For many Victorians living with serious illness or long-term medical conditions, life can become defined by appointments, hospital stays and clinical routines. But behind every patient is a person with memories, relationships and moments they still long to experience.

St John Ambulance Victoria is changing what patient transport can mean through Special Moments, a compassionate new initiative helping patients safely reconnect with the people, places and experiences that matter most.

Developed by St John’s Non-Emergency Patient Transport (NEPT) team, the program enables eligible patients to attend meaningful personal events, from weddings and family gatherings to visits home, time by the ocean, or simply sharing a meal with loved ones.

At its heart, Special Moments is about dignity, connection and quality of life.

More than transport: caring for Victorians every day

St John Ambulance Victoria provides non-emergency patient transport services across the state, partnering with major hospitals and Ambulance Victoria to deliver safe, professional care for patients living with non-acute or chronic illness and disability.

Every day, St John crews transport patients between homes, hospitals and healthcare providers using specially designed vehicles equipped to support both low-risk and complex transport requirements.

“I had a fall at home and was attended by a St John Ambulance staffed by Karlo and Morgan. I was unable to get up from the floor. They reassured me and checked that I was okay before getting me on to the cushion that lifted me up. They were absolutely fantastic, kind, empathetic and caring. Nothing was too much trouble for them. They were both really nice. They shared the results of all their tests and explained what they meant. They then took me to The Alfred and waited until I was admitted into the short stay unit. Both my husband and I were very grateful for their help.” Says Carmel, patient.

Highly trained Patient Transport Officers staff the fleet, with crews matched to patient acuity levels. All crews are experienced in specialised medical equipment and patient care.

Through this work, staff develop something unique, ongoing relationships with patients.

And it was those relationships that inspired something more.

An idea born from compassion

Patient Transport Officer Debra Shkreli has spent nearly 15 years caring for patients across Victoria. Over time, she began noticing a recurring theme in conversations during journeys.

“We build real connections with our patients,” Debra said. “Some people are in care for months or even years. Sometimes all they want is to see the ocean again, visit home, or be present for an important family moment.”

Staff would occasionally stop briefly at the beach if time allowed, giving patients a chance to feel fresh air and reconnect with the world outside clinical settings.

Those small gestures revealed a larger need.

“We realised these weren’t just stops, they were special moments,” Debra said. “Moments people can’t get back.”

Recognising St John’s unique capability, trained clinical staff, specialised vehicles and strong healthcare partnerships, Debra began advocating for a structured program that could safely make these experiences possible.

Special Moments was born.                  

Filling a gap in end-of-life and long-term care

While wish-based programs exist within the community, many focus primarily on children. Adults living with terminal illness or prolonged medical care often face fragmented systems that make meaningful outings difficult or impossible, which creates some sort of isolation and disconnection from their communities, and navigating healthcare systems can be complex and overwhelming, particularly at end of life. St John staff identified an opportunity to bridge that gap.

Special Moments aims to create a more cohesive and compassionate support pathway for all of those who are faced with this situation across Victoria.

The program, which is still in early stages, provides medically supported transport for individuals with terminal illness or complex health needs, enabling journeys that promote emotional wellbeing, connection and closure during challenging stages of life, and is currently covered by staff, who volunteer their time outside normal duties, to make these journeys possible.

Annie’s unforgettable day

When Debra first met Annie, she immediately sensed the importance of creating something special.

Annie was a vibrant 41-year-old woman living with brain cancer and receiving palliative care. Despite her diagnosis, she remained focused on helping others, contributing to clinical trials and research that could benefit future patients.

After discussions with Annie and her healthcare team, a plan was created: a visit to a family friend’s farm followed by lunch at home surrounded by loved ones.

On the day, Debra and colleague Ana transported Annie to the farm, where three gentle horses greeted her, a moment filled with laughter, emotion and connection.

“The smile on her face was unforgettable,” Debra said. “There were tears, but they were happy tears.”

The journey continued to Annie’s home, where family and friends gathered around her as she rested comfortably on the stretcher in her living room, sharing food, stories and precious time together.

“We were in a situation where we knew that she would lose her battle against cancer. But she was 41. All I wanted was for her to spend her time being as happy as humanely possible. But I couldn't do it by myself. I had so many ideas, but I couldn't execute them alone. Everything I wanted to give Annie just wasn't possible. But then you (Debra) and Ana appeared. You offered something to us; I was so desperate to give her. It didn't feel real. But you delivered on EVERYTHING. It's the most special day of my life because Annie was so loved, so appreciated and so special. And you didn't do it for money; you did it because of your hearts.” Says Casey, Annie’s best friend.

For Debra, the experience confirmed the power of the initiative.

“It was simple, but incredibly meaningful; one last adventure, one last connection, one last moment that mattered.”

A mother at her daughter’s wedding

For 70-year-old stroke patient Glenda, attending her daughter’s wedding seemed impossible.

An inpatient at the Mornington Centre, Glenda had been told mobility and medical challenges would prevent her from being there. But Debra recognised how important the moment was and began advocating for a solution.

With medical clearance and careful planning, Debra and colleague Daryl transported Glenda to Phillip Island for the celebration.

The team decorated the vehicle with ribbons and ensured Glenda’s comfort and dignity throughout the journey.

She sat proudly in the front row beside her husband, embraced her daughter before the ceremony, and shared a dance with family during the reception; moments that would otherwise have been missed.

Daryl reflected on the experience:

“You think, how would I want my own family treated? And you give them that treatment. That day with Glenda was one of those life experiences I’ll never forget. This is why we do it.”

The crews were welcomed into family photos and speeches, becoming part of the celebration, a demonstration of the deep human connection created through the program.

A privilege to give back

For Debra and the many Patient Transport Officers who have already volunteered, Special Moments represents something deeply personal.

“We do this because we care,” she said. “If we can help someone feel like themselves again, even for a few hours, then we’ve done something truly meaningful.”

Through Special Moments, St John Ambulance Victoria is redefining patient transport, not simply moving people between places, but helping create memories that last a lifetime.