Nurse Navigation

Nurse Navigation launched March 4, 2025

When you call 9-1-1, a trip to a hospital's emergency department might not be the best solution based on your medical needs. Washington County, in collaboration with AMR is launching the Nurse Navigation program to provide community members with a variety of options for quickly getting the right level of care when calling 9-1-1.

How does the Nurse Navigation program work?

If you call 9-1-1 with a non-life-threatening situation, the 9-1-1 call taker will offer to connect you to a licensed nurse (called the Nurse Navigator) who will assess your condition and guide you through options for the most appropriate care. This may include an urgent care facility, telehealth services or self-care at home. Additionally, nurses can arrange a ride for qualified patients.

What are the qualifications of the Nurse Navigators?

The Nurse Navigators are nurses licensed by the State of Oregon who have professional experience in emergency nursing. They are also trained in telephone triage, which helps them figure out the best action to get you the right care.

When should I call 9-1-1?

Do not call 9-1-1 for minor illnesses or injuries that can be addressed with an appointment with a primary care provider (e.g., a cold, a minor cut, or a routine medical matter). You should only call 9-1-1 for a serious medical emergency you think is (or may become) life threatening. For example:

• Trouble breathing
• Chest pain/heart attack
• Heart attack
• Fainting
• Severe pain
• A serious allergic reaction
• Serious injuries from a fall or accident
• Seizures

Will EMS providers still respond and transport me to a hospital if I call 9-1-1?

If you call 9-1-1 with an urgent condition or a potentially life-threatening emergency, the 9-1-1 call taker will send EMS first responders who will assess your symptoms and determine if you need to go to the hospital.

If you are first transferred to the Nurse Navigation program for assessing a non-life-threatening situation, the licensed nurse may consider your condition urgent and determine that a hospital emergency room visit is the most appropriate medical care. In those instances, they will send EMS first responders to you.

How does 9-1-1 decide if I can be transferred to the Nurse Navigation program?

The 9-1-1 call taker will assess your condition and evaluate your symptoms. The results determine if you can be referred to the Nurse Navigation program. If so, the 9-1-1 call taker will offer you the option of being connected to the licensed nurse instead of immediately sending out first responders.

How does the Nurse Navigator choose which clinic I am referred to?

The Nurse Navigator will connect you to the best level of care available based on:

• Your existing primary care provider (if you have one)
• Where you regularly receive care
• Time of day and your current location
• Local health care providers’ availability

Will the Nurse Navigator schedule a clinic appointment for me? Will the staff know when I arrive and why?

Each clinic has walk-in appointments available for Nurse Navigation program patients. The Nurse Navigator will notify the clinic you are on the way and provide your estimated time of arrival and reason(s) for seeking medical care. The clinic will see you as soon as possible upon your arrival.

Should I call 911 to schedule any follow-up or future appointments at the medical clinic in which I was seen?

No. You should schedule all follow-up medical appointments directly with the medical clinic in which you were seen and where you are now a registered patient, or with any other health care facilities the clinic may refer you to.

What if I talk to the Nurse Navigator and still want to be taken to the hospital by ambulance?

Every person has the right to have a first responder respond to their 9-1-1 call. The Nurse Navigator suggests alternative options that may better match your specific needs at a likely lower cost. Even so, the Nurse Navigator will send a first responder to you if you request it.

Resources (others coming soon)

Partners

American Medical Response

Banks Fire District

Forest Grove Fire & Rescue

Hillsboro Fire & Rescue

Tualatin Valley Fire & Rescue

Washington County Consolidated Communications Agency