Frequently Asked Questions
- What is Uber Health?
Uber Health lets healthcare organizations fulfill patient care plans outside the clinic and streamline logistics. Our HIPPA-enabled solution, built with privacy controls, helps enable access to care for people who need it the most. Uber Health connects patients with transportation and delivery of groceries, over-the-counter items, and prescriptions¹ while addressing logistical and structural barriers such as language and lack of tech proficiency. 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.
- How does Uber Health work?
Care coordinators can arrange rides and delivery of groceries, over-the-counter items, and prescriptions¹ through a web-based dashboard or API² by entering the patient’s name, number, and pickup and dropoff locations, or by selecting a patient from a preloaded roster.
Neither coordinators nor patients need a smartphone or the Uber app. Trip, driver, and vehicle details are communicated to the patient by text or by phone call to a landline once a service has been requested.
Coordinators can track rides and deliveries in real time. The Uber Health dashboard proactively notifies coordinators if a ride or delivery requires intervention, so that coordinators can follow up to close gaps in care. Organizations can also track utilization of rides and customize limits at the rider or trip level.²
- Where is Uber Health currently available?
Uber Health is available everywhere Uber is available in Australia, 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 and the ride options available there by visiting our cities page.
- What ride options are available with Uber Health?
Uber offers options for riders³ across a spectrum of assistance needs. UberX is best for riders who can get in and out of cars by themselves and without support. Uber Comfort³ provides longer driver pickup wait times for riders who may need more time to get to the car.
In the Uber Health dashboard, coordinators can also request door-to-door rides for riders who are ambulatory and for those who use wheelchairs, with credentialed drivers who provide higher levels of assistance. A third party facilitates these rides.
- How does prescription delivery work?
After a prescription is filled at a pharmacy, a coordinator can request through the Uber Health dashboard for a courier to pick up the prescription from the pharmacy and deliver it to the recipient's home. Uber Health partners with ScriptDrop, an Rx delivery company, to coordinate the delivery.²
Note: the prescription request itself is not part of the Uber Health solution.
- How does grocery and over-the-counter (OTC) item delivery work?
Grocery and OTC item delivery on Uber Health² is powered by the Uber Eats grocery delivery platform. It enables coordinators to order and pay for items on behalf of their patients or members through the Uber Health dashboard. Coordinators can save and retrieve dietary preferences, view past orders, choose to deliver on demand or schedule ahead, and view and track in-progress orders in the dashboard.
- What are the features and benefits of using Uber Health?
Uber Health is working to enable greater access to care, reduce costs across the continuum of care, and streamline population health management. 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 customize recurring rides. Schedule multiple rides for patients, caregivers, and staff from one account.
Reporting: Easily view and pull transparent reports on utilization, past rides, and spending, so you can optimize your benefits and budgets.
All-in-one dashboard: Coordinate ride requests and delivery of prescriptions, over-the-counter items, and groceries (where available) from the same dashboard, extending healthcare beyond the clinic.
Intervention alerts: Optimize scheduling by using our tools to get early indicators if patients will be late or won’t show up.
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.
- How much does Uber Health cost?
Pricing differs by service, but all fees are usage-based. 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).
Rides on Uber’s platform: 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. In select markets, Uber WAV rides requested from the Uber Health dashboard and API will include an additional WAV program fee. For more information, see how pricing works and our cancellation policy.
NEMT rides: Upfront pricing is based on fees from a third-party transportation provider for each ride.
Prescription delivery: Flat fee based on delivery distance.
Grocery and OTC delivery: Prices set by merchants match what's displayed on Uber Eats.
Additional fees such as cancellation fees, return fees, or delivery fees may apply. Some services may require monthly billing.
- How do I get started?
Organizations can create an Uber Health account by contacting our sales team or by signing up online.
You’ll need to 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, Privacy Notice, and (in the US if needed) Business Associate Addendum.
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.
- How quickly can I start using Uber Health?
The time it takes to get started depends on the healthcare organization 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.
- Who are the drivers and couriers?
Drivers differ by service within Uber Health, but all are screened before being matched to a request and rescreened at various intervals after that..
For rides and grocery/OTC delivery on the Uber platform, Uber Health leverages Uber’s existing driver network.
NEMT rides are powered by a third party that specializes in healthcare transportation. Those riders will be connected to full-time employees of transportation companies who are specifically trained to assist with physical, visual, or mobility needs.
Prescription delivery through Uber Health is powered by ScriptDrop, which manages a network of couriers who include but are not limited to delivery people who use the Uber platform.
- What resources or training materials do you have?
While Uber Health is easy to use and intuitive by design, we strongly believe in investing the time up front 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.
¹Delivery features are currently available only in the US.
²Features may differ by solution
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.