Several paramedics in the Montreal area have raised concerns about the new computer-aided dispatch system (CAD) in their ambulances, highlighting potential risks to patient care. Urgences-santé, which provides ambulance services in Montreal and Laval, introduced the system in May to connect dispatchers with paramedics on the road in real time, providing crucial patient information and directions.
The transition to the new system has been challenging for some frontline workers, who fear it may impact their response time in emergencies. Some paramedics have reported being dispatched unnecessarily to 911 calls due to system glitches, such as duplicate calls or multiple ambulances being sent to the same incident.
While Urgences-santé and the union representing paramedics deny reports of doors being mistakenly broken down, paramedics express concerns about delays caused by these issues. The union believes that the CAD system is causing significant delays, leading to inefficiencies in ambulance deployment.
Paramedics have also experienced challenges with the system, including failures to capture ambulance locations through GPS, receiving emergency calls while with patients, and system downtime during high call volumes. In such cases, paramedics have resorted to backup methods like handwritten notes and alternative communication channels.
Despite the reported issues, Urgences-santé maintains that patient care has not been compromised and attributes the challenges to the system’s learning curve. They assure that efforts are underway to address the glitches and prevent future incidents.
While some paramedics find the system user-unfriendly and lacking sufficient training, Urgences-santé emphasizes ongoing support, training sessions, and continuous collaboration with the system supplier to resolve technical issues promptly. The organization has backup measures in place to ensure seamless communication and response to emergency calls.
The new CAD system, part of a province-wide initiative to standardize ambulance dispatch programs in Quebec, has incurred costs of over $6 million and requires regular updates and maintenance. Dufresne, an operations supervisor at Urgences-santé, acknowledges the expected glitches with new software and the organization’s proactive approach to addressing them.
CBC contacted EMERES INC, the system developer, for comment, but they declined to discuss customer-specific issues, redirecting inquiries to Urgences-santé. The company had previously secured a contract to develop a CAD system for Montreal police and fire departments.
Efforts to reach Santé Québec for comment were unsuccessful.