Ottawa·UpdatedAn audit into the Ottawa Paramedic Service has found paramedics face widespread violence but few report it, in part due to concerns that it won’t be taken seriously.Audit found some paramedics doubt complaints will be taken seriouslyListen to this articleEstimated 5 minutesThe audio version of this article is generated by text-to-speech, a technology based on artificial intelligence.An Ottawa Paramedic Service ambulance waits for an emergency call. (Danny Globerman/CBC)An audit into the Ottawa Paramedic Service has found paramedics face widespread violence but few report it, in part due to concerns that it won’t be taken seriously.The office of city Auditor General Nathalie Gougeon administered a survey to Ottawa paramedics and found that every one of those who responded had experienced violence while on the job.Thirty-seven per cent said they face violence or threats of violence while on duty on a monthly basis, while 21 per cent said it happens weekly. Her office sent the survey to more than 450 active paramedics this June and got 128 responses. It also conducted follow-up interviews. Gougeon said the violence “runs the gamut” and could range from threats to spitting to hitting. Ottawa paramedic Chief Pierre Poirier said those are “absolutely regular occurrences.””There are more significant incidents where people have been hit significantly and injured,” he said.The survey found that 82 per cent of respondents said they had experienced violence they did not report.The paramedics gave multiple reasons for failing to report violence, with some saying it’s simply seen as part of the job. Others said the violence was verbal or minor and they didn’t consider reporting necessary.Yet others cited a different reason, telling Gougeon’s office that “there is no visible action from the service once reported.””Paramedics feel like the reports do not go anywhere and there is no obvious outcome, including a perceived lack of action from the Ottawa Police Service,” her report said.’It’s not OK,’ chief saysGougeon’s audit said expectations for reporting violence are not always clear. She found the follow-up procedures are time-consuming and cumbersome, and her report noted a backlog of incidents.Julia Weber, an audit principal who presented the document on Friday, told council’s audit committee that those issues could dampen employee morale and create legal risks for the city.Bay ward Coun. Theresa Kavanagh, a member of the committee, called the findings “very disturbing.””I think we’re all shocked when we hear about violence against someone who’s trying to help someone,” she said.The report recommended that the service revisit and clarify expectations about violence, while leaders should formally commit to actions paramedics can expect.The City of Ottawa’s paramedic Chief Pierre Poirier in a news conference at Montfort Hospital in November 2022. (Jean Delisle/CBC)Ottawa Paramedic Service management accepted that recommendation. During the audit committee meeting, Poirier called violence against paramedics “a significant problem” that isn’t limited to Ottawa.”We’re developing processes internally to document first, to escalate and to involve police services,” he said. “It’s not OK and it’s not part of the job.”He said some of the people lashing out at paramedics may be homeless or face other precarious conditions. He later told media that the cultural barriers to reporting are longstanding and go back to when he was on the road providing care.”My belief was it’s part of the job, and that’s unfortunate, but the level of violence and the occurrence was not what it is today,” he said. “So I think there’s this cultural piece that we’re trying to change.”Shortfalls in handling controlled drugsGougeon’s report found still other gaps at the Ottawa Paramedic Service, especially around how it is managing controlled substances.Paramedics are authorized to carry and administer controlled drugs, a category that includes narcotics such as opioid medications. Poirier told audit committee members that can include morphine and fentanyl.But the report found a lack of oversight, missing documentation and poor access controls.”Overall, these gaps collectively increase the risk of theft, misuse, reputation harm and non-compliance with provincial and internal requirements,” Weber said.Ottawa Auditor General Nathalie Gougeon at a city meeting Feb. 22, 2023. (Jean Delisle/CBC)The service is required to conduct monthly audits and reviews about the use of controlled substances. According to Gougeon’s report, that isn’t happening. She also found multiple gaps in documentation in patient care records when controlled substances were used.She found weak inventory management, including for expired drugs, and said oversight in some areas is limited.Finally, the report found that staff members on leave still had access to the substances, as did personnel that weren’t involved with the management or administration of the drugs.Management accepted her recommendation to review and update policies.Poirier noted that, despite the gaps reported in the audit, it didn’t point to any actual incident of misuse or loss. Gougeon confirmed that to media on Friday.”Our processes are in place, they’re working, but we could do better,” Poirier said.ABOUT THE AUTHORArthur White-Crummey is a reporter at CBC Ottawa. He has previously worked as a reporter in Saskatchewan covering the courts, city hall and the provincial legislature. You can reach him at arthur.white-crummey@cbc.ca.
Every Ottawa paramedic who took survey reports facing violence on the job
