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The Impact of Rideshare Transportation Services on Appointment Adherence

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ClinicalTrials.gov Identifier: NCT02955433
Recruitment Status : Completed
First Posted : November 4, 2016
Last Update Posted : July 8, 2019
Lyft, Inc.
Information provided by (Responsible Party):
David Grande, University of Pennsylvania

Brief Summary:

This study is a prospective clinical trial designed to primarily test the impact of rideshare-based transportation services from a digital transportation network, Lyft, on reducing primary care clinic missed appointments--a composite outcome of no-shows and same day cancellations--for Medicaid patients. The study population consists of West Philadelphia residents who are established patients at two of the Penn Medicine Primary Care Practices within the University of Pennsylvania Health System. The study subjects are allocated into the intervention or control arm using a pseudorandomization approach - those receiving an appointment reminder on an even calendar day are in the intervention arm and odd calendar day calls are in the control arm.

Secondary outcomes include the time of arrival to the clinics relative to actual appointment time (both arms), prospective utilization of acute care settings (both arms), prospective utilization of primary care (both arms), and description of programmatic metrics in the intervention arm (travel time, misuse, and costs). The investigators will assess the patient experience after each ride using a telephone-based survey and in-depth interviews. All adults with established primary care at the Penn Medicine Clinics, who have Medicaid, and do not require wheelchair accessible rides will be eligible for the rideshare service. The investigators hypothesize that individuals offered a rideshare-based transportation service will have a decreased proportion of missed appointments and same day cancellations as those not offered the service.

Condition or disease Intervention/treatment Phase
Appointments and Schedules Social Determinants of Health Transportation Primary Health Care Other: Rideshare-based transportation Not Applicable

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Study Type : Interventional  (Clinical Trial)
Actual Enrollment : 786 participants
Allocation: Non-Randomized
Intervention Model: Parallel Assignment
Masking: None (Open Label)
Primary Purpose: Health Services Research
Actual Study Start Date : October 2016
Actual Primary Completion Date : April 2017
Actual Study Completion Date : November 2017

Arm Intervention/treatment
Experimental: Rideshare
The intervention arm will receive an appointment reminder and free transportation for one appointment to travel between the patient's home and primary care clinic using a rideshare-based transportation service.
Other: Rideshare-based transportation
Other Names:
  • Digital transportation network
  • Lyft

No Intervention: Control
The control arm will receive an appointment reminder, but no free transportation offer.

Primary Outcome Measures :
  1. The proportion of missed appointments (no-shows and same-day cancellation) in the intervention arm and the control arm [ Time Frame: Within 2 days of enrollment ]
    The missed appointment proportion is based on the one appointment for which patients were contacted to receive a free ride

Secondary Outcome Measures :
  1. Arrival time to clinic relative to the scheduled time (both arms) [ Time Frame: Within 2 days of enrollment ]
  2. Post-intervention, utilization frequency of acute care settings (both arms) [ Time Frame: 7-days, 30-days, and 6 months post-appointment ]
  3. Post-intervention, utilization frequency of primary care (both arms) [ Time Frame: 7-days, 30-days, and 6 months post-appointment ]
  4. Post-intervention, frequency of missed primary care appointments (both arms) [ Time Frame: 30-days and 6-months post-appointment ]

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Ages Eligible for Study:   18 Years and older   (Adult, Older Adult)
Sexes Eligible for Study:   All
Accepts Healthy Volunteers:   Yes

Inclusion Criteria:

  • Patients insured by Medicaid
  • Established primary care patient at the Penn Medicine Clinics
  • Address in West Philadelphia zip code

Exclusion Criteria:

  • Requiring wheelchair accessible transportation. We are unable to guarantee vehicles that will be able to accommodate these patients' physical needs.

Information from the National Library of Medicine

To learn more about this study, you or your doctor may contact the study research staff using the contact information provided by the sponsor.

Please refer to this study by its ClinicalTrials.gov identifier (NCT number): NCT02955433

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United States, Pennsylvania
Penn Internal Medicine Primary Care Practice
Philadelphia, Pennsylvania, United States, 19146
Sponsors and Collaborators
University of Pennsylvania
Lyft, Inc.
Publications of Results:
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Responsible Party: David Grande, Assistant Professor of Medicine at the Perelman School of Medicine, University of Pennsylvania
ClinicalTrials.gov Identifier: NCT02955433    
Other Study ID Numbers: IRB-824715
First Posted: November 4, 2016    Key Record Dates
Last Update Posted: July 8, 2019
Last Verified: July 2019
Individual Participant Data (IPD) Sharing Statement:
Plan to Share IPD: No
Keywords provided by David Grande, University of Pennsylvania:
Digital transportation network
Missed appointment