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New Aurora911 Nurse Navigation Program

New Aurora911 Nurse Navigation Program
Posted on 11/08/2022
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Recognizing the costs associated with health care services and the ongoing mission to make 911 response more efficient, the city of Aurora is partnering with Global Medical Response to introduce the Aurora911 Nurse Navigation program. It is a new service designed to quickly and better determine the best level of care response based on a 911 caller's medical needs.

The Aurora911 Nurse Navigation program routes dispatcher-triaged 911 callers who have non-emergent injuries or illnesses to a licensed nurse for assessment. A Colorado-licensed nurse will assess a caller’s symptoms and refer them to the most applicable medical care. The Nurse Navigator may suggest a virtual visit with a board-certified emergency physician, home health recommendations to best meet a patient’s needs, or transport, without an ambulance, to and from a non-emergent local healthcare provider. This individualized communication and care saves time and money for patients. 

“Hospital visits and ambulance rides can be costly, especially for people who cannot afford it and never needed it in the first place. Our partnership with Global Medical Response is valuable because the Aurora911 Nurse Navigation program ensures people with non-emergency health concerns are diverted to the care they need. It also frees first responders to better address high-priority calls and supports our mission to get the right resources to the right place at the right rime, for everyone, every time,” said Aurora911 Director Tina Buneta.

The Aurora911 Nurse Navigation program launched on Oct. 5. In the first weeks of service, 203 cases have been referred, with patients ranging in age from infancy to 96 years old. Of callers who qualify for alternative care, 18.75% resulted in a telehealth visit, and 81.25% resulted in a referral to an alternative care destination such as a clinic or urgent care. A nurse conducts a follow up call with each patient to ensure positive outcomes. Patients are asked to provide feedback on the Nurse Navigation program. On a scale of one to five, patient satisfaction is a 4.6. 

“We’re happy to be working with the city of Aurora on this new Nurse Navigation program,” said Lisa Edmondson, director of Nurse Navigation for Global Medical Response. “Aurora joins communities in 10 other states and the District of Columbia that have integrated Nurse Navigation. And 10 more cities are planned to be going live this year across the country.”

Aurora residents will see no change in the 911 system for life-threatening emergencies. Non-English speakers can still call 911 and have access to Nurse Navigation resources as Aurora911 has translation services. Medical information provided during calls will continue to be considered private patient information.

The program is currently funded through the Nurses in 911 (NI911) Pilot Grant Program by the Colorado State Legislature's SB21-156. There is no additional cost associated with the implementation of this program to the city or community members. 

Boulder, Longmont, and Pueblo are other Colorado municipalities participating in this program.

AuroraTV has a profile on the program: https://www.auroratv.org/video/aurora911-adds-nurse-navigation-system

More information about the Aurora911 Nurse Navigation program is available at AuroraGov.org/NurseNavigation.

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