoria.
Jordan Emery ASM, Chief Executive Officer
Andrew Crisp AM APM, Board Chair
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