Ace Medical Transportation

Initial Business Response /* (1000, 5, 2016/06/30) */
The state funded contract that provides this service at no expense to this individual has strict rules and procedures. Our employee was at the scheduled pick up location on time and waited past the required 10 minutes for this member. We...

attempted calling the disconnected number on file, and even though there was no answer at the door, we had our driver wait an additional 15 minutes past the required 10 before setting the trip as a "no show". We can only wait so long before member delays begin to effect other scheduled trips. The service agreement for this trip also requires members to be at the place of pickup and prepared one hour prior to the scheduled pick up time, this was not the case on this particular trip. This could have all been avoided had this individual been home. Vehicle GPS data is submitted to the transportation management company whom this individuals transport assignments are set with. When the member contacted our office 1 1/2 hours past the pickup time, she was advised that the trip was canceled by the trip Management Company a hour prior and she would need to contact them to make possible arrangements. Our GPS solution clearly indicates the driver was at the location on time and waited for 27 minutes, therefore this complaint was disregarded by the management company when the individual reached out to them and this member was re-educated on the rules and procedures for the transportation program.
Regards,
Ace Team