Nurse Navigation Program Saves $7.3 Million by Redirecting 911 Calls
The Nurse Navigation program has helped nearly 7,000 non-emergency 911 callers find appropriate care since its launch in January 2022, preserving critical emergency resources and generating more than $7.3 million in potential savings, officials said.
A joint initiative by the City of Rochester and Monroe County, the program is marking its third anniversary. Officials say it has reduced unnecessary emergency department visits by guiding callers to urgent care, virtual visits, or home care.
“Programs like Nurse Navigation are the future of emergency services,” Mayor Malik Evans said. “By directing patients to the right care, we’re reducing strain on emergency systems and saving taxpayers money.”
Monroe County Executive Adam J. Bello said nearly 40% of callers have been redirected from emergency rooms. “This initiative ensures patients get the care they need quickly while keeping emergency resources available for those who truly need them,” he said.
The program’s nurse navigators provide clinical guidance for conditions such as toothaches, skin issues, fevers, and minor injuries. They offer personalized advice, referrals, and no-cost transportation to outpatient clinics and urgent care centers. In some cases, they help callers access pharmacy stops for prescribed medications.
By diverting non-emergency cases, officials say the program keeps ambulances and emergency rooms available for life-threatening situations, a shift they consider critical for the community’s healthcare system.
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