The union representing medical dispatchers in Nova Scotia has highlighted the recurring issue of delays in ambulance response times to emergency calls. Factors contributing to these delays include inadequate staffing, lack of training, and the utilization of outdated maps in the new dispatch system.
Jeff Callaghan, the national director of the Canadian Union of Postal Workers, expressed that incidents like the one in February, where paramedics took 40 minutes to arrive at an urgent call in Halifax, are not uncommon. Callaghan emphasized that such delays occur frequently, even though they may not always come to public attention.
The Serious Incident Response Team (SIRT) report detailed an incident on February 22, where police called for medical assistance during a mental health crisis but faced delays in ambulance arrival. The report highlighted challenges in communication between police and Emergency Health Services (EHS) dispatch systems, exacerbated by the separation of provincial and municipal systems.
Callaghan pointed out that the communication center sometimes faces staffing shortages, leading to calls being queued without dispatching ambulances promptly. He also raised concerns about the effectiveness of the new dispatching system introduced in January 2025, citing issues with outdated maps causing difficulties in locating addresses accurately.
Kevin MacMullin, business manager of the International Union of Operating Engineers Local 727 representing paramedics, echoed concerns about staffing shortages affecting ambulance dispatching. MacMullin emphasized the need for seamless communication between emergency responders and dispatch centers to improve response times.
Emergency Medical Care Inc. (EMC), responsible for managing the dispatch system, stated that efforts are ongoing to enhance communication and response processes. They mentioned hiring over 120 personnel since January and highlighted the system’s AI capabilities for resource deployment recommendations.
Both union representatives stressed the urgency of addressing the systemic issues affecting emergency response services and called for further investigations into the delays witnessed in the February incident. EMC acknowledged the findings of the SIRT report and committed to reviewing and improving response protocols.