FAQ's

Frequently Asked Questions Found Here!

Insurance

  • Insurance
  • Medicare
  • Medicare vs Medicaid
  • Payment

 

Trip Questions

  • Extra Passengers
  • Types of Wheelchairs
  • Stretchers
  • Emergency Room
  • Redirects to the Hospital
  • Medical Emergencies in Transit

 

Notice & Cancellations

  • Notice
  • Cancellations
  • How to Cancel a Trip

 

PickUp & Return

  • PickUp and Drop off
  • Return Trip
  • How the Driver Know to Return

 

Emergencies

  • Trips to the ER
  • Redirected to the Hospital
  • Medical Emergencies in Transit

 

Steps, Stairs &Accessibility

  • Steps, Stairs and Accessibility
  • Coming into the Residence
  • Other helpers

 

Tips & Gratuity



Insurance

 

 

 

 

Insurance

Do you bill insurance?

Most health insurance carriers do not cover the cost of transportation to and from a medical appointment except in certain cases where an emergency ambulance is required. We will provide you a detailed receipt for tax or reimbursement purposes.

 

Medicare

Do you bill Medicare?

Medicare does not reimburse non-emergency transportation providers directly.

 

Medicare vs Medicaid

What is the difference between Medicare and Medicaid?

Medicare is the federal government run medical insurance program for senior citizens.

Illinois Medicaid is a state-run medical program for low income people and those with disabilities, sometimes called ‘public aid’. Illinois Medicaid provides transportation for qualified recipients for certain authorized medical appointments.

 

Why do I have to pay now…I did not have to during my last rehab facility stay?

The short answer is that every healthcare facility and situation is different. Some facilities build in transportation in the room cost. It is best to inquire of the facility what they will and will not cover in terms of a patient’s transportation expense.

 

Payment

Can you bill me?

Payment is always requested at time of service. Generally, Visa, MasterCard or Discover credit card information is taken at the time the trip is booked. The card is not charged until after the trip is completed. Personal checks or cash are also accepted.



Trip Questions

 

 

 

 

Extra passengers

Can someone come with me on the trip?

Yes, absolutely. One attendant always travels free.

 

Types of wheelchairs

What types of wheelchairs will you take?

Any standard type wheelchair, high-back reclining wheelchair, Broda and Gerry chairs, power chairs and other joy-stick controlled chairs. Three-wheel and four-wheel personal mobility devices are not designed to be occupied in a moving vehicle. Passengers will be assisted to a regular seat and the equipment will be secured in the rear of the vehicle.

 

Stretchers

Sometimes a patient must be transported on a stretcher. Our vehicles are not equipped for this type of transportation service. In these cases, we suggest non-emergency ambulance.

 

The Emergency Room

Can you take people to the hospital Emergency Room?

No, we are not an ambulance service and are not able to provide medical assistance or monitoring in transit.

For medical emergencies, always call 911.

 

Redirected to the hospital

What if the doctor wants me to go directly to the hospital for further tests or admission?

Periodically, in the course of a office visit a physician decides the patient should be seen in the hospital. We can do this at the physician's request and the patient is medically stable.

 

Medical emergencies in transit

What happens if I have a medical emergency while going to my appointment?

The driver will pull the vehicle out of traffic and call 911. Our drivers are not paramedics, EMT’s or medical personnel.



Notice & Cancellations

 

 

 

 

Notice

How much notice do you need for a trip?

All transportation is booked on a first-come-first-served basis. We will book trips for the same day as our schedule permits. We always encourage people to book the trip with us as soon as the medical appointment is made. Some days fill up more quickly than others, so it is best not to wait.

 

Cancellations

Do you charge for cancellations?

We do not charge for a cancellation with notice. We understand sometimes things unexpectedly happen-appointments get canceled and rescheduled, people get too sick to go out, or someone ends up in the hospital. Please recognize that each trip on our schedule is a commitment of resources. All we ask is that you give us a courtesy call as soon as you know about the cancellation.

 

How do I cancel a trip?

Contact us at our main phone number, 630-534-6900 and let us know you need to cancel. If it is after hours, leave a voice mail and include the person’s name and date and time of the planned pick up. We will acknowledge the call just as soon as we are able.



PickUp & Returns

 

 

 

 

Pick up and drop off

Where will the driver drop me off and pick me up?

Our driver will always drop off and pick up inside the medical office, at the healthcare facility nursing station or inside the front door at a residence.

 

Return trip

Do I have to book a separate return trip from my appointment?

We expect all trips booked with us are round-trip. Unless we are told otherwise, a return trip is planned for. We keep drivers available until everyone is returned.

 

How will the driver know to come back for me?

The driver gives a card with our contact information to the staff at the physician’s office or hospital with instructions to call us when you are ready for pick up. We will give the caller an approximate time for the return pick up.



Emergencies

 

 

 

 

Trips to the Emergency Room

Can you take people to the hospital Emergency Room?

No, we are not an ambulance service and are not able to provide medical assistance or monitoring in transit.

For medical emergencies, always call 911.

 

Redirected to the hospital

What if the doctor wants me to go directly to the hospital for further tests or admission following an office appointment?

Periodically, in the course of a office visit a physician decides the patient should go directly to the hospital for tests or further examination. We can do this at the physician's request provided it is not a medical emergency.

 

Medical emergencies in transit

What happens if I have a medical emergency while going to my appointment?

The driver will pull the vehicle out of traffic and call 911. Our drivers are not paramedics, EMT’s or medical personnel.



Steps, Stairs and Accessiblity

 

 

 

 

Steps and Stairs

Steps: Single steps that are interrupted by a landing are never a problem for a standard wheelchair. Stairs: Two or more consecutive steps without a break in between are ‘stairs’ for our purposes.

 

Will you take me up or down stairs at my residence?

Depending on the person’s weight, number of stairs and type of wheelchair being used, we may either send extra personnel for an additional charge or instruct you to call your local fire department and request a non-emergency stair carry.

 

I have someone that can help with the stairs –will there still need to be an extra driver?

Friends, neighbors and relatives often are not trained to properly assist in a stair carry. We absolutely want to make sure that you or your loved one gets in or out of the house safely.



Tips & Gratuity

 

 

 

 

Tips and Gratuity

Can I or should I trip the driver?

You are welcome to do as you please but tips are never expected by the drivers and their wages are not gratuity-based in any way.

 

The best tip you can give us is your sincere recommendation of us to someone you know or post a kind word on Yelp, Google or other on-line forum that you frequent.