Medical Priority Dispatch System

• Faster response times: Prioritizes the most urgent cases, improving patient outcomes.
• Optimized resource use: Ensures ambulances, fire and police services are deployed effectively.
• Enhanced safety: Reduces the need for lights-and-sirens driving, lowering traffic-related risks.
• Consistent care: Standardized protocols support fairness and equity in emergency responses.

Medical Priority Dispatch System uses a structured protocol system to categorize calls based on severity:

• Priority levels: Calls are assigned a code (e.g., 9-E-1) indicating the urgency and required response.
• Pre-arrival instructions: Dispatchers provide guidance on actions to take before help arrives.
• Real-time support: Continuous communication ensures ongoing assessment and assistance.

911 callers with lower-priority issues such as a broken bone with no bleeding, influenza, badly sprained ankle and other non-urgent problems will still get help, but it may take longer than usual for paramedics to arrive. We know those people may be frustrated with the wait, however, know that if you are waiting it is because Paramedics are assisting someone with a more urgent medical emergency in the community.

This update ensures that anyone facing a life-threatening emergency receives the fastest response and highest level of care available. It helps paramedics reach those in critical need as quickly as possible, giving them the best chance to save a life.
Previously, there was a risk that paramedics could be tied up on non-urgent calls while someone with a more serious emergency was waiting, which could lead to dangerous delays in care.

MPDS is a specialized software tool used by Ministry of Health Ambulance Communications Officers to determine which 911 calls need the most urgent response.

The system prioritizes calls based on how severe the situation is, ensuring that the most critical patients get help first. It has been successfully implemented in places like Toronto, Niagara, Peel and in over 35,000 dispatch centres worldwide across more than 46 countries.

MPDS helps identify:

• Life-threatening emergencies - such as cardiac arrest, breathing problems, severe allergic reactions, or unconsciousness.
• Serious but stable situations - urgent, but not immediately life-threatening.
• Minor injuries or illnesses - that can safely wait for care.

The system is built on decades of medical research and best practices, helping communications officers make informed, consistent decisions.

The introduction of MPDS will bring many advantages to Hamilton Paramedic Service and residents, including:

• Faster response to the most critical situations, improving patient outcomes.
• Fewer lights-and-sirens responses, reducing traffic risks for both paramedics and the public.
• More efficient use of available resources.

Yes, absolutely. Paramedics will still respond to lower-priority concerns like minor fractures, influenza symptoms, or sprains.
However, response times for these calls may be longer when paramedics are focused on urgent, life-threatening cases.
While we understand this can be frustrating, it’s important to know that delays happen because paramedics are busy helping someone who needs immediate care.

If your symptoms change or worsen while waiting, an Ambulance Communications Officer will check in with you.
If your condition suddenly becomes more serious, your call will be re-prioritized and help will be sent sooner.
If things change quickly, call 911 again right away.

When you dial 911, the process involves a few extra questions to better understand your situation. These questions only take a moment and help ensure the right type of response is sent.

You’ll first speak with:

1. A 911 operator – who answers your call and connects you to the right emergency service.
2. An Ambulance Communications Officer – who asks specific questions about your location, symptoms and the nature of the emergency.

It’s important to answer clearly and completely. Providing accurate information helps paramedics arrive prepared and ensures resources are sent appropriately.

Why you may be asked the same questions more than once:

• Different emergency personnel — from dispatchers to firefighters to paramedics — each have specific questions they need to ask to provide proper care.
• Repeating information does not delay the response; it ensures everyone has the details they need to help you quickly and safely.

Sometimes, wait times are longer because paramedics are helping someone with a more urgent, life-threatening emergency.

For example:

• If someone is having trouble breathing or is choking, they will receive immediate care.
• If another call is less urgent, like a broken ankle, paramedics will arrive as soon as they’re free or another team becomes available.

Every call matters and we understand how stressful waiting can be. Hamilton Paramedic Service will get to you as quickly as possible because helping you is always their top priority.

Lower-priority calls are assigned to the most appropriate resource available. If all paramedics are handling higher-priority emergencies, you may need to wait until a team becomes free.

Yes. One of the strengths of MPDS is its flexibility. If a life-threatening emergency occurs, paramedics can be reassigned to that higher-priority call. If this happens, another paramedic unit will be sent to assist you as soon as possible.

No. Hospitals use a triage system to determine the urgency of every patient’s condition, whether they arrived by ambulance or walked in. This ensures that the sickest and most critical patients are treated first.