Ambulance Service of NSW Case Study

Ambulance Service of NSW Case Study

Ambulance Service of NSW - The Ambulance Service of NSW receives a call for help every 28 seconds, averaging around 2,000 calls per day. Recently they installed Electronic Medical Record (eMR) technology in all NSW ambulances, working with Telstra technicians to both implement and run the system on Telstra’s Next G® network. The eMR transmits vital patient information to Ambulance systems in days rather than weeks, increasing efficiency, accuracy and above all, quality of care.


Roger Hanssen - Director of Information Technology, Ambulance NSW

The Ambulance Service of NSW is one of the largest ambulance services in the world. We get a call for help, on an average, every 28 seconds It’s important that we work with a large, diverse company here in Australia that can provide the types of services that we need across a large area and within a short timeframe to meet the critical needs of an ambulance service.

So with Telstra, they provide a large range of services to us, not just in terms of voice and data service but also managed services such as the wide area network out to each of our ambulance stations and also the network that supports our mobile data terminals in about 1100 ambulance vehicles.

Garry Francis - Ambulance Paramedic, Kingscliff NSW

Over the last number of years the service has increased our technology in a lot of ways, which has improved our delivery of care. One of those is our electronic Medical Records.

The eMR provides an important link between patient care and the hospital it provides the ambulance officers with an electronic form of detailing – the patient’s details, the treatment they’ve been given, where they’re being transported to it’s a simple and effective record of what has happened with the patient.

Bidar Homsey – Senior Account Executive, Telstra Enterprise & Government

Telstra’s involvement with eMR started very early on when the idea was being explored by NSW Ambulance. Also we were able to assist with the implementation of the application by providing technical experts’ advice.


Previously we had to do the paper case sheet. It could take a week possibly more until information was filtered through. Whereas now, with the Telstra NextG set-up that we’ve got, we synchronise, it goes straight to Sydney and basically within 45 seconds, whoever has access to that information can pull on the cases.

It provides a legible record and the reason being is that sometimes due to the nature of the transport, the roads, whatever, your writing wasn’t as effective as what it should be, whereas this is always easily read. It’s also systematic, so that you work through it from point a to point b and it has mandatory fields so therefore you can’t leave off important information, it won’t allow you to finish your record until all those fields are completed. So it’s a built-in safety check and what it does do is it makes sure we’re providing an informative, accurate and correct documentation.


Once the record’s in place in the database, we then can use that record for a number of purposes and the idea is to collect the data once and use it many times. The advantage for the accounts department is that we can issue an invoice very close to the event


The eMR has really huge benefits in the future in regards to patient care and positive patient outcomes. They’re looking at, instead of having to print out our report / it will be electronically transferred into the hospital system / we might be able to provide that information to the hospital before we even walk through the doors.


The reliability of the Telstra NextG network has been extremely good, and the security of the network has also been very good.


One of the integral parts of the eMR being effective and where we’re looking at it going in the future is the fact that we’ve got coverage; we’ve got the ability to actually get that information out and in to the system. The Telstra NextG system that we’re currently using is fantastic. It provides a good scope of coverage. It’s quick, it’s effective and it helps this system do what it’s supposed to do. it’s only going to become more important, more integral part of it actually working.