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RelayRIDE Greatly Reduces Missed Medical Appointments Through Real-Time Monitoring and Active Intervention

Recent results reveal workers’ compensation technology holds great promise for the entire healthcare industry

JACKSONVILLE, Fla. (December 5, 2018) — One Call, the nation’s leading provider of specialized healthcare solutions for the workers’ compensation industry, today announced new, impressive results that demonstrate how RelayRIDESM, the innovative addition to its transportation program, helps reduce missed medical appointments. 

RelayRIDESM works to solve this problem via proprietary technology that automatically assigns sedan transportation referrals through the rideshare platform Lyft, if the injured worker is in a Lyft coverage area. RelayRIDESM features real-time monitoring with automated alerts thereby proactively enabling One Call to mitigate potential service disruptions – such as appointment ‘no shows’ – by contacting the injured worker while dispatching another driver.

Since its inception, One Call has been refining RelayRIDESM to address the problem of missed appointments. These constant process and system improvements have been met with great success for clients using the program:

  • 50 percent reduction in overall injured worker no shows for sedan transportation assignments*
  • 80 percent reduction in injured worker no show rates for rides fulfilled by RelayRIDESM. In the last five months, RelayRIDESM injured worker no shows have averaged less than one percent
  • A portion of One Call customers now have 70 percent or more of their sedan assignments fulfilled through RelayRIDESM, significantly reducing the number of missed appointments
  • More than 350,000 rides have been completed with an average user approval rate of 4.9 out of 5 stars

“Missed appointments attributed to lack of transportation cost the U.S. healthcare system $150 billion annually[1],” said Linda Colsen, national product leader for transport and translate at One Call. “It’s always been a big problem without a great solution, until now. The results are clear: RelayRIDESM is disrupting workers’ compensation – an industry that has relied upon a traditional transportation model to get injured workers to appointments – by providing a more effective and efficient option.”

Historically, payers’ only option was to coordinate transportation through a traditional transportation provider, typically charging minimum mileage fees, rush fees and wait time charges. RelayRIDESM eliminates these fees, providing significant savings to customers. For injured workers with more critical needs – such as access to a wheelchair, stretcher, or life support – RelayRIDESM is not the answer at this time, but for many, it’s a very viable solution.

“We could be on the cusp of something really big,” said Colsen. “While workers’ compensation represents a small part of the overarching healthcare industry, this technology-powered service is paving the way in healthcare transportation. It’s saving the workers’ compensation industry millions of dollars, and we’re excited to see how it will impact other healthcare sectors in the future.”

*This is a blended number since not all rides are fulfilled through RelayRIDESM

About One Call

Headquartered in Jacksonville, Florida, One Call is the nation’s leading provider of specialized healthcare solutions for the workers’ compensation industry. One Call arranges convenient, efficient and cost-effective healthcare for injured workers so they can get back to work and life faster. From diagnostics and medical equipment to home healthcare, physical therapy and transportation, One Call offers a complete suite of innovative products and services with a focus on injured workers’ needs across the continuum of care. For more information and the latest news, visit us at onecallcm.com, LinkedIn (One Call) and Twitter (@onecallcm).

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Media Contacts:      
Lisa Noakes
One Call
Sr. Manager, Corporate Communications & Public Relations


[1] Wallace, Richard. “Access to Health Care and Nonemergency Medical Transportation: Two Missing Links”. Article. Transportation Research Board. Web. DOI: 10.3141/1924-10

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