When 911 Isn't the Only Answer

As healthcare access challenges continue to strain emergency departments and 911 systems across Stanislaus County, American Medical Response (AMR), in partnership with the Stanislaus County EMS Agency, Valley Regional Communications Center (VRCC), and Global Medical Response (GMR), today launched Stanislaus 911 Nurse Navigation. The program is designed to help callers—with less critical medical needs—get the right care at the right time, while keeping ambulances available for life-threatening emergencies.

“Gaps in healthcare access are increasingly showing up as 911 calls. In our county, more than one in three residents can’t find a local provider, and across the Central Valley, hundreds of thousands still struggle to access care. Half of residents report too few providers,” said Daniel Iniguez, regional director for AMR. “Stanislaus 911 Nurse Navigation helps us respond more intelligently by connecting patients to the right care while preserving emergency resources for those who need them most.”

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 safe, practical path to care without defaulting every less critical call to the emergency room.

“Emergency care doesn’t start and end with lights and sirens,” said Dr. Gerad Troutman, GMR 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.”

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.

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.

“Our role is to ensure the 911 system is responsive, effective, and used for the most critical needs,” said Chad Braner, director of the Stanislaus County EMS Agency. “911 Nurse Navigation strengthens the entire system by helping guide less critical patients to the right care—improving access while protecting emergency response capacity.”

Similar nurse navigation programs operate in more than 30 communities across 14 states.