The Amarillo 911 Nurse Navigation Program enhances emergency response by connecting callers with the most appropriate care for non-life-threatening situations. Partnering with Amarillo Medical Services and Global Medical Response, this initiative allows 911 dispatchers to transfer eligible callers to licensed nurses who evaluate symptoms and provide alternative care options, such as urgent care, telehealth, or self-care at home.
- CONTACT INFORMATION
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Non-Emergency
806-378-9360 -
Emergency
9-1-1 -
Fire Administration
310 S Van Buren
Amarillo, Texas 79101
Amarillo 911 Nurse Navigator Program
The City of Amarillo is taking proactive steps to enhance its 911 emergency response capabilities and better serve its residents with the launch of 911 Nurse Navigation, an innovative initiative developed in partnership with local EMS provider Amarillo Medical Services and program pioneer Global Medical Response, that empowers 911 emergency medical dispatchers to connect callers with the most appropriate care solutions.
Nurse Navigator Program FAQS
What is the Amarillo 911 Nurse Navigation Program?
For non-life-threatening situations, callers will be connected to a licensed nurse who will evaluate their condition and guide them to the most appropriate care options. These may include local urgent care facilities, telehealth services or self-care at home. Additionally, for patients without access to transportation, nurses can arrange pre-paid rides through Lyft at no cost to the patient.
Will EMS providers still respond and transport me to a hospital if I call 911?
If your condition is an urgent, life-threatening or potentially life-threatening emergency, the 911 center will dispatch EMS first responders who will assess your symptoms and may transport you to the hospital directly.
If your condition does not appear to be a high priority medical emergency, you may be offered the opportunity to be transferred to the Amarillo 911 Nurse Navigation Program, and the Nurse Navigators will assess your symptoms and determine the most appropriate medical care for your condition, which may still require a visit to a hospital, or may best be treated through other options.
How will it be determined whether I will be transferred to the Amarillo 911 Nurse Navigation Program?
The 911 operator will review your symptoms by using industry best practice medical protocols and questions to thoroughly evaluate your medical needs. The results of that protocol-driven evaluation of your specific condition will determine if your case is eligible for a Nurse Navigation referral. If so, the 911 center will offer you the option of being connected to the nurse instead of immediately dispatching first responders.
Additionally, when EMS first responders evaluate you in person, they may also determine that your healthcare needs could be best met by use of the 911 Nurse Navigation service. In this case, they will offer to connect you to the 911 Nurse Navigation center for additional assessment and care options instead of being transported to a hospital by an ambulance.
How will a determination be made about which medical clinic I will be referred to?
The Nurse Navigator will connect you to the most appropriate level of care available, taking into account your existing primary care provider (if any), the location where you last received care, your location, the time of day and the availability of healthcare providers. Additionally, if you have a preferred provider network through your insurance, the Nurse Navigator will look for in-network options. If you do not have insurance, the Nurse Navigator will help identify options for low cost care.
Will the nurse schedule a clinic appointment for me at the medical clinic at a predetermined time? Will the staff know when I arrive and why?
Each clinic has walk-in appointments that will be available for Amarillo 911 Nurse Navigation Program patients. The Nurse Navigator will provide you the location that is available to see you and will assist with transportation via ride share services, if needed. The clinic has access to a portal with some of the information needed, however expect a normal registration process upon arrival.
What happens if the nurse at the Amarillo 911 Nurse Navigation Program determines that my condition warrants transport to a hospital emergency department?
Nurse Navigators with the Amarillo 911 Nurse Navigation Program should only receive calls that would typically be best handled in a non-emergency healthcare environment as opposed to a hospital emergency room setting. However, if the Nurse Navigator determines that your condition is of an urgent or emergency nature that should best be treated at a hospital or that you should be assessed by EMS first responders, we will arrange an EMS unit to you.
What are the qualifications of the Nurse Navigators?
The Nurse Navigators are licensed nurses by the State of Texas and have professional experience in emergency nursing. They are also specially trained in the use of the protocols that guide care in 911 Nurse Navigation.
If I talk to the nurse and still want to be transported to the hospital by ambulance, what happens then?
Every resident continues to have the right to have an ambulance respond to their 911 call as long as resources are available. The 911 Nurse Navigation program suggests alternative options which may be better matched for your specific needs and likely available at a lower cost. However, this program will not withhold an ambulance response if one is requested.