Your brokerage is only as successful as the quality of service it delivers to its members. Striking a balance between providing positive customer experiences on the ride reservation and ride delivery processes can result in mixed reviews. Read on to find solutions to some common issues identified by members using NEMT services.
In an article from Medpage Today, members reported that drivers would arrive early, late, or would simply not show up. While this issue isn’t unknown to brokerages, it’s a serious problem that can lead to sanctions when left unchecked.
Missed trips could happen due to wrong hires in dispatch, scheduling, or transport, or it could be a matter of not having the right tools for your staff. While hiring is a trickier thing to fix, the tools can be relatively simple. You can find effective NEMT solutions that can help solve a lot of these types of issues.
Certain kinds of software can automate large portions of your scheduling needs, including automatic updates when a member cancels, so your schedulers can focus on the finer details and your drivers don’t have to spend precious time going to a cancelled trip when it wasn’t communicated in time. With the right NEMT software, you can reduce missed and late trips and reduce your risk for sanctions.
Members identified that they experienced both rude drivers and rude call center professionals and had no way to leave any kind of feedback about their experience. With the health care industry moving towards value-based care, this is a crucial gap to fill for NEMT.
While some brokerages may try to just use verbal feedback to address this issue, one of the best ways to fill this gap is using a NEMT software suite with a passenger portal that lets passengers and/or care providers leave a written review, so you know both the good and the bad. TripSpark’s software will let you go one step further to include a complaints module that helps you track, monitor, and analyze the feedback received through every step of the journey.
For some members, it is not possible to give their NEMT Brokers, or other service providers, advanced lead time to set up a ride. Many of them had an issue with booking 48 hours or more in advance.
Member expectations are important to manage, yet always knowing several days in advance of a medical need is not unusual in health care. When brokers have difficulty managing these same and next-day transportation requests it is likely they are using a paper and pen process to schedule trips.
One of the best ways to circumvent this problem is to switch from paper to digital. Expert NEMT software will have a passenger portal that allows your members to book trips without the hassle of red tape. They just have to know where they’re going, when they need the trip, and how the portal works.
Our software not only empowers your business to address the issues identified above but also gives you the tools you need to address potential problems before they arise. Contact us today to find out how you can customize TripSpark to suit your brokerage’s specific needs.