Medical call processing

A 9-1-1 call to request an ambulance is treated by the Centre de communication santé Chaudière-Appalaches. The ambulance call taker maintains contact with the caller while a dispatcher routes the medical resources to the intervention site. This parallel work allows for a prompt and efficient intervention. While the resources are being notified by the dispatcher, the call taker proceeds with the MPDS (Medical Priority Dispatch System) response questionnaire in order to determine a call priority code. This system, established provincewide, contains all the possible scenarios and the procedures related to them. In addition to optimizing each emergency intervention and supplying precise instructions to the caller, the MPDS reduces the risks of onsite responders by supplying all the required information to make strategic and documented maneuvers. 


Ambulance service dispatch


CAUCA’s cutting-edge equipment allows prompt and accurate response. Computer-aided dispatch (CAD) assists the distribution of calls and is programmed according to the manner of response and the type of emergency. The CAD system is very effective as it determines the protocol to follow thus reducing response times.

Within seconds, the dispatcher is in contact with ambulance services and ensures the progression of emergency response. The call centre is equipped with workstations that can handle disasters that generate multiple calls simultaneously. If it becomes necessary, the dispatcher also has the responsibility of contacting hospitals to notify them of arriving ambulances.

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Photos: Patrick Guay, Photographer

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