Boston EMS focuses on staff retention and alternative response models to enhance patient care

In the heart of Boston, the city’s public safety department is making strides to enhance its emergency medical services (EMS) amid rising call volumes and evolving community needs. During a recent meeting on the fiscal year 2026 budget, officials highlighted the Boston Public Health Commission's commitment to maintaining a robust EMS system, which is among the busiest in New England.

With a dedicated team of 440 uniformed members and 32 non-uniformed personnel, Boston EMS operates a comprehensive 911 dispatch center and deploys a fleet of ambulances that includes 22 basic life support (BLS) and 5 advanced life support (ALS) units during peak hours. The department is not only focused on responding to emergencies but is also adapting to the increasing demand for services, with plans to boost staffing across all shifts.

The meeting revealed that Boston EMS responded to over 140,000 clinical incidents in 2024, resulting in nearly 94,000 patient transports. A significant portion of these calls involved behavioral health emergencies, prompting the introduction of an alternative response model. This innovative approach pairs EMTs with behavioral health clinicians to provide immediate support and reduce unnecessary emergency room visits. In its first year, this model has already assisted nearly 2,000 patients, demonstrating a proactive effort to connect individuals with the appropriate care.

As National EMS Week approaches, the department is also prioritizing the well-being and professional development of its personnel. With over 86% of the budget allocated to wages and benefits, Boston EMS is investing in its workforce, offering scholarships for EMT training and maintaining a cadet program that serves as a pathway to employment. This commitment to retention and recruitment is crucial, especially as the city faces challenges in attracting new talent to the field.

The meeting underscored the importance of community engagement and the need for continuous improvement in patient care. Boston EMS is not only focused on immediate responses but is also pioneering mobile integrated healthcare initiatives that aim to address the root causes of emergencies, particularly in behavioral health. By collaborating with local medical centers and utilizing telehealth services, the department is working to ensure that patients receive timely and appropriate care.

As Boston navigates the complexities of public health and safety, the dedication of its EMS personnel shines through. With a focus on innovation, community support, and professional growth, the Boston Public Health Commission is poised to meet the challenges of the future while ensuring the safety and well-being of its residents.