The union representing medical dispatchers in Nova Scotia has raised concerns about the frequency of issues related to delayed ambulance responses to emergency calls. According to the union, factors such as insufficient staffing, inadequate training, and the use of outdated maps in a new dispatch system contribute to delays in emergency services. Jeff Callaghan, the national director of the Canadian Union of Postal Workers representing Nova Scotia medical dispatchers, emphasized that incidents like the one in February in Halifax, where paramedics took 40 minutes to arrive at an urgent call, are not isolated occurrences but happen regularly.
Referring to a recent report by Nova Scotia’s police watchdog, the Serious Incident Response Team (SIRT), Callaghan highlighted the challenges faced by dispatchers and emergency responders. The SIRT report detailed an incident on Feb. 22 in Halifax’s Fairview neighborhood, where a man in a mental health crisis did not receive timely medical assistance despite repeated calls for help from police. It was revealed that no paramedics had been assigned to the call until an EHS supervisor was located and dispatched by a police officer, leading to a significant delay in response time.
The delays outlined in the SIRT report underscored issues with communication between police and EHS dispatch systems, exacerbated by the separation of the systems at the provincial and municipal levels. The implementation of a new dispatch system with an artificial intelligence component also posed challenges, as reported by the union.
Callaghan expressed concerns about staffing shortages in the communications center and the practice of calls being queued or prioritized based on perceived urgency, leading to potential delays in dispatching ambulances. He highlighted the lack of adequate training for staff on the new dispatch system, particularly regarding the use of outdated maps that hinder accurate location identification.
Similarly, Kevin MacMullin, the business manager of the International Union of Operating Engineers Local 727 representing Nova Scotia paramedics, acknowledged that ambulance dispatches could be delayed due to staffing issues, high call volumes, or other priority calls. MacMullin emphasized the need for seamless communication between emergency response agencies to improve overall response times.
While the company managing the dispatch system, Emergency Medical Care Inc. (EMC), stated that efforts are being made to enhance communication and response processes, concerns remain over the effectiveness of the new system and the adequacy of staffing levels. Calls for further investigation into the February incident and ongoing efforts to address communication challenges between emergency services were emphasized by union representatives.
In response to the reported delays, EMC noted that over 120 new hires have been made for medical communications officers, paramedics, and emergency medical responders since January. Efforts to review and improve response protocols and address the findings of the SIRT report were also highlighted by the company.
Overall, the concerns raised by the union and stakeholders underscore the need for comprehensive measures to address staffing issues, enhance training programs, and improve communication systems to ensure timely and effective emergency responses in Nova Scotia.