More than 50,000 calls have been made to Alberta’s EMS-811 Shared Response Line since it launched two years ago, Alberta Health Services said Wednesday.
The provincewide service follows formal criteria to assess emergency calls, redirecting some 9-1-1 callers to Health Link 811 registered nurses when an ambulance is not dispatched. Alberta Health Services says the program helps keep ambulances available for life-threatening emergencies.
“This telephone service bridges the wonderful work of EMS and Health Link 811 together to ensure we are utilizing Alberta’s health resources appropriately,” said Kimberley Simmonds, CEO of Primary Care Alberta.
“Calling for an ambulance can be scary. The teams work together to ensure the patient receives the right care in the moment – and in the future.”
The triage system follows internationally accepted guidelines to assess the seriousness of each call. When criteria for ambulance dispatch are not met, callers are redirected to Health Link 811.
Among redirected calls, about one-quarter of patients were advised to care for themselves at home, and about one-third were advised to see a family physician. Others were directed to community providers including dentists, pharmacists and public health nurses.
“Many Albertans call 911 and request an ambulance because they don’t know where to seek non-urgent healthcare support, advice or guidance,” said Anne MacDonald, interim senior program officer for EMS with Alberta Health Services.
“Transferring these 911 callers to registered nurses at Health Link 811 ensures Albertans are connected to the right care that they need.”
AHS said the service helps avoid unnecessary ambulance dispatches and emergency department visits. Albertans with non-urgent health concerns are encouraged to call 811 for advice and referrals.
Primary Care Alberta, which supports the program, describes itself as a made-in-Alberta solution to improve access to primary care through coordinated service delivery.
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