Rochester Reporter

Mayor Malik D. Evans and Monroe County Executive Adam J. Bello have announced the third anniversary of the Nurse Navigation program, which aims to enhance emergency services in Rochester and Monroe County. The initiative, launched in January 2022, directs 911 callers with non-life-threatening conditions to suitable care facilities, preserving emergency resources for critical cases.

"Programs like Nurse Navigation are the future of emergency services and we are glad to be on the forefront," stated 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 launch, the program has assisted nearly 7,000 callers by reducing unnecessary visits to emergency rooms and freeing up essential ambulance resources. Approximately 40% of these callers were redirected safely to alternative care options such as urgent care, virtual visits, or home care.

"The Nurse Navigation program is truly a game-changer for improving access to healthcare in our community," said County Executive Bello. "It ensures patients get the care they need quickly while keeping emergency resources available for those who truly need them."

The program offers clinical guidance for specific complaints like toothaches, skin issues, fever, and extremity injuries. Specially trained Nurse Navigators provide personalized care guidance and facilitate referrals and no-cost transportation to outpatient clinics and urgent care centers. This includes a pharmacy stop if medications are prescribed.

Feedback from residents contacted 24 hours after their initial call indicates overall satisfaction with their care. The program has also generated over $7.3 million in potential savings by avoiding unnecessary emergency department visits.