The union representing medical dispatchers in Nova Scotia has expressed concerns over the frequency of issues in getting ambulances to emergency calls. According to the union, challenges such as inadequate staffing, training, and the utilization of outdated maps in a new dispatch system have led to delays in emergency response.
Jeff Callaghan, the national director of the Canadian Union of Postal Workers representing Nova Scotia medical dispatchers, highlighted the common occurrence of situations where people call for help but face delays in ambulance arrival. He emphasized that incidents like the one in February in Halifax, which prompted an investigation by Nova Scotia’s police watchdog, the Serious Incident Response Team (SIRT), are not isolated occurrences but happen regularly.
The SIRT report detailed an incident on February 22 when police responding to a mental health crisis call in Halifax faced delays in obtaining medical assistance, ultimately resulting in a man’s death. The report highlighted communication issues between police and Emergency Health Services (EHS) dispatch systems, exacerbated by the separation of the systems as one is provincial and the other municipal. It also noted the implementation of a new dispatch system with AI components.
Callaghan mentioned concerns about staffing shortages at the communications center, where calls sometimes get queued without immediate ambulance dispatch. He emphasized the need for sufficient staff to handle calls promptly and efficiently.
The introduction of a new dispatching system in January 2025 was met with challenges as staff reportedly received minimal training before its implementation. Callaghan pointed out that the system’s reliance on outdated maps has led to difficulties in locating callers and dispatching ambulances accurately.
Kevin MacMullin, the business manager of the International Union of Operating Engineers Local 727 representing Nova Scotia paramedics, echoed concerns about ambulance dispatch delays due to staffing issues and high call volumes. He emphasized the importance of seamless communication between police and EHS dispatch systems to ensure timely responses to emergencies.
Emergency Medical Care Inc. (EMC), the company managing the dispatch system and ambulance services, stated that efforts are underway to enhance communication and response processes following the findings of the SIRT report. The company highlighted recent hiring initiatives to bolster medical personnel in response to service demands.
Overall, stakeholders in the healthcare emergency response sector in Nova Scotia are addressing challenges related to dispatch systems, staffing shortages, and communication protocols to improve emergency response efficiency and prevent delays that could impact patient outcomes.
