Overview
Transportation has long been a barrier to healthcare access for underserved communities, with missed medical appointments leading to poor health outcomes for patients and financial strain for Free and Charitable Clinics (FCCs). Recognizing this challenge, the Rides for Health Equity (RFHE) initiative, in partnership with Uber Health, aimed to break these barriers by providing free rides for health-related needs.
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Team Ideation Phase
Phase 1: Preparation and Launch
The initiative began with the Sostento team mastering Uber Health’s platform and developing comprehensive training materials. Recognizing the variability among clinics, we created a tiered onboarding system—designating “Captains,” “Pilots,” and “Passengers” based on clinic capacity and readiness. Starting with Captain clinics, we refined the process before expanding to others. By the end of this phase, the groundwork for RFHE’s scalability was solidified.
Captains
Clinics with high operational capacity and advanced capabilities, such as multiple service locations, extensive mobile units, and a large number of staff and volunteers.
They often have leadership roles within the network, such as piloting new initiatives, sharing best practices, and serving as mentors to smaller clinics.
They often have leadership roles within the network, such as piloting new initiatives, sharing best practices, and serving as mentors to smaller clinics.
Pilots
Clinics with moderate operational capacity, offering innovative services or specific expertise but limited in overall reach or resources.
They actively test and refine new solutions or interventions and provide valuable feedback to improve implementation for broader adoption and scaling across the network.
They actively test and refine new solutions or interventions and provide valuable feedback to improve implementation for broader adoption and scaling across the network.
Passengers
Clinics with smaller operational capacity, often operating in rural or underserved areas with fewer staff and limited infrastructure.
These clinics benefit from the leadership and innovation of Captains and Pilots by adopting proven strategies and accessing shared resources to enhance their impact.
These clinics benefit from the leadership and innovation of Captains and Pilots by adopting proven strategies and accessing shared resources to enhance their impact.
Clinic Profiling Data Points (1 of 2)
Clinic Profiling Data Points (2 of 2)
Phase 2: Maximizing Utilization
Despite a promising start, ride adoption lagged behind expectations. Listening to feedback from clinics and patients, we uncovered barriers like restricted use cases, digital gaps, and operational strain. In response, we expanded ride eligibility to include pharmacy visits, grocery shopping, and work commutes, introduced QR codes for easier onboarding, and streamlined workflows. These adjustments significantly increased ride adoption, demonstrating RFHE’s potential to transform healthcare access.
Program Qualification Guide
Phase 3: Scaling and Measuring Impact
Scaling the initiative to 30 clinics required careful planning to ensure both compliance and efficiency. We introduced a HIPAA-compliant patient ID system to anonymize data while linking it to ride metrics. Automated reporting tools streamlined data sharing with funders, providing insights like reduced no-shows, increased follow-ups, and enhanced access for rural patients traveling long distances for care.
Selected pages from Program Training Guide
Impact and Results
The RFHE initiative provided over 36,000 free rides, reducing no-show rates by up to 25% and improving outcomes for patients with chronic conditions. Expanded use cases supported holistic well-being, from accessing groceries to attending medical appointments. Clinics reported improved operational efficiency and capacity to serve their communities.
Data dashboard of RFHE - Degrees of vulnerability / marginalization
Reflections and Next Steps
The project underscored the value of iterative design, culturally relevant solutions, and accessible tools. However, tensions between immediate impact and long-term sustainability remain, particularly regarding the environmental cost of single-passenger rides. Building on RFHE’s success, the next steps include expanding prescription delivery services, scaling to more clinics, and exploring sustainable transportation options like EVs and ride-sharing to balance equity and environmental responsibility.
Through RFHE, we demonstrated that addressing transportation barriers can unlock access to essential healthcare for underserved populations, paving the way for scalable, impactful solutions.
Through RFHE, we demonstrated that addressing transportation barriers can unlock access to essential healthcare for underserved populations, paving the way for scalable, impactful solutions.