By Alison Ortiz on 6/15/18 10:20 AM
Launching a transportation program? Here’s how you can ensure a successful implementation:
Transportation is one of the most common barriers to receiving quality healthcare —25% of all appointment no-shows are caused by lack of access to a ride. When organizations partner with Circulation to help combat this barrier, we work quickly and efficiently since access to care for many patients depends on our ability to get our clients up and running on our platform. This is a team effort -- every engagement is a collaboration between Circulation and our client team to achieve one shared goal: improve the lives of patients by providing them access to convenient and reliable on-demand rides.
Here are the 3 things you can do to ensure a successful implementation:
Communicate with your Customer Success Account Lead
At Circulation, your Customer Success Account Lead (CSAL) is responsible for your organization’s success. They will define mutual goals for the partnership and provide a detailed schedule of the implementation process
Prior to go-live, your CSAL will review your work-flow, listen to your questions, and customize training to highlight the features of the program your organization is most likely to use. Training is a key to success when using Circulation -- the best users of the platform are those that are willing to ask questions before, during and after the training.
Once your organization has officially gone LIVE, your CSAL will check in with you regularly to ensure you are meeting all of your goal and address any questions you may have.
Designate a Champion
Implementing any type of new program in an organization can be challenging. Change is hard! Having a project manager on your team to champion this change is crucial. This person will work closely with the Customer Success Account Lead at Circulation to gather information from the organization and users and create a feasible schedule to adopt the change.
More importantly, the champion is the person who will spread this knowledge, increase internal awareness of the platform, and communicate the benefits of using the platform to other staff members. Getting buy-in from users is crucial for success.
Establish a workflow, determine appropriate use cases and setup protocols
Healthcare organizations can be strict when it comes to setting up processes — and for good reason. For instance, we see a lot of clients who are used to writing taxi vouchers for their patients or ordering other types of rides through NEMT brokers. Asking your employees to log on to an online platform to book Lyft rides for their patients can be daunting! That’s why we recommend that health systems create internal plans to outline exactly which situations are appropriate for utilizing Circulation, what administrators should say and not to say to patients, how to troubleshoot issues, and who should have access to the platform. Having these protocols and plans in writing are key to successful adoption of Circulation’s transportation exchange.
Overall, launching a transportation program requires teamwork, organization and strong communication. But by taking the steps above, organizations who are new to Circulation can ensure a smoother implementation, happier staff, and a quicker timeline to realize better outcomes — for both staff and patients.
Ali is an Account Manager at Circulation