The labor union representing medical dispatchers in Nova Scotia has raised concerns about the frequency of issues related to ambulance response times in emergency situations. According to the union, challenges such as inadequate staffing, insufficient training, and the use of outdated maps in the dispatch system have led to delays in emergency response. The national director of the Canadian Union of Postal Workers, Jeff Callaghan, emphasized that incidents where ambulances fail to arrive promptly after urgent calls are not uncommon.
The concerns were highlighted following an incident in Halifax in February, where a man in a mental health crisis did not receive timely medical assistance despite repeated calls for help. The Serious Incident Response Team (SIRT) report detailed the events, indicating that there were delays in dispatching paramedics to the scene. The report also pointed out communication issues between police and Emergency Health Services (EHS) dispatch systems, which operate separately.
Callaghan acknowledged that staffing shortages at the communications center play a role in delays, with calls sometimes getting stacked in a queue before being dispatched. The introduction of a new dispatch system in January 2025 raised additional challenges, as staff had limited training on the system and faced difficulties with outdated maps that hindered accurate location identification.
Kevin MacMullin, representing Nova Scotia paramedics, echoed concerns about staffing issues affecting ambulance dispatches. He emphasized the need for seamless communication between emergency responders to improve response times in critical situations. While acknowledging the need for an investigation into the February incident, MacMullin also highlighted the importance of efficient information relay between police and EHS dispatch systems.
Emergency Medical Care Inc. (EMC), responsible for managing the dispatch system, stated that efforts are underway to enhance communication and response processes. The company mentioned ongoing recruitment efforts to bolster staff numbers and improve emergency response capabilities in Nova Scotia.