Expansion after 4x improvement in patient satisfaction

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

  • Patient satisfaction: Patients report an improvement from 1 to 4 on a 1-5 point scale.
  • 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.
  • Cost savings: Evidence of 43% reduction in costs

Overview

Johns Hopkins Bayview Medical Center (JHBMC) is a full-service, Joint Commission- accredited academic medical center part of the Johns Hopkins Health System (JHHS) located in Baltimore, Maryland. 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.

Challenge

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, and improving patient/caregiver satisfaction with transportation experience.
Introduce Efficiencies: Improving patient flow, thereby facilitating discharges and reducing ED wait times, and reducing staff time required to request and track transportation services.
Reducing Costs: Decreasing missed appointment rates and lowering direct transportation costs.

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

Impact

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.
Cost savings: Evidence of 43% reduction in costs **In the first five pilot units during the first two months of the pilot, as measured by the average cost per ride.

“We are thrilled to be a part of the solution for improving 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 its Lifeline program.

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

– Mark Switaj
CEO, Roundtrip

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