After Early Success in Stanislaus County, 911 Nurse Navigation Expands to Merced County

Following a successful launch in neighboring Stanislaus County earlier this year, American Medical Response (AMR), in partnership with the Merced County Emergency Medical Services Agency, is expanding its 911 Nurse Navigation program to Merced County. The Merced County program officially went live today.

As 911 call volumes continue to rise, more people are using the 911 system for medical concerns that aren't life threatening but still may require care. Through 911 Nurse Navigation, eligible callers will be connected to licensed nurses who listens to the callers' concerns, asks important questions, and uses physician-approved guidelines to determine if an alternative setting is appropriate-such as an urgent care center, a nearby clinic, telehealth services, or even care at home.

Since launching in June, Stanislaus County's Nurse Navigation program has helped ensure patients receive the right level of care for their medical needs. In the first five months, more than 1,200 callers have qualified for nurse navigation, with several hundred receiving the care they needed without a trip to the emergency department. By connecting patients to more appropriate care options, the program helps keep ambulances available for life-threatening and critical emergencies.

"We've already seen firsthand in Stanislaus County how Nurse Navigation can help residents get timely healthcare guidance while ensuring emergency resources remain available for the most serious situations," said AMR Regional Director, Daniel Iniguez. "Expanding the program into Merced County allows us to bring that same patient-centered approach to another community facing increasing demands on both healthcare and emergency response systems."

Merced County faces many of the same healthcare access challenges seen throughout the Central Valley. According to the Merced County Department of Public Health, nearly one in four adults report difficulty accessing healthcare services when needed, citing provider shortages and geographic barriers as a challenge in accessing timely care. The 911 Nurse Navigation gives residents another way to reach the right care setting while helping keep ambulances available for critical emergencies.

"Expanding the 911 Nurse Navigation program to Merced County means residents will have greater access to timely, appropriate healthcare, especially in our rural communities," said Merced County Board of Supervisors Chairman, Daron McDaniel. "By connecting callers with licensed nurses who can guide them to the care they need, we can help families avoid unnecessary emergency room visits while keeping ambulances and first responders available for life-threatening emergencies. This program is about making healthcare more accessible, reducing unnecessary burdens on families, and ensuring our emergency resources are there when our residents need them most."

"Access to timely and appropriate medical care is a critical component of community health," said Public Health Director, Dr. Kristynn Sullivan. "The 911 Nurse Navigation program gives residents another safe and reliable pathway to care while helping ensure that emergency medical resources remain available for those who need them most. We are proud to support a system that improves efficiency, reduces strain on first responders, and helps our community get the right level of care at the right time."

How the Program Works
Through 911 Nurse Navigation, dispatchers can connect eligible callers directly with a licensed nurse who uses physician-approved guidelines to recommend a next step. Depending on the caller's condition, that may include an urgent care center, clinic, telehealth visit, self-care at home, or, when needed, an ambulance response. The program gives residents a practical path to care without defaulting every less critical call to the emergency room.

Importantly, 911 Nurse Navigation operates as part of the 911 system. If at any point the caller requests an ambulance, or a nurse determines that a higher level of care is needed, emergency responders can be dispatched. 

"Emergency care doesn't start and end with lights and sirens," said Dr. Gerad Troutman, Global Medical Response associate chief medical officer. "Many emergency department visits can be safely handled in a different care setting. Nurse Navigation modernizes emergency response by matching patients with the right level of care from the very first call." Troutman adds, "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."  

Key Solutions and Benefits:

• EMS Responders More Readily Available for Critical Emergencies: By navigating less critical calls to other care settings, first responders can focus on critical emergencies. 
• Tailored Navigation: Using available community resources, callers are guided to an alternate care setting, and transportation is coordinated when needed. 
• Enhanced Service Experience: Callers receive timely responses and are empowered to make informed decisions about their health. 
• 24/7 Access to Navigators: 911 Nurse Navigators are available around the clock, ensuring callers and emergency medical dispatchers can access the program at any time. 

For more information on the 911 Nurse Navigation program, please visit our website.