Same Same But Different: The Changing Face of Ambulance Responses: Meeting People Where They Are
Tracks
Marquis Room - In Person Only
| Tuesday, March 3, 2026 |
| 12:55 PM - 1:25 PM |
| Marquis |
Overview
Sandra Garner, Queensland Ambulance Services
Details
Three Key Learnings:
Ambulance Services have a unique view of the mental health landscape and an important role in defining and understanding a mental health crisis in the community. Appropriate and timely responses to people experiencing a broad range of mental health crises equates to better outcomes for people experiencing a mental health crisis, the health system, and entire communities. Mental Health is a cross-sector responsibility.
Ambulance Services have a unique view of the mental health landscape and an important role in defining and understanding a mental health crisis in the community. Appropriate and timely responses to people experiencing a broad range of mental health crises equates to better outcomes for people experiencing a mental health crisis, the health system, and entire communities. Mental Health is a cross-sector responsibility.
Speaker
Ms Sandra Garner
Director
Queensland Ambulance Servicer
Same Same But Different: The Changing Face of Ambulance Responses: Meeting People Where They Are
Presentation Overview
Across Queensland, the most common users of ambulance services are some of the state’s most vulnerable people. These individuals often present with complex medical and psychosocial needs and require access to coordinated care. Traditional emergency and acute care pathways, while vital, are not always equipped to meet these needs {w}holistically. Recognising this, Queensland Ambulance Service (QAS) have implemented a suite of new and innovative programs designed to deliver person-centered, high quality, trauma-informed care to some of the state’s most vulnerable people. Ambulance services delivered differently. The Mental Health Response Program, Complex Care Team and QAS’ own Social Work services are changing the face of ambulance responses, by meeting people where they are.
Emerging evaluation data and qualitative feedback indicate:
• Reduction in unnecessary ambulance dispatches and ED presentations:
o QAS Mental Health Liaison Service clinicians are speaking to about 200 people each day, who are experiencing a mental health crisis, with 15% of these people offered interventions over the phone which do not require an ambulance attendance.
o QAS Mental Health Co-Responders are keeping around 75% of people they see at home, with tailored treatments and referrals appropriate to their needs.
o QAS’ own Social Work team is able to provide wholistic out of single episode care to vulnerable people who find themselves in circumstances where they do not have the resources or resilience to be able to cope.
o The QAS Complex Care Team ensure people who frequently use ambulance services to access care receive the most appropriate care in the most appropriate location. Due to management and care planning, an individual patient who averaged 35 ambulance attendances in 2024, in March 2025, this number was reduced to 16, with only 2 incidents of transport to hospital.
Emerging evaluation data and qualitative feedback indicate:
• Reduction in unnecessary ambulance dispatches and ED presentations:
o QAS Mental Health Liaison Service clinicians are speaking to about 200 people each day, who are experiencing a mental health crisis, with 15% of these people offered interventions over the phone which do not require an ambulance attendance.
o QAS Mental Health Co-Responders are keeping around 75% of people they see at home, with tailored treatments and referrals appropriate to their needs.
o QAS’ own Social Work team is able to provide wholistic out of single episode care to vulnerable people who find themselves in circumstances where they do not have the resources or resilience to be able to cope.
o The QAS Complex Care Team ensure people who frequently use ambulance services to access care receive the most appropriate care in the most appropriate location. Due to management and care planning, an individual patient who averaged 35 ambulance attendances in 2024, in March 2025, this number was reduced to 16, with only 2 incidents of transport to hospital.
Biography
Sandra is a Psychologist with over two decades of experience working in front line mental health services across community, forensic and acute settings; in clinical, management, service development and research capacities.
Since commencing with the Queensland Ambulance Service (QAS) in 2019 Sandra has designed and developed the QAS Vulnerable Person’s Program, which ensures delivery of coordinated, safe, and contemporary pre-hospital care for people with a broad range of vulnerabilities who call ambulance services. Sandra has created services within the organisation, so vulnerable people have the best opportunity for positive health and well-being to live lives with meaning and purpose.
