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Henrico officials: long‑term care staffing shortages are driving unnecessary 911 calls and straining EMS
Summary
Fire and medical officials told supervisors that many 911 calls from long‑term care facilities are low‑acuity (medication changes, minor procedures, non‑emergent lab abnormalities) and often stem from staff shortages; the CARE Team is offering training but staff turnover and lack of penalties for misuse of 911 complicate solutions.
Deputy Fire Chief Douglas Clevert and Dr. Jeffrey Fergurson, Medical Director for the Division of Fire, told the Board that Henrico is responding frequently to low‑acuity calls from long‑term care facilities that could be handled in house. "The calls are for medication changes, minor procedures, and non-emergent lab abnormalities that do not require emergency response by EMS," Dr. Fergurson said, arguing that these calls both risk patient outcomes and unduly strain emergency resources.
Captain Michele Greep, the LTC Liaison Outreach Coordinator and member of the CARE Team, described outreach and training offered to nursing‑home staff and alternatives the team has promoted, and warned that "There are currently no consequences for misuse of 911." She told the Board turnover among facility staff forces repeated training and complicates implementation of on‑site fixes. Greep also referenced the Nursing Home Oversight Committee convened by Governor Youngkin; she said the 24‑member committee met four times and submitted a final report and recommendations on Jan. 20 focused on poor care, inspector vacancies and delayed complaint investigations.
Board members discussed accountability and next steps: Vice‑Chair Misty D. Roundtree asked whether the issue was costing the County staff to other localities; Dr. Fergurson said it was "definitely having an impact on our turnover rates." Supervisor Daniel J. Schmitt asked whether nursing homes could be held accountable for low‑acuity calls. County Manager John A. Vithoulkas asked the Board to allow staff time to develop options and next steps; no policy change or formal enforcement action was taken at the meeting.
