An intern’s case study analysis of the patient transport function

Study provides an understanding of a hospital’s patient transportation department (PTD) and its essential function within a complex health care system. A participant-observer case study was accomplished using an intern’s extended exposure to first-hand interactions with managers, directors, and employees. The narrative delineates the importance of patient transportation in a large, expanding, fast-paced integrated delivery system; an environment requiring daily vigilance, continuous improvement, strategic positioning, innovation, and anticipation of future service needs. The departmental challenges and benefits of a facility-wide transition to a new electronic health information system are specified. The intern’s insights into the strategies and data sources that leadership uses to ensure departmental operating effectiveness are identified. Future PTD operations research opportunities are summarized.