By Stephanie Gardiner, Alicia Wood and Glenda Kwek
The triple-0 operator who dealt with a caller trying to summon help for the victim of the bikie brawl murder at Sydney Aiport lost her patience, a tape of the call released by the court reveals.
She told the caller, an airport worker who was calm but anxious, to calm down as the caller tried to report how the brawl victim, Anthony Zervas, who had been bludgeoned, was receiving CPR.
Flashback ... the scene at the airport on the day of the brawl.
"Is the patient conscious?," the triple-0 operator asked the exasperated caller.
"If they're doing CPR I'd say not," came the reply (the full transcript is at the end of this article).
The killing of Mr Zervas in March 2009 came two months before a coroner delivered a withering verdict on how triple-0 staff sometimes dealt with emergency calls.
In May 2009, Deputy State Coroner Carl Milovanovich recommended a complete review of the triple-0 service in the inquest into the death of a Sydney teenager.
David Iredale, 17, died of dehydration in 2006 after calling the ambulance service five times from his mobile while lost in the Blue Mountains National Park.
In his recommendation, Mr Milovanovich said: "This inquest has identified that, in all the calls made by David Iredale to the Ambulance Service, there was a lack of empathy and call takers lacked the skills or ability to elicit and effectively record vital information.
"The preoccupation with a regimented system resulted in the loss of a window of opportunity that may have resulted in a different outcome."
David told various ambulance service operators his location 15 times, and the operators repeatedly asked him for a street address even though he made it clear he was lost in the bush without water.
Former premier Nathan Rees accepted the recommendation when it was handed down.
The NSW Ambulance said in a statement the emergency service underwent a ''major improvement program'' in 2010 - a year after the 2009 call regarding the Sydney Airport brawl - that included new training programs for taking and dispatching calls and dedicated trainers and training for staff at its control centres.
Tell me, just listen, no I won't go faster, I'm going as fast as I can. What is the problem there? Tell me exactly what's going on
The changes were rolled out over 10 months and included ''clear and consistent business rules and protocols and procedures'', ''a model for coaching and performance feedback'', better communications functions, the use of a booking system to reduce the number of calls relayed to the control centres and separate management of non-emergency calls.
Operator: Ambulance Emergency, what suburb are we coming to?
Airport employee: Coming to Mascot Sydney, it's the airport, Sydney Airport.
Operator: What domestic or international?
Airport employee: It's domestic and it's the Qantas domestic terminal three, terminal three.
Operator: Qantas domestic and it's terminal three is it?
Airport employee: On the departure level.
Operator: One moment, one moment. Is that Keith Smith or Vickers Avenue?
Airport employee: Shiers Avenue, Shiers ...
Operator: Shiers Avenue is it? Located on ...
Airport employee: On the departure level ...
Operator: Departures level?
Airport employee: Yes.
Operator: OK then, one moment please. And it's Qantas domestic. [typing] Qantas? And it's enter via Shiers. Phone number you're calling from?
Airport employee: Look this a really, you need to get somebody.
Operator: I understand that madam I'm organising.
Airport employee: Look, sorry (phone number). I can see them doing CPR.
Operator: All right then, OK, just calm down. I'm organising the ambulance as I'm speaking to you.
Airport employee: Well go faster.
Operator: Tell me, just listen, no I won't go faster, I'm going as fast as I can. What is the problem there? Tell me exactly what's going on.
Airport employee: Bleeding profusely and they're doing CPR.
Operator: All right. What happened could you tell me what's happened?
Airport employee: I don't ... a brawl is all I know is a brawl.
Operator: A brawl?
Airport employee: Yes.
Operator: And is it just the one person that's injured.
Airport employee: I don't know, I don't know.
Operator: All right listen. Just calm down.
Airport employee: Please, we have a CPR.
Operator: OK. I understand that but I need to know what's going on.
Airport employee: I can't tell you any more. I'm in a control room, I've only got visual on a camera.
Operator: OK, all right listen for one moment. There's one person unconscious.
Airport employee: Have you got an ambulance on the way please?
Operator: Yes I have. Is it one person that's unconscious?
Airport employee: I can only tell you about one person.
Operator: Well, can you just listen?
Airport employee: I can't give you any more detail.
Operator: Can you just ... All right, can you just hear me out?
Airport employee: I've only got cameras.
Operator: Can you just hear me out. How old is the person approximately?
Airport employee: I can't tell you.
Operator: All right.
Airport employee: I'm on camera, I'm looking on a camera situation on a remote viewing.
Operator: Can you just listen for one moment please?
Airport employee: All I can see.
Operator: Is it a male or female?
Airport employee: I don't know.
Operator: You don't know. Is the patient conscious?
Airport employee: If they are doing CPR, I would say not.
Operator: You would say not, so is the patient not breathing either? Not breathing either?
Airport employee: Oh gee, I'm not going to answer these silly questions. If they're doing CPR it means they're in a lot of trouble.
Operator: I understand that. So you don't know what happened?
Airport employee: Thank you.
Operator: All right then, no, before you go I want yo to verify your phone number and the address we're coming to.
Airport employee: [phone number] and my name's [gives name] and please hurry.
Operator: And I want you to verify ...
Airport employee: Shiers Avenue. Shiers Avenue. Terminal three. Qantas domestic. On the upper level. Thank you.