Texas Children’s took another step forward in advancing patient care by uniting the Houston and Austin Mission Control transfer centers into a single, unified team. What may sound like a procedural change represents a significant step toward faster, more seamless access to care across our system.
Building One Team
Until now, Houston managed a high-volume transfer center while Austin operated on a smaller scale. Working separately, however, meant duplicate processes and at times slower communication.
“When Austin opened in February of 2024, they created a mini version of Houston’s Mission Control,” said Paola Soto, a transport nurse in Austin. “While we always envisioned being one team, it was hard to maintain that when you’re so separated.”
A call might begin with Houston only to be rerouted to Austin when capacity or specialty needs dictated a different path, essentially starting the process over. Now, with a single phone number, the idea is simple: one call, one answer, one team.
“Our goal was to create an integrated process that improves provider experience, eliminates redundant workflows, and most importantly, places the right patient in the right bed at the right time,” said Mission Control’s Medical Director, Dr. Mona McPherson. “We want to make it easier for physicians and patients to enter the Texas Children’s system, whether they’re coming from southeast Texas, west Texas, or even from out of state.” The integration also allows for more flexibility once a transport is underway. If a patient’s condition changes, teams can reroute mid-transport to the campus best equipped to meet their needs.
Technology as a Game Changer
Unifying two centers also meant bringing together different sets of technology. That required aligning phone systems, reconciling device differences, and finding faster, more reliable ways to connect providers. One of the most effective tools to emerge from that transition has been Epic Secure Chat, a fast, HIPAA-compliant platform that has quickly become a cornerstone of daily communication.
“Secure Chat was a game changer for Austin,” Paola said. “It’s instant communication. You can type in someone’s name or find a group, and you’re immediately connected, whether that’s a physician on call, a nurse or a member of the transport team.”
The tool has become instrumental for the merged transfer center, allowing providers to exchange updates, share images like X-rays securely, and collaborate on care decisions without delays. Staff now create a group chat every shift that includes all transfer center team members, as well as a separate chat with the Austin house supervisor. “It’s just faster, easier communication that helps us collaborate and take care of patients more efficiently,” Paola added. She hopes as the mobile version becomes more available in Houston, more providers and staff there will join in using it as their primary communication tool.
Unsung Heroes on the Move
Behind every successful transfer are the clinicians on the road and in the air: EMTs, respiratory therapists, nurses and paramedics. Known collectively as the Kangaroo Crew, the highly specialized transport team is responsible for caring for some of our sickest patients during transport.
The Kangaroo Crew’s fleet includes 10 ambulances, a Pilatus PC24 jet and a Bell 407 helicopter. “Whether it’s a premature infant, a child with complex heart disease or a mother facing a high-risk delivery, the team is prepared to provide ICU-level care the moment transport begins,” Transport Program Director Dr. Mubbasheer Ahmed noted.
Paola emphasized how much she values the EMTs and paramedics on her team. “They’re the ones out there seeing patients face-to-face, sometimes in really difficult situations, or managing the often-complex transfer center call process. They’re assessing, communicating and making sure those kids are stable enough to get here. We couldn’t do this without them.”
This summer, one of Texas Children’s medics, Nate Perez, was honored as the inaugural recipient of the Michael R. Johnson Award, the highest recognition a Kangaroo Crew member can receive. Read that story here. Nate has recently advanced to assistant director of the Transfer Center. Paola said she hopes the contributions of EMTs and paramedics will continue to be recognized across the system.
“Our EMTs and paramedics are the backbone of the transport team,” she said. “They don’t always get the spotlight, but their work is critical.”
A Perspective from Both Cities
Like many of her colleagues, Paola wears multiple hats. She may be in the field one day and in Mission Control the next, helping coordinate transfers and move complex cases forward. She brings a unique perspective to the merger. Before transferring to Austin, she worked in Houston as a transport nurse and manager for Mission Control’s transfer center.
“I know both systems,” she said. “Coming to Austin, we had the chance to try some new technology and processes, but the goal was always to be consistent across the system.”
A Win for Patients and Providers
The merger unified two teams that, while working toward the same mission, had developed different ways of doing things. Their integrated processes are still new, but the benefits are already becoming clear. Providers make one call and are connected to whichever campus best meets the patient’s needs. Teams can collaborate more quickly and, most importantly, children and families get to the right place for care without unnecessary delays.
As Paola put it: “What hasn’t changed is that our job is to get patients the care they need, as quickly as possible. Now that we’re working together, we’re able to share what’s been successful in each place and create a stronger team overall.”
Texas Children’s is grateful to the Mission Control and Kangaroo Crew teams whose collaboration, adaptability and commitment made this merger possible.
