Non-Emergent Medical Transportation

The Idea

Lack of transportation is a well-known hurdle to patients receiving necessary medical care. The problem presented to the Innovation Lab was to figure out how we could better serve the transportation needs of our patients, thus increasing appointment adherence, access to non-emergent medical care, and the overall patient experience with BJC HealthCare. Prior to the Innovation Lab’s involvement, patient ride responsibility fell on frontline staff and a myriad of solutions across the health system. This led to inconsistent patient experiences, inefficiency for staff, and a large administrative burden.

Our Approach

In 2019, we selected a transportation broker to act as a single vendor to support the entire volume of rides across the organization. Our vendor provides a web-based digital technology that hails transportation from one of its subcontracted providers and real-time integration with rideshare companies. This platform provides a much more efficient process that enhances the patient experience and reduces that administrative burden by being a single contracted transportation provider.

The Solution

Positive outcomes have been reported as: reduced costs for transportation to the organization, increased efficiency in hailing rides, reduction in time to arrive, and significantly increased arrival of vendor transports. As of the end of 2020, at the Lab’s operational handoff, the following BJC/WUSM organizations had initiated implementation of this solution to provide consistent patient transportation:

  • BJC Medical Group
  • Barnes Jewish Hospital
  • St. Louis Children’s Hospital
  • BJC COVID-19 Platform
  • Christian Hospital
  • Siteman Cancer Center
  • St. Peter’s Hospital
  • Progress West Hospital
  • Siteman/BJH Breast Health Center
  • SLCH: Raising St. Louis
  • SLCH: Healthy Kids Express
  • Missouri Baptist Medical Center
  • Washington University Faculty Practice Plan