Medshore Ambulance, a member of the Priority Ambulance family of companies, announced a new program designed to ensure 9-1-1 callers who decline ambulance transport still have access to the care and community resources they may need after an EMS team leaves the scene. The initiative will connect patients with a Care Navigator for follow-up resource coordination helping connect eligible patients to additional healthcare resources.
Medshore Ambulance joins its sister companies at Priority Ambulance to deliver these services under a collaboration with Priority OnDemand and the company’s OnDemand Visit telehealth technology platform. The program launched on April 1st, giving Medshore clinicians and EMS professionals additional tools to support patients on scene and provide a clear next step for care when a patient chooses not to go to the emergency department.
OnDemand Visit brings a compassionate, community-based approach to care delivery that aligns with Medshore’s mission to provide the best care possible no matter where a patient is. Through mobile integrated healthcare pathways and EMS-trained field teams, Medshore can support patients even after leaving the scene. If a patient refuses transportation following assessment by the EMS team, the crew will contact its Care Navigation team. Once connected, the patient will be asked a series of short questions followed by offering additional telehealth services that can be provided via text to the patient if they agree.
“When someone calls 9-1-1, our priority is to make sure they’re given the best care, and have a plan of care in place,” said Austin Sanders, Vice President of Operations for Medshore Ambulance. “If a patient chooses not to be transported, we can now offer another resource beyond the traditional ambulance response. By connecting patients to a licensed clinician through telehealth and helping them access follow-up care and community services, we’re closing the gap between an emergency call, and the everyday healthcare needs people face.”
“We are excited to support and see this program implemented in Anderson County to help fill the critical gap for patients who call 9-1-1 but ultimately refuse ambulance transport,” said Steven Kelly, Anderson County EMS Director. “Historically, once EMS completes an on-scene evaluation and a patient declines transport, there are limited options to ensure they still get connected to help. By giving patients, the option to be connected with a Care Navigator they can be connected to the right resources, follow-up care, and ongoing support they need when they need it.”
Medshore reminds residents that 9-1-1 should always be used for emergencies. Patient safety and clinical care remain the first priority on every call, and EMS teams will continue to recommend transport whenever a patient’s condition deems it necessary. The telehealth option is offered only after a patient refuses transport and the patient consents to it.
Billing for telehealth services is handled by the medical group, which may bill a patient’s insurance when applicable. The medical group does not balance bill patients for these services.
