Uber Health Pathway
Booking Instructions and Guidelines
Introduction
Uber Health™ was contracted to supplement Yellow Cab Vancouver in the non-emergency medical transport pathway.
The Uber Health pathway is currently only for use by Secondary Triage Clinicians and Low-Acuity Patient Navigators who have completed the necessary training and are scheduling transport for a 9-1-1 caller who has undergone a Manchester Triage assessment and mobility assessment.
Definitions
a. Uber Health: Uber Health is the business model through which BCEHS has contracted Uber drivers for deployment in this pathway. There is no practical difference between Uber and Uber Health on the user end.
b. JAY Tool: “Justifiable, Accountable, You” tool available on the Handbook or Intranet.
Important Information
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Uber does NOT have wheelchair capable vehicles. In these cases, you will need to look at Yellow Cab as an option (if in Vancouver) or holding for an Emergency Ambulance.
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Uber functions on a surge pricing model, meaning the cost of a trip can fluctuate wildly depending on the time of day or presence of a nearby popular event. Please utilize the JAY tool when deciding if the cost of the Uber pathway for your patient is reasonable.
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Uber is NOT available throughout BC, but only available in the locations listed below. When booking ensure the city/ town you are requesting is available.
Procedure
Ensure that your patient qualifies for this pathway by conducting a thorough MTS and mobility assessment prior to proceeding with booking.
1) Click the + New ride button. A fillable pane will appear on the left side of the screen.
2) Under Who’s riding? enter the patient’s first name, last name, and phone number as the “rider”. Copy and paste the event number into the Member ID field.
3) Under Plan ride, ensure “One-way trip” is selected. Enter the patient’s location as the “Pickup address” and the patient’s destination as the “Dropoff address”.
NOTE: The default for “Select when to ride” is “Pickup now”. If the patient has an appointment scheduled later in the day, toggle to “Future ride” and enter the pickup date and time.
4) Under Vehicle type, click the most affordable option (excluding Share). UberX should be the default.
5) Under Customize options, maintain English as the language and keep “Automated calling” and “Share trip status” toggled off.
6) Leave Expense details blank. Click Request now (or Set up ride, if scheduling ahead) to book the trip.
Monitoring a Ride
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Navigate to menu on left side of page
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Choose: Needs Attention/ Awaiting pickup / In progress / Completed / Upcoming for current real-time status updates.
Uber Coverage Area
Metro Vancouver (17 communities)
Fraser Valley (6 communities)
Sea to Sky (5 communities)
Island South (11 communities)
Island North (4 communities)
Interior (7 communities)
Northern (5 communities)
FAQ
Does the rider need the Uber app?
No, riders do not need the Uber app or a smartphone. As long as they have a mobile phone, they will be able to use the service via SMS.
Are video tutorials available?
Yes. Link is in the References section.
Who do I contact with questions/ feedback?
David.W.Brown@bcehs.ca or your Off-Car Paramedic Supervisor (OCPS)
References
Related BCEHS Tools
Review Schedule
| Adopted | Next Review Scheduled | Owner | Reviewer |
|---|---|---|---|
| JUL 2026 | JUN 2027 | Clinical Hub Manager | Clinical Hub Manager |