Messages to Driver

What are pickup and drop off notes?

Pick up and drop off notes are messages sent to the patient’s driver. They can be used to relay relevant information or instructions regarding picking the patient up and/or dropping them off.    

Where are pickup and drop off notes recorded?

Pick up and drop off notes are associated with the location where the patient is being picked up and dropped off.

The PICKUP NOTES and DROPOFF NOTES fields as seen in the Ride Request Form (under the RIDES tab) and Patient Creation Form (under the ADDRESS and FACILITIES) allow you to communicate relevant information to a patient's driver, for example, information on where the driver should meet the patient.

Pickup notes should only be entered in regards to the location the patient is being picked up from. For example, “Emily is being picked up at the Emergency Entrance”.

Drop off notes should only be entered in regards to the location the patient is being dropped off at. For example, “Emily is being dropped off at Suite 1500”.

The content that you enter in these fields will be sent via text message to the patient's driver.

NOTE: You should not use the term "patient," the patient's initials, or the patient's last name in communication with the driver. Instead, use the patient's first name only. Example: "Please meet Emily on the corner of 2nd ave and 116th street."

In the Patient’s Profile, pickup and drop off notes can be entered and saved for the patient’s home address and preferred facility. When creating rides for a patient moving forward, the notes will automatically populate when the saved address is selected in the RIDES tab while creating a ride in the Ride Request Form. For more information on adding saved pickup and dropoff notes for the patient’s home address and preferred facility, see Specifying the Patient's Home Address or Specifying the Patient's Preferred Facility.

When it’s appropriate to send the same message to every driver that will interact with the patient on their round-trip or multi-stop ride (example: home to facility, facility to home) ensure that the message is entered into both PICKUP NOTES and DROPOFF NOTES for each ride.

If a message is only relevant for one of the trips, the notes should be entered on only that specific ride.

If a message is relevant to all trips, the notes should be copied and entered on each ride. For example, “Emily travels with a service animal”. This is a case where a driver message would be required for each ride.

How do I edit a message for the driver?

In the Patient Profile, driver messages can be edited at any time. Note: this will not change the driver notes for any already created rides. For more information, see {{how to edit patient article}}.

In the Ride Request Form, messages to the driver cannot be edited unless the ride is recreated. See How to Edit Ride.