National Award for Emergency Response and Healthcare Award Recipient, Twizel Medical Centre

On 18 July 2024, our small community faced an event that many of us will not forget. In freezing temperatures, dense fog, and black ice, two buses carrying children were involved in separate crashes just outside of Twizel. From the moment the call came in, we knew this was not going to be a routine response.

Information was limited in those first moments, but it was clear there were multiple patients and challenging conditions. Our team mobilised immediately through the PRIME response, some heading out to the roadside, while others remained at Twizel Medical Centre to carry on with the day-to-day tasks. In a remote rural setting, you learn to act quickly and make decisions with what you have, and that early mobilisation was critical.

At the scene, the conditions were some of the most challenging we could face. Poor visibility, black ice, and sub-zero temperatures made access difficult and added risk for both patients and responders. Managing care across two separate crash sites stretched resources, and the absence of a 24-hour ambulance service added another layer of pressure.

One of the unexpected challenges was the language barrier. Many of the children involved were from China, which made assessment, reassurance, and communication more complex. In those moments, our team relied on calm presence, simple communication, and compassion to ensure the children felt safe and cared for.

Back at Twizel Medical Centre, a different kind of challenge was unfolding. Our team was not expecting the volume of patients with minor to moderate injuries arriving in such a short space of time.

The clinic quickly filled, and staff had to rapidly triage, prioritise, and reorganise the space to safely manage the influx. It was busy, at times overwhelming, and certainly not a perfect scenario, but everyone adapted and worked together to provide the best care possible.

What made the biggest difference on the day was teamwork. The PRIME model enabled us to deliver early care at the scene, bridging the gap until patients could be transported. Coordination between our team, ambulance services, police, and fire crews was seamless, built on strong relationships and clear communication.

Our volunteer Twizel Fire Brigade and Hato Hone St John crews were exceptional. Their professionalism, calmness, and commitment in such difficult conditions cannot be overstated. In a rural community like ours, these volunteers are essential, and this recognition belongs just as much to them as it does to us.

Inside the medical centre, our small team worked tirelessly behind the scenes, receiving patients, continuing assessments, providing treatment, and ensuring everyone was cared for. That response within the clinic was just as critical as what was happening at the roadside.

When reflecting on the day, what stands out most is not that everything went perfectly, it didn’t. It was a stressful and demanding situation, and like any significant event, it highlighted areas where we can improve. Since then, we have taken time to reflect honestly, identify gaps, and strengthen our processes. Learning is one of the most important outcomes, helping ensure we are even better prepared in the future.

Recently, I had the privilege of accepting a National Award for Emergency Response & Healthcare on behalf of our team. It was a real humble moment, because this award represents the collective effort of many, our clinical & admin staff, volunteer emergency services, and the wider community who supported us. It is not about one person or one team, but about what can be achieved when everyone works together.

This recognition means a great deal for Twizel Medical Centre. It highlights the strength, adaptability, and capability of rural healthcare teams, who often manage complex situations with limited resources.

It also reinforces the importance of ongoing, sustainable funding for rural healthcare services, the PRIME model, and volunteer emergency responders. These services are vital to ensuring communities like ours continue to receive timely, high-quality care when it is needed most.

More than anything, this experience reminded us just how much people matter, our patients, our team, and the wider community who stand alongside us. It was a day that challenged us, stretched us, and stayed with us. We are incredibly proud of the care that was given, but also honest about the lessons we have taken forward. This recognition is not just about what was done on the day, but about the people behind it, the quiet strength, the compassion, and the willingness to step forward when it mattered most. It belongs to every person who played a part, and it reinforces why this work, and this community, means so much to all of us.