The Houston Fire Department has taken a unique approach to handling non-emergency medical calls by integrating telehealth into their emergency response. According to NPR, firefighters often respond to situations that aren't life-threatening, but they still have to deal with urgent calls that come in during their routine visits. This can cause delays in treating true emergencies, as ambulances may be tied up waiting for hospital staff or completing paperwork.
Recently, firefighter Tyler Hooper responded to a call from Susan Carrington, a 56-year-old woman who was coughing and struggling to breathe. She didn’t have a regular doctor and had previously been treated at the ER for similar symptoms. Instead of taking her directly to the hospital, Hooper used a tablet to connect her with Dr. Kenneth Margolis, who was stationed at the city’s emergency dispatch center.
Through a video call, Margolis assessed Carrington's condition and determined that an ER visit wasn’t necessary. He scheduled a clinic appointment for the next morning and even arranged a free taxi ride to ensure she could get the care she needed without delay. The program, called Project Ethan (Emergency TeleHealth and Navigation), is now available in all fire stations across the city.
Dr. Michael Gonzalez, the project’s director, says the goal is to redirect patients like Carrington to primary care clinics rather than emergency rooms. This helps reduce the burden on ERs, allowing them to focus on more critical cases. Ambulances can stay in the community, and patients receive timely care without unnecessary costs.
The initiative also includes follow-up visits from city health workers to address any underlying issues that might lead people to use 911 unnecessarily. While the program costs over $1 million annually, experts believe it will save the healthcare system millions in the long run. A 2011 study found that nearly 40% of ER visits in Houston were for non-urgent, primary care-related issues. Treating those patients in outpatient clinics instead of ERs could save more than $2 million each year.
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