Wake County expands Nurse Navigation program to streamline 911 medical responses

Wake County officials highlighted the success of the Nurse Navigation program during a recent government meeting, emphasizing its role in improving emergency response and patient care. Launched in March 2022 as a pilot initiative funded by the American Rescue Plan Act (ARPA), the program has transitioned to ongoing funding through the county's general fund for the fiscal year 2026.

The Nurse Navigation program aims to assist individuals who call 911 with non-life-threatening medical issues, allowing them to speak with a nurse instead of automatically dispatching an ambulance. This approach not only alleviates pressure on emergency services but also provides patients with timely care tailored to their needs. In the past year, the program screened over 6,000 patients, with 43% not requiring ambulance transport. Of those, 21% were able to manage their conditions at home, while others were directed to urgent care or clinics.

The program has proven effective in managing emergency call volumes, reducing the need for ambulance responses by approximately seven calls per day. This translates to the equivalent of nearly a full-time ambulance's worth of calls being handled through the nurse navigation system. The initiative has garnered high satisfaction ratings from patients, with an average score of 96% expressing they were highly satisfied with their interactions with the nurse navigators.

Officials are optimistic about expanding the program further, exploring ways to safely increase the number of patients referred to nurse navigation. This expansion could enhance community health outcomes by providing more accessible care options before resorting to emergency services.

In response to questions about integrating mental health crisis calls, officials clarified that while the 988 crisis line operates separately from the 911 system, individuals in crisis can still access nurse navigation services through 911. The nurse navigators are equipped to manage minor behavioral health emergencies and can connect callers with appropriate resources.

As Wake County continues to refine its emergency response strategies, the Nurse Navigation program stands out as a vital resource, demonstrating a commitment to improving healthcare access and efficiency for residents.