Your Guide to Transportation Reporting
Learn more about transportation reports available in Roundtrip.
Report: Transportation Provider Data Extract
What’s included?
The Transportation Provider Data Extract report includes information from ride details of rides assigned to your company such as:
- Ride Requested Time
- Awarded Time
- Rider Specific Information
- Drop Off/Pick Up Locations
Report: Roundtrip Activity Explorer
What’s included?
Ride ID
Vehicle Type
Response Transportation Company
Outcome
Response Time
Ride Booked At
Requested Start Time
Winning ETA Time
Ride Status# of ETAs Submitted
Winning ETA Deviation
Bid ETA Deviation
Pickup Address
Dropoff Address
Estimated Distance
Dispatcher
User Access
Lead dispatchers have access to view transportation reporting data. For support with adding additional dispatchers, email us at transportation@roundtriphealth.com.
Accessing Transportation Reports
Step 1:
You will now see a reports option in the upper left hand corner of your screen
Step 2:
The report page will load. Choose your report from the drop down on the right.
Step 3:
Click on Ride Requested Start Time and choose your date range.
The Ride Requested start time will control the date range of the data extract you will see below.
Once you click the Ride Requested Start Time, the Controls Section will expand with various filters to further customize your results.
Step 4:
Export your results by hovering over the upper right-hand corner of the data extract.
Data can be exported to CSV or to Excel for further manipulation.
Reporting Glossary
Here you will find definitions of data elements that appear in Roundtrip Reports tab within the application.
Key ways to filter reporting views:
Date Aggregation
- Report filter to aggregate data by Day, Week, Month, Quarter and Year. Allows for an easy way to users to report on how Roundtrip is doing on a week-to-week, month-to-month, etc basis and enabling comparison of utilization and performance over time.
Date Range
- Report filter to limit the selected data by the ride scheduled start time, inclusive of the start and end dates selected.
Group
- The specific facility, plan or sub-part of the larger parent organization.
Report | Element | Definition | Example | Resolutions |
Grievances | Billing Issue | Member experiences an issue related to billing for their transportation. | Member experiences an issue related to billing for their transportation. | Roundtrip will investigate the issue to determine if there was a billing issue that impacted the member or if the member was billed in error. |
Grievances | App Issues | Member experiences an issue related to a technical error within the Roundtrip application. | Member experiences an issue related to a technical error within the Roundtrip application. | Roundtrip will investigate the issue to determine if a technical issue has occurred. Depending on the type of issue, Roundtrip may be able to provide immediate guidance to the member or intervention may be needed by Roundtrip's Tech Team. |
Grievances | Driver/Ride Complaint | Member expresses dissatisfaction regarding their overall ride experience or a specific driver/vehicle issue. | The assigned Transportation Company arrives late or no-shows on the scheduled ride. There is a concern regarding the individual driver (i.e. driver behavior, professionalism, actions, etc.)There is a concern regarding the quality of the vehicle (i.e. unkempt vehicle, lack of equipment, etc.) | Roundtrip may review the individual ride for additional context. All instances are tracked for reporting purposes and feedback/coaching will be provided to the Transportation Company when appropriate. |
Grievances | Health Plan Concern | Member expresses dissatisfaction with their benefit or a plan-specific process. | Member reports a complaint regarding their benefit eligibility or ride utilization. Member reports a complaint about their plan's specific booking rules (i.e. verification process, ride restrictions, etc.) | Roundtrip will track the grievance and refer the member to contact their Health Plan for further assistance if applicable. |
Grievances | Notifications Issue | Member experiences an issue with their automated ride notifications. | Member reports they are not receiving their notifications. Member reports they are receiving incorrect notifications. | Roundtrip may offer instructions for the member to resubscribe to their notifications. Roundtrip may also investigate if a technical issue is causing the notification issue. |
Grievances | Lost Items | Member left a personal item in the vehicle during transport. | Member left a personal item in the vehicle during transport. | Roundtrip may contact the Transportation Company to report the lost item. The Transportation Company will faciliate the item's return with the member if found. |
Grievances | CC Booking Error | Member experiences an issue related to a booking error by their plan. | Member experiences an issue related to a booking error by their plan. | Roundtrip will investigate the issue to determine if the member's Health Plan made an error when booking/editing a ride. If so, Roundtrip may assist with correcting the ride if applicable. |
Grievances | Call Center Complaint | Member expresses dissatisfaction regarding a Roundtrip agent or process. | There is a concern with the call quality when contacting Roundtrip (i.e. audio issues, hold times, etc.).An error was made by a Roundtrip Agent when booking or editing a member's ride. There is a concern regarding a Roundtrip specific process. | Roundtrip may review the individual incident or call to determine if agent coaching or other intervention is needed. |
Grievances | Roundtrip Unable to Secure Transportation | Member is dissatisfied as Roundtrip was unable to secure transportation for their scheduled ride. | Member is dissatisfied as Roundtrip has attempted to secure transportation but no companies are available to claim the ride. | Roundtrip may offer alternate levels of transportation if applicable. The member may be advised to find alternate transportation or to reschedule their appointment. |
Grievances, Operational Insights | Missed Connections | Member and driver are unable to locate one another, often resulting in a cancelation. | Member was not ready when the driver arrived. Driver waited on scene before canceling the ride.The driver did not arrive at the correct address.Driver picked up the wrong rider or marked the ride as "Completed" in error. | If the driver arrived at the correct location and waited the required amount of time before canceling, no action will be taken against the driver. A new ride may be redispatched for the member if still needed. If the driver(s) arrive at the wrong address, the requested pick-up address or GPS pin may be incorrect. Roundtrip may review to update the address or adjust the GPS pin for the location if needed. A new ride may be redispatched for the member if still needed. Roundtrip will provide feedback to the rideshare partner regarding the misconnection. A new ride may be redispatched for the member if still needed. |
Operational Insights | Time in Community (Hours) | The time from when a ride was placed to when the ride was rewarded. Detail of how long the ride stayed actionable. Note: not available for rideshare rides. | This metric looks at the responsiveness of the transportation network to an available ride. Responsiveness can vary for a number of reasons including scheduling availability, lead time, payer type, and completeness of ride requests. | |
Operational Insights | Fulfillment Rate | The percent of rides that were successfully completed, exclusive of 1) canceled rides for reasons outside of Roundtrip’s control and 2) rideshare disruptions (missed connection or no driver is found) that are redispatched and ultimately completed. There are 3 components to the calculation of Fulfillment Rate: 1) Sum of Completed Rides, 2) Sum of Scheduled Rides and 3) Sum of Fulfillment Adjusted Rides. The 3 parts come together in the following equation: Sum of completed rides / (Sum of scheduled rides - Sum of fulfillment adjusted rides). | This metric looks deeper at the degree to which transportation barriers are being closed. While Completion Rate is simply the proportion of scheduled rides that are completed, Fulfillment Rate looks at how often riders are ultimately getting to their intended destination, considering uncontrollable cancelations and if redispatches occurred to get them there. See more details on how this data point is calculated https://www.notion.so/3292efc041544779bdfa597c930c2651?pvs=21. | |
Operational Insights | Cancelation Rate | The proportion of scheduled rides that are ultimately canceled. Note that all cancelation reason are included, regardless of reason for cancelation of rides. | Ride was canceled due to Duplicate Booking, No Drivers Available, Appointment Changed, Etc. | |
Operational Insights | Ride Requested Start Time | The date and time an individual requested the ride to start | ||
Operational Insights | Other | Other is a cancelation reason that users can select when they do not see a cancelation reason related to why the ride is being canceled. | These cancelations can be further evaluated through the interactive report filtration and navigation. Ex: on the Ride Counts by Cancelation view, users can click and navigate to the Detail report for a tabular view containing cancelation info | |
Operational Insights | Ride Start Time | The date and time the ride is scheduled to begin, according to the ETA submitted by the winning transportation company | ||
Operational Insights | Rideshare Ride Disruptions | The total rides that experienced a Missed Connection or No Rideshare Drivers Available. Missed Connection - rideshare rides that experience a patient no-show. No Rideshare Drivers Available - rideshare rides that are canceled due to no rideshare drivers available. | This data provides insight into situations where rideshare rides don’t go as planned. Using the capability to filter same-sheet visuals, users can dial in on the specific riders who are most frequently impacted by rideshare disruptions, enabling further investigation to ensure that addresses are properly mapped, and the correct vehicle types are selected for each rider. | Rides will be re-dispatched (resent to rideshare partners) to get another opportunity to search for availability. Very frequently, redispatches result in finding a driver and the ride ultimately getting fulfilled |
Operational Insights, Transportation Engagement | ETA Deviation (Hours) | The time between the requested pickup time and the pickup time submitted by the Txn provider. | ETA Deviation provides a means for understanding the responsiveness of the transportation network, allowing deeper investigation of the root causes of larger ETA Deviations. | |
Operational Insights, Transportation Engagement | Completion Rate | The proportion of scheduled rides that are ultimately marked by transport companies as completed, regardless of reason for cancelation of rides or whether redispatches resulted in successful completion of rides | If 100 rides were scheduled in a period, and of those rides 50 were marked completed to date, then the completion rate is 50% | |
Operational Insights, Transportation Engagement | Lead Time (Hours) | The amount of advance notice given for a requested ride is measured as the time from when the ride is created to the requested pickup time. | Lead time can sometimes be a factor that contributes to larger ETA Deviations or lower ride completion rates. Having the ability to understand scenarios when lead times might be short gives users the information needed to evaluate any opportunities to ensure rides are booked with as much notice as possible | |
Transportation Engagement | Average Requested Start to Pickup Deviation | The time that elapses between when a rider is ready and when the winning Transportation Provider arrives on scene. | Measures how long a patient had to wait beyond the time they are ready for discharge. Note: This is only available for CAD-Integrated transport companies. | |
Transportation Engagement | Average On Time Performance | Represents the difference between the winning Transportation Provider's ETA and the time that the Transportation Provider actually arrives on scene. Negative values indicate early arrivals. | This key attribute provides a measure of how “on time” a transportation company is based on the time the transport company said they would be there and when they actually arrived. Note: This is only available for CAD-Integrated transport companies. | |
TXN Roundtrip Activity Explorer | Rides Declined | The number of rides declined by your company. | ||
TXN Roundtrip Activity Explorer | Rides Bid On | The number of rides bid on by your company. | ||
TXN Roundtrip Activity Explorer | Rides Won | The number of rides won by your company. | ||
TXN Roundtrip Activity Explorer | Win Rate | Percentage of rides won to rides bid on. | ||
TXN Roundtrip Activity Explorer | Bid ETA Deviation | Difference between the original requested ride time by the facility and the ETA that was submitted by your transportation company for an individual ride. | ||
TXN Roundtrip Activity Explorer | Average Time to Engage | Average time between when the ride was requested by a facility and a bid was submitted by an individual ride. | ||
TXN Roundtrip Activity Explorer | Number of ETAs | How many ETAs were submitted in total towards an individual ride. | ||
TXN Roundtrip Activity Explorer | Estimated Distance | Distance reported in Roundtrip using Google Maps API. | ||
TXN Roundtrip Activity Explorer | Outcome | Was the ride won or lost? May include won, lost (on ETA or Response Time), or declined. |
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