New dispatch system to modernize paramedic response in Waterloo Region

The Region of Waterloo Paramedic Services will launch a new dispatch system Dec. 4 to improve emergency response times. Amanda Modaragamage photo

By Amanda Modaragamage

Starting Dec. 4, calls for paramedic services in Waterloo Region will be triaged and dispatched using a new Medical Priority Dispatch System (MPDS).

The system, already implemented by the ministry of health in several Ontario municipalities including Ottawa and Mississauga, is designed to ensure paramedics are dispatched more quickly to urgent, life-threatening emergencies.

“The implementation of the Medical Priority Dispatch System will equip our paramedic services to continue to modernize the exceptional care they provide to our community, day in and day out,” said Regional Chair Karen Redman.

The change is part of Ontario’s Your Health plan, which aims to ensure people get the right care at the right time and to reduce pressure on hospital emergency departments.

Jason Dippel, public relations and communications specialist with Region of Waterloo Paramedic Services, said the new system will help optimize emergency resources and save lives.

“The nice part with MPDS is that it has international reach, so it’s not just used in one location or one province. It’s used around the world as a dispatch standard,” said Dippel. “One of the main benefits of MPDS is that it has medical oversight, and with this oversight, we’re able to triage higher-priority calls.”

Ambulance communications officers will use the MPDS software-based system to triage 911 calls based on the severity of the medical condition. They have already begun extensive training on the new software.

“Along with training, they’re also being certified as emergency medical dispatchers,” said Dippel. “The extensive training is to bring them up to that standard in preparation for rolling out MPDS in December.”

The system is backed by decades of medical research and evidence, helping dispatchers make accurate and informed decisions.

“There’s going to be a lot more instructions when you call 911,” said Dippel. “Dispatchers will now be able to guide you through first aid and extended CPR steps while we’re responding.”

While patients with non-life-threatening conditions may experience longer wait times when paramedic resources are in high demand, dispatchers will remain in contact to monitor their condition and ensure they can safely wait for care.

“With MPDS, it has built-in limitations that, once we get down to a certain resource count, will hold low-priority calls and keep resources available in case a critical call comes in,” said Dippel. “That way, we can make sure we have the right resources responding to the right call at the right time.”

The implementation follows months of planning, training and coordination with the ministry of health, the Cambridge Central Ambulance Communications Centre and emergency response partners.

Though callers may be asked more questions, Dippel said emergency services will already be dispatched before follow-up questions are asked.

“The main thing we want the public to know is to be patient with the new system,” he said. “Dispatchers will be asking more questions to gain a better understanding of the emergency, so we can prioritize the proper paramedic resource to respond to that call.”

Three public information sessions are scheduled this month:

Wednesday, Nov. 12, 7-8 p.m. at the Southwest Community Library (Kitchener Public Library) meeting room

Monday, Nov. 24, 7:30-8:30 p.m. at the Breslau Community Centre, Empire Room

Tuesday, Nov. 25, 6:30-7:30 p.m. at the Cambridge Centre for the Arts, Toyota Room

For more information, visit www.engagewr.ca/mpds.