Alberta Government diverting non-urgent EMS calls to hopefully decrease response times

Alberta Health Services (AHS) has launched a new EMS-811 Shared Response program so that Albertans can receive the appropriate level of health care that they need. 

EMS emergency communication officers are working closely with an 811 team through a new EMS-811 Shared Response Team. They will work to transfer non-emergency calls to an 811 nurse, while urgent calls will continue to receive an ambulance response.  

Minister of Health Jason Copping explains this new approach will make the EMS system more responsive to the needs of Albertans and everyone will have access to the appropriate level of care that they need. 

“Empowering dispatchers to divert non-urgent calls to a dedicated team of experienced nurses within 811 when clinically appropriate is a win for Albertans.” 

When Albertans call 911 they will be connected with EMS and an emergency communications officer will then reassure them that help is on the way. When the emergency communications officer is confident that the patient's situation is best handled with another level of care the call then will be transferred to an 811 nurse without entering the caller into a queue. 

The official Alberta Health Services Administrator Dr. John Cowell has been tasked with four priorities. This includes finding ways to use more modes of transportation when the use of ambulances and highly trained paramedics is not needed.  

Cowell says that this is an important step forward with our four priorities. Specifically, focusing on reducing EMS and emergency department wait times. 

“This will also increase the number of surgeries and reducing waitlists and improving flow thorough the health-care system. The goal of all these priorities is singular – improving health care for all Albertans,” Cowell said. 

Non urgent 911 calls account for 10-20 percent of all the 911 traffic that comes through, depending on the area. With EMS 811 about 40,000 non-emergency responses could be avoided each year. This means that ambulances will be able to respond where they are the most needed.   

AHS encourages all Albertans who are seeking health advice for non-urgent health concerns to learn about their care options by visiting ahs.ca/options. Physicians, pharmacists and Health Link are often their best support.