Addressing adoption barriers to patient transportation services

解决患者运输服务的采用障碍

• 批准号: 10549484
• 负责人: WILLIAM Z TAN
• 金额: $ 1.74万
• 依托单位: TRANSCENDENT INTERNATIONAL, LLC
• 依托单位国家: 美国
• 财政年份: 2021
• 资助国家: 美国
• 起止时间: 2021-09-22 至 2022-03-31
• 项目状态: 已结题
• 来源: https://reporter.nih.gov/project-details/10549484
• 关键词: Address; Adherence; Administrator; Adopted; Adoption; Appointment; Attention; Budgets; California; Caring; Cellular Phone; Characteristics; Clinic; Communication; Complex; Computational algorithm; Computerized Medical Record; Data; Decision Making; Development; Discipline; Educational Status; Equation; Evaluation; Familiarity; Federally Qualified Health Center; Fees; Financial Hardship; Financial cost; Foundations; Geography; Health; Health care facility; Healthcare; Hour; Human; Industry; Information Technology; Insurance; Insurance Carriers; Interview; Investments; Kickback; Language; Laws; Legal; Location; Logistics; Medicaid; Medical; Modeling; Online Systems; Patient Appointment; Patient Self-Report; Patients; Personal Satisfaction; Persons; Phase; Policies; Policy Analysis; Price; Process; Program Evaluation; Provider; Questionnaires; Recommendation; Regulation; Reporting; Research; Research Personnel; Resources; Role; Sampling; Schedule; Secure; Services; Side; Site; System; Technology; Text Messaging; Time; Training Support; Transportation; Transportation of Patients; Underserved Population; Urban Health; Vendor; Visit; Wages; Work; base; beneficiary; cohort; community clinic; compliance behavior; cost; design; digital; experience; health care economics; health plan; improved; innovation; interest; knowledge base; medical appointment; member; negative affect; operation; patient oriented; payment; phase 1 testing; programs; prototype; research and development; safety net; success; tool; transportation access; uptake; web-based tool

PROJECT SUMMARY/ABSTRACT Among many problems that impede medical appointment attendance, access to transportation is a national issue. Appointment attendance is crucial for patients’ health and wellbeing. Additionally, no-shows are a significant financial burden for healthcare facilities. Non-emergency medical transportation programs have been utilized to get Medicaid beneficiaries to their appointments when no other option is available. Recently, ride-hailing services such as Uber and Lyft have launched their own transportation services for patients. While these programs and services have been beneficial, uptake by healthcare facilities has been hindered by financial, legal, and operational barriers. Our proposal seeks to create a decision-support platform called Transportation 360 (T360) for healthcare facility administrators to formulate a transportation strategy that is patient-centered, financially viable and aligned with existing workflow. This digital tool will generate recommendations for patient transportation options and an implementation roadmap based on state and federal legal and regulatory requirements (such as the Federal Anti-Kickback Statute the Civil Monetary Penalty Rules Regarding Beneficiary Inducements) as well as a healthcare facility’s budget and patient characteristics (obtained through data securely transmitted via electronic medical records or self-reported by an administrator in a questionnaire). Factors taken into account in the recommendations will include each transportation service’s geographic availability, pricing model, cancellation fees, experience working with safety-net healthcare facilities, implementation support, ability to integrate with electronic medical records, reporting capabilities, modes of communication with patients, languages supported, and technical support provided. Characteristics of the healthcare facility (e.g., location, number of sites, target metrics of success, hourly wages of relevant staff), patients (e.g., familiarity with texting or smartphones, no-show rates) and payers (proportion of patients with each type of insurance and reimbursement rates offered by those insurers) will also be considered. Our team will compile a knowledge base to be used with features including a return on investment calculator, an interactive compliance checklist, and an operations planner. A state-by-state reimbursement claims form helper will be available to assist healthcare facility managers with navigating the Medicaid claims reimbursement process to reduce payment denials and errors. In Phase I, we will a) Conduct JTBD interviews with a diverse sample of healthcare administrators and staff members who are representative of our intended end-users; b) Develop a proof-of-concept prototype that is capable of showcasing the key system functions (ROI Calculator, Compliance Checklist, and Operations Planner) and reflects the end-user requirements gathered from the JTBD interviews; and c) Demonstrate the feasibility of using T360 to support staff’s decision-making regarding transportation offerings. In Phase II, we will expand T360 into a minimum viable product (MVP), implement a 12-month rollout at participating facilities, and assess the impact on patient attendance, NEMT claim submission, and successful NEMT reimbursement.

项目概要/摘要 在阻碍就医的众多问题中，交通问题 预约就诊对于患者的健康和福祉至关重要。 此外，缺席对医疗机构来说也是一个巨大的经济负担。 医疗运输计划已被用来让医疗补助受益人到达他们的地方 在没有其他选择的情况下进行预约 最近，Uber 等叫车服务出现了。 和 Lyft 已经为患者推出了自己的交通服务。 服务是有益的，但医疗机构的采用受到了财政、 我们的建议旨在创建一个名为“决策支持”的平台。 交通 360 (T360)，供医疗机构管理员制定交通 以患者为中心、经济上可行并与现有工作流程保持一致的战略。 工具将为患者运输选项和实施生成建议 基于州和联邦法律和监管要求（例如联邦 反回扣法（有关受益人诱导的民事罚款规则）作为 以及医疗机构的预算和患者特征（通过安全的数据获得 通过电子病历传输或由管理员自行报告 建议中考虑的因素将包括每一项。 交通服务的地理可用性、定价模式、取消费用、体验 与安全网医疗机构合作、实施支持、整合能力 电子病历、报告能力、与患者的沟通方式、 支持的语言和提供的医疗机构的特点。 （例如，地点、站点数量、成功的目标指标、相关员工的小时工资）， 患者（例如，对短信或智能手机的熟悉程度、缺席率）和付款人（比例 拥有每种类型保险的患者以及这些保险公司提供的报销率）将 我们的团队将编制一个知识库，用于使用以下功能。 投资回报计算器、交互式合规检查表和运营 各州的报销索赔表助手将可以协助医疗保健。 设施经理通过医疗补助索赔报销流程来减少 在第一阶段，我们将 a) 与不同的人进行 JTBD 访谈。 代表我们预期目标的医疗保健管理人员和工作人员样本 最终用户；开发能够展示关键的概念验证原型 系统功能（投资回报率计算器、合规检查表和运营规划器）并反映 从 JTBD 访谈中收集的最终用户要求；以及 c) 展示 使用 T360 支持员工有关交通服务的决策的可行性。 第二阶段，我们将T360扩展为最小可行产品（MVP），实施为期12个月的 NEMT 声称，在参与机构进行推广，并评估对患者就诊的影响 提交，并成功获得 NEMT 报销。