Over 25,000 Calls to 911 Redirected to NYC Health + Hospitals’ Virtual ExpressCare, Preventing Over 12,000 Unnecessary FDNY Ambulance Transports to Nearby Hospitals
The partnership between NYC Health + Hospitals and FDNY alleviates pressure on the city’s ambulances and emergency departments
Jan 23, 2025
New York, NY — NYC Health + Hospitals and the Fire Department of New York (FDNY) today announced that over 25,000 calls to 911 have been redirected to the health system’s Virtual ExpressCare telehealth service since it launched in March 2020, preventing over 12,000 unnecessary ambulance transports to nearby hospitals and alleviating pressure on the city’s ambulances and emergency departments. People who call 911 with a low acuity health need, such as respiratory infections, rash or medication refill, are transferred to speak with a healthcare provider within 30 seconds. With Virtual ExpressCare integrated into FDNY ambulances, EMS teams can manage non-emergency cases on-scene. Furthermore, Virtual ExpressCare providers offer non-urgent rideshare for situations that require further in-person evaluations. Over 3,000 non-emergency transports have been offered through the program since early 2022. To date, Virtual ExpressCare has diverted five times as many patients as other participants within the region.
“Every second counts when you call 911, and thanks to Virtual ExpressCare we’re ensuring that remains the case,” said New York City Mayor Eric Adams. “With Virtual ExpressCare, we’ve successfully redirected more than 25,000 calls away from 911 — preventing more than 12,000 unnecessary ambulance rides to hospitals, relieving burden on the system, and allowing FDNY EMS teams to focus on providing live-saving care to thousands of more New Yorkers who needed it most. Every day, our administration is working to make this a safer, more affordable city that is the best place to raise a family, and making sure an ambulance is available when a New Yorker needs it most is key to making that vision a reality.”
“The integration of Virtual ExpressCare with the FDNY 911 system exemplifies our commitment to reducing emergency department overcrowding and wait times while ensuring patients receive timely, high-quality care,” said former NYC Health + Hospitals’ Virtual ExpressCare Executive Director and current Chief Clinical Operations Officer at NYC Health + Hospitals/Bellevue Erfan Karim, MPH. “By redirecting over 25,000 low-acuity 911 calls to Virtual ExpressCare, we’ve alleviated significant pressure on ambulances and emergency departments, freeing up critical resources for those in urgent need. This collaboration highlights the power of innovation and partnership in transforming public health care delivery for New Yorkers.”
“Virtual ExpressCare offers timely, high-quality healthcare without a trip to the emergency room,” said Afsheen Mazhar, MPA, Executive Director of NYC Health + Hospitals’ Virtual ExpressCare. “By redirecting over 25,000 low-acuity 911 calls, we’re not only easing the burden on our emergency services but also ensuring New Yorkers receive the right care, at the right time, in the right place.”
“With skyrocketing call volume that’s reached historic levels, it is more important than ever to offer viable options to the public facing low-acuity medical emergencies. By redirecting some of these calls, we’re giving New Yorkers appropriate solutions while at the same time preserving our ambulances and resources for those who need it most,” said Fire Commissioner Robert S. Tucker. “This is a win for our city, and we’re grateful for the partnership.”
“This milestone reflects our dedication to improving patient outcomes through innovative care delivery,” said NYC Health + Hospitals Virtual ExpressCare Medical Director Adrienne Birnbaum, MD, MS. “By providing immediate access to medical providers, Virtual ExpressCare offers a safe, effective alternative to traditional emergency department visits. Our team is proud to play a role in ensuring that New Yorkers receive the right care, at the right time, in the right setting.”
Virtual ExpressCare can offer patients immediate and confidential care for an array of physical and behavioral health concerns, including COVID-19, minor injuries, fever and flu, upper respiratory infections, anxiety, depression, substance use issues, and abortion. Virtual ExpressCare is available 24/7, 365 days a year in over 200 languages and can be accessed at expresscare.nyc or by calling 631-EXP-Care (631-397-2273).
Launched in 2020, Virtual ExpressCare has grown to offer approximately 90,000 virtual visits annually. The service played a key role in the City’s and State’s response to the COVID-19 pandemic. In 2022, Virtual ExpressCare partnered with the New York State Department of Health to offer COVID-19 therapeutics through the State’s new COVID-19 hotline, 888-TREAT-NY. The service provides same or next day life-saving COVID-19 therapeutic treatment.
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MEDIA CONTACT: PressOffice@nychhc.org
About NYC Health + Hospitals
NYC Health + Hospitals is the largest municipal health care system in the nation serving more than a million New Yorkers annually in more than 70 patient care locations across the city’s five boroughs. A robust network of outpatient, neighborhood-based primary and specialty care centers anchors care coordination with the system’s trauma centers, nursing homes, post-acute care centers, home care agency, and MetroPlus health plan—all supported by 11 essential hospitals. Its diverse workforce of more than 43,000 employees is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible. For more information, visit www.nychealthandhospitals.org and stay connected on Facebook, Twitter, Instagram and LinkedIn.