Implementation of a non-emergent medical transportation programme at an integrated health system

Patrick Lyons, Brett A. Ramsey, Michael Welker, Megan Guinn, Janice K. Ernest, Ali Kosydor, Thomas M. Maddox

Research output: Contribution to journalArticlepeer-review

1 Scopus citations


Objectives To implement a unified non-emergency medical transportation (NEMT) service across a large integrated healthcare delivery network. Methods We assessed needs among key organisational stakeholders, then reviewed proposals. We selected a single NEMT vendor best aligned with organisational priorities and implemented this solution system-wide. Results Our vendor's hybrid approach combined rideshares with contracted vehicles able to serve patients with equipment and other needs. After 6195 rides in the first year, we observed shorter wait times and lower costs compared with our prior state. Discussion Essential lessons included (1) understanding user and patient needs, (2) obtaining complete, accurate and comprehensive baseline data and (3) adapting existing workflows - rather than designing de novo - whenever possible. Conclusions Our implementation of a single-vendor NEMT solution validates the need for NEMT at large healthcare organisations, geographical challenges to establishing NEMT organisation-wide, and the importance of baseline data and stakeholder engagement.

Original languageEnglish
Article numbere100417
JournalBMJ Health and Care Informatics
Issue number1
StatePublished - Sep 6 2021


  • health services accessibility
  • patient care


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