Changes to local 911 system aim to provide ‘right care at the right time’ across southeastern Ontario

Making a 911 call may feel a bit different next month, when paramedic services across southeastern Ontario and the Kingston Central Ambulance Communications Centre implement a new system to handle emergencies more efficiently.

The new system, called the Medical Priority Dispatch System (MPDS), will go into effect on Wednesday, Feb. 5, 2025, and callers should expect to answer new, detailed questions about each patient’s condition, according to a joint media release from Lennox and Addington (L&A) County Paramedic Services and Frontenac Paramedics.

Under the new system, paramedics will respond to urgent and life-threatening cases as quickly as possible, but those who call 911 for less-urgent, non-life-threatening matters should expect longer wait times, the paramedic agencies noted. Callers for less-urgent cases will be supported through regular contact with ambulance communications officers, who will monitor the patient’s condition.

“The new system is a time-tested, scientifically proven, advanced set of technical tools to help paramedics, ambulance communications officers, and emergency department teams ensure that each patient receives the right care at the right time,” said Chris Wicklam, Director of Kingston Central Ambulance Communications Centre (KCACC).

“It increases precision, accuracy, and efficiency in emergency medical response; and it ensures our emergency department colleagues are able to return paramedics to service as quickly as possible after each call.”

Paramedics from Lennox and Addington Paramedic Services, Leeds Grenville Paramedic Service, Lanark County Paramedic Service, Hastings-Quinte Paramedic Services, and Frontenac Paramedics rely on KCACC communications officers to receive 911 medical calls and coordinate paramedic dispatch across southeastern Ontario. 

According to the release, the MPDS system is in use in more than 35,000 ambulance communications centres in at least 46 countries. It is in place in the Toronto, Ottawa, Peel, Halton, York, and Niagara regions, as well as many more jurisdictions in Ontario, and will soon be standard across the province, the local paramedic agencies shared.

MPDS reportedly gets paramedics to the most critical patients as quickly as possible, matches paramedics with specialized skills and equipment to each case, and reduces non-urgent demand pressure on emergency departments. According to the release, it is an evidence-based system that includes measures to ensure patients continue to receive the highest standard of care.

“Paramedics, ambulance communications officers, and emergency department colleagues are here 24-7 for everyone who calls 911,” said Jeff Carss, Chief of Leeds and Grenville Paramedic Services.

“MPDS is just one more way for all of us to further ensure every patient finds the right pathway to the services they need most.”

More information on the Medical Priority Dispatch System (MPDS) can be found on the Frontenac County website.