A change in senior management and open consultation with members has all but banished the toxic internal culture, rock-bottom morale and bullying issues which once plagued the troubled ACT ambulance service.
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The ACT government's "blueprint for change" is seen by ambulance service staff as a significant step forward, with the transport union supportive of the changes instigated by the new Chief Officer, Howard Wren, and having a process in which front-line workers have direct input into decision-making.
"Admittedly it has taken a very long time to get there since the toxic early years but we are now finally seeing some really good outcomes and a much more inclusive workplace culture," union spokesman Ben Sweaney said following Minister Mick Gentleman's announcement of the process.
The latest "blueprint" has its origins as far back as March 2015 when a review by consultancy firm O2C, commissioned two years beforehand, was so scathingly critical of the organisation's internal culture that the minister at the time, Joy Burch, refused to release it in full.
Leaked excerpts of the review revealed widespread conflict and distrust within the service, with many workers afraid to speak out for fear of retribution from senior officers.
At the time, Ms Burch claimed there was too much potential for "personal and professional damage" for the review to be released in full.
It was a political bombshell for the government, and a significant driver of reform and much-needed staffing increases.
While the full response took four long years and change of minister, there's confidence among members that the deeply troubled times are now behind the ambulance service.
Mr Gentleman said that 53 additional paramedics and seven new ambulances, plus powered stretchers in front-line vehicles, has been added since 2016.
"Staff are being looked after and this will be an ongoing process," he said.
Mr Sweaney said service's new chief officer, appointed in late 2017, had led the change.
"While we still need a model which better matches demand with supply, we now have a forum where members can openly discuss these things with management ," Mr Sweaney said.
"We can't escape the fact that with the ageing of the Canberra population, demand for ambulance services is running at 8 to 10 per cent behind supply."
