Partnership with Global Medical Response provides the right care at the right time at the right place
By Staff Reports
Residents in Morgan Hill, San Martin and Gilroy who call the 911 emergency hotline for medical assistance but do not need in-person response are now able to access an innovative new Nurse Navigator Program that connects them to a medical professional specially trained to triage callers to the correct services.
The new system — which began operating Nov. 13 — will not slowdown 911 response to life-threatening situations medical or otherwise; initial calls will still be picked up by 911 dispatchers who can immediately direct medical, police, or fire response to the scene as needed.
However, if the dispatcher determines the call is not an emergency that requires such a response, the caller can be further assisted by the Nurse Navigator and the dispatcher (and emergency resources) can again be ready for the next incoming call.
“We want to reassure the public that this does not in any way hinder the delivery of life-saving help to those in need,” said Dr. Kenneth Miller, medical director of the County’s Emergency Medical Services Agency. “It does, however, offer additional options and pathways for callers who can be better served by resources available at a lower level of urgency.”
That could be a referral to a health clinic or urgent care center – the Nurse Navigator can direct the caller and advise the clinic to expect a drop-in patient, and schedule transportation if necessary. Or the Nurse Navigator can connect a caller directly to a telehealth physician who can provide care online and prescribe medication if necessary.
Options are based on the caller’s description of their symptoms, taking into consideration each individual’s healthcare situation to determine the most appropriate path for treatment. The Nurse Navigator service does not require the caller to have medical insurance, and there is no cost to the caller to participate.
The pilot program – which may eventually be expanded to other parts of the county – is a partnership between the County and Global Medical Response, which is contracted to provide 911 ambulance services for the county. GMR provides the trained navigators for the program.
“A caller not needing ambulance response will be presented with more innovative and thoughtful avenues toward treatment, from a licensed nurse with professional experience, specially trained for telephone triage,” said Darryl McClanahan, regional director of GMR. “Oftentimes the solution can be an option that’s closer to home, where medical treatment can be sought and received faster than through a visit to a hospital emergency department.”
Residents are asked to continue to seek medical help for nonemergency situations such as a cold, a minor cut or routine medical matters through their medical provider – calling 911 should still be reserved for life-threatening situations.
With the launch of the Nurse Navigator Program, the County of Santa Clara joins 30 other cities and counties across the nation in integrating such a navigator into the 911 system. The navigator system has demonstrated success in alleviating strain on EMS and healthcare systems while ensuring that high- and low-acuity calls reach the most appropriate level of care. Santa Clara County is the first in the Northern California to implement the Nurse Navigator Program with Global Medical Response.
For more information on the Nurse Navigator Program, visit https://ems.santaclaracounty.gov/911-nurse-navigation.
