New triage system for 911 ensures all callers get the care they need

The new Emergency Communication Nurse System (ECNS), launched last year, takes a triage approach to more quickly connect 911 callers with the level of care they need.

A new type of triage

Before ECNS, emergency medical services (EMS) would respond to every call, even those that don’t require urgent care. With this new system, dispatchers can now transfer callers with minor or non-life-threatening medical concerns.

eHealth’s work focused on combining two previously separate systems so all 911 calls can be triaged accordingly. This also means decision makers can monitor the impact of calls that are routed for more appropriate care.

ECNS makes care more accessible and is used internationally to reduce strain on health systems while also better meeting patient needs. Setting up ECNS was made possible through collaborative efforts from eHealth’s Data and Analytics, Infrastructure Operations and Core Networking teams, SHA’s Advanced Analytics teams and the SPSA.

The Emergency Communication Nurse System reduces EMS transport and off-load delays, improves continuity of care and improves access to appropriate care options for non-urgent concerns. It creates a more responsive and patient-centered system, supports a more sustainable and efficient emergency and urgent care system, improves emergency department capacity and reduces unnecessary visits.