The first thing to keep in mind about “frivolous 911 calls” is that they shouldn’t be ignored. While repeated low-acuity 911 calls can be frustrating, they are happening for a reason. Overlooking the reasons why these 911 calls occur will only lead to getting more of them – and that’s the opposite of what we want.
With that said, let’s talk about what frequent unnecessary 911 calls might mean for your area and how to overcome them.
The Meaning Behind Frivolous 911 Calls and Super-Utilizers
Everything happens for a reason. We’ve all heard this phrase, but it seems that when things happen that we find frustrating, it’s easy to throw up our hands rather than looking for the reason. As our title states: frivolous 911 calls are not just “noise” – they mean something.
What do they mean? That will vary based on your area and the kinds of services you provide. One thing to keep in mind before we discuss some common reasons for a lot of low-acuity 911 calls is that the cause in your area will likely be different than the cause in a different area.
While there are common reasons for super-utilization all over the country, each area should take the time to ask: what makes our EMS service unique? What are the special challenges we face? The answer to these questions will move you much closer to finding a solution.
Here’s a list of what frivolous 911 calls might mean in your area:
- People Seek the Easiest Path to Care
- People Can’t Get Where Then Need to Go (No Good Transportation)
- People Are Lonely (Social Isolation)
- Community Lacks Good Mental Health Care
Now let’s look closer.
Note: For those who are looking to update policies and guidelines regarding how their EMS crews respond to non-urgent 911 calls, it’s critical to emphasize that each 911 call should be treated as an emergency until proven otherwise.
There are many times when a call for a “fall” or a “sick person” turns out to be far more ominous than the dispatch information implied. On the other hand, there are many times when “strokes” or “heart problems” turn out to be something benign.
What’s the answer? A careful approach to these patients that follows a systematic assessment. No matter if the 911 call is frivolous or profound, the patient should always be given an initial, thorough assessment for any potential life threats.
Reason for Frivolous 911 Calls: People Seek the Easiest Path to the Care They Need
When it comes to frivolous 911 calls, understanding the healthcare “path of least resistance” will be the key to most of your problems. What do we mean by this?
People will find the easiest route to solve their problem. Full stop. Most people will not decide to try something new and different (even if it could be more helpful) unless they have a pretty good idea that it’s going to be easier than something else.
How does this look?
Consider a patient who wants to speak with the doctor managing their recent knee surgery. The doctor is working at a hospital that is about forty-five minutes away. The patient could call and schedule an appointment, but then they would have to wait until next week to see their physician. Also, unless the patient has friends or family who can drive them, they will need to arrange transportation (a bus, a taxi, etc.) to get to the appointment.
Their solution? Call the ambulance and request to be transported to the hospital that is forty-five minutes away. In the patient’s mind, this not only solves their problem of time but also means they don’t have to wait in a waiting room or arrange for transportation.
When this happens, what’s the typical response from EMS? Usually (and understandable), it’s one of frustration. We wish that people wouldn’t “abuse” the 911 system like this, and maybe there are even some discussions had with the patient.
But as most directors in emergency services know, even for someone who is grossly misusing the system (calling multiple times a day just for the sake of transportation, say), it is tough to impose any legal restrictions within the 911 world.
How do we remedy this? By making a better option – and making that option easier for the patient to access. For example, if someone routinely calls for long-distance transportation to a doctor’s appointment, a community paramedic could respond to their home and help them pre-schedule transportation with a private ambulance.
People Can’t Get Where They Need to Go (No Good Transportation): Reasons for Frivolous 911 Calls
We discussed this briefly in the last section, but many people will turn to the ambulance when they have no good form of transportation. In the old days, the idea behind the ambulance was that you would call 911 if you needed care fast. However, these days, people call 911 if they need a ride to the hospital.
This can be very hard on an EMS system when they are already trying to respond to actual emergencies. When someone calls an ambulance for a non-urgent need, it not only pulls resources but also saps the morale of personnel in the field.
How do you resolve this?
It’s not easy, but there are some methods. One of the standard options is a tiered response system, along with priority dispatching. Some EMS systems are still responding with lights and sirens to everything – from a stubbed toe to a car wreck. While there are some logistical reasons for using lights and sirens all the time (particularly in large urban areas), research shows that they are not always needed.
In a tiered response system, dispatchers follow protocols to determine if a patient is serious. If they are not a serious call, they will receive a slower response. In some cases, a single vehicle (such as a paramedic in a chase car) will respond first to these scenes and determine if a full ambulance is really necessary.
mIn some areas, a community paramedic will respond and begin coordinating an appropriate form of transportation.
Reason for Frivolous 911 Calls: People Are Lonely (Social Isolation)
Another reason for frivolous 911 calls is that people are lonely. Talk to any street medic, and they will tell you that this is the case. Some people call the ambulance to see a new face and have their vital signs checked.
While there is nothing sinister in their intention, these kinds of 911 calls can train a healthcare system. Community paramedics are the perfect people to respond to these calls, as they can help assess the patient and potentially connect them with a social worker who can assist if needed.
Being lonely is a real problem. Don’t overlook these kinds of calls. Yes, they may not be emergencies, but they can lead to severe health problems, including mental health issues.
Reason for Frivolous 911 Calls: The Community Lacks Good Mental Health Care
Severe mental health struggles are another reason that people will call 911. Most people know that an anxiety attack should not be overlooked; however, there is debate about whether police officers and traditional ambulances are the best services to respond to these people.
If your area is inundated with 911 calls related to mental health issues, it might be time to start responding to them with specially trained units. There are many prehospital mental health certifications EMTs and paramedics can obtain.
Not only that, but some areas involve local mental health professionals in creating crisis response teams that address people experiencing psychological emergencies, reducing the strain on PD and EMS. The goal is to get these people real help, not dismiss them.
Key Points to Remember: Why You Shouldn’t Overlook Frivolous 911 Calls
How do you deal with frivolous, non-urgent 911 calls? Start with patient education. Maybe there is an easier way for the person to receive care , they’re just not aware of it. From there, you can implement strategies like tiered response, where low-acuity calls receive lower priority.
Finally, make sure that your healthcare system is united. Everyone suffers when ambulances, ERs, clinics, and mental health facilities aren’t sharing data, your service, the patients, the entire community.
To build a more cohesive response to frivolous 911 calls, consider using tools like Julota. Their interoperable platform allows for seamless communication across services. A representative would be happy to listen to your needs and answer any questions.
