Several paramedics in the Montreal area are expressing concerns over the new computer-aided dispatch system (CAD) in their ambulances, citing issues that they believe may jeopardize patient safety. Urgences-santé, the provider of ambulance services in Montreal and Laval, introduced the new system in May, aiming to enhance communication between dispatchers and paramedics in real-time.
According to feedback from frontline workers, the transition to the new system has been challenging, potentially impacting response times during emergencies. Some paramedics shared experiences of being dispatched unnecessarily to 911 calls, either due to duplicate entries in the system or multiple ambulances being sent to the same incident.
While Urgences-santé and the paramedics’ union deny reports of doors being wrongly forced open in response to duplicate calls, concerns persist among the paramedics. The union representative, Charles Duff Murdoch, expressed worries about delays caused by the system glitches, pointing out that sending ambulances multiple times to the same call can hinder responses to other emergencies.
Despite assurances from Urgences-santé that patient care has not been affected by the CAD implementation, paramedics raised issues such as the system failing to capture ambulance locations via GPS and receiving emergency calls when unavailable. Instances of the CAD system being down for entire shifts have also been reported, leading paramedics to resort to backup communication methods like radio and handwritten notes.
Paramedics highlighted the lack of user-friendliness in the system, stating that they often struggle to navigate the interface swiftly while on the move. Many also expressed the need for more comprehensive training to effectively utilize the new system.
While acknowledging the challenges faced, Urgences-santé emphasized that the CAD system is continually evolving to address issues like duplicate calls and improve overall efficiency. The organization assured that backup systems are in place to prevent missed calls and that efforts are ongoing to enhance communication and training for paramedics.
The introduction of the new CAD system is part of a broader initiative to standardize ambulance dispatch programs across Quebec. Despite initial glitches, Urgences-santé remains committed to optimizing the system’s performance and ensuring seamless emergency response operations.
