Johns Hopkins Bayview Medical Center Expands with Roundtrip after Improvement in Patient Satisfaction Scores

Roundtrip Team
Roundtrip Team

Johns Hopkins Bayview Medical Center (JHBMC), a part of the Johns Hopkins Health System (JHHS), is an acute care, academic medical center, located in Baltimore, Maryland. JHBMC had a need for efficient, reliable, cost-effective transportation services for its patients, and selected Roundtrip as a partner to start solving these transportation issues. The partnership with Roundtrip at Johns Hopkins Bayview supports population health initiatives for substance use disorder, cardiac care, and oncology treatment.

Given the success in the pilot areas at the JHBMC, Roundtrip will now be expanded to include all inpatient units and the Emergency Department at Johns Hopkins Bayview.

Partnership Goals

Roundtrip launched at Johns Hopkins Bayview last summer, focused on reaching the following goals:

  • Improving Quality
    • Eliminating transport vendor “no-shows”
    • Reducing patient wait times from point of ride request to pick up
    • Improving patient/caregiver satisfaction with transportation experience
  • Introduce Efficiencies
    • Improving patient flow, thereby facilitating discharges and reducing ED wait times
    • Reducing staff time required to request and track transportation services
  • Reducing Costs
    • Reducing missed appointment rates 
    • Reducing direct transportation costs

Successful Results

Prior to launch, Roundtrip and JHBMC teams tracked baselines and performed regular check-ins to track progress over the pilot period. Several key performance indicators (KPIs) were established to measure success. These specific KPIs and the associated goals are as follows:

  • A reduction in patient safety issues (measured in the number of HERO events reported)
  • Less time spent scheduling, coordinating and monitoring patient rides (measured in minutes)
  • Increasing patient satisfaction (measured on a 1-5 scale, 1 being the worst and 5 being the best)
  • Increasing employee satisfaction (measured on a 1-5 scale, 1 being the worst and 5 being the best)

Since launching, JHBMC has collected the baseline metrics and has measured impact including:

  • Patient Safety: 0 HERO events since launch, as compared to 10 HERO events in 2017. JHBMC uses the HERO system to track patient safety concerns and events within the Medical Center.*This data was collected from the first five pilot areas at JHBMC
  • Ride Scheduling: Transportation coordinators can schedule a ride for a patient in two minutes or less. Before Roundtrip, transportation coordinators experienced a burdensome, fragmented process including multiple phone calls and faxes. Based on industry data, transportation coordinators report time and work efficiencies by as much as 90%. Transportation coordinators report they have greatly improved process efficiency. 
  • Overall patient satisfaction: Patients report an improvement from 1 to 4 on a 1-5 point scale.
  • Overall employee satisfaction: Reported from all hospital workers involved in the transportation sequence has changed from 1 to 4 on a 1-5 point scale.
  • Evidence of 43% reduction in costs **In the first five pilot units during the first two months of the pilot, as measured by average cost per ride

Roundtrip is thrilled to be impacting patient satisfaction, patient experience, and healthcare employee satisfaction at Johns Hopkins Bayview. “Johns Hopkins is an international leader in healthcare innovation, particularly in healthcare transportation with their Lifeline program.”  Mark Switaj, CEO of Roundtrip, shared.

Switaj adds, “Through this partnership, we created a model to expand access, which resulted in a 4x improvement in satisfaction for patients and employees alike. Our model empowers the patient, care team and family members cohesively through coordinated rides. We know this data-driven model for healthcare transportation is the future. Through data, we are able to empower, and improve the outcome.” 

About Roundtrip

Roundtrip is the leading digital transportation marketplace for better health outcomes. We provide a simple, comprehensive patient ride ordering software that makes available a community of ride providers who complete the transport. The company is leading the industry in reducing patient no-shows through improved ride management.

Roundtrip is built for healthcare professionals — care coordinators, social workers, nurses, and other transport requestors —and offers easy-to-use online and mobile platforms that connect patients with non-emergency medical transportation (NEMT). Roundtrip is a comprehensive solution which supports all levels of transport: medical cars, wheelchair vans, stretcher vehicles, ALS/BLS, all payors, and all trips delivered when and where they are needed.

Roundtrip is doing more than expanding access to care; we are changing how people manage their health in their everyday lives. As we address social determinants of health and aging in place, Roundtrip is driven to deliver engaged and empowered transportation experiences for our riders. Roundtrip was part of Johns Hopkins University’s M-1 accelerator. Roundtrip and Johns Hopkins Tech Ventures (JHTV), the university’s intellectual property arm, continue to have an active relationship, which includes pitch support, investor introductions, and references.

About Johns Hopkins Bayview Medical Center

Johns Hopkins Bayview Medical Center is a full-service, Joint Commission-accredited academic medical center. Among the wide range of services offered are an area-wide trauma center and the state’s only regional adult burn center. Founded in 1773, Johns Hopkins Bayview has 430 licensed beds, plus 45 neonatal beds. It is home to several centers of excellence including stroke, geriatrics, joint replacement, and bariatrics to name a few. As part of the Johns Hopkins Health System, our physicians hold full-time faculty positions at The Johns Hopkins University School of Medicine. For more information, visit