Quebecers are waiting longer to speak with a nurse through Info-Santé 811 this month, as higher call volumes continue to put pressure on the service, according to Santé Québec.
The average wait time to reach a nurse has risen to 89 minutes in July, up from 53 minutes during the same period last year.
Santé Québec says Info-Santé received 183,693 calls since the beginning of July, an increase of 45,783 compared with the same period in 2025.
The agency says a three-hour wait to speak with a healthcare professional is “indeed very long,” but describes it as an exceptional situation that does not represent the usual experience for callers.
“Typically, wait times average around one hour,” said Santé Québec spokesperson Catherine Brousseau.
She says several factors can contribute to longer delays, including high call volumes, increasingly complex calls requiring more time, clinical assessments, and unpredictable demand.
Brousseau says Santé Québec has been working since last fall to strengthen staffing levels at the 811 call centre and test measures aimed at reducing processing times and better meeting demand.
Despite the delays, the agency continues to encourage Quebecers to contact 811 before going to an emergency department when appropriate. A callback option is also available, allowing callers to avoid staying on the line while waiting for a response.
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