AMR and Rochester, NY County Launch Nurse Navigation Program


Program will provide residents access with greater care options to meet specific medical needs.
Mayor Malik D. Evans and Monroe County Executive Adam J. Bello, in collaboration with American Medical Response (AMR), today announced the launch of the Rochester/Monroe County Nurse Navigation program to help city and county residents and visitors quickly reach the most appropriate level of care when calling 9-1-1. The Nurse Navigation program provides greater access to a wider variety of care options to meet callers’ specific needs, which may include a virtual visit with a physician.

The program is designed to increase the availability of emergency response personnel to respond to life-threatening emergencies and reduce emergency department overcrowding. Calls to 9-1-1 for specific, non-life threatening injuries or illnesses will be routed to a New York-licensed nurse. The nurse will assess the caller’s symptoms and facilitate the most appropriate further medical care that could include a virtual visit with an emergency physician or nurse, instructions on self-care, or transport to a local healthcare provider, including clinics, urgent care centers, or if needed, a hospital emergency department.

The Nurse Navigation program is designed to alleviate pressure on EMS systems and hospitals while educating communities on the appropriate use of 9-1-1 so that each of the integrated systems can function more efficiently. It will free up the availability of ambulances throughout the city and county, so more ambulances, EMTs and paramedics are available to respond to life-threatening emergencies. Nurse Navigation is also expected to help reduce Emergency Department overcrowding and improve timeliness of care for people needing medical treatment in our community.

Nurse Navigation enables fire and EMS agencies to better focus on providing timely, appropriate and quality patient care while controlling costs, improving outcomes, and reducing reliance on hospital emergency departments for primary healthcare.

“Nurse Navigation is proven to work in other cities and one of our primary roles is to provide our citizens with high-quality municipal government services,” said Mayor Evans. “This project is an excellent example of a public-private collaboration that will improve quality of life. It delivers an innovative solution to some of the issues we’re seeing around staffing shortages and emergency room overcrowding. I’m grateful to County Executive Bello, AMR and all of our community’s first responders, telecommunicators, dispatchers and health care providers for their contributions in keeping Rochester’s citizens safe and healthy.”

“The Nurse Navigation Program will modernize our community’s emergency medical response and also help alleviate the strain on local ambulance crews and hospitals at a time when COVID-19 continues to spread,” said Monroe County Executive Adam Bello. “Thank you to all our first responders who work tirelessly to help our residents.”

“We are proud of our long-term partnership with Rochester and Monroe County to help people get the right care at the right time, and we are excited to leverage our national expertise and integrated health care solutions to expand access to care, improve patient experience and increase population health throughout the region,” said Tim Frost, Regional Director for Global Medical Response, the parent company to AMR. “The program will allow us to better serve area residents by ensuring that callers with lower acuity complaints are presented with more innovative paths to treatment that are often closer to home, where medical treatment can be received faster than a visit to a hospital emergency department.”

AMR and Rochester, NY County Launch Nurse Navigation Program