Frequently
Asked
Questions

General

1) What is NEMT (Non-Emergency Medical Transportation)?
NEMT is pre-scheduled medical transportation for people who don’t require an ambulance but need a safe, reliable ride to healthcare appointments, therapy, rehab, or procedures.

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2) What areas do you serve?
We primarily serve Middletown, NY and surrounding Orange County communities. For long-distance or special requests, contact us, we’ll confirm availability and pricing.

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3) What ride levels do you offer?

• Ambulatory (walking with or without assistance)

• Wheelchair (secured chair, ramp/lift equipped)

• Stretcher (cannot sit upright; secure stretcher transport)

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Booking & Scheduling

4) How do I book a ride?
Use “Book a Ride” on our website, call us, or submit the Private-Pay form. Facilities can schedule recurring transports via our coordinator portal.

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5) How far in advance should I schedule?
Book as early as possible, 24–48 hours notice is ideal. Same-day requests are accepted based on availability.

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6) Can I schedule recurring appointments?
Yes. We can set weekly or monthly schedules and share a live calendar with key contacts.

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7) Do you offer after-hours or hospital discharge rides?
Yes, after-hours and weekend discharges are available. Please call for priority coordination.

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Pricing & Payment

8) How is pricing calculated?
Pricing considers distance, service level (Ambulatory/Wheelchair/Stretcher), wait time, and after-hours rates. Tolls or parking may apply when required.

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9) What payment methods do you accept?
We accept major credit/debit cards and approved facility billing. Private-pay invoices can be paid online.

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10) Do you require deposits?
For long-distance, after-hours, or stretcher rides, a deposit may be required at confirmation.

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11) What is your cancellation policy?

• 24+ hours notice: no fee

• Less than 24 hours: cancellation fee may apply

• No-show: subject to a no-show fee
  (Exact amounts shown during booking.)

Insurance, Medicaid & MAS

12) Do you accept Medicaid?
Medicaid transports in New York are coordinated through MAS (Medical Answering Services). If your trip is Medicaid-eligible, please schedule through MAS or your facility. We also provide private-pay options.

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13) Do you bill private insurance?
Most private insurers do not cover NEMT. You may be able to submit receipts for reimbursement, check your plan.

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Accessibility & Safety

14) Are your vehicles ADA compliant (Americans with Disabilities Act)?
Yes. Wheelchair vehicles include ramps/lifts and securements. We provide door-to-door assistance; door-through-door support can be requested in advance.

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15) What wheelchair sizes do you accommodate?
Standard and many bariatric chairs can be accommodated. Share chair width, height, and weight at booking to ensure the best vehicle match.

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16) Can you handle stairs or no-elevator buildings?
Yes, with prior notice. Additional personnel or time may be required for safe transfers.

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17) Can a family member or aide ride along?
Yes, one companion rides at no cost when space allows. Let us know during booking.

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18) Do you transport with oxygen or medical equipment?
Yes, portable oxygen and small medical devices are welcome. Please disclose equipment and any special handling needs when booking.

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Service Experience & Tracking

19) How will I know when my driver arrives?
We provide ETA (Estimated Time of Arrival) alerts and can share real-time ride updates via text or phone.

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20) What if my appointment runs long?
We monitor schedules and communicate with you (and facilities when authorized). Wait-time charges may apply; we’ll confirm before extending.

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21) Are your drivers trained?
Yes, drivers receive defensive driving, passenger assistance, HIPAA (Health Insurance Portability and Accountability Act) awareness, sensitivity, and securement training. Background checks and MVR (Motor Vehicle Record) reviews are standard.

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22) How do you protect my privacy?
We follow HIPAA-aware procedures and limit shared information to what’s necessary for safe transport and coordination.

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Special Services

23) Do you offer long-distance trips?
Yes, subject to availability, planned rest stops, and pricing confirmation.

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24) Do you provide facility partnerships?
Yes. We offer coordinated scheduling, transparent reporting, and live tracking for hospitals, senior living, and clinics. Contact us for a partnership intro.

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Policies & Support

25) What if I need to change or cancel my ride?
Contact us as soon as possible. We’ll re-schedule based on availability and advise of any fees per policy.

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26) What happens if I lose an item in the vehicle?
We maintain a Lost & Found log. Call us with the ride date, pickup/drop-off times, and item description.

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27) How can I share feedback or file a complaint?
Email or call our support line. We investigate every report and reply with findings and next steps.