Nicola Reinders, Executive Director Quality and Patient Experience, Ambulance Victoria

Ambulance Victoria is on a journey introducing the strategic quality model, that we call AV Best Care, across our service. AV Best Care provides the framework for delivering high quality care. It:

• Defines what Best Care means for our patients – for us we have communicated this in a Patient Care Commitment as part of our strategic plan as our promise to patients and the community;
• Engages our paramedics and other front line staff and with indirect-care staff about how we each contribute to continually improving the quality and safety of patient experiences; and
• Is led from the Board and Executive and throughout line management to ensure our  systems and clinical governance pillars are robust and protect our staff and our patients, to deliver better outcomes.

It makes sense to us. It is our purpose and reason for being, and focuses all parts of our organisation on delivering a caring, safe, effective and connected experience to every patient, every time.