Recording the correct and most appropriate contact information for each patient allows Ride Health and Ride Coordinators to communicate with the right person at the right time, which is crucial in ensuring that rides are successful and that patients enjoy a seamless experience.

Ride Health communicates information about the patient’s ride to a designated point of contact. This information includes date and time of ride, pick up and drop off location, driver’s name, make and model of the driver’s car, and other relevant details such as the driver’s estimated time of arrival.

Who will be responsible for receiving information about rides?

Patient 

If the patient is able to both receive and send information about their ride(s), they should be designated the point of contact.

Caregiver 

A caregiver is a natural support of the patient, for example, an adult child or spouse.

You should only designate a caregiver as the responsible party if the patient is unable to receive and send information about their ride(s). Ideally, the person designated as Caregiver would travel to and from medical appointments with the patient.

If a caregiver is designated as the point of contact, it’s essential to verify that they can receive information on the patient’s behalf and to educate them on the process of confirming rides and accessing ride information.

Clinical Contact  

Clinical Contacts are the point persons at a facility who can help patients and drivers find each other. Clinical Contacts are beneficial when the patient does not travel with a mobile phone or a caregiver who has a mobile phone. When you designate someone as the Clinical Contact, the phone number associated with the Clinical Contact is passed on to the driver for the ride from the facility to the patient's home.  

Clinical contacts are specified in the ADMIN section of the Ride Health platform under CONTACTS. Due to permission configurations, not all users have access to this section. To add, edit or remove a Clinical Contact, please reach out to your administrator or Ride Health at (833) 267-7433.

How will the point of contact receive information about rides?

Ride Health can send the point of contact information about patient’s rides as Text Message or Automated Call depending on their preferences and the capabilities of their phone. Automated calls should only be selected if the point of contact is unable to send and receive text messages.

Text Message

The point of contact will receive information about the patient’s scheduled ride 24 hours before and a reminder one hour before they are scheduled to be picked up. The recipient of the text messages can cancel the ride at any time by replying with the number “2.”

For on-demand rides, the point of contact will receive information about the ride as soon as it becomes available and will be able to activate the ride at any time by replying with the number “1.”

When the driver is on the way to pick the patient up, the point of contact will receive a text message with the driver’s name, phone number, estimated time of arrival, and the make and model of the car.

Automated Call 

The point of contact will receive an automated call with information about the patient’s scheduled ride 24 hours before and three reminder calls hours before they are scheduled to be picked up. For on-demand rides, the point of contact will receive an automated call with information about the ride as soon as it becomes available.

When the driver is on the way to pick the patient up, the point of contact will receive a tan automated call with the driver’s name, phone number, estimated time of arrival, and the make and model of the car.

To access information about rides, cancel rides, or activate rides, people who do not receive text messages can call 833-267-7433 at any time. When they call this number, they will be prompted to press the number ‘1’ and enter their 10-digit phone number.

Phone Number

Specify the phone number to which the point of contact should receive these text messages or automated calls.  

This phone number will be the number associated with a patient’s profile and will be used to identify the patient in the Ride Health system.

Does the point of contact travel with the phone?

If the point of contact either 1) does not travel with a phone or 2) does not travel with the patient when they attend their appointments, you will be prompted to designate someone as the point of contact when creating rides that do not originate in the patient’s home.

Where Do I Specify a Patient's Contact Information?

Contact information is specified in a patient's profile. The preferences specified in the Patient Profile default in the Communication section of the Ride Request Form. For information on creating a patient's profile, see How to Create a Patient.

For information on editing a patient's profile, see How to Edit Patient Profile.

For information on designating a Clinical Contact, see the Patient Communication Preferences.

For more information on creating Clinical Contacts, refer to the How to Create Clinical Contacts Article.