Ottawa paramedic dispatch centre receives international accreditation

An Ottawa Paramedic Service emergency medical dipatcher at work inside the Ottawa Paramedic Service Communications Centre. June 4, 2026. (Peter Szperling/CTV News Ottawa)

The City of Ottawa says the Ottawa Paramedic Service Communications Centre was recognized for attaining the Accredited Centre of Excellence (ACE) designation.

The designation is awarded by the International Academies of Emergency Dispatch and is given to dispatch centres that achieve “the highest level of triage and dispatching, quality assurance and clinical care,” the city says.

“Our emergency medical dispatchers are required to continuously exceed 97 per cent compliance with call taking protocols,” a news release said.

Officials, including Mayor Mark Sutcliffe, emergency and protective services committee chair Coun. Riley Brockington, and Ottawa Paramedic Service Chief Pierre Poirier were on hand Thursday to accept the designation.

“I have the utmost appreciation and admiration for our emergency medical dispatchers, paramedics, and all support staff for achieving this incredible milestone and ensuring Ottawa remains at the forefront of emergency response,” Poirier said. “This achievement is a reflection of your expertise, innovation, and passion for providing exceptional patient care in our community.”

The city credits the introduction of the Medical Priority Dispatch System (MPDS) in 2024 as a “foundational requirement” in achieving the prestigious accreditation. The system is more specific in triaging calls and determining when an ambulance with lights and siren should be dispatched. It replaced a system that had been developed in the 1980s and was criticized for over-triaging 9-1-1 calls.

The city says the change to the MPDS helped to significantly reduce “level zero” events, when no ambulance is available to take a call. New statistics show a nearly 99 per cent drop in the number of level zero instances in the last four years.

“I’m proud of the entire team at Ottawa Paramedic Service for achieving this designation and for the compassion, professionalism, and commitment they show to residents every single day,” Sutcliffe said.

“This recognition confirms what Ottawa residents already know: our paramedic service is among the very best. It reflects a culture of excellence in training, quality assurance, clinical care, and emergency dispatching, and recognizes the expertise and professionalism that our dispatchers bring to every call.”

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The city says the Ottawa Paramedic Service was also recognized for creating and filling 141 new positions across the service since 2022, enhancing service to rural areas with response units dedicated to Kinburn, Richmond, and Metcalfe, and creating a Health and Wellbeing Unit with three permanent employees providing psychological support to staff.

The city is also working toward a new paramedic deployment facility in Barrhaven, which will provide more space for staff, vehicles and equipment and improve response times in the west and south of Ottawa.

“Achieving the Accredited Centre of Excellence designation is a testament to the unwavering commitment and inspiring dedication of everyone in the Ottawa Paramedic Service,” said Brockington. “By embracing innovative tools and global best practices, we’re ensuring that everyone in Ottawa receives the highest level of care and support during their most critical moments.”

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