Description
The Needham Community Council’s (Mass.) volunteer driver medical transportation program was finding it difficult to sustain rides, even though it had an incredibly dedicated volunteer base. The demand for rides had outpaced the number and availability of volunteer drivers. In response, the Needham Community Council contracted with Lyft to provide a back-up option when no volunteer was available. Rides were scheduled using a concierge dispatch service operated by two Needham Community Council staff members.
During the pandemic, the program transition to only using Lyft. As it turned out, the Council’s insurance company was more comfortable with Lyft than with the volunteer drivers. This change was maintained post-pandemic.
Moving to Lyft allowed the Council to increase its transportation offerings and open up the service to ride requests beyond medical appointments. The program now provides rides to parent-teacher conferences, for emergency needs, to the food pantry, and for other requests approved by the Council:
In its first year (2017), Lyft rides were funded through the Needham Community Council operating budget and a donation from Beth Israel Deaconess Hospital – Needham. The program also receives funds through donations to the Council Transportation Fund.
Impact
In its first year (2017), the Council arranged an average of 18 Lyft rides per month. In its second year (2018), the average number of Lyft rides increased to 35 rides per month. By 2022, the Council averaged 120 rides per month. Most trips are local, and the current average trip cost is just over $11; donations are also accepted.
One of the notable findings was that over 60% of these riders would have cancelled their medical appointment if it wasn’t for the Lyft ride. The Needham Community Council was able to use this data to persuade their hospital partner to increase the amount of funding they contribute to the program.
Partnership Highlights
Needham Community Council: Implemented and manages the program; provides concierge dispatch service
Lyft: Provides the rides to Council clients
Beth Israel Deaconess Hospital – Needham: Provided initial funding
Learn more
Program contacts: Sandra Robinson, srobinson@needhamcouncil.org; Program information sheet
