The union representing medical dispatchers in Nova Scotia has raised concerns about frequent delays in getting ambulances to emergency calls, citing a recent incident in Halifax where urgent calls from police went unanswered for 40 minutes. According to the union, issues such as inadequate staffing, training, and the use of outdated maps in the dispatch system contribute to delays in emergency response.
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 are not isolated cases but occur regularly. The Serious Incident Response Team (SIRT) report detailed the incident where a man in a mental health crisis in Halifax’s Fairview neighborhood did not receive timely medical assistance despite repeated calls from police.
The report highlighted communication challenges between police and Emergency Health Services (EHS) dispatch systems, as well as the introduction of a new dispatch system with artificial intelligence (AI) components. Callaghan pointed out that staffing shortages at the communications center lead to calls being stacked and prioritized based on perceived urgency, affecting response times.
The introduction of the new dispatch system in January 2025 faced criticism from staff who were inadequately trained on the system, which uses outdated maps causing location identification issues. Despite claims from Emergency Medical Care Inc. (EMC), the system manager, that maps are updated monthly, concerns about delays persist due to communication gaps and low paramedic staffing levels.
Kevin MacMullin, the business manager of the International Union of Operating Engineers Local 727 representing Nova Scotia paramedics, echoed concerns about delayed dispatches due to staffing shortages, high call volumes, and offload delays at hospitals. MacMullin emphasized the need for seamless communication between police and EHS dispatch systems to improve response times.
While EMC stated its commitment to enhancing communication and response processes, concerns regarding the February incident remain unresolved. The company mentioned hiring over 120 personnel since January to address staffing issues. Calls for further investigation into the incident and improvements in dispatching and communication systems have been emphasized by the unions representing medical dispatchers and paramedics in Nova Scotia.