Healthcare and EMS · Ambulance transport request and dispatch platform
Life Line Ambulances: Respond Central, a transport request app for nursing facilities
Life Line Ambulances runs ambulance transport for care homes, and we built Respond Central so nursing facilities can request transport through a structured app instead of phone calls. It took 8 weeks. Time from request to confirmed crew fell from 22 minutes to 3, and 140 nursing facilities joined in the first year.
- Client
- Life Line Ambulances
- Industry
- Healthcare and EMS
- Built
- Web and mobile
- Timeframe
- 8 weeks
What changed
- 22 to 3 minutesfrom transport request to confirmed crew
- 140 facilitiesnursing facilities onboarded in the first year
- 6 calls to under 1phone calls per transport request
- 68,000 transportscoordinated through the platform
- 81% fewer disputeson documentation, because request details are written down at source
- 8 weeksfrom start to finished build
Results as reported for this build after launch.
The challenge
Nursing facilities arranged transport by phone, which caused delays and miscommunication on requests that were often time sensitive.
Picture a care facility nurse who needs a resident moved. She phones the transport provider, explains the case to whoever picks up, hears that someone will ring back, and waits. If that provider cannot take the job, she starts over with the next one.
Every detail travelled by voice: mobility status, oxygen needs, stretcher or seated, destination, appointment time and insurance authorisation. A dispatcher wrote it down, then passed it on again to a crew. Mistakes were routine, and they were usually discovered at the bedside when a crew arrived without the right equipment.
Life Line Ambulances ran the transport side and saw the cost on both ends. Nurses lost twenty minutes off the floor per request, crews were sent to jobs they were not equipped for, and neither side had a record of what had been agreed.
What we built
We built Respond Central, a digital request platform that connects facilities and ambulance providers, so requests go in as structured data and dispatch, confirmation and tracking happen in the app.
Most of the time saved comes from removing the callback loop rather than making crews move faster.
Structured clinical request form
Facility staff record mobility level, equipment needs, oxygen, isolation status, destination, appointment time and authorisation, so requirements are written, not spoken.
Automatic crew matching
Requests route to available crews matched on vehicle type and certification, and acceptance is confirmed to the facility in the app.
Live status tracking
Facilities see where the crew is and when it will arrive, which removes follow-up calls entirely.
Recurring transport scheduling
Regular trips such as dialysis and repeat appointments are scheduled once.
E-signatures and attached documentation
Electronic signatures are captured at pickup and handover, and documents attach to the transport record.
Facility dashboard
Each facility sees its history, spend and on-time performance for contract review.
Screens and design system
The result
The drop from twenty-two minutes to three is the operational headline, and it came mostly from cutting out the callback loop.
The written request record also settled a long-running commercial problem. Disagreements over what was requested, who authorised it and what was provided used to rest on two people's memories. Now they rest on a form.
