How Can We Help You Today?Clear Answers for EMS, Patients, & Health Plans

RightSite instantly puts virtual emergency medicine providers and navigators inside the 911 call. When a 911 call is low-acuity and not an emergency, patients can talk to an ER provider virtually right away, directly out of dispatch or with a crew that arrives on scene. Our ER provider evaluates the patient and makes a care plan. The navigator then puts the plan into action. That can include home delivery of prescriptions, a round-trip ride to an urgent care appointment, an explanation of the benefits the patient’s plan already covers, or a referral to the plan’s case management team.

Our Care Team is led by board-certified ER physicians, the same kind of providers who treat patients in a hospital ER. RightSite is not a nurse call line.

No. RightSite is a safe alternative for low-acuity 911 callers who do not need emergency ambulance transport or an ER visit. If a patient needs or wants an ambulance for an ER evaluation, EMS will send one.

RightSite can be activated directly from 911 dispatch or by an EMS crew on-scene.

For a dispatch activation:

1. The 911 call-taker identifies a low-acuity, non-emergent call from a list of low-acuity conditions approved by the EMS Medical Director
2. The patient is escalated instantly to our Care Team of ER Providers and Navigators.
3. Dispatch is released and the patient’s clinical care transfers to RightSite.
4. The Care Team confirms the low-acuity status, evaluates the patient, creates a care plan, and the Navigator coordinates the treatment path for the patient

For an EMS crew activation:

1. The crew arrives and assesses the patient.
2. If the patient is low-acuity, the crew offers RightSite as an option.
3. The patient is connected instantly to our Care Team of ER Providers and Navigators.
4. The Care Team confirms the patient’s low-acuity status, evaluates the patient, creates a care plan, and coordinates next steps with the Navigator.
5. The Care Team releases the crew, typically within 10 minutes, and the unit returns to service. The patient’s clinical care transfers to RightSite.

A 911 call identified at dispatch or on scene as a low-acuity condition is eligible for RightSite. Each EMS agency’s Medical Director defines the specific criteria and codes.

If the RightSite Care Team determines that the patient needs emergency care, the call is returned to EMS immediately. RightSite’s emergency medicine staff can then use the additional information gathered to help the EMS agency and the receiving ER prepare for the patient.

No. In most cases, it provides a rapid alternative to lengthy emergency department waits.

A low-acuity patient can start a video visit with the RightSite Care Team immediately, instead of waiting for an ambulance, a transport, and an ER waiting room that may take hours. For most callers, RightSite is the fastest path to seeing a provider.

If the call turns out to be an emergency, the RightSite Care Team alerts EMS immediately. Dispatch and the receiving ER now have more information about the patient’s condition, which can help the treatment team prepare before the patient arrives.

ERs are overcrowded, crews are overworked, patients detest long waits for care, and for low-acuity cases, the emergency room is a very expensive and inefficient pathway for the healthcare system. Your patients love us. RightSite has treated tens of thousands of low-acuity EMS patients with a patient satisfaction score of 9.8/10. Our EMS partners are able to be off scene within minutes and back in service available for higher acuity calls. Your 911 dispatchers can refer low-acuity cases directly to RightSite within seconds. We additionally can provide an alternate care pathway option for your crews to offer to patients who need care but prefer not to be transported to the ER.

Sometimes. If the patient declines RightSite, or if the RightSite Care Team determines the call is not low-acuity, the call returns immediately to your agency for transport. That handoff process is established with each EMS partner agency before go-live.

No. Your Medical Director remains in charge of your agency’s clinical protocols. We work with them to make sure RightSite fits those standards.

Success means EMS crews spend less time caring for low acuity cases and have more time available for true emergencies and patients receive the care they need faster often from the comfort of their own home. More available unit hours, more ambulance capacity, faster access to care for patients, and fewer unnecessary transports to the ER. For every 10 patients that RightSite assumes their medical care, the EMS agency receives the efficiency equivalent of one ambulance shift. Patients get the care they need faster, often without leaving the comfort of their home, while EMS keeps units available for higher-acuity calls.

We track every RightSite activation, and report unit hours returned to service, ambulance transports avoided, patient outcomes, and patient-experience scores.

No. RightSite is browser-based and works with your existing systems. There are no new software or hardware systems to install, procure, or integrate.

Yes. Before go-live, we analyze your historical call volume, estimate eligible low-acuity demand, and staff our Care Team to support it.

Training is built around your operations and designed to minimize disruption. After launch, each agency has a dedicated partnership manager who provides in-person training, refreshers, short videos for crews who missed a training, and regular follow-up to keep utilization on track.

Adoption is strongest when low-acuity telehealth becomes part of the agency’s everyday workflow, not another protocol for crews to remember. Every agency is unique, so our approach is tailored to each agency. The most successful agencies do a few things consistently. Leaders make clear why RightSite matters for patients, crews, and unit availability. Dispatch and communications teams know which calls are appropriate and how to connect them. Crews are trained on when and how to use the service, with simple workflows they can follow in the field. After launch, regular coaching, field contact, and performance feedback reinforce the behavior until telehealth becomes part of the agency’s everyday work. After launch, we support adoption with hands-on training, regular field and dispatch engagement, dedicated account management, and performance insights that show where RightSite is working and where the crews need more support. Dashboards and recognition help reinforce the behavior, but do not replace good leadership, training, and follow-up.

Our goal is for telehealth to become a natural part of EMS care for low-acuity callers.

We align coverage with your highest-volume for low-acuity callers: Monday through Sunday, 6 AM to 10 PM CT.

Nothing. RightSite earns its revenue from health plans, just like any other medical group. When coverage is available, the patient’s health plan is billed for the medical visit. The EMS agency is never billed.

If you call 911 for a problem that does not require emergency ambulance transport or an ER visit, you may be offered the option to speak instantly with the RightSite Care Team, led by board-certified ER physicians. A navigator then helps coordinate the care plan which may include delivering a prescription, booking an appointment, arranging a round-trip ride, helping you access your existing health plan benefits, or following up over the next several days to make sure you received the care you need and your issues have been addressed.

Yes. If you need an ambulance, EMS sends one.

You can. RightSite is a choice. The ER remains available if that is the care you want.

Actually, RightSite is much more affordable than an ER visit. RightSite cares for all patients regardless of their insurance status. For patients with insurance, our care fee is billed through

your health plan, just like any other doctor visit and your cost, if any, depends on your health plan benefits. By avoiding an unnecessary ambulance trip or ER visit, you avoid the much higher out-of-pocket costs ambulances and ERs often carry whi

RightSite serves eligible low-acuity 911 callers regardless of insurance status.