Recommendation 19: Supporting transparency and developing learning tools

Ambulance Victoria has researched and developed baseline quantitative and quality measures to assess the performance of its report and complaint system. Baseline measures will be implemented and monitored over the coming months to inform agreed benchmarks. Once established, AV intends to share these measures publicly, and with the workforce. AV plans to report annually against these measures in the Your AV Impact report.

• Ambulance Victoria has been researching leading qualitative and quantitative measures so we can assess whether the Professional Standards & Behaviours Department is responding effectively to complaints and be transparent about what we learn. As part of this research, we sought and received expert advice from the Victorian Equal Opportunity & Human Rights Commission on leading qualitative measures and have researched how leading practice organisations are supporting transparency and rebuilding trust by reporting publicly on complaint data. Once settled, we intend to share these measures publicly, including with the workforce, and plan to report annually against the measures in our Your AV Impact Report. As part of this process, careful consideration is being given to the identification, development and publication of de-identified case studies of the outcomes of complaints, to support better understanding among the workforce of steps the organisation is taking to address harmful conduct.

• AV has begun identifying and preparing de-identified case studies, to promote transparency around complaint outcomes and continued learning in relation to acceptable and unacceptable workplace behaviour.
• AV has begun developing a procedure that details how we will identify and share case studies, while also safeguarding the privacy and confidentiality of people affected by individual reports or complaints.