Montreal-area paramedics are raising concerns about the new computer-aided dispatch system (CAD) in their ambulances, citing issues that they believe may jeopardize patient care. Urgences-santé, the ambulance service provider in Montreal and Laval, introduced the new system in May to enhance real-time communication between dispatchers and paramedics on the field.
Several paramedics have reported challenges with the transition, fearing potential delays in reaching patients during emergencies. They have recounted instances where they were dispatched unnecessarily to 911 calls that had already been addressed by other teams or where multiple ambulances were sent to the same incident.
Despite claims from Urgences-santé and the paramedics’ union that no doors have been mistakenly broken down due to the system errors, frontline workers express ongoing frustrations with duplicate calls and system glitches. Union representative Charles Duff Murdoch highlighted concerns about delays caused by double dispatches, emphasizing the need for smoother operations to optimize ambulance responses.
Paramedics have also experienced issues such as the CAD system failing to track ambulance locations via GPS for entire shifts, leading to dispatching challenges. Some paramedics have resorted to backup communication methods like radio or handwritten notes when the system malfunctions, impacting their efficiency in responding to emergency calls.
While Urgences-santé assures that patient care has not been compromised and attributes initial hiccups to system integration, paramedics continue to voice usability issues and inadequate training with the new system. The organization emphasizes ongoing efforts to address technical issues, provide training, and ensure seamless communication with paramedics in the field.
The CAD system overhaul, costing over $6 million to date, is part of a larger initiative to standardize ambulance dispatch programs across Quebec. Urgences-santé remains committed to enhancing the system’s performance and mitigating disruptions through continuous monitoring and collaboration with the software provider.
When contacted for comment, the system developer, EMERES INC, declined to discuss specific customer environments and directed inquiries back to Urgences-santé. Despite challenges, efforts are underway to fine-tune the system and uphold efficient emergency response services for the Montreal community.