30
Stabilize Intake
Standardize required intake fields and train all discharge coordinators on complete rider and accommodation capture.
Operational Playbook
Discharge transportation playbook.
Deploy reliable discharge ride workflows with role ownership, escalation thresholds, and handoff controls that reduce discharge-to-departure delay.
Toolkit includes RACI ownership, phase-gate checklist, SLA controls, escalation runbook, KPI scorecard formulas, and weekly governance templates.
Role and control model
| Role | Primary Responsibility | Decision Window | Escalation Trigger | Required Data at Handoff |
|---|---|---|---|---|
| Discharge Coordinator | Initiate ride request and confirm medical readiness | At least 2 hours pre-discharge target | No assignment within 25 minutes | Ready time, accommodations, pickup point, destination |
| Transport Dispatcher | Assign driver and monitor pickup SLA | 0-20 minutes from request receipt | Driver ETA exceeds SLA threshold | Driver ETA, vehicle match, reroute action log |
| Charge Nurse / Unit Lead | Verify patient transfer readiness and final handoff | 15 minutes pre-pickup | Medical readiness delay beyond 10 minutes | Clinical handoff confirmation and departure timestamp |
| Operations Manager | Review failures and enforce corrective actions | Weekly review cycle | Repeat SLA misses by unit or shift | Root cause tags, mitigation owner, next review date |
30-60-90 day implementation sequence
60
Enforce SLA Escalation
Activate escalation triggers for assignment lag and pickup risk, with clear ownership and response windows by shift.
90
Optimize by Analytics
Use weekly KPI reporting to identify repeat bottlenecks and tune dispatch staffing windows.
+
Scale Across Sites
Clone SOP templates and QA loops to additional hospitals/clinics using shared governance and quality scorecards.
Discharge QA scorecard
- Median discharge-to-assignment lag by unit
- Pickup-on-time rate for discharge rides
- Same-day cancellation share and reason mix
- Escalation response time by shift
- Repeat incident count by accommodation type
Template package
Use this playbook with the State Policy Tracker and No-Show Calculator to align workflow design with compliance constraints and financial targets.
Need help operationalizing this playbook?
RideVoy can configure discharge workflow templates, escalation rules, and KPI dashboards for your facility network.