Question 1

What is non-emergency medical transportation (NEMT)?

Accepted Answer

NEMT is transportation for riders who are not in an emergency but need more support than a taxi or rideshare can provide. We transport riders to medical appointments, dialysis, therapy, rehabilitation, hospital discharges and facility-to-facility transfers. If you are experiencing a medical emergency, call 911.

Question 2

How do I request a ride?

Accepted Answer

Ambulatory and wheelchair trips at Southern California addresses can be requested through the online form. Bay Area trips and stretcher transport are arranged through Dispatch. Either way, Dispatch confirms availability and the pickup window before the trip is scheduled.

Question 3

Is submitting the online form a confirmed booking?

Accepted Answer

No. Submitting the form starts a ride request. Dispatch reviews availability and confirms the pickup window before the trip is scheduled. You will see a request reference number on screen.

Question 4

How far in advance should I request a ride?

Accepted Answer

Request scheduled trips at least 24 to 48 hours ahead where possible. For shorter notice, call Dispatch to check availability.

Question 5

Can I request a same-day ride?

Accepted Answer

Same-day and urgent trips are arranged by phone rather than through the online form. Call Dispatch at (909) 892-8383.

Question 6

Can I request a ride for someone else?

Accepted Answer

Yes. Caregivers, family members, discharge planners and facility coordinators can request rides on a rider’s behalf. The form asks separately for the rider’s details and for your contact details.

Question 7

How do I change or cancel a ride?

Accepted Answer

Call Dispatch at (909) 892-8383 with your request reference number, or the rider’s name and trip date. Give as much notice as you can. Our cancellation policy explains what we ask for.

Question 8

What should I have ready on the day of the ride?

Accepted Answer

Have the rider ready at the confirmed pickup time with any mobility equipment they use. Also have the destination details, including a suite or department, a phone number the driver can reach, and the health plan member details if a plan is paying.

Question 9

Can a caregiver or family member ride along?

Accepted Answer

Companion seating depends on the trip, service type, and vehicle assigned. Tell Dispatch when requesting the ride so availability can be confirmed.

Question 10

Will the driver help the rider from the door?

Accepted Answer

Assistance depends on the service level arranged for the trip. Curbside or door-to-door assistance may apply depending on the trip. Tell Dispatch what kind of assistance the rider needs so the appropriate service level can be confirmed.

Question 11

What if the appointment runs late?

Accepted Answer

Call Dispatch at (909) 892-8383 as soon as you know. Return trips and wait arrangements depend on the schedule that day, and Dispatch can tell you what is possible.

Question 12

How is the return trip handled?

Accepted Answer

Tell Dispatch you need a return trip when you book, and it is arranged as part of the same request where possible. If the finish time is uncertain, Dispatch will explain how the return is scheduled.

Question 13

What happens if my pickup is running late?

Accepted Answer

Call Dispatch at (909) 892-8383. Dispatch can tell you where the vehicle is, and work through the options if the delay affects an appointment.

Question 14

Which service level do I need?

Accepted Answer

Choose ambulatory if the rider can walk and transfer into a seat with little or no help. Choose wheelchair if the rider stays in their wheelchair for the trip. If the rider must remain lying down, call Dispatch about stretcher transportation. Dispatch can help you choose.

Question 15

Can you transport the rider’s own wheelchair?

Accepted Answer

Yes. Wheelchair service is for riders who stay in their wheelchair during the trip. Tell Dispatch the type of chair, including power chairs and larger frames, so the correct vehicle and securement are assigned.

Question 16

Can the rider bring a walker, cane or other mobility aid?

Accepted Answer

Yes. Note it under accessibility needs on the request form so it is accounted for when the vehicle is matched.

Question 17

Do you provide stretcher transportation?

Accepted Answer

Stretcher transportation is arranged through Dispatch rather than the online form. Call (909) 892-8383 to confirm what is available for your trip and date.

Question 18

What about oxygen, stairs, service animals or bariatric transport?

Accepted Answer

These are confirmed per trip. Tell Dispatch what the rider needs when you request the ride, or call (909) 892-8383 before booking.

Question 19

Is transportation covered by Medi-Cal?

Accepted Answer

Medi-Cal members may have a transportation benefit. Eligibility and trip authorization are decided by the member’s managed care plan. Dispatch can explain what information a plan usually asks for.

Question 20

What is an authorized trip?

Accepted Answer

An authorized trip is one a health plan or other payer has approved in advance. Approval and reimbursement are controlled by the payer. Give Dispatch the authorization or reference details when you request the ride.

Question 21

Can I pay privately, and what will it cost?

Accepted Answer

Yes. Private-pay pricing is a base rate plus mileage, and the trip is quoted before it is scheduled. Current base and per-mile rates are listed on our Insurance & Payment page. Southern California ride requests can be submitted online, or call (909) 892-8383 for a quote.

Question 22

Can a facility be billed instead of the rider?

Accepted Answer

Facility billing may be available for trips arranged by hospitals, skilled nursing facilities, dialysis centers, medical offices, and other healthcare organizations. Choose facility billing on the request form, or contact Dispatch.

Question 23

When is my card charged?

Accepted Answer

For private-pay trips, a card is saved with the request and is not charged at that point. The charge is made once Dispatch approves the trip. If the fare cannot be estimated from the addresses given, Dispatch confirms it with you first.

Question 24

What areas do you serve?

Accepted Answer

Medicare Transit serves Southern California and the San Francisco Bay Area. Southern California operations are centered in the Inland Empire — Riverside and San Bernardino counties — with supported routes into Los Angeles and Orange County. We also operate from our Richmond office in the Bay Area. Dispatch confirms availability for a specific pickup and drop-off.

Question 25

Can I book a Bay Area trip online?

Accepted Answer

Not yet. Online address verification covers our Southern California service area, so Bay Area trips are arranged through Dispatch. Call (909) 892-8383 to confirm availability for your pickup and drop-off.

Question 26

How do I find out whether you cover my exact address?

Accepted Answer

Call Dispatch at (909) 892-8383 with the pickup and drop-off addresses and the date. Coverage depends on the route and the schedule that day.

Answers about booking, ride day, coverage and service areas

Booking

Ride day

Mobility & assistance

Payment & coverage

Service areas

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