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Frequently asked questions

  • Uber Health allows healthcare organisations to arrange and manage the transportation logistics of their patients and staff.

    Our solution, built with healthcare privacy controls, helps enable access to care for people with transportation barriers. Uber Health helps patients and clinical staff arrange and schedule transportation services with independent third-party providers while addressing logistical and structural barriers such as language or lack of tech proficiency using a smartphone. Riders do not need the Uber app, and communications are available in dozens of languages. The solution is built with care coordinators and providers in mind to help enable access at scale.

  • Care coordinators can arrange rides through a web-based dashboard or API¹ by entering the rider’s name, number, and pick-up and drop-off locations, or by selecting a patient from a preloaded roster².

    Neither coordinators nor riders or patients need a smartphone or the Uber app. Trip, driver and vehicle details are communicated to the patient or rider by text or by phone call once a service has been requested.

    Coordinators can track rides in real time. The Uber Health dashboard alerts coordinators if a ride is not completed, so that coordinators can follow up to reschedule the ride, if needed. Organisations can also track utilisation of rides and customise limits at the rider or trip level.²

  • Uber Health is available everywhere Uber is available in Australia, Canada (with the exception of Quebec), Brazil, Germany, Netherlands, New Zealand, the United Kingdom and the United States. You can request or schedule a ride 24 hours a day, 7 days a week, pending driver availability.

    Learn where Uber is available in these countries and the ride options available there by visiting our cities page.

  • Uber offers a variety of options for riders³ who can get in and out of cars by themselves and without support. In some markets, Uber Assist is available for door-to-door rides.

  • Uber Health is working to enable organisations provide greater access to care and reduce costs across the continuum of care. Some features include:

    • Ride requesting: Request rides on demand or schedule them for later to make it easy to streamline discharge, improve operational efficiency and reduce no-shows. You can request multiple rides at a time, set up round-trips and customise recurring rides. Schedule multiple rides for patients, caregivers and staff from one account.

    • Reporting: Easily view and pull transparent reports on utilisation, past rides and spending, so you can optimise your benefits and budgets. Easily request support for a given ride through the dashboard if needed.

    • Intervention alerts: Optimise scheduling by using our tools to get early indicators if patients will be late or won’t show up; the Uber Health dashboard shows you if a ride is not completed or if it’s taking longer than expected to match with a driver.

    • Contact database: Help increase efficiency with a structured database of contact information that lets you save default data and preferences.

    • Multiple languages: Close care gaps by addressing logistical and structural barriers, such as language and lack of tech proficiency, with texts in 15+ languages.

  • ride fees. There is no fee for signing up, and services are charged together. You can pay per trip by credit card or on a monthly cadence by credit card or ACH bank transfer (some restrictions apply).

    Uber uses a dynamic pricing model, meaning prices will differ for each trip. If upfront pricing is available in the selected city and with the chosen ride option, you’ll see the price before you confirm the ride through the Uber Health dashboard. The cost for ride scheduling is based on standard Uber rates at the time of the request. For more information, see how pricing works and our cancellation policy.

    Additional fees, such as cancellation fees, may apply.

  • Organisations can create an Uber Health account by contacting our sales team or by signing up online.

    You’ll need to agree to Uber Health’s Terms and Conditions, provide a valid email address, company name and payment method. You'll also need to create a password and agree to Uber’s Terms and Conditions, and Privacy Notice, Having this information ready will allow our team to review your signup and activate your account quickly so that you can help more people get on the road to care.

  • The time it takes to get started depends on the healthcare organisation and the services you select to use. We’ll do our best to have you ready to start scheduling rides with Uber Health within 5 business days.

  • Drivers are independent third-party providers who pass a structured screening process before they can accept ride requests and undergo re-screenings at regular intervals².

  • While Uber Health is easy to use and intuitive by design, we strongly believe in investing the time upfront to ensure that your teams know how to not only use the tools but also incorporate them into your practice’s workflows and operations. We offer weekly live webinar trainings with time for Q&A plus resources to download, such as workflow templates and rider educational printouts. Once you create an account, you’ll also be sent online administrator and coordinator guides that lead you through the process.

    And if you want to talk to a human, we're here to help. You can contact our sales team online or our support team:

¹Features may differ by solution

²May not be available in every market

³Availability may vary by location, ride options are dependent on pick-up and drop-off locations and will be determined in the Uber Health dashboard at the time of use.

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