Editor's note: This story was updated on November 29, 2018.
When Valley Health's community needs assessment showed patients were having trouble getting to appointments, the strategy team at one of their system hospitals—Page Memorial Hospital in Luray, Virginia—investigated rideshare options as a solution to meet demand and appeal to more consumers.
How to create a consumer-focused digital strategy
But with just two Uber drivers in their rural Virginia market, a partnership with Uber or Lyft—an increasingly popular option in more suburban and urban settings—was unrealistic. And with no nearby taxi companies, a more traditional taxi voucher approach was no more promising.
Instead, Page Memorial Hospital developed a low-tech, low-cost solution. The hospital's receptionists offer patients at risk for appointment cancellation or no-show a free ride to their visit, and, using a rented van from a community partner, a courier takes the patient to and from his or her visit.
The results are as impressive as the solution is ingenious: The ride option decreased ambulatory no-show rates from 7% to 4% in just eight months. The courier averages 7.5 rides per week, but that number is quickly growing as more patients learn about the program. The strategy team has even heard stories of new patients choosing Page Memorial Hospital because of its transportation support program.
We sat down with Valley Health leaders to get their advice for other systems facing patient transportation barriers.
Thanks to Ben Dolewski, Operations Manager; Travis Clark, VP of Operations; and Steven Levy, Manager of Business Development from Valley Health for sharing their insights with us.
Create your free account to access 2 resources each month, including the latest research and webinars.
You have 2 free members-only resources remaining this month remaining this month.
1 free members-only resources remaining this month
1 free members-only resources remaining this month
You've reached your limit of free monthly insights
Never miss out on the latest innovative health care content tailored to you.
You've reached your limit of free monthly insights