WINK Investigates Reporter Olivia Jean
•9/1/2026
LEE COUNTY, Fla. — A Lee County woman whose experience with the county's 911 telehealth program was the subject of a WINK Investigates report last week took her concerns directly to county commissioners Tuesday, asking them to closely examine the program before another resident experiences what she says happened to her.
Lauren Adema called 911 in late June while experiencing severe abdominal pain. A recording of the call, obtained by WINK Investigates through a county public records request, captures Adema telling the dispatcher: “I'm having very severe abdominal pain... and I need to go to the hospital.”
The dispatcher asked Adema two screening questions before telling her she was being transferred to telehealth.
“Based on your symptoms, I'm transferring you to Lee County 911 Telehealth,” the dispatcher said.
On Tuesday, a county spokesperson said Lee County Public Safety has reviewed Lauren's case.
That call brought her before the Lee County Board of County Commissioners on Tuesday.
Standing before commissioners during public comment, Adema described her experience in June calling 911.
“I was in severe pain and did not understand that I was being diverted away from an ambulance response. I assumed an ambulance was still coming,” she said to commissioners.
Adema previously told WINK Investigates she eventually connected with a telehealth doctor, who told her she needed to go to the hospital.
When she asked for an ambulance, Adema says she was told none were available and was offered a car service instead.
She said she did not feel comfortable riding alone with an unknown driver while experiencing a medical emergency and ultimately drove herself to the hospital.
Two days later, Adema says her condition worsened. She called 911 again and says she specifically refused telehealth. An ambulance responded, and she spent four days in the hospital.
WINK Investigates previously reviewed county records and the agreement between Lee County and MD Ally as part of its investigation into Adema's experience.
County records say patients may refuse telehealth and request an ambulance instead.
However, in the 911 recording obtained by WINK Investigates, Adema was told she was being transferred to telehealth. The recording does not capture the dispatcher asking whether she wanted that option before the transfer.
"The public deserves to know how these decisions were made," she told commissioners.
Adema said she decided to address commissioners because she wanted county leaders to hear directly about her experience and the questions it raised for her about the county's 911 telehealth partnership.
“Please investigate this for the residents of Lee County," Adema told commissioners.
She gave them some specifics: “I respectfully ask this Commission to independently investigate the program’s current and historical transfer criteria; who authorized each expansion; the medical evidence supporting those decisions; how MD Ally was selected and compensated; how many callers were transferred and later required ambulances; and whether financial considerations influenced utilization,” Adema told commissioners.
Adema asked county leaders to look closely at the policies and procedures governing the program, including how 911 callers are determined to be appropriate for telehealth and how the criteria for transferring callers has changed over time.
"I also ask you to review the role of Public Safety Director Ben Abes in developing and promoting this program, including county-funded travel or compensated time connected with appearances involving MD Ally," she added.
She also raised questions about how the telehealth company, MD Ally, was selected. The County tells WINK Investigates the partnership has been active since 2022.
WINK Investigates asked a Lee County spokesperson whether it plans to investigate Adema’s concerns or review her specific case, whether commissioners'/county staff will consider a review of the program and whether Public Safety Director Ben Abes would like to respond to the concerns raised during public comment. We are still waiting for a response.
Tuesday afternoon, a county spokesperson wrote back, "Lee County EMS receives 300 to 375 calls daily, and of those typically 2 to 5 lower-acuity patients are handled by an MD Ally board-certified emergency physician. Those referred calls go through a rigorous quality-control process, and any customer complaints are carefully reviewed for any necessary follow-up actions.
Lee County Public Safety reviewed this case, contacted MD Ally and action was taken the same day that staff received the patient’s complaint. The medical director for MD Ally also followed up and spoke with the patient that same day.
Regarding the contract, there are no costs to the county, and the county does not recover any revenue for each referral. There also is no quota."
WINK Investigates followed up to clarify what action was taken and what the conclusion of the review was. We are still waiting for a response.
Commissioners did not respond to Adema during public comment. Public comment speakers are generally permitted to address the board, but commissioners are not required to respond.
After the meeting, WINK Investigates asked Commissioner Brian Hamman and Commissioner Trish Petroksy to speak about Adema’s experience and Lee County’s telehealth partnership. Both declined, citing HIPAA.
WINK Investigates contacted the rest of the commissioners via email for a comment, but have not heard back.
MD Ally has not answered numerous requests for an interview.
For Adema, the issue is personal but she told commissioners Tuesday that she is also concerned about the next person who calls 911 expecting emergency help.
WINK Investigates does not know whether Lee County commissioners will take up her request for a closer review of the county's 911 telehealth program.
