A new ambulance dispatch system implemented in Quebec is facing criticism from paramedics who claim it is causing delays and posing risks to patient care, according to a CBC News broadcast.

Paramedics, who CBC agreed not to name due to contractual restrictions, reported issues such as duplicate emergency calls, ambulances being dispatched to incidents already handled by other teams, and confusion regarding patient locations. Some paramedics reported these problems continued into the fall.

Two paramedics described situations where they prepared to forcibly enter a residence due to a lack of response, only to discover another team had already transported the patient to hospital. However, both Urgence Santé and the union representing paramedics stated they have no reports of unnecessary forced entries.

The union, Syndical du Préhospitalier, believes the RAO system is currently causing significant delays. They cite numerous reports from paramedics detailing the issues. Urgence Santé acknowledges there have been glitches, primarily with duplicate calls resurfacing in the system, but maintains there has been no impact on patient care.

Specific concerns raised include the system’s GPS functionality, with reports that ambulance locations were not accurately displayed for entire shifts. Urgence Santé denies any issues with the GPS system, stating dispatchers consider multiple factors when assigning ambulances, including call priority and paramedic location.

Paramedics also described the system as user-unfriendly, requiring extensive scrolling to find addresses or the status of other emergency services. Urgence Santé stated a team is monitoring the system 24/7 and collaborating with the supplier to address technical issues.

The province is aiming to unify ambulance dispatch programs across Quebec, with the new system laying the groundwork for future high-tech features, such as the ability to receive videos, photos, and text messages via 911.

CBC News requested ambulance response time data but was told an access to information request would be necessary. MRS Inc., the system’s developer, referred all inquiries to Urgence Santé.