Columbus is expanding a nurse navigation program that directs eligible 911 callers to non-emergency care while keeping paramedics and ambulances available for higher-priority calls

COLUMBUS, Ohio — Columbus officials are changing how the city handles some medical 911 calls, with nurses expected to help determine whether patients need an ambulance or another level of care.

The new approach is designed to reduce unnecessary ambulance responses and keep paramedics and EMS units available for higher-priority emergencies, WSYX reported.

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Under the new system, some 911 callers with medical concerns will be transferred to a nurse health care navigation line if their condition meets specific clinical criteria.

City officials said more than half of Columbus’ 911 calls in 2024 did not require an EMS response. The nurse line is intended to connect those callers with appropriate non-emergency care while keeping ambulances and paramedics available for life-threatening emergencies.

The city is partnering with Crosswalk to operate the nurse line. Officials said there is no upfront vendor payment, though the city will incur costs to establish protocols and integrate the program with dispatch software.

Officials said promising results from an early test led Columbus to expand the nurse navigation program citywide.

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