This article from DHealthcare News is a great illustration of how the new on-demand logistics capabilities of a service like Uber and have a direct and meaningful impact on reducing no-shows and late appointments for hospitals, while simultaneously improving the Patient Experience.
Of particular interest to us, of course, is that our partner HackensackUMC is as usual leading the way in innovation in this area. Here's an excerpt.
- HackensackUMC recently partnered with Uber to try and cut down on its no-shows and late arrivals as well as to give patients a better overall experience. Located in the heavily congested Bergen County, just outside New York City, the hospital’s specialty care facilities, emergency rooms, and medical office building are sprawled across a 3 million-square-foot campus. On any given day, about 10,000 patients and employees go through its doors.
- Lozano says when patients are asked why they canceled at the last minute or rescheduled an appointment, the answer often relates back to transportation, especially when patients are coming in for an outpatient procedure and know they will be able to drive themselves home.
- What the hospital needed was a convenient option for getting patients to their appointments on time by delivering them to the appropriate building, says Lozano.
- “What happened before was people always would come to the front door," Lozano says. "Now, with Uber, we’ve allowed them to come on our campus and specifically map out every specific entrance point … into the hospital.”
- On Tuesday, Uber Stop signs went up in front of each drop-off site. When people go on Uber and say they want to go to Hackensack, a scrolling dial pops up that asks where they need to go on the campus, Lozano explains. “When you click on that entrance point, the driver’s GPS will take you to that site.”
As we go forward with Hackensack UMC with our deployment of MediNav connecting the dots with Uber will be a great area of opportunity to further improve efficiency for the hospital, drivers and arriving patients and visitors all at once. These are the kinds of integrations that we look forward to create value and ROI.
Filling the Gap with Google Maps
Our ability to add extra layers of data on the campus with our Google Maps for Work partnership - waypoints, markers, routes, points of interest, labels and more - and our knowledge of and ability to navigate users to the indoor locations that are their ultimate destinations are the final crucial pieces to this puzzle.
Google normally has incomplete information and at times is completely wrong. This is not because they are not good at mapping! They know the street networks and public places of our world better than anyone. But campuses are private facilities, often with restricted access. Google also knows nothing about the organization and buildings - what are the correct entrances to buildings, the correct parking garages in relation to each building, and other particulars that are critical to successful wayfinding.
That is where Connexient's Parking Planner feature comes into play - recommending and navigating the user to the correct parking garage based on the indoor location of their appointment. We can use this same capability to make this Uber drop-off service even more accurate and efficient. And as with our My Car Saver feature, we can also help the user get back from inside the building to the Uber pick-up location when they are done with their appointment.
So connecting the dots and closing the gaps like this are crucial to solving real world wayfinding challenges. More to come on that in a few months!