Market Overview

Hitch Health and Lyft Demonstrate Significant Reduction in Missed Medical Appointments


Proactive, automated software paired with ridesharing shows
meaningful improvement in patient no-show rates without phone apps or
call centers

Hitch Health, a healthcare technology company focused on innovative ways
to improve patient health, and Lyft, the fastest growing ride-share
company in the U.S., today released the results of a year-long
non-emergency medical transportation pilot demonstrating a significant
decline in patient no-shows and increased revenue at the first clinic to
employ the transportation technology solution for a full year.

This press release features multimedia. View the full release here:

Using Hitch Health, Sandra Harris texts "Ready" to her Lyft driver after her doctor's appointment in ...

Using Hitch Health, Sandra Harris texts "Ready" to her Lyft driver after her doctor's appointment in Minneapolis, Minn. (Photo: Business Wire)

The pilot program at the Hennepin Healthcare internal medicine clinic in
downtown Minneapolis employed Hitch Health's proprietary, automated
technology to offer Lyft rides via SMS text to patients-in-need who had
previously missed medical appointments.

Key Findings

Key findings of the 12-month pilot period at the Hennepin Healthcare
internal medicine clinic include:

  • A 27 percent reduction of the clinic no-show rate – from 31 percent to
    22.5 percent
  • Estimated increase in medicine clinic revenue: $270,000
  • Estimated return on investment (ROI): 297 percent

When a patient does not show up for an appointment, the clinic loses
money - an average of $100 for each scheduled visit. When the patient
accepts a ride from Hitch Health - Lyft to/from the appointment, the
clinic typically pays less than $15 each way – netting more than $70 - a
win for the clinic and the patient.

"Hitch Health provides a remarkable ROI for clinics and healthcare
systems," said Hitch Health co-founder Susan Jepson. "And, even more
important than the ROI is the immediate upstream shift of care from
emergency rooms to ambulatory clinics. Hitch Health is focused on
shifting medical care to health care. Ultimately, these
results demonstrate the far-reaching implications Hitch Health can have
on communities nationwide."

Nationally, 25 percent of patients who do not show up for a clinic or
doctor's office appointment site transportation as the reason.1 Over
three and a half million Americans can't get the care they need because
they don't have the transportation to or from the doctors' office.

"Earlier this year Lyft made a commitment to reduce the healthcare
transportation gap by 50 percent by 2020," said Gyre Renwick, vice
president of Lyft Business. "We're excited by these early pilot results,
which demonstrate that strategic partnerships in healthcare can have a
significant impact on patients' lives. We are looking forward to
reaching even more people across the country with Hitch Health to ensure
transportation is no longer a barrier to accessing healthcare."

How Hitch Health is Different

Hitch Health is the only
non-emergency healthcare transportation company with this proprietary
technology that securely connects to healthcare providers' electronic
health records to identify patients who may benefit from a free,
convenient ride to and from a clinic, hospital or doctor's office. The
software's flexibility allows health systems to customize ride offers
through filters. Based on those filters, ride offers are generated
through an SMS text and matched with the appointment. This high-tech
solution means there is no need for the patient or clinic staff to
schedule the rides. Hitch Health also automates the return ride. When
the patient is ready to go home, s/he just texts "ready."

The findings from the 12-month pilot also show patients enjoy and
appreciate the service. Those who participated in the year-long program
ranked the experience 9.7/10 in terms of customer satisfaction.

"We worked with patients to develop this service, which is why it is has
proven to be more effective than other non-emergency medical
transportation options out there," Jepson explained. "It is fully
automated and seamless for the patient and the clinic – there are no
phone calls to make or passes to keep track of – making it simple to
understand and easy to use."

To date Hitch Health's proprietary, patent pending technology has
provided more than 10,000 rides at Hennepin Healthcare.

The Hitch Health – Lyft program is live nationally.

About Hitch Health

Hitch Health is based in Minneapolis, Minn. and is focused on creating
and delivering health solutions that remove barriers for all patients –
regardless of economic or social circumstances. Hitch Health was founded
by Susan Jepson, MPH, BSN, and Chip Truwit, MD, FACR. To learn more,

About Lyft

Lyft was founded in June 2012 by Logan Green and John Zimmer to improve
people's lives with the world's best transportation. Lyft is the fastest
growing rideshare company in the U.S. and is available to 95 percent of
the US population and Toronto, Canada. Lyft is preferred by drivers and
passengers for its safe and friendly experience, and its commitment to
effecting positive change for the future of our cities.

About Lyft Business

Lyft Business offers travel, commute, event, and courtesy ride solutions
that provide customers with the tools they need to reduce cost, save
time, and streamline their transportation programs. We partner with
thousands of organizations to create unique solutions to move their
people, from employees and customers to patients and students. To learn
more about Lyft Business, visit:

1 Silver D, Blustein J, Weitzman BC. Transportation to
clinic: Findings from a pilot clinic-based survey of low-income
suburbanites. Journal of Immigrant and Minority Health/Center for
Minority Public Health. 2012; 14(2):350–355.

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