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Ambulance Victoria response to Victorian Ombudsman’s report

May 29, 2019 | in News

Ambulance Victoria CEO Associate Professor Tony Walker

“Ambulance Victoria welcomes the Victorian Ombudsman’s report and we accept all recommendations.

“We are committed to continual improvement and are changing our billing practices to ensure patients are appropriately billed for the care they receive.

“Ambulance is not a free service in Victoria. Patients who do not have a membership, concession entitlement or other coverage are required to pay for the high quality care they receive.

“We will always provide all our patients the highest quality care irrespective of whether or not they have the capacity to pay for the service.

“We proposed several changes to improve our billing practices and will:

  • Split charges evenly among patients when paramedics have treated but not transported multiple patients
  • Cease charging for treatment without transport where an ambulance is called by an unknown third party and the patient did not know or could not have reasonably consented to an ambulance being called, including when an ambulance is called by police
  • Ensure our billing staff consider the unique circumstances of each case and exercise discretion when dealing with disputed invoices for treatment without transport.

“We have cancelled the invoice that led to this complaint and let the patient know that he is not required to pay for this case.

“We will refund all patients with evidence of paying for treatment without transport in similar circumstances over the past 12 months. They can contact us by calling 9840 3530.

“More information about our fees can be found here

“Ambulance Victoria’s vision to provide outstanding emergency healthcare, every time, extends across the organisation and every interaction with our patients.

“We thank the Victorian Ombudsman in bringing these matters to our attention.”

Ambulance Victoria Service Fees

Ambulance Victoria Memberships

Victorian Ombudsman’s Report