Changing to the MPDS means patients with life-threatening conditions are better prioritized. This helps paramedics respond to the most critical calls first—giving them the best chance to save lives.

In the past, paramedics were sometimes sent to less urgent calls ahead of more serious ones, which could lead to longer wait times and delays in care. By prioritizing the most urgent cases, we're improving outcomes for patients and making paramedic response more efficient.

Areas already using the MPDS are seeing real improvements. The most urgent calls are given top priority, resulting in better outcomes for patients. MPDS ensures paramedics only drive lights and sirens to the most urgent calls where time is critical. This improves public safety by reducing the risk of traffic related accidents with emergency vehicles. MPDS also ensures resources are available to respond to the most urgent calls by delaying non-life-threatening calls when paramedic resources are in high demand.

When someone calls 9-1-1 for a medical emergency, the Medical Priority Dispatch System helps the dispatcher figure out how serious the situation is and what kind of help is needed.

This system is used around the world and helps identify:

• Life-threatening emergencies, like heart attacks, someone not breathing, or unconsciousness
• Serious but not life-threatening problems, such as broken bones or controlled bleeding
• Minor issues, like small cuts or mild illness

MPDS is based on years of medical research, so dispatchers can make quick, informed decisions to get the right help to people as fast as possible. There is an advisory team which reviews calls with Medical Directors and updates the system if changes are needed.

Absolutely. Non-urgent patients will still receive help. Paramedic resources will be dispatched immediately when demand is low. Non-urgent calls will only be delayed when there is a high demand for paramedics and ambulances. For non-urgent medical calls, patients are safely monitored through regular check-ins with Ambulance Communications Officers. This ongoing communication helps ensure their condition remains stable and allows for a quick response if anything changes.

While you're waiting for help, an Ambulance Communications Officer will check in with you regularly to see how you're doing. If your condition gets worse, they’ll update your call and send help right away. If anything changes suddenly or you feel the patient is getting worse, please call 9-1-1 again immediately.

When you call 911, paramedics are dispatched based on the urgency of each situation. Life-threatening emergencies—like heart attacks, strokes, or severe breathing problems—are prioritized so help can arrive within minutes.

If you're waiting, it means someone nearby is in more critical need of care. For example, if you have a broken bone and another person is struggling to breathe, paramedics will respond to the breathing emergency first.

We know how stressful and painful it can be to wait for help, especially when you or a loved one is in distress. Please know that your call matters. Paramedics are working hard to reach everyone as quickly and safely as possible.

If your condition changes or worsens while waiting, don’t hesitate to call 9-1-1 again to update them of your situation.

Non-urgent calls are only delayed if paramedic resources are in high demand. For non-urgent situations, we’ll send the most appropriate paramedic resource to help you. If paramedics are currently responding to more serious emergencies, the next available and most appropriate paramedic resource will be dispatched to assist you as soon as possible.

When you call 9-1-1 for a medical emergency, dispatchers and paramedics work together to make sure help arrives as quickly and appropriately as possible. A new system called the Medical Priority Dispatch System helps classify medical situations based on specific criteria, so the right resources are sent to the right patients.

To do this effectively, dispatchers may ask more detailed questions than you’re used to. These questions help gather important information about the patient’s condition. Please answer as fully and clearly as you can—missing or incomplete details can affect how your call is prioritized.

Examples of Potentially Life-Threatening Emergencies

If you or someone else is experiencing any of the following symptoms, call 9-1-1 immediately:

• Loss of consciousness
• Sudden confusion, difficulty speaking, or dizziness
• Persistent chest pain or pressure
• Trouble breathing or shortness of breath
• Severe bleeding that won’t stop
• Sudden, severe headache or blurred vision
• Numbness, weakness, or tingling in the face, arms, or legs
• Multiple broken bones

This is not a complete list—if you’re unsure, it’s always best to call.

Examples of Non-Urgent Medical Situations

Some medical issues may not require an immediate emergency response. These include:

• Sprains or minor injuries
• Skin infections or rashes
• Colds, coughs, or seasonal allergies
• Mild burns or sunburns
• Chronic symptoms (e.g., high blood pressure, back pain)
• Stomach aches or minor abrasions

If your situation is assessed as non-urgent, you may receive follow-up calls while waiting for an ambulance. These check-ins help ensure your condition hasn’t worsened. If anything changes, don’t hesitate to call 9-1-1 again—dispatchers will reassess and adjust the response if needed.

When a person is experiencing a medical situation that is non-urgent, they are encouraged to use other resources available in the community, such as:

• Talk to a Pharmacist
• Call 2-1-1 or visit Search - 211 Ontario
• Call 8-1-1 or talk to a Registered Nurse - Health811
• If you are thinking about suicide or worried about someone you know, call or text 9-8-8 toll-free, anytime for support in English and French.
• Book an appointment with your Family Doctor or visit an urgent care or walk-in clinic in your area.

This will enable our Paramedics to respond to life-threatening calls more quickly.

Next Generation 9-1-1(NG911), is a significant upgrade to the traditional 9-1-1 system allowing for technological advancements to improve emergency response. Key updates include enhanced communication, improved location accuracy, interoperability between different agencies, resilience and redundancy and future proofing. This system improves the information the initial 9-1-1 call takers have access to in order to better prepare responders.

MPDS is the new system Ambulance Communications Officers will use to best prioritize medical emergencies and ensure the most critical medical calls receive the paramedic resources required in a timely manner.