City, County celebrate 3 year anniversary of Nurse Navigator Program
Mayor Malik D. Evans and Monroe County Executive Adam J. Bello today announced that the Nurse Navigation program has reached its milestone third anniversary of improving how emergency services are delivered in Rochester and Monroe County. Launched in January 2022, the program connects 911 callers with non-life-threatening conditions to the most appropriate care, ensuring emergency services remain available for critical cases.
“Programs like Nurse Navigation are the future of emergency services and we are glad to be on the forefront,” said Mayor Malik D. Evans. “This program has allowed us to provide better care for patients, reduce strain on our emergency systems, and deliver meaningful cost savings for taxpayers."
Since its inception, the program has supported nearly 7,000 callers, reduced unnecessary emergency room visits, and freed up critical ambulance resources. Nearly 40% of those 911 callers were safely directed to alternative care options, including urgent care, virtual visits, and home care, reducing unnecessary emergency room trips.
“The Nurse Navigation program is truly a game-changer for improving access to healthcare in our community,” County Executive Bello. “It ensures patients get the care they need quickly while keeping emergency resources available for those who truly need them.”
The Nurse Navigation program provides clinical guidance for 911 callers with specific complaints, such as toothaches, skin problems, fever, and extremity injuries and determines the best options for their emergency care. Specially trained Nurse Navigators provide callers with personalized care guidance and offer referrals and no-cost transportation to and from outpatient clinics and urgent care centers, including a pharmacy stop if medications are prescribed.
Residents who were contacted 24 hours after their initial call have expressed overall satisfaction with their care and the program has generated more than $7.3 million in potential savings from avoided emergency department visits.