Several paramedics in the Montreal area have raised concerns about the new computer-aided dispatch system (CAD) in their ambulances, citing issues that could potentially jeopardize patient safety. Urgences-santé, the ambulance service provider for Montreal and Laval, implemented the new system in May to streamline communication between dispatchers and paramedics on the field in real-time.
According to feedback from frontline workers, the transition to the new system has been challenging, potentially impacting response times during emergencies. Paramedics have reported instances where they were dispatched unnecessarily to 911 calls due to system glitches, including duplicate calls and multiple ambulances being sent to the same incident.
While Urgences-santé and the paramedics’ union deny reports of doors being mistakenly broken down, concerns persist among paramedics regarding the system’s functionality. The union representative, Charles Duff Murdoch, expressed worries about significant delays caused by the CAD system, emphasizing the need to address these issues promptly to prevent disruptions in emergency services.
Despite assurances from Urgences-santé that patient care has not been compromised by the new system, paramedics highlight ongoing challenges, such as difficulties in locating ambulances via GPS, instances of receiving emergency calls while already engaged with patients, and system outages requiring reliance on backup communication methods.
Acknowledging the system’s evolving nature, Urgences-santé aims to rectify these issues and enhance features to prevent duplicate calls and streamline operations. While some paramedics find the system complex and lacking sufficient training, efforts are being made to address these concerns through ongoing training sessions and updates.
The implementation of the CAD system is part of a broader initiative to standardize ambulance dispatch programs across Quebec, with Urgences-santé investing in regular updates and maintenance to ensure system efficiency. Despite initial challenges, the organization remains committed to improving the system and collaborating with stakeholders to address technical issues promptly.
While the company responsible for the system development declined to comment on specific issues, Urgences-santé emphasizes continuous monitoring and support to ensure seamless operation. With ongoing efforts to enhance the CAD system, paramedics and stakeholders are hopeful that improvements will be made to address existing challenges and optimize emergency response services.