Washington County’s EMS system enhances 9-1-1 services with addition of Nurse Navigation program

Washington County Emergency Medical Services (EMS) is announcing the launch of the Nurse Navigation program, which will enhance the county’s 9-1-1 emergency response capabilities to better serve its community members. This is a collaboration among Washington County Consolidated Communications Agency (WCCCA), EMS providers, local fire and Global Medical Response (GMR) – which American Medical Response (AMR) is a part of.

The Nurse Navigation program allows 9-1-1 dispatchers to connect certain callers with nurses who will navigate them to the most appropriate care using medical protocols. This ensures that EMS resources are available for potentially life-threatening situations such as heart attacks or strokes while still addressing all callers promptly and effectively.

“In 2024, Washington County received more than 45,000 emergency medical calls for issues that weren’t life-threatening nor requiring immediate intervention,” said Fire Chief David Downey of Hillsboro Fire and Rescue. “The Nurse Navigation program gives us the tools to get everyone the care they need, devoting specific resources to effectively address different kinds of situations instead of a ‘one size fits all’ approach.”

The activation of this program reflects the County’s commitment to a more responsive, equitable, and sustainable emergency care system.

“Not every 9-1-1 call requires an immediate response. This program helps ensure patients with life-threatening emergencies receive immediate attention, while those with non-life-threatening needs are directed to appropriate, cost-effective care.” said Brian Henricksen, the project integration director at GMR. “This approach enhances patient care and optimizes resource allocation across Washington county’s health care ecosystem.”

How Nurse Navigation Bridges the Gap

GMR’s Nurse Navigation program will seamlessly integrate with Washington County's 9-1-1 system to enhance the efficiency of emergency response. Highly trained 9-1-1 dispatchers at the WCCCA will assess incoming calls to identify those requiring urgent, time-sensitive care, and ensure ambulances and fire resources are dispatched promptly.

Less serious calls that are not time-sensitive emergencies will be transferred to a nurse navigator. From there, the nurse navigator uses evidence-based clinical protocols to screen a patient’s current condition and provides an appropriate resource to meet the patient’s unique healthcare needs. This could be urgent care, an appointment at a Federally Qualified Health Center or virtual care with a physician. In addition, transportation can be arranged for qualified patients.

“The program ensures patients receive the right resource at the right time, in the right setting to achieve the right outcome at the right cost,” said Adrienne Donner, who supervises both the County’s Public Health Emergency Preparedness branch and its EMS program.

This innovative approach not only ensures that EMS resources and emergency rooms remain available for life-threatening emergencies, but it also helps patients avoid unnecessary expenses by connecting them with more appropriate and cost-effective care solutions if they can be safely treated elsewhere.

Key Solutions and Benefits:

• Fire and EMS responders more readily available for emergencies: Reducing the number of non-urgent calls helps first responders focus on high-priority emergencies. As a result, hospital emergency departments can reduce wait times due to overcrowding.
• Lower health care costs: The program is expected to save both patients and the health care system significant costs by diverting non-urgent cases to more appropriate, cost-effective care options.
• Enhanced patient experience: Callers receive immediate professional guidance, reducing anxiety and empowering them to make informed decisions about their health.
• Improved patient continuity of care: Patients are connected to the local health care system, including local clinics and providers, helping improve the continuity of care they receive.
• 24/7 access: The program provides round-the-clock support, ensuring community members have access to a nurse navigator any time of the day or night.

Similar Nurse Navigation programs are in over 30 communities in 14 states nationwide. The programs have positively impacted more than 200,000 callers to date by directing patients to the right care setting. In 2024, the program is estimated to have saved patients, first response agencies, payors and health systems nearly $21 million by avoiding unnecessary responses, ambulance transports and emergency department visits.

“The Nurse Navigation program is another example of how our strong, innovative partnerships continue to benefit Washington County residents. This new opportunity allows us to quickly connect those with concerning but non-urgent medical needs to responsive health care professionals in a cost-effective and equitable manner,” said Washington County Board Chair Kathryn Harrington. “I’m excited that this partnership with WCCCA, GMR and local EMS providers will better support our efforts to impact community health for the better.”

More information is available online at Washington County's Nurse Navigation page.