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AMR reports improved EMS performance in first year of Knox County contract
Summary
AMR told the county commission it met or exceeded response-time requirements in most categories after staffing increases and system changes, including a nurse-navigation program that diverted nearly 4,000 callers from 911; commissioners praised improvements and asked about next steps.
American Medical Response (AMR) reported to the Knox County Commission on the first year of its EMS contract, saying performance has improved in most response‑time categories and staffing has increased.
Jerry Harnish, AMR director of operations, said AMR met or exceeded the contract's 90% response‑time requirement in 26 of 28 categories in the most recent months. Harnish attributed the improvement to staffing growth (reported as a 49% increase followed by another 30% increase), the addition of roughly 100 unit hours per day (about four additional unit hours on average), and operational changes such as a nurse‑navigation system that has redirected nearly 4,000 callers away from 911, with roughly 1,500 of those otherwise likely to have used ambulance/ED services.
Commissioners asked about staffing retention and the effect of consolidating dispatch; Harnish said wage adjustments and local leadership helped recruitment and that Knox County's plan to centralize 911 dispatching should improve system fluidity by midsummer. Commissioners praised the report and commended AMR for front‑line service improvements.
No formal action was required; commissioners received the presentation and commended AMR.
