Mobile Integrated Healthcare Practice

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911 Nurse Triage

Date of latest update

September 2014


Fort Worth and 14 suburban cities in north Texas

For More Information Contact

Matt Zavadsky, Director of Healthcare & Community Integration (NEW title!)

Population Served

Patients calling 911 for low/no acuity medical or trauma complaints 1,848 patients enrolled to date

The Need

Many patients call911 for low/no acuity medical complaints

The Goal

Improve the patient’s experience of care, including outcome Improve population health Reduce the cost of care Connect low/no acuity callers get offered navigation to more appropriate, patient centered settings to improve experience, connect with medical home and reduce ambulance transports to ED for calls that could be effectively managed in an alternate setting.

Medical Oversight

EMS Medical Director

Key Partners

Medical Control Authority (Emergency Physician’s Advisory Board (EPAB)) John Peter Smith Health Network Texas Health Resources HCA – Plaza Medical Center Baylor Scott & White – Fort Worth Care Now Medical Clinics Concentra Medical Clinics Federally Qualified Health Center


Specially trained RN in the 911 PSAP RN for case management


Base RN paid for by 4 hospital systems Fee for each call sent to the 911 RN

Plans for Sustainability

Continued fees for base nurse Fee for enrollment (hospitals and other referring sources) Move to capitated arrangement for payers (Cigna-HealthSpring, Amerigroup, Silverback Care Management, etc.)

Technology Used

AMPDS Low Code decision support software EndPoints Referral Director of Services SharePoint EMR

Program Results

~41% of patients transferred to the nurse get a disposition other than an ambulance to the ED 4.7/5 Likert scale patient experience rating 78% of 911 callers with an alternate disposition agree that is how the call should have been handled

Resource Center

Mobile Integrated Healthcare Practice

Funded in part by Medtronic Philanthropy.

Produced in cooperation with the RedFlash Group.