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The Challenge:

The Institute for Urban Indigenous Health (IUIH) has been a leader in overcoming transportation barriers for patients within the Aboriginal and Torres Strait Islander communities since being established in 2009. Upon analysing their transportation processes, IUIH identified significant issues, including fraudulent activities such as overcharging customers, double charging the client with cash payments and re-charging the organisation for unused transport vouchers, and a lack of transparency associated with the use of transport vouchers.

The Solution:

To address these challenges, IUIH recognised the importance of controlling pickup locations, destinations, and timing. This approach would ensure that patients received reliable transportation when needed and resources were used appropriately. Using Uber Health to Provide Customised, Accountable, and Insightful Transportation After identifying these inefficiencies, it was clear to IUIH that it was important to find a partner that would offer the level of support needed while maintaining high standards of safety, transparency, and reliability, IUIH turned to Uber Health. Uber Health leverages Uber’s extensive network of driver-partners to offer reliable pickups, typically with an estimated time of arrival (ETA) less than other transportation providers. The Uber Health dashboard allows IUIH to book or schedule rides quickly, ensuring that self-caring and low-acuity patients reach their destinations whilst reducing the risk of fraudulent journeys.

The Results:

• Decreased Monthly Spend: By reducing fraudulent trips and optimising transportation, IUIH has seen a notable reduction in monthly expenses totalling 45% monthly savings and a total of $70,000 saved in 6 months from July 2024 and November 2024.
• Real-Time Analytics: Uber Health’s digital platform provides IUIH with comprehensive data on initiated and completed rides, creating a detailed audit trail and offering real-time oversight of expenses for 100% of rides.
• Reliable Service: Patient ride status can be tracked in real-time, and staff can contact drivers directly by phone. Using this service, patients have a safe and reliable ride to their appointments or back home.
• Streamlined Workflow: Coordinators can book rides 30 days in advance and make multiple bookings simultaneously, simplifying the transportation process for the entire IUIH team.
• Financial Accountability: Less misuse or fraud from clients and/or drivers as the trip is intended for a specific purpose within specific pick-up and drop-off locations. Now IUIH has more control over frequent patient cancellations and can also track the individual rides, who booked, for whom, when and why with cost centres associated with their respective business accounts.
• Premium Support: IUIH benefited from a dedicated Account Manager who conducted quarterly reviews of their activity and supported them in optimising future operations. They also had access to on-demand training for new team members and one-on-one meetings to address new issues or booking-related support requests as needed services that were not available with their previous provider.

Conclusion:

By switching to Uber Health, IUIH has not only addressed critical challenges but also positioned itself for sustainable growth. The move has resulted in 45% cost savings, enhanced accountability, and an improved overall experience for IUIH’s patients. As IUIH continues to refine the system and expand its use, Uber is set to play a central role in the institute’s mission to provide equitable and efficient transportation services to Indigenous communities in Queensland. Learn more about how Uber Health helps improve access to care and supports improved health outcomes by delivering more efficient, flexible, and transparent mobility solutions by clicking this link.

Read the full article to learn more about how Uber Health is transforming transportation in healthcare by clicking here.

Meet the Uber Health team at Australian Healthcare Week, on 19-20 March 2025, at exhibition booth 310.