Alberta expands 911 program to offer taxi transport for low-acuity patients
Emergency Health Services-Alberta (EHS-Alberta), in partnership with Health Link 811, is expanding its 911 shared response program in Calgary and Edmonton to include alternative transportation for patients who need in-person medical assessment but do not require an ambulance.
The six-month pilot builds on the EHS-Alberta/Health Link 811 Shared Response program launched in 2023, which transferred non-life-threatening 911 calls to Health Link nurses.
Starting today, eligible low-acuity callers in Calgary and Edmonton who are advised by a registered nurse at Health Link 811 to see a doctor within 24 hours may be offered a taxi service to the nearest hospital emergency department (ED) or urgent care centre (UCC) if they have no other means of transportation. The service is provided at no cost to the patient.
“By working together with our partners at Health Link 811, we are improving patient care while protecting ambulance availability for the patients who need us most,” said Trevor Maslyk, interim managing director, EHS-Alberta. “Patients will have timely access to the appropriate level of care. Ambulances will remain available for critical, life-threatening emergencies. This will reduce system strain, improve efficiency, and strengthen our ability to meet performance targets.”
Since launching the shared response program in 2023, data has shown that transportation is a barrier to care. Slightly more than one-third of the 50,000 911 calls redirected to Health Link 811 nurses were sent back to 911 for non-emergency ambulance transport. While these patients did not require emergency care or transport, they lacked alternative transportation to reach the recommended in-person assessment.
“Our registered nurses at Health Link 811 will continue to assess callers using pre-determined guidelines,” said Patricia Chambers, executive lead of patient navigation and system integration, Primary Care Alberta. “If the caller meets criteria suggesting an in-person assessment is required, but does not need paramedics for treatment, we will arrange for a taxi to pick them up from their location and bring them to an emergency department or urgent care centre so they can receive that recommended assessment.”
The program aims to close the gap, ensuring callers receive care when they need it while keeping ambulances available for life-threatening emergencies.
Taxi rides will be arranged by Health Link 811 for eligible patients who:
Can safely walk on their own
Do not require assessment by paramedics
Are over the age of 18
Eligible patients will be transported to the nearest ED or UCC and will check in like any walk-in patient. Return transportation will be the patient’s responsibility.
The six-month pilot is fully funded by EHS-Alberta and will run in Calgary and Edmonton. If successful, it may expand to other communities across Alberta.
Emergency Health Services-Alberta manages all aspects of the province’s EMS system, including air and ground ambulance services, interfacility transfers, and dispatch operations, including services delivered by contracted providers. EHS-Alberta is accountable for driving system improvements and meeting performance targets, with a focus on workforce sustainability and mental well-being for both staff and patients.