Columbus Fire & EMS Launches Virtual 911 Program to Reduce ER Crowding and Cut Costs

By Staff

Columbus Fire & EMS has launched a new virtual care option for non-emergency 911 callers, a move officials say will reduce unnecessary emergency room visits, shorten wait times, and keep ambulances available for life-threatening situations.

The initiative, developed in partnership with RightSite Health, allows eligible callers to connect instantly with a board-certified emergency room physician and a patient navigator from their home—avoiding the cost and delays of an ER trip when it isn’t medically necessary.

Deputy Chief Jules Hazen said the program is designed to ensure residents receive “the right care at the right time.”

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

How the Program Works

When a 911 caller describes a stable, non-life-threatening situation, dispatchers can now offer a new question: “Would you like to see an ER doctor right now?”

If the caller agrees, they are transferred immediately to a virtual ER physician who evaluates symptoms, develops a treatment plan, and determines whether an in-person visit is needed. Patient navigators can assist with scheduling urgent care or primary care appointments, arranging transportation, and coordinating prescription refills or community resources.

The Columbus 911 Center—operated under the Columbus Police Department—will manage the initial assessment and routing.

“This upgrade reflects our commitment to innovation, efficiency, and the well-being of our citizens,” said 911 Director Tracie Abell. “Integrating telehealth into 911 operations improves outcomes, strengthens our emergency response, and ensures the highest level of care for every caller.”

National Model, Local Benefits

RightSite Health partners with EMS agencies nationwide to reduce unnecessary transports and free emergency departments to focus on critical cases. The addition of Columbus to its network marks one of the region’s most significant EMS innovations in recent years.

RightSite CEO Jamo Rubin, MD, said bringing ER-level care directly to residents’ homes improves both patient experience and public safety.

“Partnering with Columbus Fire & EMS lets us bring ER-level care straight to patients’ homes,” Rubin said. “Our goal is to get patients the right care and connect them with the resources they need—right when they need it.”

City officials say the program is expected to lower costs for residents, reduce strain on local hospitals, and improve overall emergency response readiness.

A Step Toward Modernizing Emergency Care

Mayor B.H. “Skip” Henderson III and Fire-EMS Chief Sal Scarpa have emphasized modernization and improved efficiency within the public safety system. The virtual triage program, they said, aligns with the city’s long-term goals of innovation and community-centered care.

Columbus Fire & EMS encourages residents to continue calling 911 for urgent medical needs. Life-threatening emergencies will still receive immediate ambulance response.

Interviews with representatives from Columbus Fire & EMS, the Columbus Police Department, and RightSite Health are available upon request. More information about the program is available at rightsitehealth.com.