Paramedics try to cut down on frequent callers

Windsor paramedics will launch a new program that aims to reduce the number of frequent callers to 9-1-1.

An estimated 12,000 people in the region call for medical assistance three or more times a year for lower priority emergencies, explained Essex-Windsor EMS chief Bruce Krauter.

The majority of the calls relate to mental health issues or people with chronic illnesses like diabetes and heart disease. Krauter told CBC News these types of calls tie up resources for three to five hours because paramedics have to wait at the hospital until the patients are accepted into the emergency department.

"It's phenomenal the amount of people that use our services for that," he said. "I'm not saying they shouldn't be calling us — they should — but we're just trying to explore new options, so we can get them the right care at the right time in the right place."

The new program, called the vulnerable patient navigator, will designate four paramedics to visit some of the frequent callers to monitor their conditions. The patients will have to consent to the program, but the regular visits are designed to reduce the number of calls to 9-1-1.

Other cities, like Toronto, Hamilton and Barrie, have seen success with similar programs, Krauter said. In those cities, frequent caller figures decreased by as much as 60 per cent.

Funding for the program will come from Essex County council to the tune of $575,000 for this year. EMS plans to roll it out by June 1.