• This operating procedure describes the process SMA employees must follow for patient transport services by State Medical Assistance for NSW Health (HealthShare) Scope
  • This operating procedure applies to all State Medical Assistance employees responsible for the patient transport service for HealthShare NSW.
  • In the event of any inconsistencies between this SOP and site-specific SOP’s, this document will prevail.         references (AVAILABLE VIA NINTH-bRAIN)
  • Service Specification for Transport Providers, Patient Transport Providers v3
  • Non-Emergency Patient Transport (NEPT) Escort Guidelines
  • State Medical Assistance Protocols and Pharmacology
  • Clinical Handover SOP0007
  • Clinical Escalation Procedure SOP00004
  • SMA Smart phone usage Policy v1.0
  • Infection control procedures SOP0008 Infection Prevention including Hand Hygiene, PPE and SMA Immunisation Policy v2.0
  • Manual Handling Guidelines and Guidelines Preventing Falls and Harm from Falls.
  • SMA code of conduct
  • Code of Conduct for unregistered practitioners


  • SMA State Medical Assistance
  • PTO Patient Transport Officer
  • CRN Cardiac Registered Nurse (Resource description)
  • PTS Patient Transport Service
  • NEPT Non-Emergency Patient Transport
  • MDT Mobile Data Terminal / LOGIS
  • HUB Greater Metropolitan Booking Hub (Dispatch / Radio)


  • Maintain a clean vehicle both interior and exterior
  • Complete vehicle checks to ensure vehicle and staff are able to respond to adverse events and operate professionally
  • Notify SMA duty manager of any variations to standard practice
  • Seek approval from SMA duty manager for any paediatric, mental health, infusions / transfusions and bariatric transfers
  • Advise of any concerns / complaints to the on call duty manager and not to engage in any form of conflict with any party.
  • Comply with all policies, procedures, protocols and guidelines
  • Deliver safe and efficient patient transport.
  • Share driving throughout shift to manage fatigue
  • Work together as a team in all functions including pushing stretchers & cleaning.
  • Manage communication with clients and patients professionally.
  • Be professional at all times and promote SMA and HealthShare NSW
  • Leave vehicle clean and tidy for next shift

CONTACT:   SMA DUTY MANAGER – 0427 892769 & SMA HeAD OFfICE 1300 30 40 63

Vehicle allocation and Key Sign Out

Vehicle allocated for shift can be found under ‘allocated resource’ on DARS. Vehicles are located as follows:


Wollongong Private Hospital 360-364 Crown St, Wollongong NSW 2500. In carpark B1. Key, hospital access card and parking card are kept with security. The security office is located on ground level (G) at Wollongong Private Hospital. Security have a log that will need to be filled out and signed at collection of keys.

At the end of shift keys, hospital access card and parking card all need to be returned to security and signed back in.


130 Footts Road, Ourimbah, Keys to garage are found in lock box on right hand side of the building 0239.Keys and MDT’s to the vehicles are found in white cupboard in the garage. Cleaning equipment is found in the garage. Park the vehicles on an angle behind the black line in the concrete. This property is privately owned. Be courteous and respectful at all times.


Lake Macquarie Private Hospital, 3 Sydney St, Gateshead NSW 2290 Keys in the lock box 0239

The vehicle is to be left in the ambulance bay as the back car park is locked at night.


11 Gallipoli Street, Lidcombe. This is a private residential address so please be mindful of noise. Parking for personal vehicle can be found on this street. On vehicle pickup, keys are located in a lock box on the fence. Code to lockbox is 2329. At end of shift, return keys to lockbox.


North Shore Private Hospital Westbourne Street, St Leonards NSW. Paid parking for personal vehicles can be found at the public hospital or alternatively free parking on surrounding residential streets. On vehicle pickup, proceed to security to retrieve keys. On vehicle drop off or changeover, contact security on 02 8425 3171 who will direct you to overnight parking via either the loading dock or the private car park. At the end of shift, keys are to be returned to security.


7/154 Maxwell Street, South Penrith NSW. Personal vehicle parking found on along Maxwell Street. Keys located under door mat of unit 7/154. This is a private residential address, please be mindful of noise. Vehicle is to be parked along Maxwell Street across road from apartments. DO NOT park vehicle inside 7/154 Maxwell Street apartment complex. Keys to be returned to under door mat at end of shift.


Kareena Private Hospital, 86 Kareena Rd, Caringbah NSW 2229. Pick up vehicle from the back car park and bring to Ambulance bay next to hospital front doors. Keys in the lock box 239 located in the Ambulance Bay. The vehicle is to be left in rear carpark at the end of the day


66 Bowral Street Bowral, 2577. Keys in the lock box located to the left of the front doors, code: 239.Cleaning equipment to the right of the front doors.

Sign On

Please check your shift start times, vehicle number and partner details on DARS before your shift. It is expected SMA staff arrive early enough to complete the necessary checks and be prepared for the shift.

Healthshare: Please sign on to the Samsung logis Mobile Data Terminal (MDT) at the start of your shift using your unique personnel ID number. If you have any difficulties signing on please inform the Duty Manager immediately.

Patient Pick Up

When en-route to your patient call the pick-up facility to advise that transport is on it’s way and to confirm that the patient is ready.

 Receive an ISBAR clinical handover from the RN caring for the patient. Follow Clinical Handover Procedures SOP0007. Complete handover form on logis and complete SMA patient safety handover checklist-hardcopy – filled and signed.

Ensure the patient is appropriate for transport stable and within the flags. Call Duty Manager for all specific jobs- bariatric, infusions /transfusions, outside clinical scope, paediatrics etc

 Follow clinical procedures for pick up as relevant for each patient and their condition. Take all paperwork, medications, imaging.

In the event of a multi-load transfer both stretchers should be taken to both wards to ensure that the paramedic is always attending to the patients. Drivers are not to be left with patients unattended under any circumstances.

DURING Transport

 During a patient transport the paramedic is to sit in the attendant seat in the rear of the ambulance.

The paramedic must take routing observations and communicate with the patient where appropriate. It is during this time that the paramedic should review notes and complete paperwork.

In the event of multiple patients being transported, it is the responsibility of the paramedic to ensure that they have eyes on the patient at all times.

Specialty patient transfers

 All specialty patients requiring patient transport must have a comprehensive assessment undertaken by an appropriate clinician to determine that the patient is at low risk of deterioration during transportation. Sitting patients, must be capable and confident to step up three steps into the transport vehicle.

Mental Health/Drug and Alcohol (MHDA) transfers-

Patients deemed as high risk are out of the scope of SMA patient transport. Medium risk patients will require Mental Health Escort, and /or a security escort.

Mental Health Escorts are staff who accompany the patient during transfer to provide specialist heath care to minimise patient distress and/or provide management strategies for responding to patient agitation during transport. This could include nursing, or hospital Security Officers. These escorts will be supplied by the sending facility.

All scheduled mental health patients must have original scheduling orders with them.

Palliative Care transfers-

Part of SMA work is the transfer of patients reaching the end of their lives. This is important work and to be undertaken with thoughtfulness and compassion. Encourage relatives and loved ones to travel with the patient. You must have altered calling criteria and you must have an “end of life” care plan including “Do Not Resuscitate Orders”. If patient passes away enroute firstly call the duty manager and continue to address/receiving facility. The Duty Manager will contact the HUB directly.

Bariatric Patients-

Bariatric Patients are accepted for transport based on weight and girth and may only be transported on the appropriate powered stretcher.

Prior to loading the patient it is essential that thought to the logistics at the destination are considered and that the patient complies with the safe working load of the stretcher (weight capacity).

Declining a Patient for Transport

There are times that the SMA crew may be dispatched to a patient who is not suitable for transfer with SMA and must be declined. This is done by calling the SMA Duty Manager with a full handover so that he/she can then advise the HUB directly.

SMA staff are not authorised to decline transfers for any reason, this is the role of the duty manager on shift. This includes requests for overtime which is not accepted, the crew MUST call the duty manager.

Deterioration of patient

Activate duress on MDT

Treat the Patient

Notify SMA duty manager immediately

Refer to policy Standard Operating Procedure Clinical Escalation SOP0004

Follow SMA clinical protocols and pharmacology

Patient drop off

Provide a clear patient handover to RN/EN, complete patient safety handover checklist using SMA clinical handover process and using ISBAR format -Clinical Handover SOP0007

In the event of a multi-load transfer both stretchers should be taken to both wards to ensure that the paramedic is always attending to the patients.

Drivers are not to be left with patients unattended under any circumstances.

Patient Personal Items

You are responsible for transport of patient belongings, 2 small pieces only secured in the ambulance, if an excessive amount the ward must organise another mode of transport for belongings.

Vehicle maintenance

At the start of shift the ninthbrain vehicle maintenance shortlist must be completed at a minimum.

If vital equipment is missing or not functioning call the duty manager for replacement immediately. A ninthbrain vehicle maintenance long checklist must be completed as time permits.

Car washing locations and how to pay/re-imburse

Newcastle- Gateshead Carwash 10 Oakdale Road Gateshead

Ourimbah- Ourimbah base, 130 Footts Road Ourimbah NSW

Wollongong – Cnr Campbell Street and Flinders St 51-55 Flinders North Wollongong opposite Bunnings
Caringbah – Envirowash Bath Street Kirrawee

Penrith – TBC

Strathfield – IMO Car Wash, 213-219 Parramatta Rd. Strathfield NSW

Bowral – SMA Office, 66 Bowral Street Bowral NSW

Staff are to pay for the washing of vehicles and claim a re-imbursement via the ‘Reimbursement Form’ on NinthBrain. Once complete this will be refunded within 5 business days as part of the next pay run.

Vehicle accident/issues.

Render assistance to injured person’s and Call the SMA duty manager immediately and follow directions.


This Workplace Surveillance Policy is maintained by STATE MEDICAL ASSISTANCE PTY LIMITED ACN 164 973 077 (“we”, “us” and “our”) and relates to the monitoring, collection and use of surveillance records on you performing your duties as an authorized employee, including via access to any Vehicle maintained by us.

We recognize the importance of protecting your privacy and safety at work, in particular information that is capable of identifying an individual (“personal information”) and we are committed to ensuring that we collect and use this personal information only in accordance with the Privacy Act 1988. All other information that is collected through surveillance will be in accordance with the Workplace Surveillance Act 2005 (NSW) and the Surveillance Devices Act 2007 (NSW). This Workplace Surveillance Policy governs the manner in which surveillance of the workplace and our company assets, specifically the Vehicles is conducted. This policy will deal with, including but not limited to notification, collection method, access, use and disclosure of surveillance records which we obtain as part of our business operations.

By accepting employment with us, accessing and using our Vehicles, you agree to and acknowledge the content of this Workplace Surveillance Policy. This Policy does not form part of your employment contract.

We reserve the right, at our discretion, to modify, add to or remove portions of this Workplace Surveillance Policy at any time. We will notify you of any such variations or amendments by publishing the updated Workplace Surveillance Policy via Ninthbrain: https://suite.ninthbrain.com/Logon.aspx?companyId=111389. You should review this Workplace Surveillance Policy periodically so that you are updated on any changes.

1.    Purpose

  • The purpose of the policy is to outline the intended use of surveillance by means of camera, audio and tracking devices. This policy will address the surveillance of the employees carrying out their duties and notice requirements. Surveillance of the workplace is intended to safeguard company equipment, monitor malpractice, act as a deterrence to vandalism or destruction of company property and assist with investigations of allegations of misconduct.
  • The Close Circuit Television cameras have been installed in the Vehicles. A diagram listed at Appendix 1 shows the location and direction of each camera. A separate policy deals with the surveillance of patients, this policy is called Patient Transport Vehicle Surveillance Policy.
  • This policy will be distributed to employees on 28th August 2018 and the commencement date of this policy will be the 12th of September 2018. This will allow for 14 days of notice of workplace surveillance as required by New South Wales legislation.

2.    Notice requirement

  • We will not commence surveillance of employees without previously advising by written notice. Employees will be given 14 days’ notice before surveillance commences.
  • Any changes or the introduction of new surveillance methods will be communicated with employees in writing. A notice will be given to employees that will state the commencement date of the surveillance. We will outline the type of surveillance and how it will be conducted for example, installation of camera and audio surveillance and GPS and speed monitoring surveillance in the Vehicles. We will specify in the notice to employees if the surveillance we are conducting is going to be for a specified period of time or if it is going to be indefinite. Further to this, we will also inform employees if the surveillance will be continuous or intermittent.
  • This policy forms part of the notice requirement for all employees.
  • All new employees will notified of the types of surveillance in the workplace prior to commencing work.

3.    Types of Surveillance

  • We will be primarily conducting four types of surveillance in the Vehicles. The primary types of surveillance is cameras with audio recording, GPS location and speed monitoring. Each Vehicle will be equipped with one internal and two outwards facing CCTV cameras and audio surveillance. This recording will be automatically operated. These Vehicles will equipped with GPS location tracking and speed monitoring surveillance capabilities. At any given time the location and speed of the Vehicles can be monitored to ascertain the whereabouts of the company property and if the employee driving the Vehicle is obeying road speed limits. Camera surveillance will be in accordance with the Workplace Surveillance Act 2005 (NSW). Cameras will be clearly visible in the Vehicles and the Vehicles will be adorned with signs notifying employees of the presence of the cameras. The camera surveillance will be ongoing. Camera 2, which is positioned inside the driver’s cabin, will be the only camera equipped with audio recording capabilities. Whilst Camera 2 is turned on and recording visual image, the audio recording will be switched on.
  • Express or implied consent is required by law to be given by the person whom will be subject to audio recording. Authorised employees who drive the Vehicles and are present in the cabin shall be required to consent to the making of the audio recording. The audio recording is now a mandatory requirement of the operation of these Vehicles.
  • Tracking surveillance and speed monitoring of Vehicles will comply with Surveillance Devices Act 2007 (NSW). Each Vehicle will have notices displayed that will explain the forms of overt surveillance conducted.
  • Express or implied consent is required by law to be given by the person who will be subject to their geographical location being tracked. Authorised employees who drive the Vehicles and are present in the cabin shall be required to consent to the GPS tracking and speed monitor surveillance. The geographical location and speed monitoring surveillance is now a mandatory requirement of the operation of these Vehicles.

4.    Disclosure and access of surveillance records

  • We may use or disclose the surveillance records for purposes authorised under the Workplace Surveillance Act 2005 (NSW) including but not limited to the following circumstances:
    • For a legitimate purpose related to the employment of the of the employee; or
    • For the legitimate business activities or functions of ours, including internal inquiries and investigations of alleged unlawful activities or activities that are alleged to be in breach of any workplace rule, policy or code of conduct or in breach of a person’s duties to us; or
    • At the request by a member or officer of a law enforcement agency for use in connection with the detection, investigation or prosecution of an offence; or
    • Directly or indirectly in relation to civil or criminal proceedings; or
    • Where it is reasonably necessary to avert an imminent threat of serious violence to persons or of substantial damage to property.
  • Employees may request access to the surveillance records if they put their requests in writing and outline the reasons behind the request. The request will be reviewed by Manager – Compliance and Risk and / or CEO. Not all requests to access the recorded surveillance will be permitted, each request will be reviewed on a case by case basis.