About BioTel

The BioTel EMS System is based at Parkland Health and provides medical control for emergency medical services agencies serving nearly 2 million people in Dallas County. The BioTel System is a coordinated partnership between Parkland, The University of Texas Southwestern Medical Center, 12 DFW-area fire departments, and one statewide private ambulance service. BioTel member agencies employ nearly 2,000 EMS professionals (paramedics and EMTs) and respond to more than 200,000 EMS 911 calls annually. This partnership requires collaboration with local hospital emergency departments, interfacility transport agencies, governmental entities and other organizations.

General questions or inquiries may be directed by email to biotel@phhs.org.

History

BioTel began operations at Parkland Memorial Hospital on January 3, 1975, when UT Southwestern cardiologist James Atkins, MD, and Parkland Trauma Surgeon Erwin Thal, MD, in partnership with the leadership of the Dallas Fire-Rescue Department, developed and implemented a new EMS training program for the City of Dallas. Parkland’s resident physicians and staff nurses provided newly minted, UT Southwestern-trained Dallas Fire-Rescue paramedics rapid access to physicians and nurses for medical consultation and direction through the BioTel Radio Room. This collaboration between UT Southwestern, Parkland and Dallas Fire-Rescue lives on today and has expanded over the last five decades to include EMS agencies from many other municipalities in Dallas County, forming the heart of the UT Southwestern/Parkland BioTel EMS system.

Communication Center

BioTel provides online medical control support for member agencies through its Communication Center. The Communication Center is physically located at Parkland Health and operates 24 hours a day, 7 days a week, 365 days a year to support EMS professionals in the field. It is staffed around the clock with nurses and paramedics who have extensive experience in EMS operations. EMS medical control physicians are also available 24 hours a day through the Communication Center for real-time consultation on complex patient care situations.

The Communication Center provides many critical support services, including facilitating patient movement during mass-casualty events, advising on termination of resuscitative efforts for cases of out-of-hospital cardiac arrest, providing medical orders for treatments outside of the Clinical Practice Guidelines, and assisting with high-risk patient treatment refusals.

Social Work

BioTel heard concerns from EMS crews regarding the limited options for citizens with social or non-medical issues that do not require emergency care. The BioTel Social Work program was established to give paramedics a resource for such vulnerable patients in need of additional community support. Frontline paramedics are now empowered to identify individuals they encounter who may benefit from a social work evaluation. BioTel collaborates closely with the leaders of each EMS agency on process implementation, recognizing that these individuals possess the most comprehensive understanding of their communities. Policies and procedures are customized to the needs and preferences of each agency.

Unlike other programs designed to address the increasing number of low-acuity 911 calls, the BioTel Social Work program accepts referrals directly from field personnel. When a BioTel EMS agency member identifies that a patient requires a social work evaluation, they submit a referral through their agency’s designated pathway. BioTel then schedules an appointment with the patient. A paramedic from the referring agency and a BioTel Social Worker jointly conduct a home visit with the patient. The team provides education, connects the patient with resources, and assists them in overcoming barriers. This method offers tailored patient support through a comprehensive view of the patient and supports the establishment of stronger community connections.

The BioTel Social Work program has been implemented in communities of various sizes and demographics. Departments using the program have noted a decrease in 911 calls and observed other long-term changes among citizens. In 2022, the BioTel Social Work program was acknowledged by America's Essential Hospitals with a Gage Award for Excellence and Innovation in Care for its initiative on home visits for prehospital referrals.

Learn about this award here.

The efforts and successes of the BioTel Social Work program have also been reported on in several other industry publications:

• JEMS - Impact of Implementing an Out-of-Hospital Social Work Program on a High-Volume Emergency Medical Services System
• EMS 1 - EMS Social Work: A New Approach to Serving Low Acuity Patients
• Fire Rescue 1 - Social Work Amid Social Distancing: How To Support Patients and First Responders

For inquiries related to BioTel EMS social work operations, please email emssocialwork@phhs.org.