11 November 2004

000 inquiry report recommendations implemented

Health Minister Morris Iemma has today ordered the full implementation of all recommendations of the Cusick investigation into the failure of the Ambulance Service’s new telephone system on 13 October.

“There is no more critical part of our work than efficient management of ‘000’ emergency calls, including during periods of technical faults,” Mr Iemma said.

“Our primary systems need to be first rate and our emergency back-up systems must also be of a quality that protects the public from equipment failures,” Mr Iemma said.

The Cusick report was commissioned by the Government to provide a comprehensive and clear analysis of what happened in the Northmead incident.

“The report has found that when a glitch emerged in the new telephone system, the management of the Ambulance Service had not made adequate contingency plans to activate and operate the back-up system.

“That meant when the back-up system was needed, operational and training protocols to operate that system were inadequate.

“The Ambulance Service now has clear instructions on what needs to be done,” Mr Iemma said.

The Cusick Report has made eight recommendations to bring the Ambulance Service’s training and operational protocols up to standard so that back-up systems are fully operational in the event of any future technology problems.

Mr Iemma said it was important to note a number of Mr Cusick’s findings:

• The first call to 000 was successfully connected to the ambulance service. The Warrilla call taker applied the correct call processing procedures and then successfully used individual initiative to ensure that no opportunity was missed to connect the call to the ambulance dispatchers. The caller was kept on the line until the ambulance arrived.
• The $350,000 call handling software package was not criticised in the report;
• That two of the Sydney Operations Centre call takers were able to operate the back-up system;

Health Minister Morris Iemma said Ambulance Service Chief Executive Greg Rochford had already implemented a program to address the major recommendations.

“The Ambulance Service has reported that the organisation is well down the path to addressing the issues raised in this report,” Mr Iemma said.

The Cusick Report will be forwarded to the Coroner to assist his inquiries into the cause of death in this case.

“I would also like to re-iterate my condolences to the Kelly family for their recent loss,” Mr Iemma said.

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