Ottawa Paramedic Service Communications Centre receives international accreditation

Earlier today, Thursday, June 4, the Ottawa Paramedic Service Communications Centre was recognized for attaining the Accredited Centre of Excellence (ACE) designation.

The International Academies of Emergency Dispatch sets the global standard in emergency call taking, awarding the ACE designation to emergency communications centres that achieve the highest level of triage and dispatching, quality assurance and clinical care. Our emergency medical dispatchers are required to continuously exceed 97 per cent compliance with call taking protocols.

This designation demonstrates that Ottawa’s medical dispatching service has proven consistent, measurable excellence in training, protocol compliance, and quality assurance. It recognizes emergency medical dispatchers as experts, supporting their growth and decision-making. 

The introduction of the Medical Priority Dispatch System (MPDS), an internationally recognized medical call triage tool, was a foundational requirement in pursuing the ACE designation. With MPDS, emergency medical dispatchers can utilize additional decision-making tools, like clinical triage, which improves the assignment of paramedic resources to the highest priority calls and offers an improved level of patient care.

The priority dispatching capabilities of MPDS combined with collaborative mitigation efforts between local hospitals and the Ottawa Paramedic Service have contributed to fewer instances of Level Zero in Ottawa, resulting in a sustained, four-year reduction of nearly 99 per cent.

The Ottawa Paramedic Service was also recognized for:

• Creating and filling 141 new positions across all branches of the Service during the term of Council.
• Enhancing service to rural areas with three Paramedic Response Units dedicated to Kinburn, Richmond and Metcalfe.
• Creating a Health and Wellbeing Unit with three permanent employees providing psychological support to staff.
• Working towards a new paramedic deployment facility, which will provide more space for staff, vehicles and equipment and improve response times in the west and south of Ottawa.

“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. Behind every emergency call is a dedicated dispatcher providing reassurance, guidance, and life-saving support when it matters most. 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.”

Mayor Mark Sutcliffe

"Achieving the Accredited Centre of Excellence designation is a testament to the unwavering commitment and inspiring dedication of everyone in the Ottawa Paramedic Service. 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.”

Councillor Riley Brockington, Chair of the Emergency Preparedness and Protective Services Committee

"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. This achievement is a reflection of your expertise, innovation, and passion for providing exceptional patient care in our community."

Chief Pierre Poirier, Ottawa Paramedic Service