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Henry County highlights telemedicine partnership that diverts lower-acuity 911 calls from ERs
Summary
County leaders heard a presentation on a telemedicine program run with Right Side Health, Henry County Fire Rescue and E911 that connects low-acuity callers with ER doctors; presenters said the service has cut emergency-room referrals, is free to the county and has delivered measurable response-time benefits since January.
Henry County commissioners on April 15 heard a presentation from Right Side Health and Henry County Fire Rescue about a telemedicine partnership that connects low-acuity 911 callers to emergency-room physicians.
The program, presenters said, gives callers who do not need immediate ambulance transport the option to speak directly with a board-certified ER physician via telehealth. “This program is completely free to the county,” a Right Side Health representative told the board. Chip Walls, Right Side Health regional director of EMS partnerships, said the service redirects many callers from emergency departments and helps get people to outpatient care or social supports faster.
Why it matters: County staff and county fire officials said the program preserves ambulance and emergency-room capacity for high-acuity calls while steering lower-acuity patients to urgent care, primary care or other community resources. Presenters framed the program as both a clinical and fiscal tool: staff said the county’s prior provider cost about $200,000 and that the current arrangement produces annual cost savings while maintaining or improving service.
Key details: Henry County Fire Rescue said it will continue to respond to 911 calls and perform patient assessments in the field; when crews determine a case is low acuity they can offer the patient a real-time video consult with a Right Side ER physician. Walls said Right Side’s national data show a 79% redirection rate overall; Henry County data from January through April showed 337 activations, a combined average redirection rate of 65% (60% for dispatch-initiated activations, 86% for field-initiated activations), and 176 patients navigated away from the emergency department. He said average release times were about two minutes for dispatch activations and about 15 minutes for field activations.
Presenters also described nonclinical navigation services that can arrange transportation, schedule primary-care appointments, follow up for up to 14 days and connect patients with prescription assistance or other social supports. Walls said Right Side surveys patients after encounters; the group reported a satisfaction score averaging 9.7 out of 10 in its data presented to the board.
Limitations and patient consent: County and Right Side speakers emphasized that patients must be able to consent to a telehealth interaction; they said interpretation services (including American Sign Language) are available. Chief Petit of Henry County Fire Rescue said the program is available to insured and uninsured patients alike.
Board response and next steps: Commissioners and county staff praised the program during the meeting. Commissioner Johnny Wilson said his only question (about uninsured patients) had been answered; Vice Chair Nate Robinson and others thanked the presenters. No formal vote was required; the presentation preceded routine agenda items.
Ending: County staff said the program is among several measures intended to preserve emergency resources and reduce unnecessary emergency-department visits while the county continues other system-level planning for ambulance and road capacity.
