posted July 23, 2025

Patient Advocacy Program Helps Former Patient Focus on Healing After Accident

JOHNSTOWN, NY — July 23, 2025 — A year after her severe accident, Donna Dunston reunited with Air Methods’ LifeNet of New York critical care team, who played a crucial role in providing her air medical transport to a higher level of care. Reuniting at the Montgomery County 911 Center today, Dunston was able to personally thank the crew. Dunston, a longtime EMS professional and dispatcher for Montgomery County for almost 20 years, credits the swift action and expert care of the crew for giving her the best chance to heal.

In June 2024, while unloading hay in Schoharie County, Dunston slipped from a wagon onto a hay trailer tongue covered in chaff, causing her to be thrown, landing on her back. Although initially believing she only had the wind knocked out of her, she quickly realized she was seriously injured and bleeding internally.

The local ambulance service arrived first and activated LifeNet of New York for critical care support. The air medical crew arrived shortly after and assisted the ground crew in stabilizing her and managing her pain before transporting her to a hospital.

“They were phenomenal,” Dunston said. “On a good day, I wouldn’t go near a helicopter. But they made me feel safe, seen, and cared for. I was in unbearable pain, but they made sure I was as comfortable as possible before we even took off.”

The trauma left Dunston with extensive internal bleeding, requiring surgery months later to remove a massive hematoma. Even after a lengthy recovery that included drains and follow-up procedures, she remained focused on healing—until she received notice that her private insurance had denied her transport claim.

“I thought, because I do have good insurance, the transport would’ve been covered, or that I would at the very least have to meet my deductible, but the transport was denied,” said Dunston. “After a serious accident like I had, the recovery alone can be daunting. Add a denied claim on top of that, it’s hard to stay focused on recovering.”

Thanks to LifeNet of New York’s Patient Advocacy program, however, Dunston was able to focus on her physical recovery while a dedicated advocacy team worked behind the scenes to resolve billing concerns.

As part of LifeNet of New York’s Patient Advocacy program, patients like Dunston are supported well beyond the transport itself. The program ensures patients understand every step of their air medical care, from billing assistance to navigating recovery. LifeNet of New York’s advocacy team works with all patients, regardless of insurance status, helping them focus on what truly matters — recovery and healing.

“We recognize that being airlifted is often one of the scariest and most vulnerable moments in someone’s life,” said Senior Manager of Patient Relations Jason Doyle. “That’s why our commitment to care extends far beyond the aircraft. From bedside or on scene to post-transport, we support every patient every step of the way.”

LifeNet of New York, operated by Air Methods, plays a vital role in bridging the gap in rural healthcare, especially in regions like Schoharie and Montgomery counties. Their ability to provide critical care transport from remote locations ensures patients receive timely, lifesaving treatment that local ground services often can’t deliver alone.

“We augment ground EMS with the ability to provide emergency blood transfusions, rapid and advanced airway management, as well as an expanded medication scope of care to treat patients on the scene just like they are in an intensive care unit (ICU) at a hospital. We work in tandem with ground crews to provide definitive care throughout the state,” said Kyle Daley, a LifeNet of New York flight nurse who cared for Dunston that day. “It’s great to be able to reunite with Donna and see her doing so well. It means a lot seeing our team had such a positive impact.”

Dunston’s experience highlights both the critical need for air medical transport in rural communities and the value of patient-centered support after the emergency is over.

“I’ve been on the other side, as an EMT and dispatcher, but being the patient gave me a whole new perspective,” said Dunston. “From the air crew to those behind the scenes in the patient advocacy department, I can’t thank the team enough.”

For more than 30 years, the LifeNet of New York program has been a trusted provider of air medical services, transporting over 65,000 patients across the state. LifeNet offers both rotor wing and fixed wing services through 12 bases across the state. This network of care ensures that patients can be transported rapidly to the appropriate medical facility, playing a crucial role in both rural and urban areas where timely medical intervention can be a matter of life and death.