A B.C. family called 911 for an ambulance. A recorded message told them to try again.

Nearly two years after the health minister announced an overhaul of British Columbia’s Emergency Health Services, delays for dispatch and ambulance service continue and an upsetting message greets some callers to 911.

Nearly two years after the health minister announced an overhaul of British Columbia’s Emergency Health Services, delays for dispatch and ambulance service continue and an upsetting message greets some callers to 911. 

Throughout the course of the pandemic, provincial statistics show that calls for emergent and critical medical attention have grown, and while the government has poured millions of dollars into B.C. Emergency Health Services, those seeking help from paramedics can still find themselves waiting on hold after calling the emergency line.

“There was just nothing and about two minutes went by and all of a sudden this message came on and it was a recorded message that said, ‘If this is an emergency, please hang up and dial 911 again,’” said Doug Bigg, describing what happened after he called 911 and was routed to the ambulance service Sunday night. 

He told CTV News his 23-year-old daughter had lost hearing and vision as she started sweating profusely, collapsing as she tried to walk out of a Cloverdale restaurant for some fresh air. He called twice, after following the instructions to hang up and call again the first time. He estimates at least 10 minutes passed before he was put through to a dispatcher.

“We were feeling helpless because we couldn’t do anything for her and we’re waiting and waiting and waiting for an ambulance to show up – that didn’t,” said Biggs, explaining a family member took his daughter to hospital after waiting more than half an hour. “It was a disgusting experience…I’m waiting to talk to someone and the message, they said to call back.”

The chief operating officer for BCEHS said according to their records, the patient was conscious with numb hands by the time their dispatcher was involved.

“We triaged it through our call-taking system and was identified as a low acuity call. We had an ambulance en route to attend,” said Neil Lilley. “I would encourage anyone who has to wait and has a difficult time with a call, especially this family, to reach out to EHS directly and we'd be happy to do a fulsome investigation.”