Council hears RightSite telehealth plan for 911 calls; rollout planned for fall

East Point officials on Aug. 18 heard from RightSite, a private telehealth company that partners with fire departments to offer virtual assessments and social-navigation services for non-emergency 911 calls.

Deputy Chief William Tate introduced Chip Rawls from RightSite and told the council the company would be an additional option for crews responding to lower-acuity calls. Rawls said RightSite connects patients with an emergency-room physician and a nonclinical navigator by video while on scene with a fire crew; the program aims to reduce unnecessary ambulance transports and preserve ambulance unit hours for high-acuity calls. RightSite said it has operated more than 20,000 activations nationally and reported a field-release time of about nine minutes in successful cases.

RightSite representatives said the service costs nothing to the city or to patients out of pocket; when patients have insurance RightSite said it bills the insurer, and a company foundation covers care for uninsured patients. The company said it partners with Uber Health and Lyft Health for nonambulatory transportation when needed but does not provide its own stretcher-equipped transport.

Council members pressed staff and RightSite on consumer protections and outreach. Council member Freidley asked how consent and billing are handled; RightSite said patient consent is required before any telehealth encounter and that patients can decline at any point. Council member Atkins and others sought assurance that if a telehealth assessment determined a higher-acuity condition, crews would still arrange ambulance transport; Rawls said the field evaluation is collaborative and the crews would transport if the ER physician deems it necessary.

Council members asked how the city would notify residents about the new option; RightSite and staff said they plan a public communications campaign that could include utility bills, neighborhood associations, social media and community meetings. City Manager Michael Jones and Chief Tate said the contract had been approved at a prior work session and staff were finalizing communications and small contract details. Council asked staff to schedule an update at the Sept. 8 work session to review the final timeline and communications plan.

Council did not take a formal vote to execute a new contract at Monday’s meeting; the presentation was accepted and staff said a fall rollout was expected as final items were completed.