Implementing a Transportation Hub: A Holistic Approach to a Systemic Problem

Rachel Marquez, MPH, Director of Transportation Services
Cone Health Cancer Center

After data showed that individuals living in two ZIP codes had a 12% and 15% no-show rate, compared to the average of 2.9% across all ZIP codes, this cancer program implemented a screening tool to initiate transportation discussions with patients before “non-compliance” with treatment became an issue. A pilot program addressed identified patient needs using an online transportation platform. Overall no-show appointments decreased by 48% and no-show incidence from patients living in the two at-risk ZIP codes dropped to 1.2% and 1.3%, respectively.