.jpg?t=202512160957190)
Continuing a decades‑long commitment to innovation and patient‑centered care, the Fayette County Department of Fire and Emergency Services has launched a new program designed to improve the efficiency of non‑emergency healthcare while keeping ambulances available for true emergencies.
Beginning this month, Fayette County Fire and Emergency Services is partnering with RightSite Health, a national leader in emergency telehealth solutions. The program allows on‑scene EMS crews to connect non‑emergent patients with on‑demand emergency room physicians through secure telehealth technology, often allowing patients to receive appropriate care in their own homes.
“Many of the private and public employers now offer a telehealth option as a part of their medical health benefits plans to cut down on costs to the employee and the employer. We are able to facilitate the same, even for members of our community who may not have this option available to them through their own medical benefits plans. It can certainly be a convenience and pleasant experience for our citizens to speak to, and be treated by, an emergency department physician directly through telehealth from the comforts of their home, without the delays and discomfort of the hospital or doctor’s office waiting room for low acuity and non-emergent illnesses. We are here to improve the lives of our citizens as we continue to progress our response and treatment options within our community,” said Chief Jeffrey Hill.
Nationwide—and locally—approximately 50 percent of 911/EMS calls involve patients with very real but non‑emergent medical needs. While EMS is committed to responding quickly to every call, transporting large numbers of non‑emergent patients to emergency rooms can reduce ambulance availability and delay response times for life‑threatening emergencies.
Under this mode model, Fayette County Fire and EMS crews on scene may offer eligible patients a telehealth visit with an ER physician instead of a transport to the hospital. When patients choose this option, EMS units are often able to return to service in as little as 14 minutes, compared to the two to three hours typically spent offloading patients at emergency room loading docks.
The program pairs ER Telehealth Doctors with Patient Navigators, who are trained in empathic communication and care coordination. Following the guidance of the physician and EMS personnel, Patient Navigators work closely with patients to: Schedule primary care or urgent care appointments, assist with filling prescriptions, and even coordinate round‑trip transportation for medical visits.
“Our medics will continue to respond to all incidents following a 911 call. Upon arrival, they will conduct a detailed assessment, and if the patient’s condition is determined to be low acuity and non-emergent, a telehealth call to RightSite will be offered. Current laws require ambulances to transport only to hospital emergency rooms. These visits can add up to thousands of dollars. Having the ability to connect our patients to a telehealth visit with an emergency room physician ensures the appropriate level of care at the right facility,” said Assistant Chief Scott Roberts.
This approach helps patients receive the right level of care at the right time, while reducing unnecessary emergency room visits and improving overall system efficiency.
About Fayette County Fire and EMS: The mission of Fayette County Fire and Emergency Services is to protect life, property, and the environment through the delivery of quality, cost‑effective, and professional services to the citizens of Fayette County.