Arlington, located approximately 13 miles east of Fort Worth, has implemented a new initiative designed to redirect non-urgent 911 calls to medical professionals rather than dispatching emergency vehicles. The program, which began in May, connects callers with a nurse navigator to help determine the appropriate level of care for their situation.
Under the current system, individuals dialing 911 still speak with a dispatcher who assesses the severity of the emergency. For critical conditions such as strokes or heart attacks, the response remains unchanged, with immediate dispatch of ambulances and first responders. However, for lower-acuity calls, the dispatcher will ask if the caller wishes to be transferred to a nurse navigator. There is no fee for this consultation.
Dr. Gerad Troutman, associate chief medical officer for Global Medical Response, the parent company of Arlington’s EMS provider AMR, explained that many 911 calls are not time-sensitive. The nurse navigator assists callers in identifying the correct next steps for their medical needs. Troutman noted that similar programs have been operational in more than 30 U.S. locations for several years, including Amarillo and Waco in Texas.
Juan Mata, a spokesperson for the Arlington Fire Department, stated that the department hopes the initiative will help manage the steady increase in 911 call volume. The fire department estimates that the program could reduce call volume by 3% to 6%. Mata emphasized that the goal is to alleviate pressure on emergency services by ensuring resources are allocated to those with the most urgent needs.
Troutman highlighted the potential financial benefits of the program for the community. He noted that diverting patients from the emergency department system can save thousands of dollars per case, potentially resulting in millions of dollars in savings across the community. Patients in similar programs elsewhere have reported high satisfaction, rating the service 4.8 out of 5.
