Contract to assist with San Antonio nonemergency calls, telemedicine services

During its Dec. 19 meeting, San Antonio City Council voted to authorize a contract with RightSite Health Physicians to provide telemedicine and patient navigation services for the San Antonio Fire Department’s Communications and Emergency Medical Services division.

What you need to know

According to city documents, the contract allows RightSite to assist EMS with 911 nonemergency calls and to integrate telehealth consultations with ER doctors through patient navigators during dispatch and on-scene responses. RightSite will guide patients to appropriate care settings to reduce unnecessary emergency room visits.

To test different services, the city ran a pilot program from Sept. 25, 2023, to Nov. 11, 2024. During the program, 3,130 calls were transferred to telemedicine service companies, with 83% of the calls handled by RightSide.

The contract will run until Dec. 31, 2027, and has an option for two additional one-year renewals. RightSide’s services will come at no cost to the city, with expenses covered by the patient’s insurance.

How we got here

City officials issued a request for qualifications for the “Annual Contract for SAFD Telemedicine and Patient Navigation" on Aug. 26. Proposals were received from RightSite Health Physicians, Statcare Urgent & Walk in Medical Care and Universal Solutions Group.

Consisting of representatives from the fire department and the police department with assistance from the San Antonio Finance Department’s Procurement Division, the evaluation committee scored the companies in four categories, with additional consideration for references and financial qualifications.