When paramedics call Online Medical Consultation (OMC), they may notice a new recorded message before speaking with a physician.

Paramedics calling OMC will hear:
“Thank you for calling OMC. Please stay on the line while we connect you with the physician.”

This new recorded message comes into effect on the OMC telephone line on Wednesday, May 20, 2026, at 08h00. 

What this means

• This message confirms that the call has been received.
• It means a physician is being actively contacted.
• Paramedics do not need to hang up and call back after hearing the message.

If you hear this message, stay on the line. Your call will be answered as soon as a physician becomes available.

Why you might hear a message

OMC's Base Hospital Physicians support paramedics across the Ontario, and at times may be assisting another crew. While the vast majority of calls are answered very quickly, there may occasionally be a brief wait while the telephone system engages another Base Hospital Physician.

"97% of OMC Calls are answered within 7 seconds"

The recorded message is meant to reduce uncertainty during those moments and let paramedics know that the system is working and their call is progressing.

If you experience a problem

If you experience a patch failure, delay, or difficulty connecting:

• Follow existing patch failure procedures.
• Please report the issue using the Patient Safety Incident Report (PSIR) form so that RPPEO can monitor access, identify system issues, and make improvements.
• If the situation raises a patient safety concern or near miss, submitting a PSIR also contributes to review and system learning.

Your reporting helps OMC understand how the service functions in real‑world conditions and strengthens the service over time.

Questions or feedback

If you have questions about this change to Online Medical Consultation, you are encouraged to contact RPPEO at info@RPPEO.ca.

Thank you for your professionalism and for continuing to share feedback that helps improve medical consultation support.