EMS-811 Shared Response Line surpasses 50,000 calls, health organizations report

By ANNA SMITH Local Journalism Initiative on August 7, 2025.

asmith@medicinehatnews.com

Primary Care Alberta and Alberta Health Services are boasting the successes of the EMS-811 Shared Response Line, as the 50,000-call milestone has been reached.

The line, a provincewide service, connects callers with a registered nurse at Health Link 811 if they are assessed to not be in need of an ambulance, helping avoid unnecessary ambulance responses 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,” said 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.”

Roughly one-quarter of callers redirected were advised to care for themselves at home, and about one-third were advised to see a family physician, says AHS. Other callers were directed to community-based health-care services and resources, including dentists, pharmacists and public health nurses, following internationally accepted guidelines to assess the seriousness of every call for an ambulance.

“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,” said 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,” said MacDonald.

Residents seeking health advice for non-urgent health concerns are advised to call Health Link 811, where a registered nurse will provide health advice, guidance, support or referrals. For health emergencies such as chest pain, trouble breathing, stroke symptoms, major bleeding, or significant trauma, Albertans should call 911.

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