911 Nurse Navigation

Additional options for non-life-threatening medical care through the 911 system

It’s estimated that 30% of calls to 911 are for issues that aren’t life-threatening and don’t require an immediate EMS response. In the past, the only tool communities had to help was to dispatch EMS and send the patient to the Emergency Department (ED). This diverted EMS resources from urgent, life-threatening issues and led to higher costs for patients who didn’t require a visit to the ED.

But in the past, the only tool communities had to help was to dispatch EMS and send the patient to the emergency department. This diverted EMS resources from urgent, life-threatening issues and led to higher costs for patients who didn’t require a visit to the ED.

So in 2018, Global Medical Response (GMR) pioneered 911 Nurse Navigation. In communities across the country, GMR’s nurse navigators use evidence-based clinical protocols to screen a patient’s current condition, providing an appropriate resource to meet the patient’s unique healthcare needs, whether that’s dispatching a ride-share to urgent care, an appointment at a Federally Qualified Health Center, or virtual care with a physician on the spot. 

911 Nurse Navigation Outcomes

In 2024, more than 50,000 911 callers from across the country were screened by GMR’s 911 Nurse Navigation program and redirected to more clinically appropriate and cost-effective care options. 

• Every 10 minutes someone called 911 for help and GMR’s expert nurses connected them to healthcare resources best suited for their needs.
• 97% of Nurse Navigation calls resulted in something other than an immediate lights-and-sirens response, saving callers and first responder agencies millions of dollars in ambulance and emergency department fees.

GMR estimates that in 2024, its 911 Nurse Navigation program saved patients, first response agencies, payors and health systems almost $21 million by avoiding unnecessary responses, ambulance transports and ED visits. Additionally, the program contributed at least 81,000-unit hours of capacity back into the EMS system.

Correlation suggests decreased burnout and improved satisfaction when providers are not overly burdened with low acuity calls. Our data shows a positive impact on first responders in Nurse Navigation markets:

• 4.5% increase in field providers who stated they feel like their job is important
• 6.0% increase in field providers who stated they feel like their training and skills are well utilized
• 11.6% increase in field providers who stated they have high job satisfaction