Simcoe County paramedic dispatch overhaul cuts response times to most urgent calls by 21 per cent

Ambulances in Simcoe County are reaching the most urgent, life-threatening calls 21 per cent faster since the county adopted a new priority dispatch system a year ago, county council heard this week.

County of Simcoe Paramedic Services has completed a full-year analysis of its transition to the medical priority dispatch system, or MPDS, a globally recognized tool for triaging emergency calls and deploying resources. Officials say the change has fundamentally reshaped how call priorities are handled.

While overall call volumes have stayed relatively stable, staff reported a significant reduction in shift overtime, more consistent rest periods and improved scheduling. Dispatch precision has also improved, leading to more ambulances being available and faster responses to high-priority calls.

We have been able to collect and analyze data from November to November. We are very pleased to see the result of this new system. The intent by the province with this more sophisticated dispatch system is to get paramedics to calls — urgent, life-threatening calls — more quickly. We are seeing exactly that.

When we drilled into the most urgent, life-threatening calls, we have actually seen a 21 per cent improvement in our response time.

Both quotes come from Jane Sinclair, the county's general manager of health and emergency services, who spoke during the council meeting. Locally, the Georgian Central Ambulance Communications Centre, operated by the Ministry of Health, handles call-taking and dispatch for County of Simcoe Paramedic Services, Beausoleil First Nation Paramedics on Christian Island, Rama First Nation Paramedic Services and York Region Paramedic Services, OrilliaMatters reported.

Mis-triage questions raised

Bradford West Gwillimbury Deputy Mayor Raj Sandhu asked whether the system had ever mis-triaged calls. Sinclair acknowledged it can happen periodically, but said MPDS asks dispatchers more detailed questions, making it far more accurate than what came before.

Sarah Mills, director and chief of paramedic services, said the county closely tracks mid- and lower-priority calls to ensure residents are not waiting long periods for ambulances.

They are as important to us … to make sure all of these calls are serviced in the appropriate timeline so people aren't waiting long times for ambulances.

Rural coverage concerns

Several council members raised concerns about ambulances being pulled away from smaller communities. Adjala-Tosorontio Deputy Mayor Julius Lachs said residents frequently tell him ambulances don't return to rural areas after transporting patients to hospitals such as Royal Victoria Regional Health Centre in Barrie, instead getting caught in a loop around the busy urban centre.

Wasaga Beach Mayor Brian Smith said the switch from codes to colours has been a massive improvement, but he still worries about coverage in smaller municipalities.

The fact smaller municipalities are seeing longer response times, not always but on some occasions, because of this system … that is the only concern I still have. How do we look at ensuring coverage is there for these acute calls? I know we are doing better each and every day, but when it's a purple and red call, seconds and minutes matter.

Sinclair explained ambulances across Ontario are dispatched under the seamless principle, meaning the closest unit responds regardless of municipal boundaries. Behind the scenes, dispatchers constantly reposition other ambulances to fill gaps when a vehicle is pulled to a call, she said, and the county works to place stations and resources to provide the best possible coverage.

Bradford West Gwillimbury Mayor James Leduc asked whether callers are told their assigned priority level. Mills said they are not, but residents are asked to give dispatchers accurate, detailed information — and to call back if a patient's condition changes so the priority can be upgraded.

It's really important for the public to understand that the accuracy of the information they give the dispatcher will help get the resources there more appropriately and in the time required.