Over the past 14 months, SPLT has built and successfully launched a platform in Non-Emergency Medical Transportation where hospitals can arrange transportation for their patients using the ridesharing platform Lyft. Rather than waiting for hours for a pickup at home or in the hospital, patients have rides that arrive in minutes. For the Just Walk In Challenge, we interviewed hundreds of patients in hospitals and answer is not more apps or wearables or chips. The emergency patients are random and they have a finite window of time. The answer is constant communication and relay of information back to the hospital. Having the patient flip through the phone or ipad searching for the response or typing something into a text box when he or she is in distress can leave huge room for error. The way to relieve that is to have a live operator that is interacting with the patient on his or her phone while the answers and responses are recorded.
Here’s how the system works:
If the patient is experiencing distress, they can either a) use the SPLT Rides to hail, either ahead of time or on-demand, non-emergency medical transportation through our mobile and web-based platform or b) If the patient does not have a smartphone, call the SPLT Platform to arrange a ride. All they need to do once they enter the vehicle is continue the conversation with our platform. If they prefer to enter the information through their phone, they can. If they are not in a state where such interaction is possible, then they can press the “assist me” button on the app where a human operator will walk them through the questionnaire and record their responses. To ensure accuracy, each answer is also displayed to the patient on the screen. For those who don’t have smartphones, a tablet can be hung on the back of the driver’s seat to complete this interaction.
As soon as the conversation begins, the patient’s information is relayed through another patient management platform such as Twiage to the hospital. SPLT’s expertise is in the transportation space and providing alternative communication channels (chat, phone, land-line) with underserved populations. Integrations with mobile health hardware can be made so that additional vital signs can be monitored during the ride, but as stated earlier the ability of the patient to self-apply these devices can be hindered by their distressed state. During the conversation, the screen will also display brightly the ETA to the hospital so that the patient is made further aware of when they will arrive.
Once the patient arrives, the app will display an internal map for the hospital location and let him or her know where to go next. Because emergency room already knows the information, a quick assessment can be performed upon the patient’s arrival to determine if it is an emergency or non-emergency. Since the majority of patients are non-emergent, as they wait in the waiting room to be seen, knowing how far down they are in the queue is important as well. With perfect information for incoming patients, the platform can then display the estimated wait time before being seen.
This platform is designed with the patient engagement and patient satisfaction in mind. This accomplishes this through three ways: 1) having a conversational interaction with the platform through as assist chat service rather than asking the patient to fill out a bunch of forms 2) showing the estimated time of arrival of the ride to pick him or her up, the estimate time of arrival of the ride to the hospital 3) showing how long the estimated wait time is for the patient once they arrive. This makes the experience more comfortable, personal, and less stressful. SPLT Rides is the solution that will get patients to their appointments on time and ready to “just walk in.”
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