FirstCall Telehealth

Enterprise Deployment Framework

A structured rollout designed for high-risk, high-accountability frontline environments.

Phase 01

Operational Alignment

Define the clinical decision architecture before the first case begins.

  • Workforce segmentation
  • ER escalation thresholds
  • Exposure pathway alignment
  • Work status framework
  • Portal role configuration
  • Intake routing pathways
How It Works

Your care, step by step.

From the moment of injury to your return to work — here is exactly what to expect.

Step 1

Start a Case — Right Where You Are

You don’t need to drive anywhere or wait in line. As soon as an injury or exposure happens, open FirstCall on your phone using the secure link or QR code from your department or facility.

How to access

Scan the QR code, open your secure link, or call the FirstCall line. No app download needed.

What you'll enter

Your name, ID or badge number, what happened, and where you're hurt. Takes under two minutes.

When to start

Any on-duty injury or exposure — even one you’re unsure about. Starting a case creates a record at the time of injury, which protects you if symptoms develop later.

Shield
Your records are private.

Your medical information is not shared with your supervisor or employer. Only your work status — whether you’re cleared for full duty, modified duty, or time off — is communicated to your department or facility.

Step 2

Speak with a — Clinician

Within minutes, you’ll be connected with a specialized clinician for a video or phone consultation to determine the best path forward for your care.

What they assess

How the injury happened, where it hurts, how it affects your movement, and whether you need to be seen in person.

What you receive

Clear instructions for managing your injury — what to do, what to avoid, and what warning signs to watch for over the next day or two.

Your work status

Full duty, modified duty, or time off — determined by the clinician and documented as part of your case.

When will you be sent to the Emergency room?

Only when your injury specifically requires it — not as a default.

Go to the ER if you have...
  • A suspected fracture
  • Head injury with confusion
  • Chest pain or trouble breathing
  • Bleeding that won't stop
  • Numbness or loss of function in a limb
  • Eye injury with vision changes
Managed through FirstCall if...
  • Muscle strains or sprains
  • Minor cuts or bruising
  • Exposures handled under protocol
  • Injuries stable enough for a follow-up visit
  • Anything that doesn't meet ER-level criteria

If you're sent to the ER, the clinician contacts the facility before you arrive so you're not starting over in a waiting room.

Step 3

Needlestick or Blood Exposure? Don't Wait.

Officers, EMS, and healthcare workers all face bloodborne pathogen exposure as a condition of the job. If your injury involves a needlestick, blood contact, or an unknown substance, you’re moved into a separate, time-sensitive process. Protective medication — when needed — has to start within hours.

Right now

Open a case and flag it as an exposure

Do not wait until end of shift or your next appointment.

Right now

The clinician reviews the details of the exposure

A physician determines whether protective medication is needed.

< 2 hours

If medication indicated,

A prescription is sent to the nearest pharmacy. Starting within the two-hour window makes it most effective.

Same day

Lab work ordered

Lab work is ordered so you can get a baseline blood draw at a location convenient to you.

6 wk / 3 mo / 6 mo

Follow-up lab draws scheduled

Follow-up lab draws are scheduled automatically. Your case stays active — nothing falls through the gap.

All required workplace exposure reports are filed as part of your case — you don't need to navigate separate paperwork.

Step 4

Your Paperwork Is Handled

Every visit automatically generates the records your employer, HR, and workers’ compensation carrier need. You don’t have to track it down or follow up.

Visit Record

A complete account of your evaluation, findings, and care plan.

Work Status Letter

Full duty, modified duty, or time off — with any restrictions clearly stated.

Injury Report

Filed automatically at the time of your visit — no separate form to complete.

Workers' Comp Package

Everything your carrier needs, ready from day one.

Documentation written at the time of injury carries far more weight in a workers’ compensation claim or dispute than notes put together days or weeks later.

Step 5

Followed Up Until You're Back

Your case stays open until you’re cleared or handed off to a specialist. You won’t be left without a next step.

Check-ins

Follow-up visits at 48 hours, 5 days, and 2 weeks as needed — each one updating your work status as you recover.

Specialist referral

If you need a specialist, we coordinate the referral and send your full case history so you don’t have to repeat yourself.

Return to duty

A physician reviews and signs your clearance — specifying full or modified duty and any restrictions, formatted for your supervisor.

Common Questions

Questions we hear most often

No. Your medical records are private and are not shared with your employer without your permission. The only thing your department or facility receives is your work status — whether you're cleared for full duty, modified duty, or need time off — along with the date and general nature of the work-related injury. This is standard practice for any occupational health provider.

Yes — always start a case. Many injuries, including muscle injuries, joint impacts, and exposures, don't show their full extent right away. Having a clinical record from the day it happened protects you if symptoms get worse later. There's no downside to reporting something minor, but there can be a significant downside to not reporting something that turns out to be more serious.

No — and it's not meant to. If your injury requires emergency care, the clinician will tell you immediately and contact the ER before you arrive. What FirstCall prevents is ending up in an emergency room for an injury that didn't need to be treated there in the first place — which happens far more often than it should.

Open a FirstCall case right now and identify it as an exposure. Do not wait until the end of your shift. Protective medication, when needed, is most effective when started within two hours. A physician will review your case immediately and, if medication is indicated, a prescription will be sent to the nearest pharmacy.

A licensed nurse practitioner or physician assistant — the same type of clinician you'd see at an occupational health clinic or urgent care. A board-certified physician supervises the team and personally reviews any decision that requires escalation, an exposure case, or a return-to-duty clearance. This is a physician-supervised clinical team, not an automated service.

Yes. Nurses, aides, technicians, and other clinical staff face the same kinds of on-the-job injuries as first responders — needlesticks, patient-handling injuries, workplace assaults — and are covered under the same workers' compensation rules. The FirstCall process is exactly the same, with documentation formatted to meet the requirements of your facility's HR and compliance teams.