9.3 Requesting an Ambulance

Purpose

To outline operational procedures and minimum information requirements when requesting ambulance assistance through the State Operations Centre (SOC).

Overview

Timely and accurate information gathering supports effective ambulance dispatch, patient management, and emergency service coordination.

Operational personnel should prioritise early notification to the State Operations Centre (SOC), concise communications, and ongoing updates regarding patient condition and incident progress.

The State Operations Centre (SOC) coordinates emergency service notifications and ambulance requests on behalf of SLS services.

Procedure

Good incident management involves the accurate collection and concise communication of information.

SA Ambulance Service (SAAS) requires specific information to support ambulance dispatch and patient prioritisation. Lifesaving services should align patient information gathering and communications with these requirements.

Ambulance requests should be coordinated through the State Operations Centre (SOC), or if the SOC is not available, via Triple Zero.

Patient Reporting

Patient information should be communicated to the SOC as soon as reasonably practicable. Requests for ambulance assistance must not be delayed while obtaining complete information.

Additional information and updates should be provided as they become available.

Operational communications channels should continue to be monitored in accordance with SOP 7.5 – Zones and Channels.

The following information should be obtained where practicable:

1. Patient sex,
2. Approximate age,
3. Approximate weight where relevant,
4. Mechanism of injury or illness,
5. Nature of injuries or symptoms,
6. Breathing status,
7. Level of consciousness,
8. Presence of chest pain where applicable,
9. Exact patient location and best access point,
10. Treatment being provided, and
11. Any significant changes in patient condition.

Additional information that may assist ambulance response includes:

• Is the patient changing colour?
• Is the patient clammy?
• Does the patient have a history of heart problems?
• Has the patient consumed any drugs, alcohol, or medication?

Emergency Radio Communications

Remember: Position, Problem, People, Progress

Action	Explanation	Example
Inform SurfCom (via radio)	Identifies your transmission as an emergency and prioritises it above non-emergency traffic	“Rescue, Rescue, Rescue – SurfCom, SurfCom, this is [Club/Service Name], over”
Position	Advise the incident or patient location and best access point for emergency services	“Patient has been transported to the Surf Club, located at the corner of Main Road and Smith Road. A lifesaver will meet the ambulance roadside, over”
Problem	Describe the incident, mechanism of injury, illness, or other emergency	“SurfCom, we have one patient struck by a surfboard with severe head lacerations”
People	Provide relevant details about the people involved, including patient details and condition where applicable	“Patient is male, approximately 36 years old. Patient is breathing and conscious. Severe bleeding from the head. No chest pain reported, over”
Progress	Advise what is happening now to progress the incident. This may include treatment being undertaken, rescue actions, changes in patient condition, arrival of resources, or additional assistance required	“the patient has now lost consciousness and is not breathing. We are commencing CPR and require a defibrillator”

Progress updates should continue throughout the incident where there is a significant change in circumstances or where further information will assist the SOC or responding emergency services.

Examples may include:

• Treatment being commenced or changed,
• A rescue resource being deployed or returning with a patient,
• A significant change in patient condition,
• Ambulance or other emergency services arriving on scene, or
• Additional personnel, equipment or emergency service support being required.

Coordination with the State Operations Centre (SOC)

The State Operations Centre (SOC) may:

• Coordinate ambulance dispatch,
• Coordinate emergency service notifications,
• Assist with access arrangements,
• Coordinate helicopter or additional operational resources where required, and
• Maintain operational communications and incident logging.

References

• Public Safety and Aquatic Rescue training manual, 35th Edition, Module 3 – Radio Operations, Incident Procedures