MONTEREY COUNTY — Monterey County has launched a new 911 Nurse Navigation program designed to help residents with less critical medical needs access appropriate care while preserving emergency resources for life-threatening situations.
The program, announced June 1, is a partnership between the Monterey County Emergency Medical Services (EMS), American Medical Response (AMR) and Global Medical Response (GMR).
“Monterey County’s 911 needs are changing, and we have a responsibility to adapt,” said Debra Hopgood, acting EMS agency director and bureau chief. “By integrating 911 Nurse Navigation, dispatch agencies can better balance demand across the EMS system, connect patients to the right level of care, and keep emergency ambulances available for the most critical calls.”
Under the program, 911 callers with non-life-threatening medical concerns may be connected with a registered nurse who uses physician-approved guidelines to determine whether an alternative care setting may be appropriate. Depending on the situation, callers may be directed to an urgent care center, clinic, telehealth service or home-based care.
If transportation is needed, nurses can help arrange a ride suited to the caller’s clinical circumstances. County officials emphasized that the program remains fully integrated within the 911 system. Ambulances can still be dispatched at any time if requested by the caller or if a nurse determines a higher level of care is necessary.
“Emergency care doesn’t start and end with lights and sirens anymore,” said GMR Associate Chief Medical Officer Dr. Gerad Troutman. “We know that more than half of hospital emergency department visits could have safely been handled a different way, and we see that reality reflected every day in 911 call volume. If we want a healthier, more resilient emergency care system, we have to evolve. 911 Nurse Navigation is an important part of that solution — and one the industry needs right now.”
County officials said the program is intended to improve ambulance availability for critical emergencies, guide callers to appropriate community health resources, enhance the patient experience and provide around-the-clock access to nurse navigators.
Similar programs are operating in more than 30 communities across 14 states, serving more than 19 million residents and supporting more than 250,000 callers, according to the county.
More information about the program is available at tinyurl.com/911NurseMC.
