Voices of Care: Real-Life Stories from Pager Health’s 24/7 Nurse Advice Line
When people are facing a health issue, whether it’s a medical emergency, a moment of uncertainty, or simply the need for direction, they shouldn’t have to navigate the healthcare system alone. Pager Health℠ can help.
Each month, our 24/7 Nurse Advice Line supports up to 10,000 members, delivering compassionate, evidence-based care across a broad range of concerns. Our nurse team uses Schmitt-Thompson® Triage Clinical Content and real-time plan data integrated with AI-driven tools to provide personalized answers and guide patients to the right level and location of care. Whether it’s via phone, chat, or another preferred communication channel, this is patient-centered care, offered without delay, without confusion, and with human kindness at its core. The results: 93% of health issues are resolved after the initial interaction with a nurse.
Here are four real-life stories that highlight the impact of our 24/7 Nurse Advice Line.
A Life-Saving Call from a Woman Alone
On a Saturday morning in Washington state, an 82-year-old woman living alone called Pager Health for the first time. She was having difficulty breathing, and her arms and lips were shaking. Newly diagnosed with diabetes and already managing high blood pressure, she was frightened but hesitant to call 911.
Nurse Tanisha from Pager Health immediately recognized the severity of the situation. While another nurse placed the 911 call, Tanisha stayed on the line, talking to and reassuring the patient until EMS arrived.
Later, Nurse Angela followed up and learned the woman had suffered a Transient Ischemic Attack (TIA), also known as a mini-stroke. She had been hospitalized for two days and was now recovering at home.
“It was awesome to be able to call that number. When you’re sitting here by yourself, you really don’t want to call 911. It was just really nice to call her, and she stayed on the phone until EMS got here. I must tell you, they had to take the phone out of my hand.”
Helping an Overwhelmed Caregiver Find Hope
Caregivers often carry a quiet but heavy burden. For a 75-year-old woman caring for her terminally ill husband, that burden had become too much.
“I am at the end of my rope,” the woman told Pager Health Nurse Stephen. “I need help—I can't do this anymore. Sometimes I think it would just be better to take my husband's pills in front of me to end it all.”
Stephen listened closely, assessing her safety while offering empathy and support. After determining she was not actively suicidal, he facilitated a warm transfer to the 988 crisis line. Unfortunately, that service couldn’t offer the in-home resources she truly needed.
Refusing to let the woman fall through the cracks, Nurse Stephen called her back the next day. By listening carefully, he discovered that a case manager from her husband’s recent hospital discharge had failed to follow up. Taking the initiative, Stephen re-engaged the hospital’s care team and coached the woman on how to advocate for herself and insist on receiving in-home support before her husband returned home from the hospital. Through his determination, Stephen didn’t just triage the patient; he provided whole-person care with compassion and understanding.
Guidance for Someone Without a Primary Care Provider
This next story illustrates how, for patients without a primary care provider, connecting with someone who listens closely and offers thoughtful guidance can make all the difference.
A 26-year-old man reached out to Pager Health via chat. He was experiencing debilitating headaches, light sensitivity, vomiting, and difficulty concentrating. Not having a primary care provider, he wasn’t sure what to do.
Nurse Nicole of Pager Health provided immediate support, recommending symptom-relief strategies and advising him to seek care at an urgent care center. She also guided him through the process of finding a primary care doctor. The man followed through and received treatment, reporting later that his symptoms had improved significantly.
“I really like the way you were listening to every single detail I mentioned, and how you carefully acknowledged them all. Thank you so much for that.”
Support for a Mental Health Crisis
Pager Health’s Nurse Advice Line isn’t just for physical symptoms. It’s also a lifeline for those experiencing emotional distress.
One night, a 23-year-old woman experiencing anxiety reached out via chat. Her symptoms, which included chest pain and a racing heartbeat, were frightening and overwhelming. Nurse Nicole provided reassurance and shared practical strategies for managing anxiety and panic attacks. Nicole also explained the warning signs that would warrant an emergency room visit.
Later, in a follow-up chat, the woman shared that her anxiety and chest pain had subsided thanks to the care advice she received.
“Besides helping me get to the bottom of my worry, I felt like I was really heard, so thank you.”
That’s what real care feels like, being seen, being heard, and being supported in a moment of vulnerability.
Patient-Centered Care That Makes a Difference
These four stories are just a glimpse into the thousands of connections our nurses and care navigators make every month. By being available in the moments when people feel most vulnerable, Pager Health delivers timely, compassionate, and effective support. The result is an industry-leading Net Promoter Score of 93. and an average of $211 in savings per clinical encounter, real-life proof that cost-saving care can also be convenient and compassionate.