August 6, 2025
CALGARY - More than 50,000 non-emergency calls requesting an ambulance have been received through the EMS-811 Shared Response Line since being established two years ago, as registered nurses help to ensure appropriate levels of care are offered to Albertans.
This provincewide service follows internationally accepted guidelines to assess the seriousness of every call for an ambulance. If a call does not meet the criteria to dispatch an ambulance, the caller is connected to a registered nurse at Health Link 811, helping avoid unnecessary ambulance responses and/or visits to an emergency department.
“This telephone service bridges the wonderful work of EMS and Health Link 811 together to ensure we are utilizing Alberta’s health resources appropriately,” says Kimberley Simmonds, CEO of Primary Care Alberta. “Calling for an ambulance can be scary. The teams work together to ensure the patient receives the right care in the moment - and in the future.”
Among the patients who were re-directed to Health Link 811 registered nurses through this service, about one-quarter were advised to care for themselves at home and about one-third were advised to see a family physician. Many other callers were directed to community-based healthcare services and resources, including dentists, pharmacists and public health nurses.
“Many Albertans call 911 and request an ambulance because they don’t know where to seek non-urgent healthcare support, advice or guidance. Transferring these 911 callers to registered nurses at Health Link 811 ensures Albertans are connected to the right care that they need,” says Anne MacDonald, Interim Senior Program Officer, EMS, Alberta Health Services. “This program frees our ambulances to respond to life-threatening emergencies while ensuring non-emergency 911 callers get the right care at the right time.”
Albertans who are seeking health advice for non-urgent health concerns are advised to call Health Link 811 to speak to a registered nurse for health advice, guidance, support or referrals to the appropriate care provider, clinics and services, including primary care networks. For health emergencies such as chest pain, trouble breathing, stroke symptoms, major bleeding, or significant trauma, Albertans should call 911.
Primary Care Alberta is a made-in-Alberta solution to improve access to the primary care services Albertans rely on. By delivering coordinated services, Primary Care Alberta allows for valued healthcare professionals to do what they do best ─ care for you. Together, we are creating a future where compassionate, timely and effective healthcare is available to every Albertan at every stage of life.
