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. In some instances, paramedics prepared to forcibly enter a residence found the patient had already been transported to hospital by another team.

The union representing paramedics, Syndical du Préhospitalier, stated the RAO system is causing significant delays. According to the broadcast, paramedics have also reported instances where the system failed to accurately capture ambulance locations via GPS for entire shifts, potentially hindering dispatch decisions.

Urgence Santé acknowledges there have been issues, primarily with old calls resurfacing in the system after its initial launch, but insists there has been no impact on patient care. A spokesperson for Urgence Santé stated that glitches were anticipated and measures are being taken to address them. They also noted the system is designed to accommodate future high-tech features, such as the ability for callers to send videos, photos, and text messages to 911 dispatchers, as well as unify ambulance dispatch programs across the province.

Public documents indicate the unified system aims to improve pre-hospital care through collaboration between dispatch centers and provide a more comprehensive data overview for public service decision-making.

Paramedics have also expressed concerns about the system’s user interface, describing it as crowded and difficult to navigate, particularly when searching for addresses or the status of other emergency services. Urgence Santé maintains that a team is monitoring the system 24/7 and collaborating with the supplier to resolve technical issues.

CBC News reported that ambulance response time data was not readily available and a formal access to information request would be required to obtain it. MRS Inc., the company that developed the system, referred all inquiries to Urgence Santé.