Provincewide line helps redirect non-emergency ambulance calls to appropriate care
CALGARY — A provincewide phone service aimed at easing pressure on Alberta’s ambulance system has now handled more than 50,000 non-emergency calls in its first two years of operation.
The EMS-811 Shared Response Line connects 911 callers requesting an ambulance to registered nurses at Health Link 811 if their medical needs are assessed as non-urgent. Nurses then offer advice or direct callers to other community-based healthcare providers, such as family doctors, dentists or pharmacists.
The service follows internationally accepted guidelines to determine whether an ambulance is needed. If not, care is coordinated through Health Link, helping reduce unnecessary emergency department visits and ambulance use.
“Calling for an ambulance can be scary,” said Kimberley Simmonds, CEO of Primary Care Alberta. “This telephone service bridges the wonderful work of EMS and Health Link 811 together to ensure we are utilizing Alberta’s health resources appropriately.”
Of the calls redirected through the service, about one-quarter of patients were advised to care for themselves at home, and roughly one-third were advised to consult a family physician. Others were referred to various healthcare professionals and services in their community.
“Many Albertans call 911 because they don’t know where to seek non-urgent healthcare support,” said Anne MacDonald, interim senior program officer for EMS at Alberta Health Services. “This program frees our ambulances to respond to life-threatening emergencies while ensuring non-emergency 911 callers get the right care at the right time.”
Health officials continue to encourage Albertans with non-urgent concerns to call 811 for health advice and referrals. For emergencies such as chest pain, difficulty breathing or major trauma, residents should call 911.
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