Paramedic crews for less-urgent calls making a real difference

Ambulance Victoria’s (AV) Medium Acuity Transport Service (MATS) crews have responded to more than 100,000 cases, helping save other ambulances for the most serious emergencies.

MATS began in September 2021 and is dedicated for less-urgent calls, freeing up more ambulances to respond to the most critically ill patients. MATS crews also attend more serious calls when needed to support emergency ambulance resourcing.

“Our MATS crews are making a big difference in helping emergency ambulances be available for the sickest or most injured patients by bridging the gap for those who require an ambulance, but it’s not life-threatening,” AV Executive Director Regional Operations Danielle North said.

“Our MATS crews on average attend more than 80 cases every day – with some of the cases including patients with chronic conditions, falls or inter-hospital patient transfers.

“As of 22 June 2025, MATS crews have attended a total of 105,063 cases, including 77,482 cases in metropolitan Melbourne and 27,581 cases in the regions.

“That is a lot of time saved for other paramedic crews to respond to the most critical cases.”

In metropolitan Melbourne, MATS crews are based out of ambulance branches in Laverton North, Campbellfield, Bayswater, Mornington, Heatherton, Chelsea and Clyde North.

In regional Victoria, MATS crews are based at Belmont, Wendouree, Eaglehawk, Shepparton, Traralgon and Wonthaggi.

One of the 100,000 patients to benefit from MATS to date was 20-year-old Hugo Canny-Smith, who required an ambulance following a seizure related to his epilepsy earlier this year.

“I remember the paramedics helping me up and putting the monitors on me. They were very patient,” Hugo said.

“I didn’t need to be taken to hospital, but it was good to have people do the essentials, like help me get up and check my heart rate.”

Hugo’s mother Krys said her son has required an ambulance a few times for seizures.

“When the paramedics arrive, I immediately feel more relaxed, having someone there who knows what they’re doing,” she said.

“But sometimes I worry we’re taking them away from life-threatening emergencies, so it’s nice to have learned about MATS and to know that these paramedics are there to help us.”

Across Victoria, MATS crews are made up of a graduate paramedic and a qualified paramedic, providing the very best response to Code 2 and 3 patients.

Danielle said the partnering of paramedic recruits with experienced paramedics on-board MATS vehicles helps develop the next generation of paramedics.

“This gives an opportunity for our senior paramedics to impart invaluable knowledge gained through their years of experience to their new colleagues,” she said.

“At the same time, it provides an enriching on-the-job educational experience and additional pathway for new paramedics.”

AV’s MATS crews attended their 100,000th case on 25 April 2025.