A medical emergency can happen to anyone at any time, and knowing how to respond in such circumstances can save lives. For Ukrainians who have recently moved to Edmonton, navigating the emergency medical services system can be particularly challenging due to cultural differences, language barriers, and unfamiliarity with the Canadian healthcare system. Unlike Ukraine, where the emergency care system may operate differently, the Canadian system is well-organized, high-tech, and accessible to all residents, regardless of their immigration status. This article takes a detailed look at all aspects of responding to medical emergencies in Edmonton, including when and how to call for help, what facilities are available, how the triage system works, what rights and coverage Ukrainian evacuees have, and how to get help in Ukrainian.
Understanding the 911 emergency system
911 is the primary emergency number throughout Canada, including Edmonton and Alberta. It is a free, federally regulated service available 24 hours a day, seven days a week, 365 days a year. When you call 911, your call is automatically routed through the 911 network to an emergency response centre, where an operator will determine whether you need police, fire, or ambulance assistance.
It is important to understand when to call 911. You should call 911 when there is an immediate threat to someone's life, health, or safety. For medical emergencies, this includes any major injury or medical shock, severe bleeding, chest pain, loss of consciousness, seizures, or stroke symptoms. If someone is not breathing or has difficulty breathing, this also requires an immediate call to 911.
Other medical emergencies that require a call to 911 include: fractures or broken bones with visible deformity, wounds that require stitches or have uncontrolled bleeding, sudden severe headache or vision problems, or sudden weakness, numbness, and/or tingling in the face, arm, or leg. If you experience persistent, severe chest pain, confusion, difficulty speaking, or dizziness, also call 911.
When you call 911, be prepared to provide specific information to the emergency operator. You will need to provide the city or town and the exact location, the nearest landmark, or the specific address of the emergency. Also provide your name and the phone number you are calling from, and any additional specific details about the emergency, such as the presence of weapons or violence, or the nature of a person's injuries.
The 911 system is for anyone who lives or is visiting Canada. 911 operators only ask about the emergency, and personal medical information is confidential. You do not need any documents or a medical card to call 911. This is very important for Ukrainians who may not have all their documents or are afraid that they will have to pay for help—the 911 system is available to everyone regardless of immigration status or insurance coverage.
Ambulance Service and Paramedics in Alberta
Once you call 911 for a medical emergency, Alberta Health Services or one of 31 contracted emergency medical service operators will send an ambulance to the scene. The emergency medical services system in Alberta handles over 670,000 calls per year, with more than 930 ambulances and 5,000 emergency medical services practitioners providing care across the province.
Canadian paramedics are highly trained and certified professionals. In Alberta, all emergency medical services practitioners are registered with the Alberta College of Paramedics, which regulates the paramedic profession in the province. There are three levels of paramedics: Emergency Medical Responder (EMR), Primary Care Paramedic (PCP), and Advanced Care Paramedic (ACP). All paramedics follow medical protocols when providing care in the public health system.
When an ambulance arrives at the scene, paramedics assess and treat injuries or illnesses, and when further treatment is needed, they transport people to the most appropriate healthcare facility. It is important to understand that paramedics determine which hospital to take you to based on your condition and the availability of specialized care.
For very critical cases, air ambulance services are also available in Alberta. The Shock Trauma Air Rescue Service (STARS) operates from bases in Calgary, Edmonton, and Grand Prairie and provides emergency medical care and transportation for critically ill and injured patients. A STARS helicopter can be ready and airborne approximately 10 minutes after a call is received by the dispatcher. Each STARS mission consists of a minimum of four crew members, including two pilots, a paramedic, and a nurse.
It is important to note that ambulance services in Alberta are not covered by the Alberta Health Care Insurance Plan. However, for Ukrainian evacuees, ambulance services were covered by the Alberta Adult Health Benefits (Ukrainian Evacuee) program. Although the Ukrainian Evacuee Temporary Health Benefits Program ended on March 31, 2025, Ukrainians who are now registered with the Alberta Health Care Insurance Plan should contact Alberta Health Services for coverage of ambulance costs. If you have received an ambulance bill, please contact AHS Finance at 1-855-919-6097 or by email at [email protected].
Emergency Departments in Edmonton
Edmonton has several emergency departments that operate 24 hours a day, seven days a week. These departments are designed for life-threatening situations and provide care for patients with major trauma, cardiac events, injuries, and general medical problems.
The University of Alberta Hospital is located at 8440 112 Street NW, Edmonton, Alberta, T6G 2B7. Phone: 780-407-8822. This facility provides a wide range of medical services, including a 24-hour emergency department.
Stollery Children's Hospital is located in the same Walter C. Mackenzie Health Sciences Centre complex at 8440 112 Street, Edmonton, Alberta, T6G 2B7. Phone: 780-407-3737. Stollery is the only pediatric emergency department in northern Alberta and provides specialized care to children 24 hours a day. It is the best option for children who need emergency medical care, as it employs specialists who specialize in pediatrics.
Royal Alexandra Hospital is located at 10240 Kingsway Avenue, Edmonton, Alberta, T5H 3V9. The hospital's phone number is 780-735-4111. Royal Alexandra Hospital is a large emergency care facility in downtown Edmonton and serves a diverse population of patients from Edmonton, Alberta, the territories, and western Canada. The hospital includes Lois Hole Hospital for Women, C.K. Hui Heart Centre, and Eye Institute of Alberta.
Grey Nuns Community Hospital is located in the Mill Woods neighborhood in southeast Edmonton at 1100 Youville Drive West (3015 62 Street NW), Edmonton, T6L 5X8. Phone: 780-735-7000. Grey Nuns provides a full range of services, including a 24-hour emergency department. The emergency department is open 24 hours a day and has a separate entrance on the east side of the hospital.
Misericordia Community Hospital is located at 16940 87 Avenue, Edmonton, Alberta, T5R 4H5. Phone: 780-735-2000. In November 2023, Misericordia opened a new, state-of-the-art emergency department. The new emergency department is designed to handle up to 60,000 visits per year and offers modern, patient-centered care. Since opening in 2023, 47,000 patient encounters have been documented, which is approximately 7,000 more than the previous year.
Alberta Health Services provides an online tool to check estimated wait times at emergency departments. You can view estimated wait times on the AHS website, although it is important to understand that these times can change quickly and unexpectedly depending on demand. Wait times are based on the average patient and do not reflect wait times for those who are critically ill or injured, or those with minor conditions.
Triage System: Why Some Patients Are Seen First
When you arrive at the emergency department, the first thing that happens is triage. Triage is the process of assessing and classifying patients according to the severity of their condition or illness. In Canada, including Edmonton, the Canadian Triage and Acuity Scale (CTAS) is used.
CTAS was developed specifically for Canadian emergency departments and helps hospital staff assign a level of urgency to patients based on their presenting complaint and the type and severity of their signs and symptoms. The CTAS consists of five categories:
Level 1: Resuscitation — Your life is in immediate danger (cardiac arrest, respiratory arrest, major trauma, etc.). Maximum wait time: immediately.
Level 2: Very urgent — Poses a potential threat to your life, limb integrity, or function (heart attack, stroke, etc.). Maximum wait time: 15 minutes.
Level 3: Urgent — Conditions that could potentially progress to a serious problem requiring emergency intervention. Maximum waiting time: 30 minutes.
Level 4: Less urgent — Conditions associated with patient distress or potential complications that may require urgent intervention. Maximum wait time: 60 minutes.
Level 5: Non-urgent or minor complaint — Conditions that may be acute but are not urgent, as well as conditions that may be part of a chronic problem with periodic flare-ups. Maximum wait time: 120 minutes.
Triage nurses assess how quickly you need to be seen relative to other patients who have already been triaged. This is why someone who arrived after you may be seen before you — their condition is worse and they need more immediate medical attention. The triage system ensures that the sickest patients receive help first.
The triage assessment usually takes less than five minutes. The triage nurse considers several factors: the reason for the visit, medical history, vital signs, and specific questions. These elements help determine the level of risk and clinical priority associated with the patient's condition. It is important to understand that this clinical assessment may change if the patient's condition changes over time.
Health Link 811: When to Call Instead of 911
Not every medical problem requires a call to 911 or a visit to the emergency room. For situations that are not life-threatening but still cause concern, Alberta offers the free Health Link 811 service.
Health Link 811 is a free telephone line, available 24 hours a day, 7 days a week, that connects Albertans with reliable health advice and information. Registered nurses answer your calls, provide advice on symptoms, help you decide if you need urgent care, and connect you to local health resources. It's fast, confidential, and available anytime you need support.
You should call Health Link 811 for non-urgent health questions and medical advice. For example, if you have questions or concerns about addiction or mental health issues, Health Link nurses can provide advice and support on mental health and addiction. If you have questions about symptoms that are not life-threatening but are causing concern, nurses can assess your situation and help determine the best type of care for your individual situation.
Health Link also offers specialized services. There is a New Parents and Newborns line that provides expert postpartum information to parents of infants up to two months old, available 24/7. The Dementia Advice service supports people living with dementia and those who care for them by providing medical advice, education, information about community resources, and emotional support. There are also services from dietitians, rehabilitation specialists, and other health professionals available through Health Link.
Translation services are available for Health Link, making it accessible to Ukrainian-speaking residents of Edmonton. Although you may have to wait a few minutes for an interpreter to be connected, this service ensures that language barriers do not prevent you from getting the medical advice you need.
Mental Health Assistance and Crisis Lines
Mental health emergencies are just as important as physical emergencies, and there are several resources available in Edmonton for those experiencing a mental health crisis. It is important to know when to call 911 for a mental health crisis and when to use specialized mental health crisis lines.
If someone is in immediate danger to themselves or others, call 911. However, for mental health crises that are not immediately life-threatening, there are specialized support lines.
The 988 Suicide Crisis Line is available 24/7 for anyone who is thinking about suicide, experiencing emotional distress and needs someone to talk to, is concerned about someone else who may be in danger, or needs immediate mental health support but is not in physical danger. Simply dial 988 to connect to this service.
Alberta Health Services Addiction & Mental Health Urgent Services is available at 780-424-2424. If you or someone else is experiencing a mental health crisis or you are concerned about someone (for example, you or someone you know is experiencing suicidal thoughts or intentions, anxiety, fear, paranoia, schizophrenia, and other unusual behavior), call this line at any time. You will be connected to mental health professionals who can talk to you or come to help you in person if needed.
The CMHA Edmonton Stress Line is available at 780-482-HELP (4357). Call the Canadian Mental Health Association Edmonton anytime for free, confidential support if you are feeling overwhelmed, stressed, or experiencing an emotional crisis—including mental health issues, suicide, addiction, homelessness, violence, or gender-based violence.
211 Alberta is another valuable resource. Dial 211 or text STUDENT to 211 for a free and confidential service that connects you to the right support on campus or in the community via text, chat, or phone, available 24/7. 211 Alberta helps Albertans find the right resource for any issue they need help with, at the right time.
Poison Information Service
In the event of poisoning or overdose, it is important to know where to turn for help. Canada has launched a nationwide toll-free number, 1-844-POISON-X or 1-844-764-7669, to facilitate access to critical medical advice regarding poisoning.
For Alberta and the Northwest Territories, you can also call 403-944-1414 directly (in Calgary, outside Alberta, or VOIP users) or toll-free 1-800-332-1414 (toll-free in Alberta and the Northwest Territories). The Poison and Drug Information Service (PADIS) provides free, confidential, 24-hour expertise and advice on the health effects of poisons, chemicals, medications, and herbal remedies.
Poison information centers operate 24/7 and are the point of access for healthcare professionals and the public to obtain medical advice on treatment for drug and chemical exposures. Poison centers manage 63% or nearly two-thirds of cases remotely without the need to enter a healthcare facility.
However, if someone is unconscious, not breathing, or having seizures, call 911 immediately. These symptoms indicate a life-threatening emergency that requires immediate on-site medical attention.
Medical interpreters and assistance in Ukrainian
For Ukrainians who are not fluent in English, language barriers can be particularly stressful during a medical emergency. Fortunately, medical interpretation services are available in Edmonton and Alberta.
The Edmonton Immigrant Services Association (EISA) Language Bank provides translation and interpretation services free of charge to eligible clients. EISA provides interpretation in the client's native language to assist with appointments at government and other organizations. You can contact the Language Bank by calling (780) 474-8445 and asking for the Language Bank staff.
Alberta Health Services also has a program to support Ukrainian evacuees. Alberta Health has asked pharmacists and health care facilities to provide support to Ukrainian evacuees, even if they do not have a Personal Health Number (PHN) or medical history. Health care facilities must have access to translation services for those who speak only Ukrainian or Russian.
There are also private certified translation services available. CanTalk offers free immediate telephone services in Ukrainian for individuals or organizations supporting displaced Ukrainians and their families. JR Language Translation Services Canada provides professional Ukrainian interpretation services for multilingual events. Translation Agency of Alberta in Calgary and Edmonton provides certified Ukrainian translation services.
During an emergency, if you arrive at the emergency room and need an interpreter, hospital staff must arrange for a professional medical interpreter for you. Don't be shy about asking for an interpreter—it is your right to receive medical care in a language you understand.
Coverage for Ukrainian evacuees
It is important for Ukrainian evacuees to understand what medical coverage is available in Alberta, especially in the context of emergencies. The Ukrainian Evacuee Temporary Health Benefits Program ended on March 31, 2025. Most Ukrainian evacuees registered with the UETHBP have transitioned to the Alberta Health Care Insurance Plan (AHCIP).
Starting April 1, 2025, new Ukrainian evacuees entering Alberta must meet AHCIP eligibility requirements to qualify for basic public health insurance coverage in the province. Effective April 1, 2025, Ukrainian evacuees must provide their Alberta Personal Health Number (PHN) when receiving health care services.
Evacuees who are registered and/or have applied for the Alberta Evacuee Health Program will not be required to pay out of pocket for medically necessary medical and hospital services and additional benefits provided under this program while they wait to receive their health card in the mail.
For Ukrainian evacuees aged 65 or older, the Alberta government provides premium-free coverage for prescription drugs and other medical benefits under the Coverage for Seniors Program. Ukrainian evacuees aged 65 or older who were registered with the Alberta Health Care Insurance Plan before March 31, 2025, were automatically enrolled in the Coverage for Seniors program on April 1, 2025.
It is important to note that in the event of a genuine medical emergency, emergency rooms must provide you with care regardless of your insurance status. Life and health are always a priority, and medical professionals are required to provide emergency care to anyone who needs it. Questions of payment and insurance are addressed after you have received the necessary medical care.
Urgent Care vs. Emergency Room
Understanding the difference between urgent care and the emergency room can help you make the right choice when a medical problem arises. The main difference between urgent care and emergency rooms is the severity of the health problem.
The emergency room (ER) is for true emergencies and life-threatening conditions. Go directly to the emergency room for: chest pain, difficulty breathing, stroke, head injury, severe bleeding, loss of vision, cardiac arrest, severe burns, broken bones with visible deformity. The emergency room is open 24/7 to help. The emergency room may have a wider range of specialists on call, but they are often busy and prioritize the most serious cases first.
Urgent care centers are well equipped to handle a wide range of urgent but non-life-threatening health problems. Urgent care is appropriate for non-emergency situations such as allergies, headaches, rashes, fevers, minor fractures or sprains, minor cuts that may require stitches, urinary tract infections, and minor burns.
There is also a wait time for treatment. If you go to the emergency department with primary care or even urgent care issues, you will likely wait for hours because the emergency department staff must triage and care for the most serious cases first. On the other hand, visiting an urgent care center will likely allow you to leave more quickly.
Urgent care centers typically operate on a first-come, first-served basis. Alberta Health Services also has Ambulatory Care Centers that provide immediate attention for urgent but non-life-threatening conditions, including sudden illness or injury.
What to do while waiting for emergency services
After you call 911, there may be things you can do to help the person while you wait for emergency services to arrive. The 911 operator may give you instructions over the phone on what to do.
Stay on the line with the 911 operator if they ask you to. The operator may provide vital instructions, such as how to perform CPR (cardiopulmonary resuscitation) or control bleeding. If possible, send someone to meet the ambulance to quickly direct them to the victim.
If the person is unconscious but breathing, place them in the recovery position (on their side) to prevent choking. If the person is not breathing, the 911 operator can teach you how to perform CPR. If there is heavy bleeding, apply direct pressure to the wound with a clean cloth or clothing.
Stay calm and reassure the victim. Your calm demeanor can help reduce their anxiety. Do not give the victim food or drink unless the 911 operator instructs you to do so. Keep the victim warm by covering them with a blanket or clothing, especially if they are in shock.
Planning Ahead for Emergencies
While no one wants to think about medical emergencies, preparing ahead of time can make a huge difference when they happen. There are a few simple steps you can take now to prepare for potential emergencies.
Save important phone numbers in your cell phone, including 911, Health Link 811, Poison Control 1-844-764-7669, Alberta Mental Health Helpline 1-877-303-2642, and Distress Line 780-482-4357. Also save contact information for your loved ones, your family doctor, and any specialists you see regularly.
Prepare a list of your medications, allergies, and medical conditions. Keep this list in your wallet or save it on your phone. This information will be very helpful to paramedics or emergency room doctors in an emergency.
If you have chronic medical conditions such as diabetes, epilepsy, or heart problems, consider wearing a medical ID bracelet or pendant. This can provide vital information to first responders if you are unable to communicate.
Find out where the nearest emergency rooms and urgent care centers are located near your home and work. Knowing where to go in an emergency can save valuable time. Make sure other members of your family also know this information.
If you have children, make sure their schools, daycares, and babysitters have complete contact information for emergencies. Also provide them with a copy of your child's medical information, including allergies and any medications they are taking.
Conclusion
Understanding how to respond to a medical emergency in Edmonton can save lives and reduce stress during an already difficult time. Canada's emergency medical system is one of the best in the world, with well-trained paramedics, modern emergency rooms, and comprehensive support services such as Health Link 811 and specialized crisis lines.
It is important for Ukrainians in Edmonton to remember that medical care is available to everyone, regardless of immigration status or language skills. Do not hesitate to call 911 in a real emergency, even if you are not fluent in English or are concerned about the cost. Life and health are always the top priority, and the system is designed to ensure that everyone receives the help they need.
Save these key numbers in your phone right now: 911 for emergencies, 811 for Health Link, 988 for suicide crisis, 780-424-2424 for mental health crisis, 1-844-764-7669 for Poison Control, and 211 for community resources. Knowing these numbers and understanding when to use them can make all the difference in an emergency.
Remember that the system is here to help you. Canadian healthcare professionals are dedicated to providing the best possible care to every patient, and there are many resources available to support Ukrainian-speaking residents of Edmonton. With the right knowledge and preparation, you can confidently navigate the emergency medical care system and ensure that you and your loved ones receive the help you need when you need it most.