01 \ Case Studies
WellStar MCG Health: Building Full Operational Visibility with Vellox Dispatch Pro and Ops Suite
Since bringing dispatch in-house in 2022, WellStar MCG Health has relied on Vellox Dispatch Pro and Ops Suite to streamline mission coordination and flight data for its hospital-based air medical program in Georgia.
About WellStar MCG Health
WellStar MCG Health runs a hospital-based air medical flight program in Georgia, coordinating patient transports, scene calls, and maintenance legs around the clock. In 2022, the program brought dispatch in-house and rebuilt its operation on an integrated Vellox stack — Dispatch Pro for mission coordination and Ops Suite for flight operations — flown in partnership with its operating partner. Today, 100% of flights move through both systems as a single workflow.
The Challenge
Before the move, dispatch ran through a third-party 911 provider — on phones, spreadsheets, and disconnected tools. There was no clean way to see what was actually happening across the program. As Rebecca Fortson, who led the move, puts it, the numbers lived in hallways and hunches.
Reporting was built from memory, not data. Leadership had no hard evidence to make the case for another aircraft or more crew. And every time information is re-keyed between separate systems, there’s room for a coordinate — or a crew update — to get lost in translation. For a 24/7 air medical operation, that’s not just inefficient. It’s a risk.
200% more requests and 150% more data points captured in month one
200% more requests and 150% more data points captured in month one
The Solution: Vellox Dispatch Pro and Ops Suite
WellStar MCG brought dispatch in-house and built the workflow on Dispatch Pro from day one — the only dispatch platform the team has ever used, by design. Designed on a blank canvas, then paired it with Ops Suite so every mission runs through both products as one connected workflow.
Dispatch Pro — where the call lives: call intake & QA, priority triage, asset matching, and real-time tracking.
Ops Suite — where the flight flies: OCC visibility, in-flight pilot updates, FAA-grade records, and maintenance ops.
The two are really one. A day in the life: a request lands in Dispatch Pro, where priority is set and the asset is matched. Coordinates, patient details, and leg changes flow straight to Ops Suite — no re-keying, no transposition errors. Updates reach the cockpit almost immediately. One edit ripples across both systems, and the data stays in sync from the call to the cockpit.
“I can’t imagine doing this job on two separate platforms.” — Rebecca Fortson, WellStar MCG Health
“I can’t imagine doing this job on two separate platforms.” — Rebecca Fortson, WellStar MCG Health
For WellStar MCG, one connected workflow took the duplicate work out of every mission.
For WellStar MCG, one connected workflow took the duplicate work out of every mission.
Running Dispatch Pro and OpsSuite as a single system means the call lands in one place and the data flows to the other — no re-keying, no transposition errors. Today 100% of flights move through the integrated workflow, and the team captured 200% more requests in their first month on the platform.
Behind that build is a Vellox team that stays close. As Rebecca Fortson puts it: "The support offered by Vellox is top-notch. I never felt ignored or without somebody to point me in the right direction."
One platform, one source of truth, and people who show up when it matters.
The Results
The first month turned an operation that ran on memory into one that runs on data.
Data That Drives Decisions
In the first month on Dispatch Pro, the program captured 200% more requests — roughly 150% more data overall. That data now powers custom reporting leadership actually uses, and gives the program hard evidence to make the case for another aircraft or more personnel. It’s QA visibility the old 911-provider setup never allowed.
Safety Through Integration
When two systems are really one, integration becomes a safety measure.
Accuracy: what’s entered in Dispatch Pro is what shows in OpsSuite. Immediacy: scene-call changes reach the cockpit almost immediately, not after another handoff. Visibility: OCC, the operating partner, and FAA-facing records all look at the same record the dispatcher is holding. There’s no flipping between unlinked platforms, where small errors become big ones.
Operational Efficiency
One workflow replaced two. No re-keying between systems, no duplicate entry. Today 100% of flights move through the integrated workflow, run by a stable comm-center team — including two dispatchers brought over from a fragmented prior setup who now work in a single, connected environment.The system grew with the organization as it expanded operations and staff.
User Experience
For the people running the operation, one source of truth means less admin and more confidence on every mission.
Partnering for Continuous Improvement
As their flight program grows, the Vellox team partners closely with operators like WellStar MCG Health to turn day-to-day data into better decisions. With dispatch built in-house on Dispatch Pro and paired with OpsSuite, every mission now generates the kind of record the program could never see before.
"Data drives the world," says Rebecca Fortson. That data now powers custom reporting leadership actually uses—and gives the program hard evidence to make the case for another aircraft or more crew.
Today, Dispatch Pro and OpsSuite remain the digital backbone of WellStar MCG's operation—enabling data-driven decisions, transparent reporting, and a single source of truth from the call to the cockpit.
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