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PM-20: Improved Coordination among HIRTA, Healthcare Providers, and Health Navigators

Metric Description: Refers to the ability of the system to automate tasks so the number of person-minutes spent in coordinating a trip by HIRTA and partners are minimized. Healthcare partners and health navigators will have access to the same trip booking and dispatching software as HIRTA dispatchers and will be able to register Travelers and book or modify trips, as authorized. Data will be collected through a survey of healthcare partners and will include questions such as the following:

• How many patients on average do you assist in a month with transportation?
• How long on average do you spend assisting a patient, who is not using Health Connector, obtain a ride?
• How long on average do you spend assisting a patient using Health Connector to obtain a ride?

Target:

• 20% reduction in the amount of time staff spend assisting patients with transportation using Health Connector.
• Clarification: HIRTA only received responses from two individuals during baseline data collection. HIRTA continues to conduct ongoing conversations with healthcare staff at Dallas County Hospital related to improvements in coordination; however, data related to this performance metric remains insufficient for comparative analysis.

Data source: Other

Update frequency: Biannual

Updated: July 2026

Performance measure dashboard

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