{"id":712,"date":"2017-03-06T12:45:57","date_gmt":"2017-03-06T16:45:57","guid":{"rendered":"http:\/\/sites.nd.edu\/innovation-and-design-thinking\/?p=712"},"modified":"2017-03-06T12:51:49","modified_gmt":"2017-03-06T16:51:49","slug":"interview-kaley-kubiac-transportation-coordinator-riverbend-cancer-services","status":"publish","type":"post","link":"https:\/\/sites.nd.edu\/innovation-and-design-thinking\/2017\/03\/06\/interview-kaley-kubiac-transportation-coordinator-riverbend-cancer-services\/","title":{"rendered":"Interview &#8211; Kaley Kubiac- Transportation Coordinator Riverbend Cancer Services"},"content":{"rendered":"<p><strong>Ethnographic Summary <\/strong><\/p>\n<p><strong>Kaley Kubiak<\/strong><\/p>\n<p><strong>Transportation Coordinator for Riverbend Cancer Services <\/strong><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-713 size-medium\" src=\"http:\/\/sites.nd.edu\/innovation-and-design-thinking\/files\/2017\/03\/IMG_0669.JPG-e1488818340597-225x300.jpeg\" width=\"225\" height=\"300\" srcset=\"https:\/\/sites.nd.edu\/innovation-and-design-thinking\/files\/2017\/03\/IMG_0669.JPG-e1488818340597-225x300.jpeg 225w, https:\/\/sites.nd.edu\/innovation-and-design-thinking\/files\/2017\/03\/IMG_0669.JPG-e1488818340597-768x1024.jpeg 768w\" sizes=\"auto, (max-width: 225px) 100vw, 225px\" \/><\/p>\n<p><span style=\"font-weight: 400\">Alexandra Charron interviewed Kaley Kubiak, the transportation coordinator for Riverbend Cancer Services, a South Bend nonprofit that provides assistance, services, and support to low income cancer patients and their families. Kaley was able to share the successful transportation scheduling system that Riverbend uses and how she is able to schedule 300 patients transportation to and from their appointments. She also provided insight on the various transportation optional available to low income patients. <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400\">Date<\/span><span style=\"font-weight: 400\">: 3\/2\/17<\/span><span style=\"font-weight: 400\"><br \/>\n<\/span><span style=\"font-weight: 400\">Type:<\/span><span style=\"font-weight: 400\"> In person interview<\/span><span style=\"font-weight: 400\"><br \/>\n<\/span><span style=\"font-weight: 400\">Location:<\/span><span style=\"font-weight: 400\"> Notre Dame Bookstore as she is a student<\/span><\/p>\n<p><span style=\"font-weight: 400\">Team Participants: <\/span><span style=\"font-weight: 400\">Alexandra Charron <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><strong>User Characteristics:<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Female, age 21<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Part time employee (15- 20 hrs\/ week) at Riverbend Cancer Services, formerly worked full time over the summer <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Job is to schedule transportation to appointments for low income cancer patients<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Senior at St Mary\u2019s college <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Majoring in Communicative Science with a Minor in Social Work <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Employed since May 2016, took over transportation system from predecessor Mollie<\/span><\/li>\n<\/ul>\n<p><strong>Memorable Quotes<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">\u201c If we were not providing transportation they would not be coming to appointments\u201d<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">\u201cScheduling one single ride might take 7 separate phone calls and conversations\u201d<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">\u201c Most of my clients do not even have cell phones and if they do they are flip phones\u201d<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">\u201c We only have 300 dollars to spend on each patient each year and somehow we make it work. We get them to all of their appointments which can mean weeks of radiation and chemo. I have only had two people run of the money\u201d<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">\u201c We have to make every dollar count and stretch the 300 dollars and we do that by having lots of transportation options\u201d<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">\u201c Someone will call me at 930 am and tell me they need to get to an appointment at 130pm. .They could have called me 2 weeks ago but they didn&#8217;t\u201d.<\/span><\/li>\n<\/ul>\n<p><strong>Key Insights <\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Kaley spend 15- 20 hours a week solely focused on scheduling transportation for 300 patients and says the phone is constantly ringing off the hook and it takes her working efficiently and swiftly for the full time in order to make sure everything is scheduled.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Riverbend conducted stress screening on clients in relation to transportation and found a significant decrease in stress when transportation was provided to them.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Kaley said that her personal relationships with healthcare providers and the social workers at the hospitals and healthcare facilities is essential to her success in order to make it efficient and successful.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Patients inform Kaley of their need for transportation and appointments times in all forms. She receives these requests in person, over the phone, through email and from a social worker or health care provider.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Riverbend uses a verification process to confirm appointments and make sure gas cards and transportation is being used for intended purpose. This is where the relationships with the health care providers comes into play<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Patients miss scheduled pickups all the time but there is nothing Kaley can do. She just tells them they risk not being able to use that service again. Some services charge a no show fee and that is deducted from their 300$ budget<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Pickup is usually an hour before scheduled appointment . Pickup from the appointment is dependent on service. In some cases the patient will call when done with appointment and be picked up 20 minutes later and in other cases Kaley will have to ask physician how long appointment is supposed to last and inform transportation service.<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><b>River Bend Transportation Method Selection Process <\/b><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Ask Patient if they have access to a car <\/span>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">YES<\/span>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Provide them with <\/span><b>gas card<\/b><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Calculate amount with algorithm <\/span>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">15 miles per gallon<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Round trip mileage <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Number of appointments <\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">NO<\/span>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">What kind of Insurance do you have <\/span>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Medicaid ( Can also use no insurance options if below doesn\u2019t work)<\/span>\n<ul>\n<li style=\"font-weight: 400\"><b>Patriot <\/b><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Medicaid Approved transportation <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">16$ minimum <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Serves surrounding area and will also go farther away <\/span><\/li>\n<\/ul>\n<li style=\"font-weight: 400\"><b>LCP <\/b><\/li>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Accepts medicaid patients patriot wont <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Only accepts medicaid <\/span><\/li>\n<\/ul>\n<\/ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">No insurance <\/span>\n<ul>\n<li style=\"font-weight: 400\"><b>American Cancer Society Volunteers<\/b><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Free volunteer service <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Not always available <\/span><\/li>\n<\/ul>\n<li style=\"font-weight: 400\"><b>Transpo access<\/b><\/li>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Have to apply <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Have physician sign off <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">4$ rides round trip <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Pick up from home <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Have to schedule 2 weeks in advance<\/span><\/li>\n<\/ul>\n<li style=\"font-weight: 400\"><b>Patriot <\/b><\/li>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">More expensive without Medicaid <\/span><\/li>\n<\/ul>\n<li style=\"font-weight: 400\"><b>Perfect Time <\/b>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Last resort<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Wheelchair accessible and will provide assistance <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">75$ round trip<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Environment<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Notre Dame Bookstore<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Was unable to coordinate time to meet at Riverbend as she is part time and class schedules did not coordinate <\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ethnographic Summary Kaley Kubiak Transportation Coordinator for Riverbend Cancer Services Alexandra Charron interviewed Kaley Kubiak, the transportation coordinator for Riverbend Cancer Services, a South Bend nonprofit that provides assistance, services, and support to low income cancer patients and their families. Kaley was able to share the successful transportation scheduling system that Riverbend uses and how [&hellip;]<\/p>\n","protected":false},"author":2412,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[187337],"tags":[],"class_list":["post-712","post","type-post","status-publish","format-standard","hentry","category-st-joseph-health-systems"],"_links":{"self":[{"href":"https:\/\/sites.nd.edu\/innovation-and-design-thinking\/wp-json\/wp\/v2\/posts\/712","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sites.nd.edu\/innovation-and-design-thinking\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sites.nd.edu\/innovation-and-design-thinking\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sites.nd.edu\/innovation-and-design-thinking\/wp-json\/wp\/v2\/users\/2412"}],"replies":[{"embeddable":true,"href":"https:\/\/sites.nd.edu\/innovation-and-design-thinking\/wp-json\/wp\/v2\/comments?post=712"}],"version-history":[{"count":2,"href":"https:\/\/sites.nd.edu\/innovation-and-design-thinking\/wp-json\/wp\/v2\/posts\/712\/revisions"}],"predecessor-version":[{"id":717,"href":"https:\/\/sites.nd.edu\/innovation-and-design-thinking\/wp-json\/wp\/v2\/posts\/712\/revisions\/717"}],"wp:attachment":[{"href":"https:\/\/sites.nd.edu\/innovation-and-design-thinking\/wp-json\/wp\/v2\/media?parent=712"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sites.nd.edu\/innovation-and-design-thinking\/wp-json\/wp\/v2\/categories?post=712"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sites.nd.edu\/innovation-and-design-thinking\/wp-json\/wp\/v2\/tags?post=712"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}