Santé Québec is exploring the use of artificial intelligence to enhance the Info-Santé 811 telephone line, which provides medical advice to residents. The initiative aims to reduce wait times and improve efficiency in handling calls, according to officials.
AI Integration Plans
The health authority is testing AI-powered tools that could assist nurses in triaging calls more quickly. The system would analyze symptoms reported by callers and suggest possible next steps, such as self-care advice or a referral to a healthcare provider. This technology is intended to complement, not replace, human nurses.
"We want to make sure that people get the right information faster," said a Santé Québec spokesperson. "AI can help us prioritize urgent cases and streamline the process."
Current Challenges
The Info-Santé line handles thousands of calls daily, with peak periods leading to long wait times. In 2025, the service received over 1.5 million calls, with average wait times exceeding 30 minutes during flu season. The AI pilot aims to cut these waits by automating initial symptom assessment.
Nurse Clinician Novashe Zabala, who works at Info-Santé, noted that the technology could free up nurses to focus on complex cases. "It's about using AI to handle the routine questions so we can spend more time on patients who need detailed medical guidance," she said.
Privacy and Ethical Concerns
Santé Québec emphasized that patient data privacy is a priority. The AI system will comply with Quebec's health information protection laws, and all data will be anonymized. Critics, however, have raised concerns about algorithmic bias and the potential for misdiagnosis. The health authority plans to run a controlled trial before any wide-scale deployment.
Future Outlook
If successful, the AI integration could be expanded to other health services in Quebec. The pilot is part of a broader digital health strategy that includes online appointment booking and virtual consultations. No timeline has been set for full implementation.
