Several paramedics in the Montreal area have raised concerns about the new computer-aided dispatch system (CAD) in their ambulances, citing issues that they believe are jeopardizing patient safety. Urgences-santé, the ambulance service provider for Montreal and Laval, introduced the new system in May. It allows dispatchers to communicate with paramedics in real-time, providing crucial patient information, addresses, and directions.
Multiple paramedics have reported difficulties with the transition to the new system, expressing worries about potential delays in responding to emergency calls. Some paramedics shared instances where they were dispatched unnecessarily to 911 calls, either due to duplicate entries in the system or multiple ambulances being sent to the same call.
While Urgences-santé and the paramedics’ union have not received reports of doors being mistakenly broken down during responses, paramedics have voiced concerns over the system’s inefficiencies. The union representative, Charles Duff Murdoch, stated that the CAD system’s glitches are causing delays, affecting the prioritization of ambulance resources.
Paramedics have experienced challenges with the CAD’s functionality, including instances where the system failed to capture ambulance locations via GPS for entire shifts. In such cases, paramedics resorted to backup methods like handwritten notes and radio communication with dispatchers.
According to Urgences-santé, the CAD implementation has not compromised patient care, attributing any issues to the learning curve associated with the new system. The organization is continuously working to address glitches and improve system features to prevent duplicate calls and enhance efficiency.
Despite issues reported by paramedics, Urgences-santé remains optimistic about the system’s future performance, emphasizing ongoing training, system monitoring, and collaboration with the system’s supplier to resolve technical issues promptly.
While acknowledging the challenges faced by paramedics with the new system, Urgences-santé’s operations supervisor, Jean-Mari Dufresne, highlighted the necessity of upgrading from the previous outdated system. The organization aims to standardize ambulance dispatch programs across Quebec and is committed to ensuring seamless emergency response operations.
In response to concerns raised by paramedics and the union, Urgences-santé reassured that backup systems are in place to maintain communication during system downtime and prevent missed calls. The organization remains dedicated to enhancing the CAD system’s performance and providing support to paramedics through training and resources.
EMERES INC, the company behind the CAD system, declined to comment on specific customer environments but emphasized their commitment to addressing technical issues in collaboration with Urgences-santé. The company was also awarded a contract to develop a new CAD system for Montreal police and fire departments, demonstrating their expertise in emergency response technology.
Santé Québec did not respond to requests for comment on the matter.