Columbus Fire & EMS Launches Innovative 911 Program to Reduce ER Waits and Costs

Staff Report

Columbus Fire & EMS has launched a new 911 telehealth program that will allow non-emergency callers to speak virtually with a board-certified emergency room physician, a move officials say will reduce ER wait times, lower costs for residents, and keep ambulances available for life-threatening emergencies.

The program, created in partnership with RightSite Health, connects eligible 911 callers directly to an ER doctor and patient navigator who can evaluate symptoms, offer treatment options, and coordinate follow-up care without requiring an ambulance ride or emergency room visit.

“CFEMS wants patients to receive the right care at the right time,” Deputy Chief Jules Hazen said. “With RightSite, citizens connect directly with an ER board-certified physician for real-time guidance, avoiding unnecessary ER visits. This approach keeps emergency units available while ensuring patients get the care and follow-up they need.”

The Columbus 911 Center, operated by the Columbus Police Department, will screen calls to determine whether a situation requires an emergency response. If not, dispatchers may now ask callers, “Would you like to see an ER doctor right now?”

911 Director Tracie Abell said the program modernizes the city’s emergency response system. “Integrating telehealth into 911 operations improves outcomes, strengthens our emergency response, and ensures the highest level of care for every caller,” she said.

RightSite Health partners with emergency agencies nationwide to reduce unnecessary transports and ER visits. CEO Jamo Rubin, MD, said the partnership with Columbus Fire & EMS brings “ER-level care straight to patients’ homes.”

“Our goal is to get patients the right care and connect them with the resources they need—right when they need it,” Rubin said.

Under the new system, callers go through the standard 911 assessment. If their condition is stable and non-life-threatening, dispatchers can offer a virtual connection to a doctor. Patients who accept are immediately connected with an ER physician for evaluation. If the doctor recommends care outside the ER, patient navigators help arrange appointments, transportation, and access to community services.

More information about RightSite Health is available at https://rightsitehealth.com.