Norfolk County to implement enhanced 9-1-1 medical dispatch system

Beginning November 5, 2025, Norfolk County residents will see improvements to emergency medical response as the Ontario Ministry of Health’s Hamilton Central Ambulance Communication Centre introduces the Medical Priority Dispatch System (MPDS). 

MPDS is used by more than 35,000 ambulance communication centres worldwide and is already in place in Ottawa, Peel, Halton, York, Niagara, Toronto and other regions. In Norfolk County, ambulance 9-1-1 dispatching is provided through the Ontario Ministry of Health’s Hamilton Central Ambulance Communication Centre, which also serves Hamilton, Six Nations, Brant/Brantford and Haldimand County. 

Assessing urgency

 When calling 9-1-1 for a medical emergency, dispatchers will ask more detailed questions about the patient’s condition to help determine the level of urgency. This process allows paramedics with the right skills and equipment to be matched to each situation. 

Non-urgent calls 

While urgent and life-threatening calls will continue to receive immediate attention, patients with less critical needs may experience longer wait times during high call volume, ensuring paramedics remain available for those who need immediate critical care. Dispatchers will remain in contact with callers to monitor any changes in condition and ensure appropriate care is provided. 
 
MPDS helps reduce strain on emergency services and improves coordination of paramedic resources. Data from other regions shows benefits such as reduced hospital offload delays and decreased overtime for paramedic staff. 

Norfolk County is committed to delivering safe, timely, and effective emergency medical services. The implementation of MPDS supports this goal by ensuring that those in greatest need receive care first. 

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