Implementation of a non-emergent medical transportation programme at an integrated health system

ObjectivesTo implement a unified non-emergency medical transportation (NEMT) service across a large integrated healthcare delivery network.MethodsWe assessed needs among key organisational stakeholders, then reviewed proposals. We selected a single NEMT vendor best aligned with organisational priori...

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Published inBMJ health & care informatics Vol. 28; no. 1; p. e100417
Main Authors Lyons, Patrick G, Ramsey, Brett A, Welker, Michael, Guinn, Megan, Ernest, Janice K, Kosydor, Ali, Maddox, Thomas M
Format Journal Article
LanguageEnglish
Published London BMJ Publishing Group Ltd 06.09.2021
BMJ Publishing Group LTD
BMJ Publishing Group
Subjects
Coronaviruses
Cost control
COVID-19
Health care policy
Health informatics
Health Insurance Portability & Accountability Act 1996-US
health services accessibility
Hospitals
Implementer Report
Medicaid
patient care
Patients
Rural areas
Scheduling
Software
Stakeholders
Success
Wheelchairs
United States > US
Illinois
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Summary:ObjectivesTo implement a unified non-emergency medical transportation (NEMT) service across a large integrated healthcare delivery network.MethodsWe assessed needs among key organisational stakeholders, then reviewed proposals. We selected a single NEMT vendor best aligned with organisational priorities and implemented this solution system-wide.ResultsOur vendor’s hybrid approach combined rideshares with contracted vehicles able to serve patients with equipment and other needs. After 6195 rides in the first year, we observed shorter wait times and lower costs compared with our prior state.DiscussionEssential lessons included (1) understanding user and patient needs, (2) obtaining complete, accurate and comprehensive baseline data and (3) adapting existing workflows—rather than designing de novo—whenever possible.ConclusionsOur implementation of a single-vendor NEMT solution validates the need for NEMT at large healthcare organisations, geographical challenges to establishing NEMT organisation-wide, and the importance of baseline data and stakeholder engagement.
Bibliography:ObjectType-Article-1
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ISSN:2632-1009
2632-1009
DOI:10.1136/bmjhci-2021-100417