Delivering Compassionate Care at Scale

NSW AMBULANCE
CASE STUDY

Transforming How Paramedics Approach Life’s Most Sensitive Moments

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Transforming Palliative Care Training Across NSW Ambulance

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With over 6,000 paramedics and more than 300 ambulance stations spread across a vast and diverse state, NSW Ambulance plays a critical role in supporting patients at their most vulnerable moments. But as clinical care evolves, so too must the training that supports it — especially in the sensitive, complex domain of End-of-Life and Palliative Care (EoLPC).

To meet this challenge, NSW Ambulance embarked on an ambitious project: to deliver a comprehensive, culturally informed, and highly interactive online course for all clinical staff, equipping them with the skills and confidence to provide exceptional care in life’s most difficult circumstances.

At the heart of this transformation was a trusted creative learning team led by Chris and the team.

The Need: A Unified Approach to Complex Care

Paramedics are increasingly called upon to navigate nuanced, emotionally charged situations—often outside the traditional scope of emergency response. Recognising this shift, NSW Ambulance initiated an eight-module course designed to educate clinicians on all facets of EoLPC, including:

  • Paediatric and adult palliative care
  • Cultural considerations for First Nations patients
  • Legal and ethical frameworks
  • Clinical decision-making at the end of life

The goal was clear: ensure every paramedic, regardless of geography or experience, could access consistent, high-quality training aligned with national best practice—and infused with cultural safety and compassion.

The Response: Three Strategic Focus Areas

Chris and the team structured their support around three interwoven streams:

1. Instructional Design Excellence

Each module was thoughtfully designed using adult learning principles to deliver emotionally sensitive content in a way that resonated. This included:

  • Real-world clinical scenarios based on lived experience
  • Interactive assessments and self-checks
  • Alignment with the NSW Ambulance Clinical Practice Guidelines
  • Tiered learning objectives tailored to varying experience levels

Modules such as After Death Care, Discussing Serious News, and EoLPC Management were brought to life through expert instructional scripting and layered interactivity, allowing clinicians to rehearse difficult conversations and clinical decisions safely.

2. Cultural Sensitivity and Inclusivity

Particular care was taken in the development of the First Nations Module: Cultural Considerations for End-of-Life Care.

This required deep collaboration with NSW Ambulance and Aboriginal advisors to ensure accuracy, authenticity, and respect.

Visuals, tone, imagery, and voiceover selections were all curated to reflect First Nations perspectives and practices around death and dying—reinforcing NSW Ambulance’s commitment to reconciliation and culturally safe practice.

3. Media-Rich, Multi-Sensory Learning

To make the content stick, the team incorporated Silver-level interactivity, including:

  • Drag-and-drop scenarios
  • Click-to-reveal reflections
  • Hotspot explorations and timelines
  • Voiceovers and real-world visuals from NSW Ambulance

Each module was SCORM-compliant and optimised for remote access—even via CD-ROM or internal drives for use in low-connectivity regions.

The Impact: A Statewide Shift in Confidence and Capability

What began as a content development project evolved into a critical culture-building initiative for NSW Ambulance. With every clinician trained in both the clinical and human aspects of end-of-life care, the organisation is now better prepared to:

  • Provide dignified, values-led care at scale
  • Respond more effectively to culturally diverse needs
  • Reduce unnecessary hospital admissions
  • Support grieving families with compassion and clarity

Conclusion: Leading with Humanity

As palliative care becomes a more prominent part of the paramedic scope, NSW Ambulance is setting a new benchmark for how health services prepare their frontline workforce—not just with tools, but with heart.

And with Chris and the team by their side, they’re doing it with purpose, precision, and lasting impact.

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