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PM-12: Self-Reliance

Metric Description: Refers to a Traveler’s overall experience of how their personal preferences were accommodated, if they perceived bias in making their own travel arrangements, and if transportation access made it possible to access the care on their own or with limited assistance from another person. This is a qualitative measure and will be based on survey input. It is measured as follows:

• Percentage of respondents that select “It makes it harder” in response to the onboard vehicle survey question, “How has Health Connector impacted your ability to get to medical trips on your own?”
• Percentage of survey respondents that select “It’s been easy to book” or “I’ve needed some assistance to book” in response to the onboard vehicle survey question, “What has been your experience with booking a trip through the Health Connector app?”

Targets:

• Less than 10% of survey respondents indicate that Health Connector has made their ability to take medical trips on their own harder.
• 90% of survey respondents found it easy or just needed some assistance to book a trip through Health Connector.

Survey Method: Survey data related to this performance metric is collected via a survey administered by a member of the ISU Survey Team to riders onboard a HIRTA/Health Connector vehicle.

Update frequency: Biannual

Updated: August 2026

Performance measure dashboard

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PM-1    PM-2    PM-3    PM-4    PM-5    PM-6    PM-8    PM-9    PM-11    PM-12    PM-14    PM-15    PM-16    PM-19    PM-20    PM-21    PM-22    PM-23