Evans: Nurse Navigation Program Saves $7.3 Million in Three Years Redirecting 911 Calls
Officials say the Nurse Navigation program, launched in January 2022, has helped nearly 7,000 911 callers with non–life-threatening conditions find appropriate care, thereby preserving critical emergency resources.
A joint initiative by the City of Rochester and Monroe County to improve emergency services, the program—celebrating its third year anniversary—has generated more than $7.3 million in potential savings from avoided emergency department visits, according to city officials.
Mayor Malik Evans said programs like Nurse Navigation are the future of emergency services. “By guiding patients to the right care—whether it’s urgent care, a virtual visit, or home care—we’re reducing strain on our emergency systems and saving taxpayers money,” Evans said.
Monroe County Executive Adam J. Bello echoed the benefits, noting that nearly 40% of the program’s callers have been directed away from emergency rooms. “This initiative ensures patients get the care they need quickly while keeping emergency resources available for those who truly need them,” Bello said.
The program, which offers clinical guidance for issues such as toothaches, skin problems, fevers, and minor injuries, deploys specially trained nurse navigators who provide personalized advice, referrals, and even no-cost transportation to outpatient clinics and urgent care centers. In some cases, callers are assisted with a pharmacy stop if medications are prescribed.
By redirecting calls that do not require immediate emergency care, the program aims to keep ambulances and emergency rooms available for life-threatening emergencies, a shift in strategy that officials believe is vital for the community’s healthcare system.
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