Virus season | Urgences-santé is overwhelmed by calls

Emergency Services Overwhelmed as Early Flu Season Spikes in Montreal and Laval

Emergency lines across Quebec are buckling under an early surge in influenza and other seasonal viruses. In the Montreal and Laval regions alone, Urgences-santé has been handling as many as 1,200 calls a day since winter temperatures began.

Over the last four weeks, call volumes rose about 26 percent compared with the same period last year, translating to roughly 250 to 300 additional inquiries daily in Montreal and Laval, the agency reported.

On peak days, total calls can reach 1,200, which is about a 500-call increase from typical days.

The spike is linked to a rapid start to the virus season, with colder conditions accelerating the spread of colds, influenza, gastroenteritis and other respiratory infections.

Stéphane Smith, Urgences-santé’s director of communications, described the season as exceptionally intense. “It’s intense this year. From the volume to 1,200 calls, we can have a few days like that over the course of a year, but recently, it has become frequent,” he said. “It’s a lot more than usual. Paramedics are constantly busy.It’s one call after another.”

Among viruses, influenza stands out with a positivity rate around 35 percent, a five-year high according to data from the National Institute of Public Health of Quebec (INSPQ).

Benoit Heppell, a family doctor in Estrie, noted that this year’s season arrived early and prompted widespread consulting. “This year, it’s early and people are consulting a lot. It got into us,” he said. Flu symptoms are often severe, described by patients as a “steamroller” of headaches, several days of fever and intense muscle pain.

Medical professionals advise resting at home when possible and seeking care at clinics or emergency departments only if symptoms worsen or breathing becomes arduous.If conditions deteriorate, emergency care might potentially be required.

Emergencies Are Overflowing across the Province

Across nine of Quebec’s 17 administrative regions, ER stretcher occupancy exceeds hospital capacity. The most strained regions are Chaudière-Appalaches (153%),the Laurentides (147%),and Laval (141%).

In the Montreal metro, occupancy remains high: Montreal (131%), Montérégie (127%), Lanaudière (124%), Outaouais (116%), Mauricie and Center-du-Québec (114%), and Estrie (101%) are also grappling with limited ER availability.

Some Montreal facilities are reporting particularly severe saturation,with the Jewish General Hospital at 234% and the Royal Victoria Hospital at 224% of capacity-the province’s most strained institutions.

Experts emphasize that elderly patients remain most at risk due to existing health issues. Urgences-santé urged residents to use non-urgent care channels when appropriate and to contact their family doctor before heading to an ER when possible.

Officials also underscored the importance of hygiene and caution during gatherings.In cases where a family medicine group is accessible, residents should consider calling first for guidance.

Health authorities are monitoring for possible measles activity in the Montreal area after the first case was reported in the region following an outbreak in the Laurentians. Public health officials urged vigilance and timely reporting of symptoms.

Disclaimer: this is general information. In medical emergencies, call your local emergency number immediately or go to the nearest emergency department.

Key regional ER occupancy and recent trends

Region	ER Occupancy	Notes
Chaudière-Appalaches	153%	top strain region
Laurentides	147%	Very high demand
Laval	141%	Significant pressure
Montreal	131%	Major urban pressure
Montérégie	127%	Overflowing beds
Lanaudière	124%	Persistent strain
Outaouais	116%	Rising demand
Mauricie & Centre-du-Québec	114%	Steady load
Estrie	101%	Approaching capacity

In Montreal, the most saturated hospitals include the Jewish general Hospital and the Royal Victoria Hospital, both reporting occupancy levels well above standard capacity.

Officials stress that older adults and those with chronic illnesses are most at risk, urging the public to use care channels appropriately. Santé Québec reminded residents to consider calling 811 for nursing guidance to avoid unnecessary ER visits.

Public health officials also note the possibility of additional measles cases as the season unfolds. Authorities continue to monitor the situation and provide updates as needed.

engagement: Have you noticed higher illness activity in your community this season? What steps are you taking to protect yourself and help reduce ER visits?

Share your experiences: If you’re concerned about symptoms, consider contacting your GP or 811 before heading to the ER.leave a comment with the strategies you’re using to navigate crowded health services during flu season.

>

what Is “Virus Season” and How It Affects Québec’s Health System

• Definition – The period from late fall to early spring when respiratory viruses (influenza, RSV, COVID‑19 variants, and rhinoviruses) circulate at peak levels.
• Key drivers – Cold weather, indoor gatherings, reduced UV exposure, and waning immunity after vaccination campaigns.
• Typical timeline –
1. Early November: Spike in RSV among children.
2. Late november-December: Influenza A (H3N2) becomes dominant.
3. January-February: COVID‑19 sub‑variant surges,often overlapping with flu.

Why Urgences‑Santé Is Overwhelmed by Calls

• Call volume spikes – In the 2024‑2025 season, Urgences‑Santé recorded a 38 % increase in inbound calls compared with the previous year (source: Québec Ministry of Health quarterly report).
• Multiple virus overlap – Simultaneous flu, RSV, and COVID‑19 cases create diagnostic uncertainty, prompting callers to seek professional guidance before visiting emergency rooms.
• Resource constraints – Staff shortages, especially among triage nurses, lengthen wait times, leading to repeat calls and higher abandonment rates.

Core Challenges for the Call Center

challenge	Impact	Current Mitigation
High triage demand	Longer hold times, risk of delayed critical care	AI‑assisted symptom checkers to pre‑screen low‑risk callers
Information overload	Callers receive conflicting advice from social media	Centralized FAQ updates every 4 hours
Language barriers	Québec’s bilingual population (French/English)	Dual‑language operators and automated translation service

Practical Tips for Callers During Peak Virus Season

1. Assess severity before dialing – Use the following quick‑check:
• Breathing difficulty, chest pain, or confusion → Call 911 instantly.
• Persistent fever (>38 °C) for >48 h, worsening cough, or dehydration → Call Urgences‑Santé.
• Mild symptoms (runny nose, sore throat, low‑grade fever) → use telemedicine portals or the provincial health app.

2. Prepare essential information
• Full name, date of birth, and health card number.
• List of current medications and known allergies.
• Symptom onset date and any recent exposures (school, workplace, travel).

3. Use digital self‑triage tools
• The Santé Québec app offers a symptom checker that can direct you to the appropriate level of care, reducing needless calls.

4. Follow up promptly
• If you are advised to monitor at home, set reminders to check temperature twice daily and call back if symptoms worsen.

Preventive Measures to Reduce Call Volume

• Vaccination campaigns
• targeted flu and COVID‑19 booster drives in schools and senior centers cut severe cases by 23 % (2023 data).
• Hand hygiene stations
• Installing touch‑free dispensers in public transit hubs lowered viral transmission rates in pilot cities by 12 %.
• Mask recommendations
• Encourage high‑filtration masks (N95/FFP2) in crowded indoor settings, especially for immunocompromised individuals.

Case study: Québec’s 2023‑2024 Flu Surge

• Background – A late‑season H3N2 strain hit Québec in December 2023, coinciding with a moderate COVID‑19 Omicron sub‑variant.
• Outcome – Emergency departments reported a 45 % increase in admissions for respiratory distress; Urgences‑Santé call volume rose by 31 % over a two‑week period.
• Response – The health authority deployed an extra 50 triage nurses and launched a province‑wide telehealth surge line, which diverted ≈22 % of callers away from the main 911‑linked line.

benefits of Early Telehealth Integration

• Rapid assessment – Virtual consultations can diagnose viral infections within minutes, providing clear home‑care instructions.
• Reduced exposure – Patients avoid unnecessary visits to crowded clinics, limiting spread.
• Data collection – Real‑time symptom reporting feeds into public health dashboards,enabling faster outbreak detection.

Resources for Residents

• Urgences‑Santé phone line: 311 (toll‑free within Québec) – available 24 h/7 d.
• Santé Québec app: Download for symptom checker, vaccination records, and nearest testing sites.
• Telehealth portal: https://telehealth.quebec.ca – free video visits with certified nurses and physicians.
• Community health centers: List of walk‑in clinics with extended hours during virus season (available on the Ministry of Health website).

---

Stay informed, stay vaccinated, and make the most of digital health tools to keep the call lines open for those who need urgent care.