Amarillo Enhances 911 Emergency Medical Services with Addition of Innovative Nurse Navigation Program
12.17.2024
The program aims to improve EMS efficiency, reduce healthcare costs, and provide the right level of care for the 911 caller.
The City of Amarillo is taking proactive steps to enhance its 911 emergency response capabilities and better serve its residents with the launch of Nurse Navigation, an innovative initiative developed in partnership with local EMS provider Amarillo Medical Services (AMS) and program pioneer Global Medical Response (GMR), that empowers 911 emergency medical dispatchers to connect callers with the most appropriate care solutions. By improving access to healthcare for patients experiencing non-life-threatening situations, emergency resources are preserved for those patients with critical, time sensitive needs.
“In 2023, 60-70 percent of the Amarillo Fire Department’s 21,961 responses were Emergency Medical Service (EMS) incidents. The Nurse Navigation program represents a critical step forward, enabling AFD and our EMS partner, AMS, to serve and protect our community more effectively and efficiently,” said Amarillo Fire Chief Jason Mays. “By accurately assigning appropriate resources, this program ensures our limited emergency responders—fire trucks and ambulances—are available for true emergencies. Data shows that most medical assistance calls can be competently addressed without an ambulance ride. A system to prioritize high-acuity emergencies strengthens our ability to fulfill our mission of protecting the community.”
The Nurse Navigation program provides 911 dispatchers with a critical new resource: the ability to connect certain callers with experienced nurses who can assess medical needs, provide real-time guidance, and direct individuals to the most appropriate care. This ensures EMS resources are available for potentially life-threatening situations such as heart attacks or strokes while still addressing all callers promptly and effectively.
“Patients call 911 simply looking for a solution to a problem. Nurse Navigation offers the right healthcare solution based on the patient's clinical presentation,” said Dr. Gerad Troutman, National Medical Director at GMR. “Not every 911 call requires an immediate response. This program ensures patients with life-threatening emergencies receive immediate attention, while those with non-life-threatening needs are directed to appropriate, cost-effective care. This approach enhances patient care and optimizes resource allocation across Amarillo's healthcare ecosystem.”
The City of Amarillo’s activation of this program reflects its commitment to a more responsive, equitable, and sustainable emergency care system. The Nurse Navigation program aims to alleviate pressure on EMS teams, reduce unnecessary ER visits, and ensure that every 911 call is met with the right level of care.
How Nurse Navigation Bridges the Gap
The GMR Nurse Navigation program will seamlessly integrate with Amarillo’s 911 system to enhance the efficiency of emergency response. Highly trained dispatchers will assess incoming calls to identify those requiring urgent, time-sensitive care, ensuring ambulances and fire engines are dispatched promptly.
For non-life-threatening situations, callers will be connected to a licensed nurse who will evaluate their condition and guide them to the most appropriate care options. These may include local urgent care facilities, telehealth services, or tailored nursing advice. Additionally, for patients without access to transportation, nurses can arrange pre-paid rides through Lyft at no cost to the patient.
This innovative approach not only ensures that EMS resources and emergency rooms remain available for life threatening emergencies but also helps patients who can be safely treated elsewhere avoid unnecessary expenses by connecting them with more appropriate and cost-effective care solutions.
Key Solutions and Benefits:
Chief Mays adds, “The Nurse Navigation Program is a game changer for Amarillo’s emergency medical response. By focusing our resources on life-threatening emergencies and guiding non-life-threatening callers to appropriate care, we can better serve our community while maximizing the effectiveness of our Fire and EMS teams.”
“In 2023, 60-70 percent of the Amarillo Fire Department’s 21,961 responses were Emergency Medical Service (EMS) incidents. The Nurse Navigation program represents a critical step forward, enabling AFD and our EMS partner, AMS, to serve and protect our community more effectively and efficiently,” said Amarillo Fire Chief Jason Mays. “By accurately assigning appropriate resources, this program ensures our limited emergency responders—fire trucks and ambulances—are available for true emergencies. Data shows that most medical assistance calls can be competently addressed without an ambulance ride. A system to prioritize high-acuity emergencies strengthens our ability to fulfill our mission of protecting the community.”
The Nurse Navigation program provides 911 dispatchers with a critical new resource: the ability to connect certain callers with experienced nurses who can assess medical needs, provide real-time guidance, and direct individuals to the most appropriate care. This ensures EMS resources are available for potentially life-threatening situations such as heart attacks or strokes while still addressing all callers promptly and effectively.
“Patients call 911 simply looking for a solution to a problem. Nurse Navigation offers the right healthcare solution based on the patient's clinical presentation,” said Dr. Gerad Troutman, National Medical Director at GMR. “Not every 911 call requires an immediate response. This program ensures patients with life-threatening emergencies receive immediate attention, while those with non-life-threatening needs are directed to appropriate, cost-effective care. This approach enhances patient care and optimizes resource allocation across Amarillo's healthcare ecosystem.”
The City of Amarillo’s activation of this program reflects its commitment to a more responsive, equitable, and sustainable emergency care system. The Nurse Navigation program aims to alleviate pressure on EMS teams, reduce unnecessary ER visits, and ensure that every 911 call is met with the right level of care.
How Nurse Navigation Bridges the Gap
The GMR Nurse Navigation program will seamlessly integrate with Amarillo’s 911 system to enhance the efficiency of emergency response. Highly trained dispatchers will assess incoming calls to identify those requiring urgent, time-sensitive care, ensuring ambulances and fire engines are dispatched promptly.
For non-life-threatening situations, callers will be connected to a licensed nurse who will evaluate their condition and guide them to the most appropriate care options. These may include local urgent care facilities, telehealth services, or tailored nursing advice. Additionally, for patients without access to transportation, nurses can arrange pre-paid rides through Lyft at no cost to the patient.
This innovative approach not only ensures that EMS resources and emergency rooms remain available for life threatening emergencies but also helps patients who can be safely treated elsewhere avoid unnecessary expenses by connecting them with more appropriate and cost-effective care solutions.
Key Solutions and Benefits:
- EMS Responders More Readily Available for Emergencies: By reducing the number of non-urgent calls, first responders can focus on high-priority emergencies and hospital emergency departments can reduce wait times from overcrowding.
- Lower Healthcare Costs: The program is expected to save both patients and the healthcare system significant costs by diverting non-urgent cases to more appropriate, cost-effective care options.
- Enhanced Patient Experience: Callers receive immediate professional guidance, reducing anxiety and empowering them to make informed decisions about their health.
- Improving Patient Continuity of Care: Patients are connected into the local healthcare ecosystem, including local clinics and providers, helping improve the continuity of care they receive.
- 24/7 Access to Medical Expertise: The program provides round-the-clock support, ensuring residents have access to care any time of the day or night.
Chief Mays adds, “The Nurse Navigation Program is a game changer for Amarillo’s emergency medical response. By focusing our resources on life-threatening emergencies and guiding non-life-threatening callers to appropriate care, we can better serve our community while maximizing the effectiveness of our Fire and EMS teams.”
