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As the nation’s largest manager of non-emergency medical transportation programs for state governments and managed care organizations, LogistiCare improves care coordination for more than 24 million eligible members and their corresponding providers and hospital networks.

The value of real-time tracking and feedback in NEMT

Posted by Modivcare
in NEMT industry, healthcare technology
on Sep 15, 2020 10:05:00 AM


There's no denying how important non-emergency medical transportation (NEMT) solutions are to deliver better health outcomes to Medicare and managed care members. Fifty-eight percent of NEMT users wouldn’t be able to make appointments without it.  


But not all NEMT solutions are created equal, and there are numerous options that offer basic, "point A to point B" services without any of the advanced features that characterize the most sophisticated NEMT platforms on the market. With today's high-tech NEMT platforms, users have more visibility into medical transportation operations than ever before.


There's an incredible amount of value to be found in real-time tracking and feedback when it comes to non-emergency medical transportation. Having a high level of oversight across your entire NEMT environment, capturing both the individual rider experience and overarching transportation trends, is a huge boon for managed care organizations.


Improve member health, satisfaction with more reliable NEMT

Service reliability is arguably the most important factor to consider when vetting NEMT managers. Of course, every candidate will claim to make the patient experience a high priority and guarantee that each member swiftly arrives to their appointments on time. However, without a mechanism to actually keep tabs on vehicle fleets, driver activity and individual rides in real time, there's no way to hold your transportation provider or NEMT manager to that promise.


When NEMT services break down, it can wreak havoc on your members and it can be difficult to keep your NEMT manager accountable without clear-cut visibility into each and every ride. Real-time tracking capabilities enable MCOs — as well as their members — to monitor trips and flag late drivers or no-shows. If a driver is delayed, the transportation provider can reassign that trip to another vehicle in the area. That way, the member will still arrive at their appointment on time — or at least very close to it.


With traffic, inclement weather, car trouble and other issues, delays are inevitable. But that doesn't mean the member experience has to suffer as a result. If you notice that these delays and no-shows are recurring with multiple drivers and vehicles, that may be a sign that it's time to look for a new transportation provider.


Show members you're listening

Regardless of the product, service or industry, customers want to know that service providers care about their experience, will listen to their feedback and incorporate it into future offerings. NEMT platforms should offer members a way to let themselves be heard, whether they want to complain about a bad experience or gush over an especially good driver.


Showing members that their feedback is taken seriously and used to continually improve NEMT services can go a long way to improving satisfaction levels - and, by extension, retention rates. Every complaint is an opportunity to address a shortcoming. A dirty vehicle or dangerous driver can be removed from service, for example, ensuring that no other patients have an unpleasant experience.


Gathering member feedback can also highlight execution gaps at a higher level, such as adding new modes of transportation that better suit your members' lifestyles and needs. For instance, rideshare platforms are a relatively new phenomenon in the NEMT world, but there's considerable demand for rideshare support.


If you can demonstrate to members that their voices are being heard and that their opinions are guiding your NEMT solutions, they will have a more positive perception of their policy and your organization. A satisfied beneficiary is unlikely to go looking to switch their MCO or Medicare provider anytime soon.


Better technology leads to better NEMT solutions

The most technologically sophisticated NEMT managers can deliver a member experience that's far beyond what other companies can offer. LogistiCare and Circulation have created an NEMT platform that incorporates robust networking, intuitive mobile applications, accessible digital portals, real-time tracking capabilities and much more. It is the most advanced NEMT solution available today, providing granular visibility into rides and seamlessly gathering relevant rider feedback.


With LogistiCare and Circulation, you have the tools you need to consistently provide the best member experience possible, improve patient outcomes, increase retention rates and give your bottom line a hearty boost.


Are you interested in learning more about how LogistiCare l Circulation can help your organization improve member health and satisfaction with a customized, robust NEMT solution? Request a demo



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