Something we have found in providing non-emergency medical transportation (NEMT) is that there are many individuals that develop a great deal of anxiety about riding in a wheelchair accessible van. This is completely understandable. Many times, people do not know what to expect, what kind of driver they will have, the condition of the van, the condition and quality of the tie-down restraints that will keep their wheelchair in place, etc. Add to this the anxiety that may come from hearing about some unfortunate horror stories in the transport field. At RideStat, we take these fears seriously and do what we can to put passengers at ease.

The process starts with the initial booking request. Whether that is done via online form or by calling us directly, we will want to get some basic information such as date and time of the transport, the nature of the transport (wheelchair, ambulatory or stretcher), and the name of the passenger(s). Additionally, we want to know if the passenger has any health concerns of which we should be aware, or if they are traveling with any medical devices. If a passenger needs a supplementary oxygen supply, we want to be aware of such a thing. If the passenger lives in a condo building and needs us to knock on their door and help them down, we are happy to provide that door-to-door service, but we need to know these details so that we can properly inform our Medical Transport Concierge (this is how we refer to our drivers, as the term “driver” alone really doesn’t encompass all the functions they perform). We may ask for other details such as the passenger’s weight, or whether they are in a motorized wheelchair or manual wheelchair. This is to ensure that we are utilizing the proper vehicle and the right Medical Transport Concierge (MTC) that can handle the passenger weight/size. We strive for transparency, which is why we post our rates for all to see, but of course, we can provide you with a direct quote as well. In many cases, an aide or a relative may want to travel with the wheelchair passenger, and we can usually accommodate this request at no extra charge.

On the day of, or the day before, you will receive a text message confirming your transport. In addition, your MTC may call or text you to let you know when they are en route to pick you up. Depending on the vehicle used, your wheelchair (along with you in it) may be loaded on to a wheelchair lift (manufactured by BraunAbility, a first in class provider of such equipment) to be raised into our van, or you may be pushed in on a ramp. In either case, our MTC will be cautious and slow, ensuring you are secure every step of the way. Once inside the van, your wheelchair will be secured using our top-of-the-line Q’Straint retractable tie-downs. A seat belt will also be placed on you further ensuring your safety. Should you have any preferences for the ride, such as raising or lowering of the AC, or music selection, please let your MTC know and they would be happy to accommodate. We want you to feel at your most comfortable during the trip!

When you arrive at your destination, your MTC will reverse the process to help you off the van and if needed, to get you inside to your destination location. If you booked a round trip transport, in some cases your MTC may need to leave to attend to other transports, but at times they may be able to stay nearby waiting for you to finish your appointment. In any case, you won’t be waiting long for your ride home. We purposely do not overbook appointments as we know one of the biggest complaints in this industry is long wait times for a ride. We would rather have completely satisfied customers rather than trying to make a few extra bucks by taking on more appointments than we can handle. A tip for your MTC is never expected, as we are proud to be able to provide a professional service, but some customers do insist on it and it is of course appreciated when it happens.

We hope this sheds some light on what to expect with our wheelchair transportation, but we are always happy to answer any questions or talk through any concerns that a passenger may have. Just reach out to us!